Swapping Tickets: Move Customer Bookings Between Dates

Seating plan with seats selected showing the admin toolbar

Swap Tickets modal showing order number input and new ticket assignments

• Transfer entire orders between event dates
• Preserve original pricing, discounts, and payment records
• Automatically notify customers of their new booking details
• Maintain complete audit trail of all changes

At a glance: Select replacement seats on the new date, load the existing order, verify the match, then complete the swap.

Think of it this way:

• Selecting seats reserves your new allocation temporarily
• Loading the order identifies which booking you are transferring
• Completing the swap moves the booking and releases the old seats

Note: The swap preserves financial records whilst updating booking details.

• Order ID and reference number
• Customer name and email address
• Order notes and custom question answers
• Payment method and transaction history
• Original ticket prices and discounts

• Event date changes to the new performance
• Seat locations update to new selections
• Order confirmation email is re-sent automatically
• Availability updates for both old and new dates

• You must have the Swap permission for the event's organisation
• This permission is typically granted to event administrators and box office staff

Note: Organisation owners can grant this permission through the team permissions section in organisation settings.

1. Sign in to your Seaty account with appropriate permissions
2. Navigate to the event page
3. Select the target event date
4. Choose seats or tickets for the new allocation
5. The "Swap" button appears in the order toolbar

• Click seats on the seating plan that match the original order
• Select the same number of seats as the existing order
• Ensure seat categories match or have equivalent pricing

• Add ticket types from the ticket selector
• Match the quantity to the original order
• Verify pricing aligns with the existing tickets

1. Click the "Swap" button in the order toolbar
2. The system reserves your selected tickets temporarily
3. A swap dialog opens displaying your new ticket selections

Note: If your selections are not available, you will receive an error message. Clear your selection and try different seats.

1. Enter the existing order number in the "Order Number" field

   • Order numbers are numeric (e.g., 12345)
   • Find order numbers via the "Find Order" tool in the admin menu
   • Customers have their order number in confirmation emails

2. Click "Load order" button

3. The system retrieves and displays the existing order details

• Event name and venue
• Order number confirmation
• Customer name and email
• Original event date/time
• Current ticket allocations

• For seated tickets: Group, seat name, category, and price
• For general admission: Ticket type, quantity, and price per ticket
• Any discounts applied to the original order

• Same format as existing tickets
• System attempts to match ticket categories automatically
• Pricing comparison is displayed

Validation Requirements:

• Ticket quantities must match exactly
• Ticket prices must be identical
• Seat categories must exist in the new date
• Fee handling settings must be the same

• New ticket count must equal existing ticket count exactly
• This includes both seated and general admission tickets
• Error displays if counts do not align

• Ticket prices must be identical between old and new
• For seated tickets, seat category prices must match
• For general admission, ticket type prices must align

• Seat categories must exist in the new event date
• Category names should match between dates
• System validates availability in target categories

• "Seat count is not the same, the new amount of seats should be [number]"
• "Cannot match price for seat [name]"
• "The new tickets selected are not available"
• "Cannot match ticket category for [seat]"

• Seaty Terms of Service link
• Seaty Privacy Policy link
• Event-specific terms and conditions (if configured)

1. Read the terms (expand organisation terms if needed)
2. Tick the acceptance checkbox: "I have read and agree to the Seaty Terms of Service..."
3. The "Swap tickets" button activates once terms are accepted

1. Click the "Swap tickets" button
2. The system processes the swap with these actions:
   • Validates all tickets are still available
   • Updates order records
   • Modifies seat allocations
   • Updates event date availability
   • Recalculates sold-out status for both dates
   • Logs the swap in the order history
   • Sends updated order confirmation email

• Customer receives updated order confirmation email with new date and seats
• Old event date availability increases (seats released)
• New event date availability decreases (seats occupied)
• Order page reflects updated information
• Order history records the swap with your name and timestamp

1. Navigate to the order page to confirm new seat allocations
2. Check the old event date to verify seats are released
3. Confirm customer received the email
4. Review any customer communications needed

• Contact the customer to confirm the change
• Explain any differences in seat location
• Provide additional event date information

• If prices match exactly, the swap can proceed
• For seated tickets with purchases, seat category IDs must match precisely
• Consider cancelling and re-booking if categories fundamentally differ

1. Use the "Lock Seats" admin feature to temporarily reserve capacity
2. Check for admin-reserved seats that can be released
3. Consider alternative dates
4. Wait for cancellations to free up capacity

