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 when a refund is included in the exchange, the credit card fees are not refunded, 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 are collecting feedback and working to deliver the perfect functionality.
Please read the BEHAVIOR MODIFICATIONS section to know the limitations of this BETA feature.
Exchange the Ticket Type
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. A "Complete Payment" button should be included in the email if there is a pending balance and redirect 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.
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) |
The example below is for a ticket where fees are absorbed
Update Email 
Refund Email
Stripe 
|
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 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, 100% of the 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 order does not show in Attendee Analytics after settling the balance through a credit card for an exchange from lower to higher-priced tickets.
The order cannot be deleted if it has multiple free tickets and at least one ticket is changed to a paid ticket.
The ticket holder does not receive an updated order confirmation email if the holder and buyer differ.
The history log for the paid-to-free ticket exchange is not showing.
The refund amount does not reflect in the report if a refund is included in the ticket exchange process.
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.