Exchange tickets (Box Office)

Tixly allows Box Office users to exchange tickets to another seat within the same event date or to a different event date. With this exchange the ticket type can also be changed and a fee can be charged. Any difference in price may be corrected by waiving the difference or by charging or refunding the difference.

Select seats to be moved

From hall view

In the hall view, click on a sold seat and then click Move Ticket to relocate the selected seat within the same event. Alternatively, to transfer all tickets in the order to new seats within the same event, click Move All Tickets. If you need to move all tickets in the order to a different event, click Move tickets to another event.

From order card

Open the order and select the specific seats you want to move. Then at the bottom click Move and then either click to new seats (within the same event) or to another event. This option allows you to move individual seats, rather than relocating the entire order.

Move seats

After clicking move tickets to another event the event search bar opens up, allowing you to search for the event the seats should be moved to. Alternatively, when you're moving within the same event the original seats are highlighted in yellow in the hall view. Information about the number of seats, original ticket type, and original price zone is displayed at the top of the screen.

1. Select new seats one by one anywhere in the hall. Seats can be moved to a different price zone if needed.

2. The selected tickets will appear on the right-hand side of the screen, where you can still change the ticket type if necessary.

3. Once all new seats are selected and the desired changed have been made, press Save.

A new window will then open to finalise the seat exchange.

You can only select the same number of seats as you initially had.

Ticket Type unavailable

If the original ticket type is not available in the price zone that the ticket is being moved to, the highest position ticket type available in that price zone will automatically be selected and displayed in the ticket selection window to the right. On the right-hand side the ticket type can still be changed before clicking save to finalise the change. 

Finalise move

In the pop-up that follows you can add an exchange fee to the order and send an email to the customer with their new tickets. In the pop-up window the the change will be shown and any price differences are displayed. Then there also is the option to charge an exchange fee, the suggested fee amount can be set via Administration > Season > Allow change tab. 

Seats are the same price

If the new seats or event are the same price as the original, there is no price difference to account for. However, it is still possible to apply an exchange fee.

• If no exchange fee is charged, you can choose to keep the same order.
• If an exchange fee is charged, a new order will be created.

After clicking Confirm, either a new reservation will be created to process the exchange fee payment, the original payment will be added to the new reservation as a partial payment. Alternatively, an email confirming the exchange can be sent to notify the customer of the exchange.

Seats are less expensive

If the new seats or event are less expensive, depending on the price setting, the customer either has to pay the exchange fee or could receive a refund for the price difference. You can also choose to apply an exchange fee or write off the entire price difference as the exchange fee. 

• Keep original price will retain the ticket price of the original order. If an exchange fee is charged, the customer has to pay this separately, as it will not be deducted from the price difference.

  Any fees that were included in the previous ticket type are removed during the exchange, and the fees of the new ticket type added. The ticket price will adjust to accommodate the fees of the new seats/event into the previous total ticket price

• Change to new price will apply the new ticket price to the new order. If an exchange fee is charged, it will be deducted from the price difference. Any remaining price difference can be refunded to the customer via a monetary refund, a gift card, or even donated if chosen.

After clicking Confirm, either a new reservation will be created to process the exchange fee payment, the original payment will be added to the new reservation as a partial payment. Alternatively, an email confirming the exchange can be sent to notify the customer of the exchange.

Seats are more expensive

If the new seats or event are more expensive, you can choose if you want to keep the original price or change to the new price. You can also choose to apply an exchange fee.

• Keep original pricewill retain the ticket price of the original order. If an exchange fee is charged, the customer has to pay this separately.

  Any fees that were included in the previous ticket type are removed during the exchange, and the fees of the new ticket type added. The ticket price will adjust to accommodate the fees of the new seats/event into the previous total ticket price

• Change to new price will apply the new ticket price to the new order. The price difference needs to be paid by the customer, so a new order will be created. 

After clicking Confirm, either a new reservation will be created to process the payment of the price difference, the original payment will be added to the new reservation as a partial payment. Alternatively, an email confirming the exchange can be sent to notify the customer of the exchange.

Confirmation email

If there is no price difference or exchange fee remaining for the customer to pay, you can send an email confirming that the tickets have been successfully exchanged. You can select the template that needs to be sent and add some custom text to the email that will replace the #CUSTOMTEXT# variable, given that the variable is added to the template. Email templates can be created or edited via Administration > Layouts > Emails, any email of the type BoxOfficeMoveSeats or BoxOfficeMoveEvent can be used in this window. 

When creating a new order, it’s not possible to send an email about the exchange right away. However, the email can be sent once the new order is fully completed.