Change Tool

Change Tool

Enable your fans to rebook and/or upgrade their tickets themselves through the change module. It is common for a buyer to want to rebook their tickets, for example to another day, timeslot, price category, or a different event. Thanks to our change module, ticket buyers are offered a solution that allows them to rebook and/or upgrade their tickets.

Benefits
  1. Providing a self-service solution for rebooking tickets, saving a lot of time and costs for Customer Service;
  2. Allowing buyers to rebook themselves increases their sense of control, positively impacting the fan experience;
  3. Organisers can implement a new revenue model by offering upgrades for sale (for example, marketing campaigns encouraging upgrades to VIP).
Configuration
Step 1 - Create Change tool configuration
  1. Go to Merchant > Other settings > Change order configuration;
  2. Select New configuration;
  3. Enter a name and set the desired fee setting;
  4. Click Save.
Step 2 - Create a shop for rebooking

  1. Select Sale configuration in your event;

  2. Create a shop (see additional explanation in this article) as usual, and add the products that ticket buyers may purchase when rebooking;

  3. Click Save changes;

  4. On the right, under the three dots, select Edit sale;

  5. Open the Change Order tab;
  6. Under Change order configuration group, select the previously created Change tool configuration. This makes this shop available as a shop to rebook into.
Step 3 - Make rebooking available in the desired primary shops
  1. Go to Sale configuration;
  2. For the primary shop in which you want to enable rebooking, open Edit sale under the three dots;

  3. Under Change order configuration, select the created Change tool configuration. This means that every buyer who purchased through that shop will see the rebook option;

  4. Under Allowed products for Change Order, select the products you want buyers to be able to rebook;

  5. Stay on this page for the next step.

For the activated products, it is possible to link products to each other.

Info
For example, it may only be possible to upgrade from a Saturday ticket to a Sunday ticket.

Step 4 - Determine the rules you want to apply for rebooking
You can make the rebooking shop “private,” meaning it is only available for buyers who want to rebook products through MyOrder:
  1. Select Sale configuration;
  2. Under the three dots on the right, select Edit sale;
  3. Open the Change Order tab;
  4. Enable Restrict sale to Changes & Upgrades only;
  5. Select Save changes.
If you only want to allow fans to order the same number of tickets in their new order as the tickets they are rebooking (only possible in combination with the restriction above):
  1. Select Sale configuration;
  2. Under the three dots on the right, select Edit sale;
  3. Open the Change Order tab;
  4. Enable Ticket for Ticket;
  5. Select Save changes.
It is also possible to define the rebooking options per product. An example could be that you only allow upgrading a Saturday ticket to a Saturday VIP ticket.

  1. Select Sale configuration;

  2. Under the three dots on the right, select Edit sale;

  3. Open the Change Order tab;

  4. For the activated products, select the three dots and then Manage change and upgrade options;

  5. Set allowed changes and upgrades and click Save changes.


Alert
Note: When the restriction option (private shop) is combined with product linking, only those linked products will be shown. If products are linked without the restriction option, the full range within the rebooking shop is shown, but the credit will only be applied as a discount when linked products are selected.


How does it work for the ticket buyer?
  1. When the ticket buyer has placed an order, they receive a confirmation email containing a link to access MyOrder. MyOrder is the central page where a buyer can manage their order.
  2. On this page, a “Change products” button is displayed. If the buyer selects this button, they can indicate which products they want to modify.
  3. The buyer then chooses the event for which they want to use their credit, after which they are forwarded to the shop.
  4. In the shop, they select the new products, and the credit from the original order is deducted from the new total amount.
  5. The buyer completes the new order, and the products selected for change in the original order are cancelled.