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Retain the difference on a lower-priced exchange

A lower-priced replacement normally presents a refund of the difference. Retain lets your organization keep that difference when its policy and the terms of the customer's purchase permit it. Check the customer's agreed outcome before using this option.

This example exchanges one $24 ticket for an $18 admission, retaining $6. Another $24 ticket on the same order stays unchanged.

Enable the option​

An owner or administrator can enable exchange-value retention.

  1. Open Settings → Policies.
  2. Turn on Allow retaining exchange value.
  3. Read the acknowledgement and confirm it only when it accurately describes your authority and your organization's use of the option.
  4. Select Save exchange retention.
  5. Wait for Exchange-value retention updated. and reload to check the switch.

The Save button stays disabled until the required acknowledgement is checked. Enabling retention does not make it the default choice for an exchange.

Review and complete the exchange​

  1. Find the order and select the ticket to replace.
  2. Choose Exchange. On a phone, open Actions → Exchange.
  3. Select the replacement Event, Event Time, and ticket quantity. On a phone, use Select tickets, then Review exchange.
  4. Under Refund or retain, select Retain.
  5. Check Amount retained. In this example it is $6.00, and the cash refund destination disappears.
  6. Select Retain and exchange. On a phone, select Retain & exchange.

Wait for Exchange completed and review the updated order. The original selected ticket is released and the replacement is active. The unselected original ticket remains active. No refund is created, so the original $48 cash payment is unchanged in this example.

For the alternative that returns the difference, see Exchange a cash-paid ticket.

Disable retention later​

Return to Policies, turn off Allow retaining exchange value, and select Save exchange retention. Reload to check that it is off.

If retention is unavailable or the amount is unexpected, ask an owner or administrator to review the policy and exchange details. Include the order number and the displayed message when you contact support.