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.
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.
Thanks! It's good to know you haven't had any major push back on it!