How to set up Upgrade options

You have the option 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 themselves from within their account?

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 > Tickets > Settings
2. Enable Ticket Upgrades (default text of button reads "Upgrade My Ticket", you may customise this text). This is the button that displays in the customer account when ticket upgrades are enabled and defined.
3. Go to your ticket list, select Ticket Category, and click <-- --> icon beside each ticket pricing option to define which ticket can be upgraded to other prices options.
   You'll need to map out all tickets to be upgraded and what they are able to be upgraded to, and complete this for each pricing option.

Fees:

• The INTIX platform will automatically calculate the difference between the tickets to charge the customer, plus applicable fee(s).
• The INTIX fee for upgrades is automatically added to the transaction ($2.99/ticket)
• You, the event organiser, may wish to add an additional fee 
• As the customer will be going through a checkout process again, this incurs a new Stripe transaction fee. (standard AUD rate is 1.70% + 30c)
• The customer will be shown the total fee before they enter their card details.

NOTE:

• 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. 

Tickets > Settings > Enable "Ticket Upgrades"

Tickets > Pricing Options > Select tickets allowed to Upgrade

Select tickets to upgrade to

Customer View

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

IMPORTANT

• Upgrade value: We suggest only allowing upgrades to tickets of the same or higher value, to avoid the admin of manually processing partial refunds in Stripe.
• "Downgrade": To allow a customer to 'downgrade', we suggest refunding them and having them purchase a new ticket.
• Same priced 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)