When an exchange request is submitted (if auto-approval is disabled), you may review these requests in the Exchange Manager. Visit the Customers section and locate Exchanges in the sidebar to get started.

For each exchange request, the table displays some basic information for all pending exchanges, such as a timestamp and the Order ID. Click the Manage Exchanges link to view the customer’s request.

The window displays all information pertinent to the potential exchange, including details for the original event and the new event, as well as all tickets proposed for the exchange.

  • Click Confirm Request to accept and process the exchange. A new order confirmation will be delivered to the customer, which includes their new tickets.

  • Click Deny Request to reject the exchange. An update email will be delivered to the customer to inform them about the rejection of their exchange request. In the field provided, you may include a message to the customer and explain why the request was denied.