More online freedom is coming to your customers: while in the past, all ticket changes had to be handled via the box-office or call centre, we are now moving some of those processes online. We are rolling a series of features allowing customers to perform exchanges online, helping you in reducing operational costs, offer better customer service and derive additional revenues from upgrades and fees. On top of operational efficiency, this also open the door to post-sales online upgrades. As of this version, the self-exchange feature supports:
For now, the following scenarios are supported:
- Competitions: change of seat for the same match, change of match in the same competition, for single tickets and tickets purchased inside a championship season ticket. For tickets inside a championship season ticket, the new ticket is sold at the regular (outside season ticket) tariff and the refund of the ticket inside the season ticket is refunded at the pro-rated amount of the season ticket.
- Events: change of seat for the same performance, change of performance in the same event, for single tickets and tickets purchased inside a calculated-price season ticket. For tickets inside calculated-price season ticket, the new ticket is sold at the same tariff as the original season ticket.
- Visit passes: change of the timeslot and/or
Solution
Online self-exchange is a new feature that can be activated on your internet point-of-sales. You can choose the type of changes you want to allow per point of sales (change of seat at the same date, or change of date/time), and can also control which products and tariffs are eligible to online changes.
Once activated, your customers will find in their account a new menu "Ticket exchange" showing all tickets eligible for exchange. They can then choose which tickets they want to change.
Individual tickets can be picked for online exchange, from one product at a time. Note that in the case of group visits, the entire group is shown as one line and must be picked at once.
Note that only exchange at a time (one product) can be performed: it is not possible to start simultaneously 2 exchanges nor to add additional products in the same cart.
You can only exchange tickets that you could still buy at this time. So if the product is on sale (for the same performance / timeslot), it will be exchangeable. Of course, controlled tickets are not exchangeable.
Customers can add to cart their new tickets and the system will take care of computing the amount to be paid following the following key principles:
- The exchange can be done only if the new ticket is on sale according to the regular sales rules - this includes also tickets available within an advantage at this point in time for the customer.
- Exchanges are limited to the same product (i.e. you can change the performance or timeslot within the same event/visit pass product, but you are not able to switch a different event or visit pass product.
- At least the same number of tickets must be taken at the end of the exchange: if you exchange 2 tickets, then you have to select at least 2 tickets (the customer can also decide to add additional tickets on top if needed). Note that for group tickets, the number of participants can be changed up and down, as there is only one group ticket.
Change timeslot/participants for timeslot/visit passes
Change tariff for events/competitions
- If the new tickets are more expensive than the original tickets, then the customer has to pay the difference, plus any exchange fee added to the sales channel
- If the new tickets are cheaper than the original tickets, then the customer has nothing to pay and the price difference will not be refunded (it will be accounted as extra revenue for the organization). Accounting balances can be found in the fee report, similar to the accounting balancing coming from the resale platform.
Confirmation when price is lower
Summary of the exchange
How to get started?
You will have to first activate the feature at the different levels, before they can be used by your customers:
- Point-of-sales (in Internet Point-of-Sales parameters)
- Tariff
- Products
- Visit pass
- Timeslot pass
- Event
- Championship
- Season Ticket (the parameter is required to allow to change a performance/match within the season ticket)
The setup of the exchange fee, if needed, is done via Overheads: define an overhead for the order type Exchange and the associate it with your internet sales channel via an overhead grid, to setup exchange fees as either a percentage or a fix amount pre exchange order.
Setup in Point of Sales / Internet Parameters
Setup at tariff-level
