Ticket Exchange
Ticket upgrades and seat changes are common and now, they’re effortless with the Ticket Exchange. This guide walks you through how to enable ticket enchange, so fans can manage upgrades themselves after purchase.
How does Ticket Exchange Work
Ticket exchange can be activated at the event level, allowing customers to easily upgrade to a higher value ticket like VIP, child to adult or premium seating without making an additional purchase. This self-service feature offers greater flexibility and enhances the overall experience.
How to Enable Ticket Exchange
- Navigate to: Events > Reseller
- Scroll to Ticket Exchange Settings
- Check the box, “Allow customers to exchange tickets”
- Be sure to click Save Changes
Once enabled, customers can self-manage eligible ticket upgrades or downgrades directly through their Flicket customer portal. Please note downgrades at present will not be automatically refunded. If you do wish to provide a refund, this will need to be done manually.
What Happens When a Customer Exchanges a Ticket?
- The original ticket is released back into public inventory
- A new upgraded ticket is issued under a new order number
- If the original ticket was part of a multi-ticket order, that order still exists for the other tickets
- The customer ends up with two order numbers:
- One for the original order
- One for the upgrade
This ensures every transaction is tracked independently while staying linked to the same customer.
Orders, Reporting and Revenue Tracking for Exchanged Tickets
The original order remains a completed transaction. The upgrade is treated as a new sale, and any price difference is recorded under the new order.
Capacity Reporting:
- Original ticket returns to inventory
- New ticket is sold
- Event capacity remains accurate
Revenue Reporting:
- Original ticket revenue stays with the first order
- Upgrade revenue is tracked under the new order
- Downgrade revenue is tracked under non refunded sales
Ticket Exchanges & Afterpay Payments
If a customer purchased their original ticket using Afterpay:
If a customer hasn’t finished paying off their original ticket via Afterpay, and they would like to upgrade or downgrade they can do so. Afterpay and Flicket operate independently, Flicket does not track Afterpay payments, nor will block purchases due to unpaid Afterpay installments. It's up to Afterpay to continue collecting payments.
If upgrading a ticket e.g. from GA to VIP
- The customer pays the difference in price between the original and new ticket.
- They can choose to pay the upgrade difference using Afterpay (if available) or a credit card
- Flicket treats it as a new transaction for the difference only
If downgrading a ticket e.g. GA1 to GA2
- If the new ticket is cheaper, Afterpay won’t automatically refund the difference because it doesn’t know the original purchase price.
- Flicket does not automatically process refunds for ticket downgrades. If a customer selects a lower-priced option than originally purchased, the difference is not refunded unless the event organiser chooses to intervene manually.
We recommend updating your Terms and Conditions to clearly state the policy on downgrades and non-refundable price differences. This helps prevent confusion, complaints, and support issues.
Ticket Exchanges & Payment Plans
If the order on a payment plan is not yet paid in full:
If a customer is still paying off their order via a payment plan, the tickets have not yet been issued. Because there are no issued tickets, the customer cannot exchange or modify their tickets at this stage. They will need to complete the full payment before any changes can be made.
Payment plan tickets paid in full:
Once the payment plan is paid in full, tickets are issued to the customer. At this point, they are eligible to exchange their tickets (e.g., upgrade, downgrade, or switch ticket types), following the exchange process.