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# How do customers manage tickets after purchase?

> Explain self-service ticket changes, delivery, reissues, refunds and support boundaries.

**Post-purchase ticket management lets buyers access and manage their tickets after checkout, subject to the organiser’s rules.** Useful functions include retrieving an order, viewing tickets, updating permitted details, sharing tickets and requesting a change or refund. Self-service should reduce avoidable support requests without making ticket rights unclear.

## What can customers usually do?

| Action               | Key design consideration                                                                           |
| -------------------- | -------------------------------------------------------------------------------------------------- |
| **Retrieve tickets** | Offer reliable confirmation and account/guest lookup without exposing orders to unauthorised users |
| **Correct details**  | Distinguish contact changes from legally or operationally significant attendee-name changes        |
| **Share tickets**    | Reassign individual entitlements and invalidate old credentials if required                        |
| **Change a session** | Check eligibility, remaining inventory, price differences and deadline                             |
| **Request refund**   | Show the event policy, amount, method and expected processing status                               |
| **Contact support**  | Preserve context so staff can see exactly what the customer attempted                              |

Not every event should enable every action. Named-ticket requirements, insurance, instalment plans, sold-out performances and transferred tickets may constrain options.

## How does the ticket's status affect changes?

An order, payment and ticket are related but not interchangeable records. A paid order might contain multiple tickets with different statuses. One could be transferred, another cancelled and another already admitted. Changing the buyer’s contact email should not inadvertently reissue every entitlement.

A robust workflow checks the **current state of each affected item** and makes changes transactionally: confirm eligibility, reserve replacement capacity if necessary, complete payment or refund adjustments, update the valid credential, then notify the appropriate people. If any stage fails, it needs a recoverable state rather than two valid tickets for one admission.

## Where should self-service stop?

Sensitive cases need a supervised path: disputed ownership, unusual bulk changes, payment chargebacks, age or ID restrictions and exceptions to policy. Show why an action is unavailable and what the customer can do next; a disabled button alone is not useful guidance.

For measurement, track self-service completion rate, support contacts per thousand orders, reissue errors and preventable scan failures. A high percentage of self-service starts is not a success if customers are forced to contact support halfway through.

**Example:** For a family order of four tickets, changing the session of one ticket should not silently move all four or cause the purchaser’s remaining tickets to disappear.

## How does this differ from transfer and resale?

A **transfer** changes the person entitled to use a ticket, while **resale** introduces a new purchase between parties and may require additional payment, fees and seller settlement. Rescheduling changes the admission time or event. Each deserves separate rules and accounting treatment.

## Related explanations

#### [What is ticket exchange and rescheduling?](/distribution-access/what-is-ticket-exchange-and-rescheduling)

Distribution & Access · Delivery and after purchase

#### [How should venues handle ticket delivery failures?](/distribution-access/how-should-venues-handle-ticket-delivery-failures)

Distribution & Access · Delivery and after purchase

#### [How do mobile wallet tickets work?](/distribution-access/how-do-mobile-wallet-tickets-work)

Distribution & Access · Delivery and after purchase

[More in Distribution & Access →](/distribution-access)