Self-service Upgrades

Self-service UpgradesCustomer View

If a customer wants to perform an upgrade themselves, they need to go through the ticket modal. There, they can select the Upgrade button. A new window will open, allowing them to select the tickets they wish to upgrade.

Checkout

After selecting the desired tickets, the customer will be redirected to the event's regular online checkout. The cart will already contain a voucher for the value of the selected tickets. The customer can now add the new tickets to the cart. Each ticket can be selected as many times as desired. The voucher value will be applied in the cart. The remaining balance can be paid using the usual payment methods during checkout. A refund of negative balance amounts is not possible. Once the checkout is complete, the selected tickets for the upgrade will be canceled and invalidated.

Example:

A customer wants to check the available upgrade options. They select their two purchased full-price tickets for an upgrade. In the checkout, they choose the offered VIP tickets. The price of the two full-price tickets is credited to the cart as a voucher. They pay the difference between the full-price tickets and the VIP tickets. The new tickets are sent to them, and the old tickets are canceled and invalidated.

Self-service UpgradesActivate

Upgrades can be enabled at two different levels:

1. Event Level: Enable upgrades for a specific event. These settings can be overridden by the ticket type level settings.

2. Ticket Type Level: Enable or change upgrade settings for a specific ticket type.

Pro Tip: It is best to set up upgrades at the event level and modify settings for specific ticket types only if needed.

Enable Upgrades at the Event Level:

1. Open the event settings for the desired event and go to the Custom tab.

2. Scroll to the Ticket Upgrades section and open the menu.

3. Enable or disable upgrades for the event.

4. Optionally, set up a secret shop mapping to redirect customers with tags to a specific secret shop.

5. Click Save to secure your changes.

Enable Upgrades at the Ticket Type Level:

1. Open the event settings for the desired event and go to the Ticket Categories tab. Open the settings for the desired ticket type.

2. Scroll to the Upgrades section and select the desired setting.

3. Click Save to secure your changes.

Enable Upgrades at the Secret Shop Level:

By default, customers are redirected to the event's normal online checkout when initiating an upgrade, where they see the corresponding tickets, seats, and prices. If this redirection is not desired, and instead, tickets, seats, and prices under different conditions should be offered, this can be set up via secret shop mapping.

This involves redirecting customers with specific tags automatically to a specific secret shop, rather than providing the normal online shop during the upgrade.

To add secret shop mapping:

1. Open the event settings for the desired event and go to the Custom tab.

2. Scroll to the Ticket Upgrades section and open the menu.

3. Enable upgrades for the event.

4. Enable secret shop mapping.

5. Enter the desired tag on the left side and add the desired secret shop to which the customer should be redirected. Any number of connections can be added.

6. Click Save to secure your changes.