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.
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