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
Open your ‘Orders’ page from the top menu bar.
Search by name, ticket code, or email to find the order you wish to move.
Click on the order to open the order details.
Click ‘Cancel’ to cancel the order.
Enter a reason for your cancellation.
Please note that your ticket buyer will see what you type in this box.
From the 'Refund options' dropdown, choose 'Refund entire order payment'.
Next, select the option to refund the order payment as 'Credit to voucher’ from the drop-down menu.
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.
Your order should look something like this:
Click the button to ‘Cancel this 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 ‘Use voucher to create a new order 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.
When you reach the checkout form, 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 your order’. This will send the new tickets to your customer.
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 a few examples:
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.
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.