You can now effortlessly change the attendee's ticket types via the admin console. This enhancement promises increased flexibility and convenience in managing attendee details, streamlining your event management process. This feature allows you to exchange individual tickets and does not apply to bundles, add-ons, or donations.
A ticket exchange means the old transaction will be refunded, and a new one will be created. Instead of doing these tasks separately, this feature allows you to do that in just a few clicks. Please note that the credit card fees are not refunded when a refund is included in the exchange, just like when you perform a normal refund.
Note: Exchanges that include paid tickets are still in BETA.
We’re excited to release this functionality in our public beta. During this phase, we collect feedback and work to deliver the perfect functionality.
Please read the BEHAVIOR MODIFICATIONS section to know the limitations of this BETA feature.
Exchange the Ticket Type
Note: There is a limit of 5 ticket transfers per ticket.
Go to Attendees > Orders
Click the 3 dot menu under Actions in the order
Select Exchange Ticket Type
Select the new ticket type and click Continue.
Review the information and click Confirm.
The order will update and show the new ticket type.
You can check the history log to see the old ticket.
Updated Order Confirmation Email
The attendee will receive a confirmation email stating the order update and the new ticket type. If there is a pending balance, a "Complete Payment" button should be included in the email, redirecting to a page where they can settle the payment via credit card. The updated ticket PDF indicating the new ticket type will also be attached. The ticket number and QR code will remain the same.
Note: If the original ticket was paid in cash, there won't be a Complete Payment button when it's exchanged for a higher-priced ticket. The balance can only be settled through an external payment, then marked as paid in Accelevents.
Refund Notification
If a refund is done during the exchange, the attendee will receive a separate email for the refund.
Ticket Exchanges
Free to Free |
Update  |
Free to Paid |
The example below is for a ticket where fees are absorbed.
Update Email  |
Paid to Free |
The example below is for a ticket where fees are absorbed.
Update Email 
Refund Email 
Stripe 
|
Paid to Paid (changed to a ticket with the same price or higher priced ticket) |
Update Email
|
Paid to Paid (changed to lower priced ticket) |
The example below is for a ticket where fees are absorbed.
Update Email 
Refund Email 
Stripe  |
Formula to Get the New Amount to Charge
When an exchange involves a new charge, getting the new ticket is essentially a new transaction for the remaining amount. This means that the Stripe fixed fee and percentage will be charged. Example:
The attendee paid a $100 ticket with passed fees of $3.30
The attendee decided to change their ticket to a higher priced ticket at $200 with passed fees of $6.29
The new charge will be $103.30
Instead of deducting $206.29 - $103.30 = $102.99 to get the new charge total, this is the formula:
Formula to Get the Refund Amount for Ticket Exchanges
When an exchange involves a refund, getting the new ticket is essentially a new transaction instead of a direct refund from the old ticket.
When exchanging tickets, Stripe fees are not refunded, as exchanging tickets means it's a completely new transaction. In short, the amount given back is the refundable amount, less fees.
The attendee paid for a $500 ticket.
The attendee decided to change their ticket to a lower priced ticket at $100
Since the $500 has been paid, you will refund the amount without the fees ($400 less fees)
The amount left will be $100 for the new ticket price + the fees from the previous transaction.
Formula when fees are absorbed:
Formula when fees are passed:
Comparing the Refund Amount to Partially Refunded Transactions Without Exchanging Tickets
When partially refunding tickets without exchanging them, the fees are partially refunded. Since the attendee will still get the same ticket, this is not a new transaction, and the fees will be adjusted accordingly based on the new amount.
The attendee paid for a $500 ticket.
The attendee forgot to enter a discount code amounting to $400.
You apply the $400 refund.
The amount left will be $100 for the same ticket.
Behavior Modifications
As our paid ticket exchanges feature is still in beta mode, we're still ironing out a few kinks to ensure everything runs smoothly. We've spotted a few areas that need a little TLC, so we're polishing things to ensure smooth sailing for you.
The refund amount updates in the HubSpot deal; however, if multiple refunds are made, it will show the most recent refund amount instead of the total refund amount.
Frequently Asked Questions
Can I change one ticket holder's ticket type in an order with multiple ticket holders?
Yes, you can.
How will the change of ticket type appear in Registration Analytics?
The report will show the most updated ticket type.
Will this work if it's a bundle ticket type?
No, it won't. The exchange option will be available for individual ticket orders only.
Will this work if the ticket is issued through the managed attendee access menu for speakers and exhibitors?
Yes.
Can I still change the ticket if the attendee has already checked in to the event?
Yes.