Orders

 

The Orders tab is where you can view customer purchases, process refunds, resend tickets, and modify order details. To access it, navigate to your Event Dashboard and click on Orders.

 

Filters #

At the top of the Orders tab, you’ll find filters to sort and locate specific orders:

• Date – Filter orders by the date they were placed.
• Order Status – View orders based on their status, such as Completed, Refunded, Awaiting Payment, Failed, or Cancelled.
• Payment Method – Sort orders based on how the payment was made, including:
  • Square Online: Payments made using a bank card or mobile wallet.
  • Square Stand/Reader: Payments processed via Square POS devices.
  • Square Terminal: Transactions made using Square’s standalone payment device.
  • Pay At The Door: Orders marked as unpaid, allowing attendees to pay in person.
  • Invitation: Manually invited attendees (added by an admin through the Event Dashboard).
  • No Payment Required: Orders for free tickets that do not require payment processing.
• Order Source – Filter by how the order originated, such as:
  • All Sources
  • Remarketing Email
  • Tracking Link

 

Order List #

Below the filters, you’ll see a table of all orders.

Features: #

• Search Bar – Find orders using the Order ID, customer name, or email.
• Export Orders – Click the Export button to download a file containing all order details based on your selected filters.
• Order Overview – Each order entry displays:
  • Order ID
  • Order Date
  • Customer Name and Email
  • Order Amount
  • Order Status

Order Statuses: #

The Status column may show:

• Completed – Order was successfully processed.
• Failed – Order was unsuccessful; error details are available on the order details page.
• Refunded – The full order amount has been refunded.
• Partially Refunded – Only part of the order amount was refunded.

If an order fails, an error message such as “The card CVV is incorrect” will be displayed under the order details.

Order Actions: #

To the right of each order, there is an Action burger button. Clicking it will open a pop-up with:

• Details – Opens the order details page.
• Refund – Initiates a refund for the order.

 

Order Details #

Clicking Details in the Action burger menu or clicking the Order ID opens the Order Details page, providing a comprehensive breakdown of the order.

Order Overview #

• Date – When the order was completed.
• Payment Type – The method used for payment:
  • Square Online: Payments made using a bank card or mobile wallet.
  • Square Stand/Reader: Payments processed via Square POS devices.
  • Square Terminal: Transactions made using Square’s standalone payment device.
  • Pay At The Door: Orders marked as unpaid, allowing attendees to pay in person.
  • Invitation: Manually invited attendees (added by an admin through the Event Dashboard).
  • No Payment Required: Orders for free tickets that do not require payment processing.
• Name & Contact Info – Customer’s name, email, phone number, and billing address.
• Edit Customer – Modify the customer’s first and last name, email, or phone number.

Order Items #

The Order Items section lists what was purchased, including:

• Item Name
• Quantity Purchased
• Total Price
• Fees & Taxes Paid

Tickets #

The Tickets section displays:

• Ticket Name
• Unique Ticket Number
• Booking Date & Time
• Check-In Status – Shows the check-in date and time if already checked in.

Ticket Actions: Clicking the Action burger button next to a ticket allows you to:

• Check-In – Manually mark the ticket as checked in. If done by mistake, click Undo Check-In to reverse the action.
• Edit Booking – Modify the booking date. Click Edit Attendee to save changes. (This option is only available for events that have the booking calendar enabled.)
• Cancel Ticket – Deactivate the ticket. A refund must be processed separately. You can also choose to send a cancellation email to the customer.

Passes #

If Passes were purchased, they will be listed separately.

The Passes section displays:

• Pass Name
• Unique Pass Number
• Pass Validity Dates – Displays the start and end dates during which the pass can be used. This section also includes the number of allowed check-ins (scan limit) associated with the pass.
• Check-In Status – Shows the check-in date and time if already checked in.

Pass Actions:

• Cancel Pass – Deactivates the pass. A refund must be processed separately. You can notify the customer via email.

Addons #

If Addon Items were purchased, they will be listed separately.

The Addons section displays:

• Addon Name
• Unique Addon Number
• Booking Date & Time – For Addons, this date is assigned to the booking calendar for sorting and reference purposes only. It does not affect or reduce the capacity of the selected time slot.
• Check-In Status – Shows the check-in date and time if already checked in.

Addon Actions:

• Check-In – Marks the addon as redeemed. Can be undone if needed.
• Edit Booking – Modify the booking date. Click Edit Attendee to save changes. (This option is only available for events that have the booking calendar enabled.)
• Cancel Addon – Deactivates the addon. A refund must be processed separately. You can notify the customer via email.

Donations #

If Donations were purchased, they will be listed separately.

The Donations section displays:

• Donation Name
• Unique Donation Number
• Booking Date & Time – For Donations, this date is assigned to the booking calendar for sorting and reference purposes only. It does not affect or reduce the capacity of the selected time slot.
• Check-In Status – Shows the check-in date and time if already checked in.

Donation Actions:

• Check-In – Marks the donation as received.
• Edit Booking – Modify the booking date. Click Edit Attendee to save changes. (This option is only available for events that have the booking calendar enabled.)
• Cancel Donation – Cancels the donation item. A refund must be processed separately.

Products #

If Products were purchased, they will be listed separately.

The Products section displays:

• Product Name
• Unique Product Number
• Booking Date & Time – For products, this date is automatically inherited from the main parent ticket in the order. It is used solely for sorting and reference purposes and does not affect or reduce the capacity of the associated time slot.
• Check-In Status – Shows the check-in date and time if already checked in.

Product Actions:

• Check-In – Marks the product as redeemed.
• Edit Booking – Modify the booking date. Click Edit Attendee to save changes. (This option is only available for events with the booking calendar enabled. If the product inherits its dates from a parent Pass ticket type, the booking date cannot be edited)
• Cancel Product – Deactivates the product. A refund must be processed separately.

Custom Questions #

If Custom Questions were enabled and answered during checkout, they will be displayed in this section.

Each response is linked to a specific item (ticket, addon, etc.) and shows:

• The Question Asked
• The Customer’s Answer

 

Cancel & Actions #

At the bottom of the Order Details page, you will see two buttons:

• Cancel – Returns to the Orders List without saving any changes.
• Actions – Opens additional management options:
  • Resend Tickets – Re-sends ticket confirmation via email.
  • Print Tickets – Opens a printable version of the purchased tickets.
  • Refund – Initiates a refund for the order.

 

Order Refund #

You can refund orders from either:

• The main Orders List (via the Action button).
• The Order Details page (via the Actions button).

Refund Process: #

1. Click Refund, and a pop-up will appear.
2. Enter the amount to refund:
   1. Full Refund – Refunds the entire order amount.
   2. Partial Refund – Refunds only a portion of the order.
3. Important: Cancelling a ticket does not automatically issue a refund. Refunds must be processed separately.
4. Click Confirm Order Refund to complete the process.