How to change the screening for a ticket already purchased (wrong date)?

Typical case : a spectator bought a ticket online but picked the wrong date (or screening). You want to move them to the correct screening from the point of sale, without real cash movement and without unbalancing the till.

There is no single “exchange / change screening” button for an individual ticket. The recommended method is a cash refund (without handing over money) followed by a cash repurchase (without taking money) for the new screening.

Principle

1. Refund the wrong ticket using Cash, without giving cash.
2. Immediately sell the ticket for the correct screening and pay with Cash as well, without taking cash.
3. Send the new ticket to the customer (see below).

If both amounts are identical and processed on the same open till, the operation is accounting-neutral for cash : a negative entry (−X) then a positive entry (+X) cancel out. Both lines remain visible (refund + sale), but the till cash balance does not change.

If the new price differs, the difference is a real till movement and must be handled with the customer.

Step 1 — Refund the wrong ticket in cash

1. On the POS, open Recent sales, or search for the ticket (email, name, ticket number).
2. Open the sale or ticket, then Refund (one ticket) or Refund all if the whole sale is concerned.
3. Choose Cash — even if the original purchase was online (card). Do not hand over cash.

General refund details : Faire un remboursement sur une vente (FR article).

Why not card / Proxypay refund? That would return money to the card (bank delay) and force you to charge again. Cash / cash avoids any real money flow and is immediate.

Step 2 — Repurchase the correct screening in cash

1. On the POS, select the correct screening and tariff.
2. Add it to the cart and pay with Cash, without taking money.
3. Print if needed, and/or email the ticket.

Step 3 — Send the new ticket

A. During POS checkout (recommended)

If the Email field is shown in the POS cart, enter the spectator’s address before payment. The order confirmation (with tickets) is sent automatically.

To show this field : Settings → On-site sales , add email to Optional buyer data (or Required buyer data).

B. Manually from Kronos

1. Open Tickets (or the related customer / screening).
2. Select the ticket(s) and use Send an email.
3. Pick a suitable template and the recipient address.

Notes

• Use an open till and respect your Kronos refund policy.
• Check availability (and free seats if a seating plan exists).
• Tell the customer the old ticket / QR is no longer valid.
• This is for an individual ticket. To move a whole screening for all holders, use the screening impact assistant in Kronos.