This feature allows customers to easily request to exchange their purchased tickets for other tickets offered by the same seller, according to their respective exchange policy.

Tickets may be exchanged across different time slots in one event series. Exchanges can be set to auto-approval or to be reviewed and approved or denied by a staff member at the seller organisation.

Exchanges in MyTickets are still possible after an event has been cancelled (Event Series).

How Do Ticket Exchanges Work?

The customer drives the basis of ticket exchanges. 

• The customer visits the My Tickets section to start an exchange. To help the customer find this option, we include a link and a brief call-to-action regarding exchanges in every order confirmation email.
• In the customer’s ticket account, they navigate to the order containing the tickets they want to exchange.
• Next, the customer selects whether they want to exchange tickets for others in the same event or if they want to select a different date. Then, they will choose the tickets they want to exchange. A customer may select anywhere from one ticket to every ticket in the order.
• Based on the tickets the customer wants to exchange, we will present options for which tickets are eligible for the exchange. The customer will need to go through each of their tickets and select an associated price level for the exchange.
• The customer reviews their request and submits it to the organiser.
• The next step depends on how the organiser has configured their exchange settings.
  • If the organiser has configured exchanges to allow auto-approval, the customer’s exchange will be automatically accepted and processed.
  • If the organiser has not enabled auto-approval, the exchange request is added to a backlog of all exchange requests for that organisation. Authorised Admin users may browse this list and approve or deny requests as they come in.

Reference: How to set up Ticket Exchanges