The Swap Ticket function in INDY POS allows staff to move a customer’s ticket from one session to another without performing a refund or re-sale.
Common use cases include:
Customer booked the wrong date or time
Customer wants to attend a later session
Quick correction for simple booking errors
Swapping a ticket ensures the customer retains their order and receipt, and their seat allocation updates to the new session.
How to Swap a Ticket at POS
Step 1: Bring Up the Customer’s Order
Scan the ticket or order QR code – fastest method
OR Search for the order via:
Find Order in the POS
Session view, selecting the show where the ticket was originally purchased
Step 2: Start the Swap
Confirm the ticket details in the order window (e.g., 3 PM Star Wars session today).
Click the pencil icon (Edit) → Swap Items.
Select the ticket(s) to be swapped.
Tick only the specific items if the order contains multiple tickets/concessions
Step 3: Select the New Session
Navigate to the new date and session the customer wants (e.g., 3 PM session tomorrow).
Select the replacement ticket for the swap.
Choose the new seat(s) for the booking.
Confirm the swap – the ticket now appears in the new session.
Tips for Staff
Swapping is simpler than refunding and retains the order history.
Confirm seat selection to ensure the customer is happy with the new placement.
If the price differs (e.g., different day or ticket type), follow site policy for additional payment or partial refund.