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Exchange a cash-paid ticket

Use an exchange when a customer needs a different available ticket and your organization's policy permits the change. This guide follows one $24 ticket being exchanged for an $18 admission, with $6 returned in cash.

You need permission to manage orders and exchanges. An organization owner can complete these steps. Check the customer's request and your policy first.

Select the original ticket​

  1. Find the order and review its tickets.
  2. Select the checkbox beside the ticket you want to replace.
  3. Check the selected-item count. Leave any tickets the customer is keeping unselected.
  4. Select Exchange. On a phone, open Actions, then Exchange.

Choose the replacement​

  1. Open Event and search for the replacement event.
  2. Select the event, then choose its Event Time.
  3. On a phone, select Select tickets.
  4. Increase the quantity for the replacement admission category and price tier.
  5. On a phone, select Review exchange.

Check the current ticket and replacement in the exchange summary. Compare their prices, fees, taxes, and Total Difference.

Return the cash and complete the exchange​

For a lower-priced replacement, review Refund or retain and the Refund destinations. This example uses Refund, returning the difference to the original cash payment.

Exchange notice instructing staff to return $6 in cash and explaining that completing the exchange records the cash as returned.

Return the displayed amount to the customer, then select Refund and exchange. On a phone, the button reads Refund & exchange. Completing this action records the cash as returned; it does not hand cash to the customer.

Wait for Exchange completed and the order page. Check the replacement alongside any original tickets the customer kept. The replaced ticket moves into Released Items.

For the example order with two original $24 tickets, exchanging one for an $18 ticket leaves a $42 current order total after the $6 return. The other original ticket stays in place.

For the separate option that keeps the difference, see Retain the difference on a lower-priced exchange.

If you cannot complete the exchange​

Check the selected ticket, replacement quantity, availability, and any message in the review. Do not select a replacement merely to make an error disappear. Ask an organization administrator if a policy or permission prevents the change.

If you need help, contact support with the order reference, requested replacement, and exact message. Avoid sharing ticket QR codes.