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. You can also exchange the whole order if it's for free tickets.
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?
Ticket exchanges can done through the admin console by admins. The process depends on the type of exchange.
If you're exchanging to a higher priced ticket, you must choose how the balance for the price difference will be settled, whether through credit card that will be charged now, invoice to be paid later, mark it as already paid externally or give them a complimentary upgrade.
If it's an exchange to a lower priced ticket, then you'll have the option to choose whether to to give them a refund or keep the full amount.
If it's the same price, then that's the easiest, no refunds or charges will apply.
Important Notes:
A single ticket can be exchanged in an order with multiple tickets.
If the order has tickets that are refunded or partially refunded you cannot exchange the tickets in that order.
Ticket exchange will not work for bundle ticket types.
If multiple tickets are exchanged in an order to higher priced tickets, the buyer will be able to settle all the new charges in a single credit card transaction.
Exchanges can still be done after the attendee has checked in to the event.
A discount code can be applied when exchanging to higher priced tickets.
If the original ticket was purchased with a discount code, the ticket will display the actual amount paid, and another discount code cannot be applied.
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.
Ticket exchanges will work for tickets issued through the manage attendee access menu for speakers and exhibitors.
There is a limit of 5 exchanges for Free Plans.
Enable the Ticket Exchange Feature
Go to Registration > Set up Tickets
Scroll down and toggle on Allow Ticket Exchanges
Note: Ticket exchanges are not allowed if you have a custom VAT Rate in your ticket settings. This setting will automatically turn off when you add a custom VAT rate.
Exchange a Ticket Type in the Order
Go to Attendees > Orders
Click the 3 dot menu in the line item
Select Exchange Ticket Type
Select the new ticket type and click Continue. The next steps will depend on whether the exchange is for a lower priced ticket or higher priced ticket.
Exchange to a Lower-Priced Ticket
If the new ticket price is lower than the old one, you can choose whether to issue a refund or not. If you choose to refund, the price difference will be refunded. You won't be able to enter a custom amount for the refund. No new charges will apply. After clicking confirm, the order should be updated with the new ticket.
Exchange to a Same Priced Ticket
If the new ticket has the same price as the old one, the due amount will be 0. Click the Pay button to proceed to the next page. Review the information and click Confirm. No refund and charges will apply. After clicking confirm, the order should be updated with the new ticket.
Exchange to a Higher Priced Ticket
If the new ticket price is higher than the old one, you'll see an option to add a discount code and enter the payment details.
Add a Discount Code
If you're selling the new ticket with a discounted price, you can enter the discount code while processing the exchange.
Notes:
For orders with multiple tickets, only one ticket can be exchanged for a ticket that uses a discount code.
This option is not available for same or lower priced exchanges, even if they have discount codes associated to them.
If a ticket was purchased with a discount code, this option becomes unavailable during an exchange.
Enter the Payment Details
Since there is a balance to be paid, a payment method must be chosen.
Charge a Credit CardChoose Charge a Credit Card if you want to the charge the registrant's existing card on file or charge a new credit/debit card. |  |
Record Other Payment TypeChoose Record Other Payment Type if the registrant has settled the rest of the charges outside of Accelevents.
You will need to enter details about their external payment including the payment date and payment method. |  |
InvoiceChoose Invoice to send the bill to the registrant to settle the rest of the charges. |  |
ComplimentaryChoose Complimentary if you're not charging the registrant for price difference.
|  |
Confirm the Exchange
Click the Pay button to proceed to the next page. Review the information and click Confirm. No refund will apply. The credit card will be charged automatically if you choose to charge a card. After clicking confirm, the order should be updated with the new ticket.
Check the Order After the Exchange
To know if your exchange is successful, you'll see the order updated with the new ticket type and order status.
You can check the history log to see the old ticket.
Emails Sent After the Exchange
1. Exchange Notification Email
If you check the box to "Send an email to the attendee to confirm ticket type exchange," the registrant will receive an exchange notification email stating the order update and the new ticket type.
If you don't to notify them about the exchange but want to give them a new order confirmation email, uncheck the box, then after the exchange you can resend the order confirmation email.
If you choose 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.
Exchange All the Free Tickets in the Order
If the order has only free tickets, you can exchange everything in the order in one go. This will work if the new tickets are also free.
Click Setting on top of the page
Turn on the toggle to Allow full order exchanges
Click the 3 dot menu for the buyer
Select Exchange Full Order
Select which new free ticket type to assign to the attendees in the order and click Continue
Select whether attendees should receive / not receive an email for the exchange, then click Confirm
Send the Payment Link to Everyone With a Balance
You can schedule an Engage Email to follow up payments in bulk. You'll need to choose "Balance Due" as the recipient list and add the $PaymentLink merge tag to the email.
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 |
|
Free to Paid
Paid to Higher Priced Ticket |
|
Paid to Free
Paid to Lower Priced Ticket |
|