Currently we have a 15% processing fee that happens on ticket orders. However, we don't want that fee to be processed in the event of an exchange. So for example if a $20 ticket is exchanged for a $30 ticket we only want to charge the patron $10, not $10 plus an additional fee. Likewise, if they downgrade from a $30 ticket to a $20 we don't want to refund a portion of the fee back. We only want the fee processed for the original order, not the exchanged order.
Does anybody have any recommendations?
Thanks!
Our box office usually does exchanges by opening a new order and then buying the tickets the same way we would for a regular sale. However, for tickets that are being considered a direct exchange, we have simply trained our staff to override the fee on the fees tab for those tickets. Its not ideal because this has to be done manually by the staff. Our management staff has to double check this each time as they are returning the old tickets. For the most part they remember to do it. Also, if the patron is exchanging 2 tickets for 3 together and you want to charge the fee on the extra ticket being purchased, you would have to put the 2 exchanges on one separate line item and the extra ticket on another, so the fee can be overridden for some but not all.
Only other thing I have thought of but our facility does not want to do, is creating a unique MOS just for exchanges and you adjust your rules to exclude this MOS, but then in the same instance from above, if they are purchasing additional tickets and you want to charge fees they would have to be added manually.