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The Exchange Tool brings common ticket changes into one guided workflow. From an existing order, you can change an eligible ticket’s time or seat, swap its ticket type, move it to another event, and handle any price difference.
Admitted tickets cannot be exchanged. The exchange icon only appears next to eligible tickets and is not available to Promoter users.

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Open the Exchange Tool

1

Find the order

Go to Orders, search for the order, and open it.
2

Select the exchange icon

In the ticket list, click the blue exchange-arrows icon next to an eligible ticket. Its tooltip currently reads Exchange Seat.
3

Confirm the order

The Exchange Tool opens over the order and shows the order number and buyer details.

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Complete the Five-Step Exchange

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1. Select

Choose one or more tickets from the order.
  • Tickets that have already been admitted are locked.
  • When you select multiple tickets, you can turn on Pool ticket values into a single ticket. This combines their value as credit toward one destination ticket.

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2. Action

Choose the action that matches the requested change. Available actions depend on the selected ticket and event type.

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3. Configure

Select the destination time, seat, ticket type, or event. Review every mapped ticket before continuing.

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4. Payment

Review the Price Summary Breakdown, including the original ticket value, new ticket value, fees, taxes, and amount due.
  • Same value: choose Exchange Tickets to complete the swap with no additional charge.
  • Lower-priced destination: choose Exchange Tickets Without Refunding. The Exchange Tool does not automatically refund the difference.
  • Higher-priced destination: collect or waive the balance with one of the available methods below.
A downgrade does not automatically return the price difference. Complete the exchange, then use the order’s Order Refund tab if the buyer should receive a partial refund.

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5. Done

After processing, the final screen shows the returned ticket, new ticket, and financial result. A completed exchange updates the order; a payment-link exchange remains pending until the customer pays.

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Collect an Upgrade Balance

When the destination costs more, the tool can show these collection methods:

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Comp / Manager Override

Use Comp / Manager Override to waive the additional amount. Choose a reason such as a courtesy comp, price match, customer service recovery, or event change. Staff notes are included in the audit trail.

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Take CC Over the Phone

Use Take CC Over the Phone to enter the customer’s payment details. The form and available payment options follow the active payment gateway on the SimpleTix account. Use Send Payment Link when the customer should pay online.
  1. Confirm the recipient email address.
  2. Choose when the link expires: 1, 4, 12, 24, 48, or 72 hours, or 7 days. The default is 24 hours.
  3. Add an optional message.
  4. Review the email preview and process the exchange.
The exchange remains Pending until the customer completes payment. The customer sees the original and new ticket details, price breakdown, payment form, and time remaining. After a successful payment, updated e-tickets are emailed to the buyer.

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Review Exchange History

Open the order and select the Exchange History tab to review exchange activity. Each record can include:
  • Exchange type and status
  • Original and destination tickets
  • Payment method and amount
  • The staff member who performed the exchange
  • Date, time, and detailed price information
Use this tab to confirm whether a payment-link exchange is still pending or has completed.

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Troubleshooting

Confirm that the ticket is active and has not been admitted, refunded, or deleted. The icon only appears for eligible tickets and is not available to Promoter users.
The available actions depend on the event type and selection. Change Seat is for Reserved Seating, Change Time is not available for Flex Pass, and pooled swaps have additional restrictions.
The Exchange Tool does not issue that refund automatically. Use the separate Order Refund workflow for the appropriate amount.

Change Times and Self-Service Links

Review the customer self-service time-change option and when to use the Exchange Tool.

Process an Order Refund

Issue a partial refund when an exchange downgrade should return money to the buyer.