The following steps outline how to change the price or sales promotion of a ticket after they have been sold. You may need to do this if:

• The tickets were sold for the wrong price or promotion in the first place
• You need to fix the price on the tickets because they were paid for using pass that you are trying to refund. This is important if there is a limited number of redemptions allowed per event/performance on the pass. Getting a redemption back means fixing the price and then returning the pass.

1. Find the patron that requires the price change.

   Click here to learn how to find patrons.

2. Highlight the tickets that require the price change.

   

3. Click the Tickets button.
4. Select "Change the selected ticket's price and/or sales promotion" from the pop up window.

   

   The Seat Selection window opens and the selected tickets are highlighted in the right-hand bottom corner section of the window.
   
   

5. Select the Promotion and/or Price Code you wish to change the tickets to on the left-hand side of the screen.
   
   
6. Click the Prices button.

   The prices of the tickets will change based on the Promotion and/or Price code you selected in the previous step.

   

7. Click on the Payment button.
8. Enter a Payment method to either collect or refund the price difference on the tickets.

Techniques to Reduce Errors during Exchanges

Errors can occur during a ticket exchange when:

• The differences in the price of the original ticket and the replacement ticket is not collected or refunded correctly.
• The amount not refunded or collected is waived by Theatre Manager. Click here for more information on Waived Amounts.
• The ticket base price and sales promotion for the replacement ticket does not match the ticket base price and sales promotion of the original ticket.

It is recommended to:

• Use the Quick Exchange process for festival ticket exchanges when there is no difference in the price of the original tickets and the replacement tickets.
• Turn off automatic waiving to prevent accidental waiving of the difference between the price of the original tickets and the replacement tickets when an incorrect replacement ticket was purchased.

Use Quick Exchange

Quick exchange is a fast exchange procedure that automatically applies the same price and sales promotion on a replacement ticket as was on the original ticket.

• When the original ticket and the replacement ticket are not of the same value a warning appears indicating there is a difference in ticket values.
• The operator is not required to select the price code or the promotion code during the exchange.
• The price and promotion code on the original ticket is automatically applied to the replacement ticket.
• The operator can cancel the Quick Exchange and complete a regular exchange, if required.
• If quick exchange is used and an amount is accidentally waived, a regular exchange can be used to reverse the waived amount.

Turn Off Automatic Waiving

Turning off automatic waiving requires the employee to decide if any difference between the original tickets and the replacement tickets is to be refunded or collected. Select both checkboxes to collect money for higher priced tickets and to refund money for lower priced tickets.

To examine the current settings:

1. Access to the Company Preferences is through the Setup menu.

   

2. Select the Box Office tab.

   

   When the settings for Collect $ for Higher Price and Refund $ for Lower Price are deselected, the price difference in the exchange process is automatically waived. Change the setting to allow the employee to decide to waive, collect, or refund the price difference in the exchange.

Full Exchange gives the user full control over the entire procedure. In effect, the patron is purchasing new tickets to replace the selected tickets. At any time throughout the process, the user can back out from performing the exchange and the original tickets will still be sold to the patron. To perform a full ticket exchange, you perform the following steps:

1. Find the patron wanting to exchange tickets.

   Click here to learn how to find patrons.

2. Highlight the tickets to be exchanged.

   

3. Click the Ticket button and select Exchange the selected tickets.

   

   The Select Plays Window will open allowing the creation of a Buy List.

   

4. Select the list of performances that the patron is going to exchange the tickets for.

   Click here to learn how to create a Buy List.

5. Click the Seat Selection tab.

   The Ticket Sale Window will open with the information for the selected performance.

   

6. Select the tickets that the patron wants to exchange the original tickets for.

   The red seats indicating the location of the previous seats.

   Click here for more information on Festival seating. Click here for more information on Reserved seating.

7. Click the Ticket Review tab.

   

8. Click the Confirm button to complete the ticket exchange.

   The tickets that the patron is exchanging will appear with a red minus symbol and the new tickets will appear with a green plus symbol.

