Welcome back. New levels of “maybe” in planning a late-pandemic night out have helped drive SeatGeek to let ticket buyers make returns for full credit, fees included, so long as they don’t wait too long. Cryptocurrency entrepreneurs are trying to instill trust in wary consumers with walk-in bricks-and-mortar stores. And airlines can’t stop rewriting the rules for fliers.

SeatGeek has introduced a new feature, SeatGeek Swaps, that allows buyers to return their tickets for any reason, as long as it’s at least 72 hours before an event, reports Ann-Marie Alcántara for The Experience Report.

Ticket holders who use the option will receive credits equal to the ticket prices and any fees. The original sellers keep their money, and SeatGeek resells the tickets.

SeatGeek said it is offering the alternative partly to address the uncertainty that the pandemic has introduced into planning nights out, as well as broader changes in consumer expectations.

“When you look at how people use their phones, and what they expect of the product, people expect more flexibility and expect things to be on-demand, expect to not be locked into something for the long term,” said SeatGeek CEO Jack Groetzinger.

Many businesses in the crowded ticket-sales industry are looking for new services to encourage repeat purchases and differentiate themselves, said Brandon Purcell, vice president and principal analyst at Forrester Research.

“In many industries like financial services and tickets, the actual products and services are becoming increasingly commoditized,” Mr. Purcell said.

Intangible cryptocurrencies are being bought and sold in tangible exchange stores as regular investors take more interest in virtual coins, Katie Deighton writes for The Experience Report.

Companies such as Coin Nerds and Bitcoin Store are setting up storefront exchanges where customers can walk in off the street to buy and sell cryptocurrency, as well as receive advice on how each coin and the system as a whole works.

Their owners say physical exchanges improve the experience of buying and selling cryptocurrency, which usually takes place via online exchanges such as those run by Coinbase or Binance.

Such platforms may be popular but can be off-putting to those not fully versed in crypto markets, said Adam Hack, the chief executive and founder of Coin Nerds.

A physical exchange instills trust and opens up the world of cryptocurrency to those otherwise unlikely to invest online, Mr. Hack said. “We’re not going to have a digital revolution, for lack of a better term, without everybody participating in the ecosystem,” he said.

Join us on Nov. 1 for the second WSJ Experience Management Forum, where we’ll be discussing what we’ve learned about the impact of the pandemic and reopening.

Speakers include Rohan Amin from J.P. Morgan Chase, Donald Chesnut from General Motors and Marissa Andrada from Chipotle Mexican Grill.

Get more details here; then register here using the code EXPREPORT.

Airlines change the rules on their tickets all the time, with customers or regulators hardly noticing, columnist Scott McCartney writes for The Journal.

Some are simple changes, like inflation adjustments to the limits on payments for bumping passengers or losing luggage.

Others are more significant and erode customer rights. Many travelers still believe airlines will book you on a competitor if they have to cancel a flight, for example; that was written out of the rules for most airlines years ago.

Airlines say many of their recent revisions have been attempts to add transparency about their policies so customers don’t have false expectations.

In April, Frontier updated its policy to add flights that return to the gate among the circumstances where passengers with a medical condition or disorderly conduct will have to reimburse the airline for costs incurred, including the cost to accommodate other passengers.

Previously, Frontier listed only unscheduled landings.

Stock trading app Robinhood said it will allow users to request a customer service call-back at any time, following criticism that users couldn’t get through to the company. (CBS News) 

Shareholders in Five9 shot down a deal for the contact center company to be acquired by Zoom for nearly $15 billion in stock. (WSJ)

A startup’s new Zoom tool will warn you if everyone’s getting bored. (TechRadar)

Tinder introduced an in-app currency to encourage users to spend more. (Bloomberg)

Amazon is developing a refrigerator that monitors what’s on its shelves to suggest recipes and new purchases. (Insider) 

Amazon Prime members can now send gifts to others using only an email address or phone number. (The Verge)

Airbnb hired the former chief creative executive of Walt Disney Imagineering to lead its experiential creative product team. (Deadline) 

Electronic Arts named marketing chief Chris Bruzzo to be its chief experience officer as part of broader executive changes. (Reuters) 

Newsletter compiled with Katie Deighton and Ann-Marie Alcántara