Sometimes, ticket buyers may contact you because they've made a mistake with their booking and need to request a change. This article explains how to move their order to another event in your box office.
💡 This article is about moving a booking between different events. If you want to transfer tickets between occurrences in a recurring event series you can reschedule a booking.
📖 In this article:
How to move paid tickets to a different event in your box office
From your Ticket Tailor dashboard, head to Orders.
Search by name, email, transaction ID or ticket code to find the order you wish to move.
Click on the order to open the order details.
Click the Cancel / refund button to cancel the order.
Choose whether to Cancel entire order or Refund line item(s).
Enter a Cancellation reason.
Please note that your ticket buyer will see what you type in this box.
Choose whether you'd like your customer to receive a cancellation email by using the checkbox.
From the Refund or credit amount dropdown, choose Full amount.
As you're moving the order to another event, you probably want to keep the Keep booking fee tickbox unchecked.
Next, from the 'Refund or credit method' drop-down menu, select the option to Credit to 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 at the next step.
Uncheck the box called Allow partial redemption, unless you want the ability to use the voucher across multiple events.
Review the summary, and click Cancel order.
You'll see a confirmation of the cancellation, as well as a notice of the voucher code.
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.
You should see a confirmation message, and if the new order value is equivalent to or lower than the original order total, your order total will be zero.
If your new order has a higher value than the original order, you'll need to make arrangements with your ticket buyer to take their payment manually (e.g. over the phone), or you can make an operator payment.
If you want to issue a partial refund because the new event is cheaper than the original order, you'll need to do this from your payment processor (e.g. Stripe or Paypal) where the original transaction was made.
Click Next to be brought to the order confirmation screen.
If you're happy with the new booking, click Click here to complete this order. This will send the new tickets to your customer.
💡 You can also use this method to move individual tickets within an order to a new event. Read more about this in our help article How to refund one ticket in an order.
How to move free tickets to a different event in your box office
If your tickets are free, you can simply cancel and rebook the tickets from your orders page.
💡 A note about chargeable use
When transferring an order using a voucher, you won't be charged additional credits for the tickets.
If you use a voucher to transfer an order and purchase more tickets than were in the original order, you'll be charged a credit for each additional ticket.
Here are some examples:
Example 1
You initially created an order for 5 tickets and were charged 5 credits.
You transferred this order to another date (still with 5 tickets).
You won't be charged any additional credits.
Example 2
You initially created an order for 5 tickets and were charged 5 credits.
You refunded the order via a voucher, and then created a new order with 6 tickets.
Your original 5 credits carry over, but you'll be charged 1 credit more for the 6th ticket.