How to set up Upgrade options

You may want to allow customers to upgrade after buying a ticket. This could be a true upgrade like changing a General Admission ticket to a VIP ticket, or it could be more of a transfer - did your customer book the wrong day or time slot and you want to allow them to change that?

Whatever the reason, the Upgrade function puts this option into the customers hands and saves you and your team time on customer enquiries, cancellations, refunds and reissuing tickets. And let's face it - that's a great thing. Your time is valuable!

To set up the option to upgrade on a ticket:

1. Log in to the INTIX Dashboard
2. Select the Organisation that you want to add Upgrades to
   Note: If you are only authorised for one organisation you will only see one
3. Select the Event you want to add Upgrades to
   Note: If you are only authorised for one event you will only see one
4. SET UP > TICKETS > Click on the ticket you want to allow Upgrades on
5. UPGRADES > EDIT
6. Under the drop down 'Please Select' choose which ticket you would like the customer to be able to change to. 
7. Enter in your upgrade Fee (this is your, optional, fee which is added to the INTIX admin fee. The difference in ticket prices is calculated automatically by the INTIX system so no need to work out the maths there. More on fees further down)
8. ADD and SAVE

You now need to allow Upgrades for your event:

1. Log in to the INTIX Dashboard (if you already are then skip to step 4.)
2. Select the Organisation that you want to add Upgrades to
   Note: If you are only authorised for one organisation you will only see one
3. Select the Event you want to add Upgrades to
   Note: If you are only authorised for one event you will only see one
4. SET UP > EVENT INFORMATION > PAYMENT > EDIT
5. Swap the 'Ticket Upgrade' switch to 'Yes'
6. In 'Ticket Upgrade Title' enter "Upgrade Ticket" or "Update Ticket" depending on which best applies to the Upgrade options you're allowing
7. SAVE

Note: The text you enter into the 'Ticket Upgrade Title' is what will show in the customer account when they view their order. It will appear as a new, green option in their order next to 'Print Tickets', 'Send Ticket To Friend' and 'Sell Ticket'. If you have turned Resale off 'Sell Ticket' won't be an option.

When the customer has a ticket that has an eligible upgrade, with available inventory units and logs in to their INTIX account they will get the option to upgrade.

This article can be used to send to customers to run them through the process. Upgrading or Updating your ticket when the option is available.

Note: As an organiser, the original ticket will now show in your INTIX Dashboard under TICKETS > TICKETS > UPGRADED and the transaction will appear in the HISTORY for the order.

Fees:

If you are unsure of the INTIX fee for Upgrades please contact your Account Manager or check your fee agreement, if you have one.

The Upgrade fee is a combination of the INTIX fee, your fee if you choose to add one, the difference between the old and new ticket (automatically calculated and added by the system. You don't need to enter this anywhere) and the Stripe processing fee as this is a new transaction that will go through Stripe. The customer will be shown the total fee before they enter their card details. The Stripe fee will be calculated at your agreed rate (standard AUD rate is 1.75% + 30c) and is calculated using the total of the INTIX fee, your fee and the difference in the two tickets involved.

When you add an Upgrade fee into the Dashboard you will be shown the total of the INTIX fee and your own fee. The Stripe fee cannot be shown here as the Stripe fee is calculated as above and if there is more than one option for the customer to Upgrade to from a single ticket it makes that calculation variable.

Notes regarding the Upgrade function:

• A ticket cannot be upgraded to a sold out ticket type. There must be available inventory to make the change.
• When a ticket is upgraded, the original will add one unit of inventory back in for sale again.
• You can allow upgrades to special "hidden" ticket types. Simply create these tickets and select 'No' under the tickets GENERAL settings for 'Show Online' and 'Show On Front Page'
• The system automatically works out and adds the difference in ticket prices for you.

IMPORTANT

We suggest only allowing upgrades to tickets of the same or higher value. To allow a customer to 'downgrade', we suggest refunding them and having them purchase a new ticket.

If you don't want to set up Upgrades and a customer wants to change to a same priced ticket you could cancel their ticket and issue a new ticket to them as a complimentary ticket.  

In all cases, these are your customers and you decide what they can and can't do regarding upgrades, changes, cancellations and refunds (except where the law makes a specific requirement of you)