This guide will walk you through using the “Change Seats” feature for orders containing reserved seating tickets. This powerful tool allows you to move attendees to different seats or even different event times directly from the SimpleTix Manager Portal.

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When to Use This Feature

  • A customer requests a different seat (e.g., wants an aisle seat)
  • A customer booked tickets for the wrong date or time and needs to be moved
  • You need to provide a complimentary seat upgrade
  • You need to rearrange seating for operational reasons

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Step-by-Step Guide to Changing Seats

1

Locate the Order

Find the relevant order in your SimpleTix Manager Portal.

2

Open the Action Menu

Click the action dropdown menu for that order.

3

Select Change Seats

If the order contains reserved seating, you will see a Change Seats option. Click it.

4

Choose a Ticket to Modify

You will now see a screen with the “Original Tickets” listed on the left and a “New Seats” column in the middle.

  1. Identify the row for the ticket you wish to change
  2. In that same row, click the Select New Seat button
5

Select the New Seat

A seating chart will appear.

  • To change the seat for the same event time: Simply click on an available seat on the chart
  • To change the event time: Use the event time dropdown menu at the top of the seating chart to select a new date/time. You can then select the same seat or a new seat for that new time
6

Review Your Changes

After selecting a new seat, you will be returned to the previous screen. The “New Seats” column will now show your selection. You can repeat this process for one, some, or all of the tickets in the order.

7

Confirm the Change

Once you are satisfied with all the new seat selections, click the Attempt Seat Changes button.

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Important Things to Know

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All-or-Nothing Changes

Our system is designed to ensure changes are made perfectly or not at all. When you click Attempt Seat Changes, the system will only complete the action if all your requested seat changes are successful. If even one seat change fails (for instance, if a seat becomes unavailable), the entire operation will be cancelled, and the order will remain in its original state. This prevents partial or incomplete changes.

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What Happens After a Successful Change?

Once the seats are successfully changed:

  • Customer Notification: Your customer automatically receives an updated order confirmation email with their new tickets
  • Order Notes: An automated note is added to the order’s history, detailing the specific seats that were changed for your records

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A Note on Pricing, Payments, and Refunds

The “Change Seats” tool does not handle any financial transactions. It does not process additional payments or issue refunds.

  • Free Upgrades: You can move an attendee to a more expensive seat at no extra cost to them
  • Downgrades: You can move an attendee to a less expensive seat, but no refund will be automatically processed

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What if a payment or refund is required?

If you need to charge a customer for an upgrade or issue a partial refund for a downgrade, we recommend the following process:

  1. Refund the original order/ticket
  2. Ask the customer to place a new order for the new seats they want