Self-Exchanges: give your customers the ability to exchange ticket(s) to another Event, or to different seats on the same Event, via their customer My Account area without having to contact the box office. 

Preliminary Setup Work

The “Allow Customer Login” functionality must be toggled on if you wish to allow your customers to use the self-exchange feature through the customer flow.  For further details, access the Edit General Accounts Settings and Customer Login Guidance pages.

You must also have Consumer Checkout V2 enabled to utilize this feature - contact the Ticketing Services team for further details.

Enabling Self-Exchanges

Note: In order to utilize Self-Exchanges 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 Self-Exchanges" on the Event Template(s) you wish to allow customers to exchange their tickets for.

Self-Exchanges are enabled under Settings → Options → Tickets, by toggling on “Enable Self-Exchanges.” 

Toggling this on will allow the customer to exchange into the same price or higher price tickets. 

You are able to allow your clients to self-exchange to tickets of a lower value price and refund the difference to their credit/debit/prepaid card.  

Allow Refunds for Self-Exchanges are enabled under Settings → Options → Tickets, by toggling on “Allow Refunds for Self-Exchanges.”

Further information is detailed below in the Self-Exchange to lower price tickets section.

Promo Configuration

By default, all Promos disallow Self-Exchanges. To allow them on a Promo, simply check the Allow Self-Exchange option.

This configuration takes effect immediately and allows this option to be available on orders made with the Promo code prior to this configuration.

Note: If your Event Template has a Default Promo configured for the Web sales channel, this Promo must have "Allow Self-Exchange" toggled on. A Self-Exchange will not currently persist a Promo used for the original order for any Promo other than the Default on an Event Template. 

For further details on how to set up a Default Promo, access the  Edit Event Template - Settings Tab page.

Configuring a Self-Exchange Fee

When offering the Self-Exchange functionality to your customers, you have the ability to include an Exchange Fee which will be automatically applied when a customer exchanges their tickets.

Within your Fee Set select “Exchange” as the Fee Category and then configure your Fee Type and Fee/Amount as you wish.

You should select the “Web” sales channel only as this is the only sales channel that can use this functionality. This is highlighted below in the Consumer Exchange Flow section.

 Further details are provided in the Create Fee Sets/Fees in an Event Template page.

Customer Exchange Flow

A customer can self-exchange 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 Account Settings and Customer Log In Guidance pages.

The “Tickets” tab displays all Orders the customer has placed, from which the customer can choose which Order they wish to exchange.  They can do so by clicking “Actions” and “Exchange Tickets” from the drop down menu displayed. The customer must exchange all tickets within the Order.  

Note: Only Orders made via the Web sales channel will be able to use this functionality. Orders paid by Affirm will also not be able to be self-exchanged.

Customers can see their original tickets on the Event seat map (in yellow) and then will be free to select different seats on the same Event or select a new Event date from the calendar.

Note: The Self-Exchange functionality will only show open inventory and will use a Default Promo only. The functionality will not identify/use a Promo Code of the original order, other than the Default if configured.

Self-Exchange to lower price tickets

If you wish to allow your clients to self-exchange and refund the difference, the self-exchange will work in exactly the same way as an equal cost exchange, but with a slightly different display at the Review Basket screen. The New Order Total will be displayed - with a Balance Due showing a refund amount (a minus/negative amount).  

Once proceeding to the checkout/payment screen the client will see a message stating that the original card used will be refunded the Balance Due.  The client has to accept this by checking the checkbox next to the acknowledgement message for the refund. The exchange cannot be completed without the box being checked.

The customer will then click “Complete Exchange” and their self-exchange will complete with the refund being actioned simultaneously.

Miscellaneous Tips & Troubleshooting

Verifying if Self-Exchange properties are correctly set on the Event

At an individual Event level, the Web On Sale Start Date must be set to a past date / time and the Self-Exchange Off Sale Date must be set to be in the future.

Further details on how to create and edit these fields are provided in the Create/Edit an Event page.

Verifying if the Order being exchanged has Transfer activity

Orders with transfer activity cannot be self-exchanged.
To verify if this has occurred, navigate to the Order Details page of the specific Order. If there is transfer activity on the order a warning message will be displayed. This will indicate that transfers have started or completed.  

Further details on how to locate and manage an order are provided in the Orders Management page. Further details on Ticket Transfers are provided in the Ticket Transfers page.

Troubleshooting if Self-Exchange option not available in the “My Account” area

The following requirements must be met in order for an Order to be exchangeable by a customer online:

• The Event Template Allow Self-Exchanges setting must be enabled
• The Event Template cannot have externally-controlled inventory
• The Event’s Web On Sale Date must be in the past
• The Event’s Self-Exchange End Date must be in the future
• The Order must have been placed via the Web sales channel
• The Order must contain only ticket Order items (not products at this time) and only for one Event
• The Order must be in the Accepted, not Canceled, status
• The Order cannot contain any tickets with Transfer activity
• The Order cannot have Order level Fees
• The Order can only have one payment method - Credit/Debit/PrePaid card
• A ticket must be non-voided, non-scanned, and have been delivered electronically in order to be exchanged
• Ticket Order items with a Promo applied can only be exchanged if the Promo’s Allow Self-Exchanges setting is enabled. A Self-Exchange will not currently persist a Promo used for the original order for any Promo other than the Default on an Event Template