You can swap a customer’s tickets to a different event by canceling the original booking without a refund, then creating a zero-sum box-office booking for the new event.
The process
Before you make any changes, confirm with the customer that they agree to the ticket swap and which event they want to attend instead.
1. Cancel the original booking without a refund
- Find the customer’s booking in Orders.
- Change Status to Canceled.
- Do not refund the booking.
For an online order, you must enter a cancellation reason. The customer will receive a notification after you cancel the booking, including that reason. State the reason clearly so it matches your previous communication and the customer understands what is happening.
For a box-office order, sending a cancellation notification is optional.
For details about canceling a booking and refunds, see Cancellations and refunds.
2. Create a zero-sum booking for the new event
- Open the box office for the event the customer is switching to.
- Build the new order with the tickets the customer has agreed to receive.
- Apply a coupon with a 100% discount so the order total is zero.
- When you finalize the sale, attach the customer’s existing record to the order.
Search for the customer by their name, phone number, or email address. Their details should appear in the search results as you type.
To prepare the required discount, see Creating a coupon. For the box-office sale process, see In-person sales and registrations.
3. Email the replacement tickets
After you finalize the zero-sum booking, use Send by email in the booking-confirmation window to send the new tickets to the customer.
If you do not send them at confirmation, open the booking details later and use Send by email there. See Booking actions for ticket-related actions available from a booking.
Reporting impact
The canceled booking remains counted in the original event’s statistics. Because the replacement booking has a zero total, it does not affect the new event’s revenue reports.
For box-office cash payments
For an original box-office order paid in cash, it may be cleaner to refund the old order and create a new paid box-office booking instead. Refunding a cash payment does not create any automatic movement of funds.