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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

Last Updated: January 2026