   

9. Click the Payments button.

   

   Click here for more information on creating a payment. In the example the patron owes $32.10 to cover the upgrade of the exchanged tickets.

10. Click the Accept Payment or Print Tickets button.

    Clicking Accept Payment will finalize the exchange while clicking Print Tickets will finalize the exchange and print the new tickets. The original tickets will be returned to inventory if either button is clicked which allows them to be purchased again.

Exchanging tickets from a past event to a future event is similar to a full exchange. The Full Exchange process gives you full control over the entire procedure. In effect, you are purchasing new tickets to replace the tickets about to be exchanged. At any time throughout the process, you can back out from performing the exchange and original tickets will still be sold to the patron.

To create a past event ticket exchange for a patron, you perform the following steps:

1. Find the patron you are exchanging the past tickets for.

   Click here to learn how to find patrons.

2. Highlight the tickets to be exchanged.

   

3. Click the Ticket button and select Exchange the selected tickets.

   

   A warning dialog opens.

   

4. Click the Yes button.

   The Select Plays Window opens to locate the Play you are exchanging to.

   

5. Select the list of performances the patron is going to exchange the tickets for.

   Click here to learn how to create a Buy List.

6. Click the Seat Selection tab.

   The Ticket Sale Window opens with the information for the selected performance.

   

7. Select the tickets that the patron wants to exchange the original tickets for.

   Red seats indicate the location of the previous seats.

   Click here for more information on Festival seating. Click here for more information on Reserved seating.

8. Click the Ticket Review tab.

   

9. Click the Confirm button to complete the ticket exchange.

   The tickets the patron is exchanging will appear with a red minus symbol and the new tickets will appear with a green plus symbol.

10. Click the Payments button.

    

    Click here for more information on creating a payment. In the example the Patron owes $32.10 to cover the upgrade of the exchanged tickets.

11. Click the Accept Payment or Print Tickets button.

    Clicking Accept Payment will finalize the exchange while clicking Print Tickets will finalize the exchange and print the new tickets. The original tickets will be returned to inventory allowing them to be purchased again.

During a ticket exchange if the difference between the price of the original ticket and the replacement ticket is not collected or refunded, it is deemed that the amount difference is "waived." This may occur if a patron has a weekend ticket and exchanges for a less expensive weekday performance or if a patron has less expensive weekday performance and upgrades to a weekend performance.

Usually, the difference is not refunded when the new ticket costs less and the difference is collected when the replacement ticket is more expensive. The difference in prices may not equal since the value of the original ticket's base price or sales promotion is different than the replacement ticket's base price or sales promotion. In most cases, it is caused from the base price being different.

The transaction detail for a ticket exchange displays the waived amount for each individual ticket. The value displayed for the waived amount excludes taxes. A negative waived amount indicates revenue which was not refunded to a patron. A positive waived amount indicates revenue which was not collected from a patron.

Ticket revenue reports general ledger revenue reports display the actual revenue collected from the original sale. The general ledger revenue is not affected by waived amounts because the amount is not actually paid to or collected from patrons.

If the original ticket price was $20.00 and the patron exchanged the ticket for a $50.00 ticket thus waiving the $30.00 difference, the ticket price for the replacement ticket will be $20.00 and the general ledger will also indicate $20.00 was received as revenue. Even if the patron chooses to purchase a less expensive ticket, the end result is that the patron paid $20.00 for the ticket.

Waived amounts do not need to be created during an exchange. If the difference in price between the original ticket and the replacement ticket (the amount that would have been waived) is not going to be refunded or collected, enter the amount due as an exchange fee (positive or negative). The amount that would have been waived is then classified as an exchange service charge. The net amount could then be tracked in the exchange service fee general ledger account and maintains the amounts not refunded or collected from patrons. If actual exchange service charges are collected from patrons, this amount would also be accumulated within the same general ledger account.