Please note that the Next Generation Events feature is only available to organizations with Neon CRM Impact or Empower packages AND Neon Pay as the payment processor.
Contact us at clientaccountspecialist@neonone.com to discuss your current package and/or switching to Neon Pay.
Learn how to process a ticket exchange in this step-by-step guide. This help guide will demonstrate how to process a ticket exchange in the Next Generation Event module in Neon CRM.
Recommended Reading Before You Start
Instructions
Process a Ticket Exchange
There may be times when a constituent wishes to exchange the ticket or tickets they have purchased for one event occurrence for a different occurrence time or date of the same event. Likewise, if your organization offers multiple events, there may be times when a constituent wishes to exchange the ticket or tickets they have purchased for one event for a different event. In both cases, you will process a ticket exchange.
To process a ticket exchange:
1. Search for the constituent who requests the exchange in the search bar at the top of the page.
2. Select the applicable constituent from the drop-down list that appears while you type.
On the constituent’s account page:
3. Select Event Registrations in the left side menu.
On the Event Registration page:
4. Locate the ticket the constituent wishes to exchange tickets and select the dollar amount in the Amount column next to the ticket. (If there are multiple tickets, you may select any of the Amount links next to any of the tickets for the event. If the constituent purchased multiple tickets for an event, selecting any amount in the Amount column will pull all of the tickets purchased in the original order.)
On the Order Details page:
5. Select Exchange in the top right corner.
After you select this button, the Set Exchange Items heading appears above the second section, as seen below.
In this section:
6. Select the checkbox or checkboxes next to the ticket or tickets the constituent wishes to exchange. If the constituent wishes to exchange all tickets, you may select the checkbox next to the Exchange Ticket Price heading.
If the original ticket or tickets had an associated processing fee:
7. Select the checkbox or checkboxes next to the fee or fees you wish to include in the exchange. If you wish to select all the fees in the list, select the checkbox next to the Exchange Ticket Fee heading.
When you have made your selections:
8. Select Continue.
The system now takes you to the ticket sales page.
Please note: When you process an exchange, you are, in essence, reverting the ticket sale into an internal credit and then using the proceeds from the internal credit to “purchase” the new ticket or tickets for the constituent’s desired new event or occurrence.
On the ticket sales page, if the constituent wishes to attend a different occurrence of the same event:
9. Select the desired event and occurrence.
10. Select the seats you wish to “purchase” for the new event occurrence. Please note: The image below displays an assigned seating event. If the event is a general admission event, you must enter the number of tickets you wish to “purchase” for the exchange. In either case, once the applicable new "tickets" have been selected, select Checkout.
Likewise, if the constituent wishes to attend a different event offered by your organization:
11. Select the desired event and then select the desired occurrence.
12. Select the number of tickets you wish to “purchase” for the new event or, if applicable, select the assigned seats you wish to “purchase” for the new event.
13. Once all selections are made, select Checkout.
At this point, one of three situations will occur:
Situation 1
If the new event or occurrence is higher in price, as seen in the image below (i.e. the Chicago Youth Symphony tickets are higher in price than the originally purchased tickets), the exchanged amount from the internal credit of the exchanged tickets will be subtracted from the new purchase amount. The constituent must then pay the difference for the new ticket or tickets. In the example below, the constituent owes $17.54.
Situation 2
If the new event or occurrence is lower in price, as seen in the image below, the constituent is owed a refund. You may select the Refund radio button (as seen per the red box in the image below) to refund the difference in price between the original event or occurrence and the new event or occurrence. If you do not wish to refund the difference, keep the default option of No Refund selected. In the example below, the new event is $42.46 less than the originally purchased event tickets, and the constituent will receive this money as a refund.
Situation 3
If the new event or occurrence is the same price as the original ticket or tickets, as seen in the image below, the constituent will not owe any amount or be refunded any amount.
Once you have selected the ticket or tickets to the new applicable event or new occurrence of the same event, you will arrive on the Order Summary page (as seen below).
As explained above, on the Order Summary page:
14. If an amount is owed, enter the payment information.
If the exchange is eligible for a refund because the ticket price of the new event or occurrence is less than the originally purchased ticket or tickets:
15. Choose either the Refund or No Refund radio button (as seen in the image above under "Situation 2").
If the exchange is an even amount (i.e. an exact price exchange), skip to the next step.
For all situations, once all applicable information has been entered or selected:
16. Select Submit Order.
You have successfully processed a ticket exchange.
Recommended Related Articles
- Purchase Tickets for an Assigned Seating Event on Behalf of a Constituent
- Purchase Tickets for an Online or General Admission Seating Event on Behalf of a Constituent
- Sell Tickets on Hold for an Event