If you need to move a ticket to another event or event date, or change the ticket type to a new one, you can use the swap feature on an order.
You can only swap between individual tickets. You cannot swap a packaged ticket as a whole. You also can't swap an individual ticket to a packaged ticket. However, you can swap an individual ticket purchased within a package to another individual ticket.
What to expect when swapping a ticket
Swapping a ticket will cancel the original ticket and create a new ticket in a separate new order.
Swapping does not transfer any financial value to the new ticket/order, and does not take into account any price difference.
When a ticket is swapped, a new "free" ticket is created. Funds remain with the original order.
Swapping to a cheaper ticket will not issue any refund
You can issue a partial refund on the original order
Swapping to a more expensive ticket will not debit the buyer the difference
You will need to collect the difference from the buyer directly or ask the ticket buyer to place a new order and then issue a full refund on their original order once they have repurchased.
How to swap a ticket
Navigate to reports > orders via the top menu bar
Locate the order by searching order ID, name, or email
Click actions > view to view the order
Click actions > swap
Search for the destination event name
Pro tip: Click into the search field and type to search for an event name if it does not appear in the list
Select the destination event date
Select the tickets (for those that don't need to be swapped, leave as "Don't Swap").
Select the checkbox to send order confirmation email if they require access to the new ticket
Click swap
How to tell if a ticket has been swapped
When a ticket is swapped:
The original ticket is cancelled
A new manual order is created for the new ticket(s)
A swapped to/from link will appear next to the ticket where you can track it's history
Commonly asked questions
Why can’t I refund a swapped ticket?
A swapped ticket cannot be refunded because funds are held with the original order. The new, swapped tickets hold no value.
To process a refund, find the original order using the swapped from link on the swapped ticket:
Search for the original order in the Orders report.
Click actions > refund/cancel on the original order.
Specify the tickets and amount (e.g., price difference) to be refunded.
Are answers to checkout questions carried over during a swap?
Buyer details, including name, email address, and mobile are always carried over.
However:
Unique checkout question answers are NOT carried over when swapping between events
If this information is required, you will need to edit the new order and copy and paste the date across.
Unique checkout question answers ARE carried over when swapped between event dates within the same event
What happens to the assigned seat when a ticket is swapped between sessions?
If you swap a ticket to a new session in a recurring event, the assigned seat will be voided, and you will need to manually reassign the attendee to a new seat.
Navigate to seating maps > manage attendees and use the unassigned tab to find and assign their ticket(s) to a new seat.
When I try to swap a ticket, it says "no tickets available"
If "no tickets available" appears under the select ticket heading, it means there are no valid tickets under this order. All tickets have already been cancelled or swapped, or no tickets were registered (e.g. only a donation was made).
Review the order's view page to see the status of the tickets in that order.
If an order's tickets have already been swapped to a new date, you must head to that
new order. Select the "swapped to" link next to each ticket (if present).
