I am looking for some feedback on how people are handing downgrades from ticket exchanges. Right now we leave the money on account for patrons to use that season. Once the season is over, any money still on account is taken as a contribution to the organization. We are talking about changing the policy so the amount goes directly to contribution. I was just curious how other Orgs were handling downgrades.
Another option that we've used in the past: maintain a price type on each performance called "Exchange" that is editable by the box office user. When the ticket is downgraded, the price is adjusted to match the original ticket. This lets us keep the full value as performance revenue.
We do it both ways for two of our organizations. For UMS, the leftover balance goes on-account like you described. The trick to that is communicating VERY clearly that it cannot be used online and expires at the end of the year. For example, I've been experimenting lately with message rules online for anyone who has a current balance on-account, making sure they know to place their order over the phone instead.
For the School of Music, Theatre, & Dance, we use a "Balance Due" fee type to capture leftover funds in exchange orders. This works well since their prices are pretty consistent from event to event, and when there are price differences it's never very much, so the patrons usually don't question where the balance went.
So I suppose my feedback would be based on how much money is being impacted - I don't think our patrons would be very happy to have large sums automatically contributed.
Thank you! That is a very interesting idea.
We take that money and put it on an exchange capture fee. Patrons have been remarkably understanding about it. I thought it would bother a lot of people, but honestly, we have not had anything like a large number of serious complaints about it. If the amount going to the fee IS a rather large amount, the Box Office staff tries to find a way to lessen that, but otherwise, it has worked rather well for us.
That's my concern too. Most of our downgrades come from moving from a prime night to a non-prime and those amounts are small (under $10) but if someone has to take a seating downgrade the amount can significant. Also our patrons know when they are taking a downgrade so they question where the money is going.
Thanks! It's good to know you haven't had any major push back on it!
At Broadway Sacramento we offer two choices at the time the exchange is made. Patrons can either donate the difference or we can send them a voucher good for one year.
I know this is an old post, but I'm curious if you charge people the difference when they upgrade, and if so, do you get pushback from them regarding having to pay the difference, when you don't give them money back for downgrading?
Hey Amber,
When a patron downgrades from a ticket exchange, we apply that difference as an "exchange downgrade" fee. If they exchange again and upgrade/go back to their original price class, we make sure to remove that downgrade fee so they're not paying twice on money they already paid originally. Does that make sense?
For regular exchanges into an upgrade, we never have any issues as it's expected that you have to pay more for better seats.
Best,
Michelle