If a ticket buyer wants to move to a better seat, a different seat category, or a different seated ticket type, you can upgrade them from your Orders tab. There isn't a single "upgrade" button, so the process has two parts: release their current seat, then book them onto the new one.
💡 This is a manual process you'll do on your customer's behalf. In Self-serve order management if you offer cancellations and refunds, your customers can cancel and rebook for themselves.
Step 1: release the current seat
From your Ticket Tailor dashboard, head to Orders.
Search by name, email, transaction ID or ticket code to find your customer's order.
Open the order, then click Cancel / refund.
Choose Refund line item(s) and find the seated ticket you're upgrading.
Important: tick the Void items checkbox. This releases the seat back onto your seating chart so it's available to book again. If you leave this unticked, the seat stays reserved and you won't be able to rebook it.
Issue the refund for the seat to a voucher.
Uncheck the box called Send voucher to ticket buyer, as you're going to move their booking on their behalf.
If you'd like your ticket buyer to receive their own voucher and make their own alternate booking, you can check this box, and finish here.
Step 2: book the new seat
To book a new date for your customer, click the link that says Create order using voucher XXXXXXXX for this customer.
After clicking the link, you'll be taken to the checkout form. Book your customer onto their new date, as if you were adding a manual order.
Within the Details step of the checkout form, click on the Use promo, credit or voucher code button.
Your voucher code box will be automatically filled. Click Apply to use the voucher.
Complete your customer's details and finish the order to send their new ticket.
Step 3: take payment for the difference
If the new seat costs more, you'll need to collect the difference from your customer, for example by taking a card payment over the phone, or by recording an operator payment if they've already paid you another way.