Change a ticket type, order, or event date for a buyer

There are two different workflows depending on what the buyer needs to change:

• Changing the ticket type or item ordered (e.g., VIP ticket instead of General Admission, or a different item from your online store) — you'll cancel the original ticket and manually issue a new one. Follow the steps below.

• Changing the event date for a multi-occurrence campaign (same ticket type, different date) — you'll transfer the ticket to another occurrence. Jump to the transfer instructions.

Changing the ticket type or item ordered

Step 1: Cancel the order/tickets your supporter wants to replace

1. Go to your "Payments" tab from your left menu

2. Search for your supporter's order (name or email)

3. Click on their transaction to view the transaction details (do not click on their name)

4. Click on the "Action" in the top right corner > Select "Refund/cancel tickets".

5. In the pop-up that opens, select the tickets to cancel without refunding the payment.

Step 2: Issue a new ticket manually

1. Click the contact's name to be taken to their contact profile page

2. Click "Actions" > Select "Add payment"

3. A manual entry window will pop up.

• Select the form they made a payment on

• Select the payment method "Free" to avoid logging the amount paid twice

• Select the new ticket type selected

4. Select the option to send the configured thank you email so they get their new ticket via email.

How to proceed if the new order is listed at a different price

If the new order is less than the initial order, issue a partial refund

Issue the partial refund at step 2 of the above outlined process.

Click on "Refund payment," in the transaction window. You will be given the opportunity to change the amount you refund.

Calculate the difference between the amount paid and the amount of the new order and enter the difference:

If the value of the new ticket is more than their initial order, you can choose how you wish to be paid the difference. Here are some options:

• Accept an offline payment for the difference. The difference will be logged when you make the manual payment and enter the discount code. Only the amount paid will be removed, the remaining amount will be logged as a manual payment.

• Ask them to pay the difference online on a different form or through the "additional donation" section on the form.

  • Resend them your form directly from their contact page. Click "New message" and select the variable "pre-filled form" to send them the form you want them to make the payment on.

  • Be sure to disable automatic tax receipt generation or to cancel the tax receipt issued if you have automatic tax receipt generation turned on for the donation section.

Multi-date event: Changing the date selected

If a guest purchased a ticket on a form with multiple dates and times listed and they wish to change the date of their ticket, you can transfer their ticket.

To transfer a ticket to another date on the same form

1. Go to Payments

2. Search for the contact's name or email to find their order

3. Click on the order to open the payment details drawer (do not click on the contact's name)

4. Click the "Actions" button and select "Transfer ticket(s) date"

5. Select the occurrence you wish to transfer the tickets to. Note that all tickets in their order will be transferred. If they only want to transfer some of their tickets, please use the steps outlined above to cancel and re-issue tickets.

Tickets can only be transferred to dates which still have tickets available.

The occurrence on the e-ticket will automatically be updated. To send the updated ticket to the buyer, click "Actions" again and select "resend the receipt"