• Temporarily adjust new date pricing to match original order
• Cancel original order and create new order at new pricing (requires payment handling)
• Contact support for assistance with complex swap scenarios
• Consider issuing a refund and having customer re-purchase

1. Cancel the original order
2. Create two separate new orders:
   • One for the original date (remaining tickets)
   • One for the new date (moved tickets)
3. Process any necessary refunds or additional payments
4. Manually update customer records

• First pass matches by exact category ID
• Second pass matches by price if category differs
• Creates new order seat entities with updated category details

• Rename categories to match temporarily
• Ensure at least one category at each price point
• System matches on price when exact category is not found

• Each swap creates audit log entries
• Maintain communication record
• Consider if cancellation and re-booking is cleaner
• Track customer swap patterns for potential issues

1. Cancel original order
2. Create new order on different event
3. Process refund/payment adjustment as needed

• New selection must have identical count to existing order
• Counts both seated and general admission tickets
• No exceptions for any user role

• Both old and new dates must exist and be accessible
• Dates must belong to events in your organisation
• New date cannot be suspended or hidden

• Seated tickets: Seat category prices must be identical
• General admission: Ticket type prices must align
• Currency must match between dates
• Prevents accidental revenue discrepancies

• Event fee handling settings must be the same for both dates
• Ensures consistent customer fee experience
• Validation error if fee handling differs

• Payment method configuration must match between events
• Ensures payment processing consistency
• Prevents payment routing errors

• New tickets must be available and lockable
• System attempts to lock selections before proceeding
• Error returned if any seats are unavailable
• Locks are held briefly during swap process
• Locks automatically clear after completion or error

• Seat categories must exist in new date configuration
• Category IDs should match for purchased tickets
• System validates category availability

• First pass matches by exact ticket category ID
• Second pass matches by price if category differs
• All tickets must successfully match to proceed

• Merchandise items match by price
• Category names can differ
• Quantity must align

• System validates original payment seat allocations
• Seat category must align between old and new
• Prevents payment reconciliation issues
• More restrictive than non-purchased orders

1. Verify order number is correct (numeric only, no letters)
2. Check order belongs to your organisation's events
3. Confirm you have Swap permission
4. Try the "Find Order" tool in admin menu to locate the order
5. Contact organisation owner if permission issue persists

• Organisation owners
• Users with permission management rights

1. Navigate to organisation settings
2. Access team permissions section
3. Request Swap permission from organisation owner
4. Wait for permission grant confirmation
5. Sign out and sign back in to refresh permissions

1. Check existing order ticket count (shown in swap dialog)
2. Review your new seat selection in the toolbar
3. Add or remove seats to match exactly
4. Include all general admission and merchandise items
5. Count seated and GA tickets separately to identify mismatch

1. Close the swap dialog
2. Click "Clear" in the toolbar to release your current selection
3. Refresh the page to see latest availability
4. Select different available seats
5. Check if another admin is currently making selections
6. Wait 15 minutes if seats appear locked (locks auto-expire)

• Seat category renamed between events
• Ticket type does not exist in new date
• Category prices differ

1. Review seat category names in both event date editors
2. Ensure consistent naming across dates
3. Check ticket category pricing is identical
4. Temporarily rename categories to match if needed
5. Consider creating matching category in new date
6. Verify seat categories are assigned to the new date

• Orders with online payments require exact seat category alignment for financial audit compliance
• Swapping preserves the original payment record which is linked to specific seat categories

1. Verify seat categories match precisely between dates
2. Check original purchase used same category name
3. Cannot change seat category for online-purchased tickets
4. If categories must differ: refund original order and create new order
5. Contact support for complex purchase adjustments

1. Try refreshing the page
2. Try a different browser (Chrome, Firefox, Safari recommended)
3. Clear browser cache and reload page
4. Disable browser extensions temporarily
5. Contact support if issue persists

1. Check error message for specific validation failure
2. Verify you are still signed in (sign in again if needed)
3. Confirm tickets are still available
4. Review all validation rules are met
5. Try the swap process again from the beginning
6. Contact support with order number and error message if issue continues

• Each seat swap individually documented
• Shows old and new seat locations
• Includes date/time and admin user
• Accessible via order history page

• Updated order confirmation sent automatically
• Contains new event date and seat information
• Order number remains unchanged
• QR codes updated with new seat details
• Sent immediately after successful swap

