Transfers
Event staff sometimes need to move tickets from one person to another. This happens when customers gift tickets, sell them privately, or when bookings were made under the wrong name.
At its simplest, order transfers answer one question: How do I give someone else access to these tickets?
Who uses this: Event administrators with the Transfer ownership permission.
Key capabilities:
- Move complete orders to a new email address
- New owner receives confirmation with QR codes automatically
- Original owner loses access immediately
- Full audit trail maintained
How It Works
At a glance: Find the order, enter the new owner's email, confirm the transfer.
1. Locate the order
Open the order you need to transfer. You can find orders through the event's order search or from an attendee's statement.
2. Start the transfer
From the order screen, tap "Change email" in the Attendee section. This opens the transfer screen where you enter the new owner's details.
3. Enter the new owner
Type or search for the new owner's email address. The system validates the email format before allowing the transfer.
4. Confirm and complete
Tap "Transfer order" to complete the change. The new owner receives a confirmation email with their tickets, and you return to the order screen.
Think of it this way:
- Order transfer moves ticket ownership (who can use the tickets)
- Referral tracks sales attribution (who gets credit for the sale)
- Admin notes records internal information (why changes were made)
What Changes When You Transfer
Transferred to the new owner
- All tickets and seat assignments in the order
- Merchandise items
- Custom question answers
- Order history and activity log
- Digital ticket access and QR codes
- Payments linked directly to the order
Stays with the original owner
- Account credits and advance payments
- Balance-only payments not linked to specific orders
- The original order date (for your records)
Note: The order number stays the same. Only the email address and access changes.
Understanding Linked Payments
Payments attached to specific tickets move with the order. General account credits stay with the original customer.
Why does this matter? When you transfer an order, you want the payment record to follow the tickets. But if someone has credit on their account from other transactions, that belongs to them personally.
How to check: In the balances screen, payments show their order number if linked. Payments marked "No linked order" stay with the original account.
Permission Requirements
You need the Transfer ownership permission to transfer orders. This is an order-level permission granted by your organisation administrator.
Cannot transfer orders:
- Customers (even their own tickets)
- Staff without Transfer ownership permission
- Device sign-in users
If the "Change email" option does not appear, contact your organisation administrator to request the permission.
Common Use Cases
Gift tickets: Customer contacts you asking to give their tickets to someone else. Locate their order, transfer to the recipient's email, recipient receives tickets immediately.
Private resale: Customer sold tickets to a friend. Verify payment happened outside your system, then transfer the order. Original customer loses access.
Booking correction: Order placed under wrong email. Transfer to correct address. No financial impact since payment history follows the order.
Corporate bookings: Company books tickets, assigns them to employees later. Transfer orders as attendees are confirmed.
Referrals vs Transfers
These are separate features that serve different purposes.
| Feature | What it does | Who controls it |
|---|---|---|
| Transfer | Changes ticket ownership | Admins with Transfer ownership permission |
| Referral | Tracks sales attribution | Admins with Edit referrals permission |
You can update referrals independently of transfers. A transferred order keeps its original referral unless you change it separately.
Common Questions
Transfer limitations
Can I transfer individual tickets from a multi-ticket order? Not on the web dashboard. Transfers move the entire order. Contact support if you need to split an order before transferring.
Can I transfer tickets to a different event? No. Transfers stay within the same event. To move someone to a different event, cancel the original order and create a new booking.
Can I undo a transfer? Not directly. To reverse a transfer, perform another transfer back to the original email address.
After the transfer
What if the new owner does not receive the email? Check their spam folder and allow a few minutes for delivery. Verify the email spelling. You can resend the order email from the order details screen.
Does the original customer get notified? No automatic notification is sent to the original owner. You should inform them separately that access has been transferred.
What happens to existing scans or check-ins? Scan history stays with the order. If tickets were already admitted, that record remains under the new owner's order.
Troubleshooting
"Change email" option not visible Check you have the Transfer ownership permission and are signed in as admin (not device sign-in). Contact your organisation administrator to request the permission.
Transfer button disabled The email field may be incomplete or missing the @ symbol and domain. Review the format carefully.
Transfer fails with an error Check your internet connection and retry. If the new email address does not exist as a user, an account is created automatically. Refresh the order details if needed.
Need help? Contact support@seaty.co.uk