• On the order details page (accessible by clicking the order number from the will call list or from the order page on the admin portal), select the button in the upper right corner that says REFUND / EDIT.   

• Select the tickets / add-ons / products you would like to refund, credit or exchange. 

• Please note that if the order has add-ons, the add-ons must also be selected if exchanging the tickets to another show. Without doing this, the new tickets will not have add-ons attached. 

• After selecting the tickets / add-ons / products, click the action you wish to execute. 

• Once the user has selected either REFUND or CREDIT, a confirmation message will pop up, such as the one below.

• Clicking EXCHANGE or ADD ITEMS (in the upper right corner of the screen) brings up the events list page.     
  • From there, users can select which show to exchange tickets for or add additional tickets.

 

• Once the desired show has been selected, users will follow the same workflow as creating new orders in the box office.

• Users can select a new ticket quantity, add-ons and upgrades. 

• The next screen will present the cart summary. Users can either select CHECKOUT or CANCEL EDIT button in the upper right corner of the screen. 

• The CART link will bring users to the cart summary page.

• The cart summary page looks like this.

• If there is a promo code valid for the selected show, users may apply it here.
  

• From here, users can select COMPLETE TRANSACTION or CANCEL EDIT in the upper right corner. 

• Clicking the CART link will not do anything at this point since the user is already on the cart summary page.

• After the transaction is complete, users will be redirected to the order details page. 
  • If a balance is owed, there will be a red OUTSTANDING BALANCE link to click so payment can be collected.

• By clicking the OUTSTANDING BALANCE link, users will be brought to the same payment screen as in the box office app.