How to: Returns and Exchanges

Exchange basics:

Our return/exchange policy is that as long as it is not the day of the show, we can return/exchange tickets at a charge of three dollars per ticket.  Our return/exchange policy is on the back of every ticket, and we inform our patrons of this policy at the end of every order.

To perform an exchange, simply remove the seats in Audience View, and then add seats for the new performance to the order as you normally would.  Next, navigate into the Miscellaneous Items tab and add a quantity of Return/Exchange fees corresponding to the number of tickets they are switching.  If they are doing their exchange in person but the tickets were purchased online or over the phone, also add an appropriate number of Phone/Internet Convenience Fees to the order through the same tab.  Take payment, and when you put through the order, you'll be prompted to give a reason for the ticket switch.  It is not necessary that they bring in the tickets to have them replaced; they may dispose of them themselves.  If the patron is calling to do the switch, offer to send their new tickets by email or have them left for pickup at the Box Office.

Return basics:

Returning is very similar, except in addition to the return/exchange fee and possibly the phone/internet convenience fee if the tickets had been booked over the phone, also add a Return/Exchange gift card from the miscellaneous items tab.  If you need help making a gift card, see How to: Gift Card Basics.

Exchanging tickets purchased under a promotion:

If the patron wants to switch their tickets and the originals were purchased with a promo code, they can keep that promotion on their new tickets, even if the promotional period is over.  However, they must abide by the original restrictions of the promotion.  If you're unsure for which dates the promo was valid, search the bulletins for the promo code.  It's easiest to add the new tickets before you remove the old ones, since then the promo price type will be activated for the order and will show up in the price list; if you take away the seats first, you might not be able to activate the promo if it's outside the promotional window.

Returns onto a credit card:

In most situations, it is against Centre policy to return back to a credit card.  However, in some situations it is appropriate, such as if the patron wants you to add the CAA discount to an order they had made online, or if you were the one who made the mistake.  There is only one way to do returns onto a credit card that do not require supervisor override; if you're getting a validation error, be sure you're using the proper return method.  First, make all the changes to the order that you want to make.  The amount the order is overpaid should show in red under amount due on the righthand side of the summary window.  Expand the credit card payment, and click partial refund.  Process the order, and the balance should have successfully been put onto the patron's credit card.  You won't need the patron's card to do this, unless the original payment had been made in person; then, you will need them to put their card in the reader, and have your supervisor override.