Change Tool

Change Tool

Now enable your fans to reschedule and/or upgrade their tickets themselves via the change module. It regularly happens that a buyer wants to reschedule their tickets, for example to another day, timeslot, price category or another event. With our change module we offer ticket buyers a solution that allows them to reschedule and/or upgrade their tickets. 

Benefits
  1. Providing a self-service solution for rescheduling tickets, which saves a lot of time and costs for Customer Service;
  2. Being able to reschedule themselves increases the feeling of control for the ticket buyer, which has a positive effect on the fan experience;
  3. Organisers can implement a new revenue model by offering the sale of upgrades (for example marketing campaigns aimed at upgrading to VIP). 
Configuration
Step 1 – Create Change tool configuration
  1. Go to Merchant > Other settings > Change order configuration; 
  2. Select Create new configuration; 
  3. Enter a name and set the desired fee settings; 
  4. Click Save. 
Step 2 – Create a shop for rescheduling
  1. Select Sales configuration in your event; 
  2. Create a shop (see also more explanation in this article) as usual and add the products that ticket buyers are allowed to purchase when they reschedule;
  3. Click Save;
  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 Change tool configuration you created. This makes this shop available as the shop they can reschedule into. 
Step 3 – Make rescheduling available in the desired primary shops
  1. Go to Sales configuration; 
  2. For the primary shop in which you want to make rescheduling available, open Edit sale under the three dots;
  3. Under Change order configuration, select the Change tool configuration you created. This means that every ticket buyer who bought via that shop will see the reschedule option; 
  4. Under Allowed products for order change, select the products that you want buyers to be able to reschedule; 
  5. Stay on this page for the next step. 
For the activated products, it is possible to link products to each other.
Info
An example would be that it is only possible to upgrade from a Saturday ticket to a Sunday ticket. 

Step 4 – Define the rules you want to use for rescheduling
You can make the reschedule shop “private”, meaning only available for buyers who want to reschedule products via MyOrder:
  1. Select the sales configuration of the reschedule shop;
  2. On the right, under the three dots, select Edit sale; 
  3. Open the Change order tab; 
  4. Activate 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 they are rescheduling (this is only possible in combination with the restriction above):
  1. Select Sales configuration; 
  2. On the right, under the three dots, select Edit sale; 
  3. Open the Change order tab; 
  4. Activate Ticket for Ticket; 
  5. Select Save changes. 
It is also possible to define, per product, which rescheduling options are offered. An example would be that you only allow a Saturday ticket to be rescheduled to Saturday VIP. 
  1. Select Sales configuration; 
  2. On the right, under the three dots, select Edit sale; 
  3. Open the Change order tab; 
  4. For the activated products, select the three dots and then click Manage change and upgrade options;
  5. Define the rescheduling options there and click Save. 
Alert
Note: When the restriction option (private shop) is combined with linking products, only those products are shown. When products are linked without the restriction option, the full range within the reschedule shop is shown, but the credit will only be applied as a discount when products are linked to each other. 

How does it work for the ticket buyer? 
  1. After placing an order, the ticket buyer receives a confirmation email containing a link that provides access to MyOrder. MyOrder is the central page where a buyer can manage their order. 
  2. On this page, a “Change products” button is shown. If the buyer selects this, they can indicate which products they want to change.
  3. The buyer then chooses the event for which they want to use their credit, after which they are redirected 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 that were selected to be changed in the original order are cancelled.

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