Exchanging tickets

  1. In the “Orders” section, click on “Archives”.
  2. If the person gives you their six-digit order number, enter it in the field provided for this purpose, making sure that their date of purchase is included in the indicated time period. If they do not have their order number, click on “More options” and enter their name or email address to search for the order. 
  3. Once you have found the order, click on either the name of the person or the order number. 
  4. In the “Tickets” section, beneath the “Buyer’s Information” section, tick the boxes next to the tickets to be exchanged and click on the “Exchange” button. Important! Be sure to exchange tickets that are of the same value, because the price of the original ticket will be maintained. 

   5. In the dialog box that appears, select the event, the ticket type and the desired  delivery method. 

   6.  Click on “Save” and resend the order confirmation email to the buyer to   advise          them of the modification by clicking on the “Email Receipt” button beneath the              “Buyer’s Information” section. If necessary, resend the e-tickets by clicking on                 the “Send E-Tickets” button. 

   7. For your internal archives, in the “Notes” section, located under “Order  Costs”,             you may note the date that the order was modified as well as the reason why it             was modified.

Exchanging a ticket for another of greater value (upgrading)

  1. In the “Orders” section, click on “Archives”.
  2. If the person gives you their six-digit order number, enter it in the field provided for this purpose, making sure that their date of purchase is included in the indicated time period. If they do not have their order number, click on “More options” and enter their name or email address to search for the order. 
  3. Once you have found the order, click on either the name of the person or the order number. 
  4. In the “Tickets” section, beneath the “Buyer’s Information” section, click on the “+ Add Ticket” button. Do not click on “Exchange”. If you do, the value ($) of the initial ticket will be maintained for the new ticket. 


5. In the dialog window that opens, select the event information.

6. Click on “Save”. 

7. Make sure that you have selected the same delivery method as the other tickets in the order. If necessary, you can modify it by ticking the box next to the ticket to be modified and clicking on the “Delivery Option” button.

8. Tick the boxes next to the tickets to be cancelled and click on “Cancel”.

9. In the dialog box that appears, select all of the costs to be refunded to the buyer and then click on “Save”. Please note that you will not be able to refund ticketing fees unless the order was placed in the previous hour. 

 10.  A yellow strip will appear above the “Tickets” section indicating the   amount of             the difference to be paid. Be sure to process the payment for the amount of the           difference and enter the method of payment by clicking on the “Payment” button.

 11.  Send the order confirmation email to the buyer so that they know that the                      modification has been made. If necessary, resend them their e-tickets. 

 12.  For your internal archives, in the “Notes” section, located under  “Order Costs”,              you may note the date that the order was modified as well as the reason why it            was modified.

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