Ticketswap

With the TicketSwap SecureSwap integration, visitors can safely resell their tickets via TicketSwap. When a ticket is resold via SecureSwap, the original barcode is automatically invalidated and the new buyer receives a completely new ticket with its own unique barcode. This prevents fraud and double use of tickets.

Setting up the integration

SecureSwap must be enabled on two levels: on the workgroup and on the event. Only when both are active can tickets for that event be swapped.

Create a Box Office user

Create a separate Box Office user that will be used for all TicketSwap transactions. This user:

• Performs all SecureSwap sales

• Appears in sales and cash reports as the sale user, so that TicketSwap transactions are always traceable

It is recommended, but not required to use a Sales user type for this user.

Create a payment type

Create a payment type for TicketSwap transactions. This payment type should be used exclusively for Ticketswap transactions. This payment type is linked to the workgroup and ensures that SecureSwap sales are shown separately in the reports.

Create a delivery type

Create a delivery type for TicketSwap transactions. This delivery type should be used exclusively for Ticketswap transactions. This delivery type is linked via the workgroup and ensures that SecureSwap sales can be delivered correctly.

Activate SecureSwap on the workgroup

If there is no Workgroup Administrator within your organisation, contact Tixly Support for this.

Navigate to Workgroup settings > Advanced

Enter the following values:

1. Use secure swap

   1. Yes

2. User

   1. Select the newly created TicketSwap user
      
      

      The user will only be available for selection in the dropdown list once they have been logged in at least once.

3. Payment type

   1. Select the newly created TicketSwap payment type

4. Delivery type

   1. Select the newly created TicketSwap delivery type

The workgroup settings cannot be saved if SecureSwap is enabled without both a user and a payment type being selected.

Activate SecureSwap on events

Enable Use SecureSwap under the Information tab on every event for which resale via TicketSwap should be allowed. This can also be done for multiple events at once via bulk edit.

SecureSwap must be active on both the workgroup and the event in order to work. If either one is switched off, swapping is not possible.

Ticket PDF and mobile tickets

All tickets that are created after SecureSwap has been enabled on the workgroup contain an invisible identifier in:

• PDF tickets

• Mobile tickets

This invisible tag makes it possible for TicketSwap to reliably link tickets to Tixly during the validation and the swap process.

What happens during a swap?

When can a ticket be swapped?

A ticket can be swapped if all of the conditions below are met:

1. Event not cancelled

   1. Cancelled events are not eligible

2. Event not yet over

   1. Once the event end time has passed, swapping is no longer possible

3. Ticket is paid

   1. Tickets with an outstanding invoice or another unpaid status are excluded

4. SecureSwap active on the workgroup

   1. See section above

5. SecureSwap active on the event

   1. See section above

The validity of the ticket is checked at three moments:

• When the ticket is uploaded to TicketSwap

• Just before a swap occurs

• During the swap process

How the swap works

When a SecureSwap is successful, the following happens automatically:

The original ticket is refunded to the Ticketswap payment type, including:

• Ticket price

• Any forced products

• Any ticket fees

A new order is created and paid with the Ticketswap payment type with:

• The same ticket price, fees, and forced products as the original ticket

• The same seat

• A new ticket with a new barcode

Customer handling:

The new order is placed in the name of the person who bought the ticket on TicketSwap.

• If no customer exists with the buyer's email address, a new customer profile is created

• If one customer exists with the buyer’s email, that profile is reused

• If multiple customers exist with the same email, matching is done on first name, last name and recency

No confirmation email is sent from Tixly. The new buyer receives the ticket via TicketSwap.

A new ticket PDF is generated and delivered to the buyer via TicketSwap.

Restrictions after a swap

Once a ticket has been resold via TicketSwap SecureSwap, the following actions are no longer possible, both online and in Box Office:

• Move tickets

• Change seats

• Change ticket type

• Split orders

• Merge orders

Refunds

Online: Refunds are not possible. The customer sees a message that a refund must be requested via TicketSwap.

Box Office: Refunds are possible to a limited extent and can only be carried out with the TicketSwap payment type.

Examples from TicketSwap

SecureSwap is switched off on the event, but on for the workgroup:

SecureSwap is switched off on the workgroup:

SecureSwap is switched on for both the event and the workgroup, and you try to sell a ticket you have already sold:

SecureSwap is switched on for both the workgroup and the event:

Listing for tickets with SecureSwap: