How to exchange tickets with TicketSource

Posted on Thu 15 December 2016 at 5.26PM
Categories: Features

At this time of year, we get a lot of customer enquires about exchanging tickets. With so much going on, it's easy to spread yourself a little too thinly and realise you can't be in two places at once!


Whilst we at TicketSource do not process refunds or exchanges, you are in complete control of your account and can choose to exchange customer bookings if you are happy to do so.


How do I exchange bookings?


To exchange, login to your TicketSource account and follow the steps below:


  • Go to "Customers" | "Find Customer"
  • In the text box (top right) enter the customer name or booking reference
  • Select the customer from the list
  • With the customer's details shown in the 'Customer Details' tab, click the 'Customer Bookings' tab
  • Next to the relevant booking go to "Actions" | "Exchange Booking"
  • Follow the on-screen prompts


NOTE: A refund through your TicketSource account will refund the face value of the ticket, less the booking fee and any delivery charges. TicketSource only refunds the booking fee in case of a cancellation or significant change to the event.


screenshot of an exchange



Exchanges tickets of differing value


One thing to keep in mind is if the exchange is for a different amount to the original booking. This could be due to different ticket prices or booking fees.


In this case, when you start an exchange the system will recognise the price difference and will prompt you to contact the TicketSource exchanges hotline to process the exchange. This is a separate telephone number and alerts us to the fact that you have authorised the exchange when a customer calls.


NOTE: There is a £1.00 admin fee to process an exchange.



Stripe exchanges


If you have integrated Stripe with your TicketSource account you can exchange bookings by following the standard procedure as outlined above.


If you have any questions about exchanges, please contact our Support Team, who will be able to help.


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