Flow: Customer Support Ticket Transfer

Actor

Customer support agent handling ticket transfer request

Preconditions

• Customer has contacted support requesting transfer
• Customer is the ticket buyer/owner
• Ticket has Transfer = NO setting (standard transfer rules)
• Match is more than 48 hours away (standard policy)
• Tickets are transferable (not already used, not cancelled)

Note: This flow applies to tickets with Transfer = NO (standard tickets). For tickets with Transfer = YES (player/VIP quotas), users can self-service reassign tickets directly in the app without contacting support and without time restrictions. See View My Tickets for self-service reassignment.

Flow Steps

1. User Contacts Customer Support

   • User contacts customer support via chat, email or phone.
   • User provides:
     • Order number or ticket details
     • Reason for transfer
     • Recipient details (name, email, OIB)

2. Support Agent Verifies Request

   • Agent logs into admin portal
   • Searches for order by order number
   • Verifies requester is the ticket buyer/owner
   • Confirms match is more than 48 hours away
   • Checks transfer eligibility and any event-specific constraints

3. Collect New Holder Information

   • Agent records recipient details:
     • Full name
     • Date of birth
     • Nationality
     • OIB (if Croatian citizen) or Passport number (if foreign)
     • Email address
     • Phone number (optional)

4. Validation Checks

   • System validates OIB format and checksum (for Croatians)
   • System checks new holder against blacklist:
     • If clear: proceed
     • If flagged: block transfer, inform customer (reference MUP)
   • System checks if recipient already has tickets for same match (warning only)

5. Process Transfer

   • Agent confirms transfer details with customer
   • System updates ticket holder information:
     • Name, date of birth, nationality, OIB/passport
     • Email address for ticket delivery
   • Ticket status updated to reflect transfer
   • Audit trail entry created with agent ID

6. Notifications

   • Original holder receives confirmation email:
     • "Your ticket has been transferred to [Recipient Name]"
     • Transfer details and date
   • New holder receives:
     • Email with ticket details and deeplink to HNS app
     • Push notification (if app installed)
     • Instructions to download app if not registered

7. Ticket Delivery

   • Ticket delivered to recipient's email/app
   • QR code visible according to standard timing (5 hours before match)
   • Original holder's access to ticket removed

8. Documentation

   • Agent adds notes to ticket record
   • Transfer reason logged
   • Full audit trail updated

Alternative Flows

A1: Within 48-Hour Window

• If match is less than 48 hours away
• For Transfer = NO tickets:
  • Agent informs customer: "Transfers are not possible within 48 hours of match"
  • No transfer can be processed regardless of reason
  • Customer advised to attend match themselves or bring recipient with them (if ticket on their device)
• For Transfer = YES tickets:
  • 48-hour restriction does not apply
  • Agent informs customer they can self-service reassign in the app
  • If customer needs assistance, agent can process transfer without time restriction

A2: Recipient Blacklisted

• If recipient appears on blacklist
• Agent blocks transfer
• Agent informs customer: "Transfer cannot be completed. HNS is prevented from issuing a ticket to this person pursuant to applicable law. For all information regarding this restriction, please contact MUP (Ministry of Interior)."
• Transfer attempt logged for security monitoring

A3: Recipient Already Has Tickets for Same Match

• System checks if recipient already owns tickets for same match
• If yes, agent warns customer: "Recipient already has a ticket for this match"
• Customer can keep tickets or transfer to different recipient

A4: Recipient Not Registered in App

• If new holder doesn't have HNS app account
• Email includes instructions to download app
• Ticket accessible once recipient creates account with matching email

A5: Partial Transfer (Multiple Tickets)

• Customer wants to transfer only some tickets from an order
• Agent can select specific tickets to transfer
• Remaining tickets stay with original buyer
• Each transferred ticket can go to different recipients

A6: Customer Not the Buyer

• If requester is not the original ticket buyer
• Agent cannot process transfer
• Only the buyer/payer can authorize transfers
• Agent advises requester to contact the original buyer

Technical Notes

• Transfer is atomic operation (all or nothing per ticket)
• Real-time blacklist check before finalizing
• Transfer cannot be reversed once completed (would require another transfer request)
• All transfers logged in audit trail with agent ID and timestamp

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Last Updated: January 2026