Some of our patrons have been buying tickets online for one performance, but then because of Covid they need to reschedule to a different performance of the same type. Specifically we use this at a museum and a patron bought online tickets for general admission for today, but just called and said they need those tickets rescheduled for next week because of a Covid quarantine. Is there an easy way to reschedule those tickets without having to do a refund and repurchasing? We do not have their credit card on file so we cannot do a refund and then repurchase.
Any advice would be helpful.
Hello Chelsea,
If you perform the exchange in the same order, there should be no reason to need their payment details - as long as the new tickets are the same value as the originals.
Martin
Hi Chelsea!
Like Martin said, if the exchange is processed within in the same order and the new tickets are the same price, you can return the original seats and rebook the new date without having to make any changes to Payments.
We also a have a set of recommended best practices for processing exchanges in our Knowledge Base - here's the link if you'd like to take a look!
https://hello.tessituranetwork.com/knowledgeBase/13319893
Lily, reading through your link to the knowledge base, it appears to speak specifically to Season ticket/Package sales (and proper tracking through Campaigns and Appeals). I don't believe that matters as much for museums. I'm assuming the suggestion of "never exchange in the same order" has to do with source and appeal tracking - is that right? Or is there another reason why exchanging within the order wouldn't be considered a good practice?