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 canceled, a new one will be created, and proper refunds will be issued or charges will apply. Instead of doing these tasks separately, this feature allows you to do that in just a few clicks.
What Happens When a Ticket is Exchanged?
To process an exchange, an event admin must select the new ticket type in the order and decide the mode of payment for the balance if there is any. If there's no balance for the latest ticket, the exchange and refund if any will be processed. The registrant will receive 2 emails after the exchange, the first one is the updated order confirmation and the second is the refund email if any refunds were made. If they have a pending balance, the updated order confirmation should have a button that will allow them to complete the payment via credit card.
Important Notes:
A single ticket can be exchanged in an order with multiple tickets.
Ticket exchanges will work for tickets issued through the manage attendee access menu for speakers and exhibitors.
Ticket exchange will not work for bundle ticket types.
There is a limit of 5 ticket transfers per ticket.
Exchanges can still be done after the attendee has checked in to the event.
Analytics will show the most updated ticket type after the exchange.
If you're using HubSpot Deals and multiple exchanges with multiple refunds are done to a single transaction, the refund amount updates in the HubSpot deal; however, it will show the most recent refund amount instead of the total refund amount.
Registrants cannot exchange ticket types, but they can transfer a ticket to another attendee through My Registrations.
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.
If the new ticket price is lower than the old one, review the information and click Confirm to exchange. A partial refund will be processed and no new charges will apply.
If the new ticket price is the same or higher than the old one, choose the payment type to settle the balance. Then click Continue.
Choose Credit Card if the registrant has provided you with their credit card information to settle the rest of the charges
Choose Other Payment Type if the registrant has settled the rest of the charges outside of Accelevents
Choose Invoice to send the bill to the registrant to settle the rest of the charges
Credit Card | Other Payment Type | Invoice |
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Review the information and click Confirm to exchange.
The order will update and show the new ticket type and order status.
You can check the history log to see the old ticket.
Emails Sent After the Exchange
1. Updated Order Confirmation Email
If you check the box to "Send an email to the attendee to confirm ticket type exchange," the registrant will receive an updated confirmation email stating the order update and the new ticket type.
If you chose to invoice the registrant during the exchange, 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.
2. Refund Notification
If a refund is done during the exchange, the attendee will receive a separate email for the refund. This email cannot be disabled.
Formula to Get the New Amount to Charge When Fees Are Passed
When an exchange involves a new credit card charge, the new charge will be the remaining ticket price plus the remaining fees. Essentially it's a new transaction for the remaining amount.
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, the formula for getting the refund amount is fairly simple as the fees are also refunded.
Ticket Exchange Summary
Free to Free |
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Free to Paid
Paid to Higher Priced Ticket |
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Paid to Free
Paid to Lower Priced Ticket |
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