• Uses your event branding
• Includes organisation logo and colours
• Subject line indicates updated order

• Old seats released back to available inventory
• New seats marked as occupied
• Event date availability recalculated
• Sold-out status updated if needed
• Changes reflected within 30 seconds

1. Verify customer confirmation of date change request
2. Check target date has sufficient availability
3. Confirm pricing structures match between dates
4. Review seat category configurations align
5. Have order number readily available
6. Ensure you have uninterrupted time to complete the swap

• Email customer before swapping to confirm their request
• Explain any seat location differences
• Set expectations about timeline
• Provide new event date details
• Confirm they will receive updated order email

1. Double-check order number before loading
2. Verify customer name matches their request
3. Review old ticket allocation carefully
4. Select new seats methodically
5. Count selections before initiating swap
6. Read all validation errors thoroughly
7. Do not rush through terms acceptance

• Screenshot any error messages
• Note the order number and event date
• Record what step failed
• Try alternative seat selections if available
• Document any unusual circumstances

1. Navigate to order page and confirm new allocations display
2. Check old event date seating plan shows seats released
3. Verify new event date shows seats occupied
4. Confirm customer email receipt (ask them to check spam)
5. Review order audit log for swap record
6. Update any internal tracking systems

• Send courtesy email confirming swap completion
• Attach updated event date information
• Provide directions if venue differs
• Offer assistance with any questions
• Update customer records in your system

• Maintain internal log of swaps processed
• Note customer request date and reason
• Record any special circumstances
• Track patterns for process improvement
• Document any issues encountered

• Process one swap completely before starting another
• Avoid selecting seats for multiple swaps simultaneously
• Close swap dialog fully between orders
• Refresh availability between swaps

• Verify new seats meet accessibility needs
• Check sight-line quality matches original allocation
• Confirm special seating features transfer
• Communicate any differences to customer

• Extra verification of all details
• Consider video call with customer for confirmation
• Document decision-making process
• Get secondary approval if organisation policy requires

• Cannot match ticket categories between dates
• Price difference exists and requires payment adjustment
• Customer wants a refund rather than date change
• Order involves complex discounts that do not transfer cleanly

• Cancellation removes order entirely
• Seats immediately available for re-booking
• Customer receives cancellation confirmation
• Requires refund processing if payment taken

• Need to change customer details
• Want different ticket pricing
• Original order has complex configurations
• Simpler than resolving swap errors

• More flexibility in configuration
• Can split orders or merge orders
• Allows price adjustments
• Updates customer information

• Lock Seats: Reserves without customer order (admin locks never expire)
• Swap Tickets: Transfers existing customer order
• Locks are reversible via /Docs/EventManagement/Locks
• Swaps are permanent changes

• Holding seats during phone orders whilst taking payment
• Reserving VIP or complimentary seats temporarily
• Group bookings pending confirmation
• Planning seat allocations before confirming with customers

• Event administrators
• Box office staff
• Customer service representatives
• Organisation owners (automatic access)

1. Organisation owner accesses organisation settings
2. Navigates to team permissions section
3. Finds user requiring access
4. Enables Swap permission
5. User must sign out and back in to refresh permissions

• View swap button in order toolbar
• Access swap dialog and functionality
• Load any order within your organisation's events
• Complete ticket swap transactions
• View swap audit logs

• Swapping tickets between different organisations
• Bypassing price validation rules
• Overriding ticket availability
• Accessing other organisations' orders

• Customer name and email address
• Original seat selections and preferences
• Payment method information (view only)
• Order notes and custom question responses

• Only authorised staff with Swap permission can access
• Customer payment details never displayed
• Audit trail records all swap actions
• GDPR compliant data processing

• Updated order confirmation sent immediately
• Uses customer's original email address
• Contains new event date and seat information
• Subject line indicates updated order

• Email addresses not shared with other customers
• Swap reasons not disclosed in automated emails
• Personal data handled per Seaty Privacy Policy

• Request copy of their order data
• Ask for order cancellation
• Withdraw consent for email communications
• Contact support@seaty.co.uk for data requests

1. Review error message carefully - often contains specific guidance
2. Check all validation requirements met
3. Verify your permissions are current
4. Try process with a different browser
5. Ensure event date configurations match

• Order number you are attempting to swap
• Event tag and target event date
• Exact error message received (screenshot helpful)
• What step in the process fails
• Your user email and organisation name