Ticket Transfers: gives your customers the ability to transfer ticket(s) to another person via their customer account, or allows an Admin level user to initiate a Ticket Transfer through the Nliven Admin app.

Preliminary Setup Work

Ticket Transfers will only be available for Delivery Methods “Print at Home” or “Email”, so these must be configured on the Delivery Plan selected for the Event Template(s). More details can be found later in this page.

The “Allow Customer Login” functionality should be toggled on if you wish to allow your customers to manage their own transfers through the customer flow.  For further details access the Edit General Accounts Settings and Customer Login Guidance pages.

The following types of Ticket Transfer emails can be customized within Event Template Settings→ Email.

• Transferee Ticket Transfer Canceled
• Transferee Ticket Transfer Completed
• Transferee Ticket Transfer Initiated
• Transferor Ticket Transfer Canceled
• Transferor Ticket Transfer Completed

Detailed information on emails associated with Ticket Transfers can be found later in this page.

Enabling Ticket Transfers 

Please note: In order to utilize Ticket Transfers in Nliven, you will need to contact nlivensupport@tixtrack.com or fill out our support form with a request to make the functionality available on your account.

Once this has been enabled by the TixTrack team, you will be able to toggle on “Enable Ticket Transfers” on the Event Template(s) you wish to allow transfers for.

Ticket transfers are enabled under Settings → Options → Tickets, by toggling on “Enable Ticket Transfers.”

Requiring Acceptance of Terms & Conditions

The same Terms & Conditions will apply to both the standard customer purchase and transfer flows, so if the setting is turned off, customers will not be required to accept them in both paths.

For further details access the Edit General Accounts Settings page.

 

Marketing Opt-Ins

Marketing opt-ins can be configured, so the recipient of a Ticket Transfer is prompted to sign up for certain marketing opt-ins before they accept their ticket(s).

For further details access the Customer Tags - General, Memberships & Marketing Opt-ins page.

Admin Transfer Flow

An Admin user can initiate a Ticket Transfer on behalf of a customer.

On the “Tickets” tab of an order, the Admin will check the box next to the ticket(s) that will be transferred, and from the “Actions” drop down, choose “Transfer Tickets”.

A Transfer modal will appear that summarizes the Event and ticket details.
 

Once the Email, First Name, and Last Name have been inputted, click the blue “Confirm Transfer” button.

A summary of the Transfer will be displayed asking for confirmation for the transfer.

Clicking “Confirm” will complete the transfer.

Once a transfer has been initiated, an alert displays at the top of the Order indicating there is transfer activity on the order (see below).

An “Activity” tab will display that includes transfer activity next to tickets when applicable.

Note: Any ticket(s) being transferred by an admin will require the tickets to be manually sent to the new customer. The tickets will NOT send automatically like they do during the customer transfer flow. 

A warning message will display when a transferred ticket is attempted to be exchanged or canceled from its original order.  An Admin can continue with the exchange/cancellation as long as the transferred tickets have not been accepted by the recipient.

The “Tickets” tab will then display details of the “Original Buyer” above the transfer recipient’s information and transfer status.  Transfer status will only be displayed for tickets with transfer activity.

Transfer Tab 

The “Transfers” tab will only display if any ticket on the order has transfer activity. This will show the transfer history, including recipient information.

An Admin has the ability to:

• Cancel initiated/pending transfers.
• Doing so will send an email to the transfer recipient that the tickets are no longer available for orders made via the Web sales channel. 

Note: A transfer initiated by an Admin skips “pending” status and goes directly to “complete” status. As a result, there will not be a “Cancel Transfer” option, but the ticket(s) can be transferred back.

Customer Transfer Flow

A customer can transfer ticket(s) from their registered account. Once logged in, the customer will click on their name in the top right corner of the page and select “Tickets” from the menu.  

For further details on how to activate and use customer login, access the Edit General Accounts Settings and Customer Log In Guidance pages.

Note: Ticket Transfers has multi-factor authentication (MFA) active.
To see further information on Ticket Transfers MFA please visit our related change log post.
 

 

The “Tickets” tab will display all orders the customer has made - the customer can choose which order they wish to transfer either all or some tickets to a recipient for. They can do so by clicking “Actions” and “Transfer Tickets” from the drop down menu displayed. Note: This option will not appear if the Event's Event Template does not have transfers enabled.

Once “Transfer Tickets" is selected, a checkbox will appear next to each ticket within the order. The customer can then select which ticket(s) to transfer.

Once selected, the customer will fill out the recipient information, check “Agree to Term & Conditions” and any marketing opt-ins  (if applicable), and then click “Initiate Transfer”.

Once a ticket transfer is initiated, the recipient will receive an email requesting that they accept the ticket(s).

Once the recipient has accepted their ticket(s), they will be asked to register for their customer account (if they do not have one) or be prompted to log in.

If the recipient does not have a customer account, an email verification will be sent to their email address for them to activate their account.  A modal will display this guidance.

The recipient will be able to view the tickets they have received in their “Account” under the “Tickets” tab. This will also confirm the name of the transferor and the date the transfer took place.

Note: If a customer cancels a transfer before a ticket is accepted, the recipient will see a “These tickets can no longer be accepted” message when they click the “Accept Tickets” button in the email. The recipient can initiate another transfer after accepting the tickets, but they will need to create an account or log in to do so.

Manage Your Account 

• A “Transfers” tab is displayed if the customer has completed or canceled transfers. It does not display pending transfers at this time.
• Transfers are grouped by transfer recipient with links to the orders and to the recipient accounts.

My Account - Transfers Tab

• There are three sub-tabs: “Pending”, “Canceled”, “Completed”.
• Each tab lists individual transfers and their status.
• The option to cancel is only presented on the “Pending” tab.

• A “Transfer Tickets” button will display for Events that have transfers enabled, but only after tickets have been sent to the customer.
• The customer needs to be logged in to be able to initiate a transfer.
• Status of transfers is detailed next to each ticket that has had a transfer initiated.
• After clicking the “Transfer Tickets” button, a “Transfer Tickets” modal will appear as described above. The modal only displays ticket(s) that have not been transferred.
• Once the transfer is complete, the tickets no longer appear on the transferor’s “Tickets” tab.

Email Notification Information 

Please see below for a detailed explanation of which transfer-related emails will be sent and when.

Transferor

• Transfer Completed: when transferee/recipient completes transfer by clicking “Accept Tickets”.
• Transfer Canceled: when pending transfers are canceled or order/tickets are voided by transferor or Admin. Note: Only generated for orders created via the web sales channel.

Transferee/Recipient

• Accept your tickets: when the “Transfer” button is clicked by the transferor. 
  • Transferee/recipient clicks on the “Accept” button in the email and is taken to a landing page with an option to opt-in to promotional material, agree to Terms & Conditions, and “Accept Tickets”. Transferee is then shown a link to the web tickets and prompted to log in or register.
• Transfer Completed: when transferee/recipient completes ticket transfer by clicking on “Accept Tickets”.
• Transfer Canceled: when pending transfers are canceled or order/tickets are voided by transferor or Admin. Note: Only generated for orders created via the web sales channel.

Delivery Methods for Tickets being Transferred 

Transferred Tickets will be delivered based on the Delivery method of the original order when it was placed, either “Print at Home” or “Email”.

A customer will not be able to transfer a ticket that is purchased with “Point of Sale” or “Mail” Delivery Methods.  For these Delivery Methods, the customer will be shown either “Tickets printed at point of purchase” or “Tickets delivered by mail” message.