Start the exchange process just like starting a refund: navigate to the ticket order, check off the items you want to exchange, and then click "Exchange Selected Tickets."

The next screen shows you which item you've chosen to exchange. When you click "Select Exchange Items," you'll go through the process of selecting tickets just like you would if you started a new order.

Depending on what tickets you select, you'll see some different options when you're done:

Most of the time, you'll probably be doing an even exchange -- replacing the original item with an item of the same value. If so, you'll see that the "Difference in Cost" of the items is $0, and the process is simple: just click "Submit Exchange"....

...and you'll see the new item appear on the ticket order (the old item gets marked as "Deleted").

If the new ticket you selected is more expensive than the original...

... or less expensive than the original, you have a few options to choose from:

In this example, the new (exchange) item costs less than the original. But if you're doing a refund as a courtesy for the patron, you might not want to actually credit them with the price difference (or charge them the difference). So click the "Force Equal Exchange" button, which will automatically adjust the price of the new item up or down to equal the original. Above, the $45 ticket has a "negative discount" of $15 applied to it, raising the price to $60 and turning this into an even exchange.

If you change your mind, click "Reset to Face Value."

If you do want to issue a credit to the patron for the difference in cost, click "Submit Exchange."

You'll be presented with the same three options that you have when doing a regular refund: credit card (if the patron paid via credit card in the first place and it's been less than 60 days), check/cash, or "convert to a donation." Select the option you want, and then click "Submit Exchange" to finish.

If the exchange item costs more and you want to charge the patron the difference in cost between the two tickets, click "Submit Exchange"

PatronManager tells you that the buyer owes an additional amount. You can charge the difference to her card right from this page (1), or you can note that the buyer will pay by cash or check (2). You'll have the option to create a reminder task.

(Note that you do need to collect the credit card info from the buyer again at this time -- PatronManager doesn't store credit card information, so you can't automatically charge it to the card of the original purchase.)

1. Exchange Fees: Right now, there's no official way to charge a fee for exchanges. If charging a fee is part of your exchange policy, the easiest thing to do is to adjust the fees or face value of the exchange item manually, as shown below:

In this example, we're doing an even exchange, but we've manually adjusted the fees on the new item in order to charge the patron a $5 exchange fee.

Exchange fees are on the product roadmap and this feature will be added soon.

2. GA exchanges: Exchanges of tickets for general admission events work a little differently. Click "next ," below, to see how.