On the Events Dashboard, navigate to your event and click Purchases to find the customer’s order.
This will bring you to a list of orders that have been made for this event. You can find the order that needs to be transferred by searching the customer’s name, email address used for the booking, or the Order ID as written on their ticket.
Click the Order ID. This will take you to the Order detail where you can transfer the ticket.
If a transfer is possible and you are in the correct organisation, you will see a yellow button to Transfer Tickets.
All tickets will automatically be selected. Click to the next page.
Choose the session and ticket types you require to transfer to.
Match the quantity of the session the customer wants to be moved to with how many tickets they have. Then make the old session 0 quantity.
On the next page, the customers contact details should carry over. If there are contact tracing questions, you can copy/paste the same name/number for all of them. Then Proceed To Checkout button at the bottom.
If the transfer total matches up, you'll see a yellow bar at the top of the page. Click Complete Transfer and it will email the new tickets to the customer.
If the transfer totals do not match, you'll have to readjust the tickets to make them match or refund the customer so they can repurchase.