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The “Orders” tab is where you will find information about you customer’s ticket purchases. It is also where you can refund and edit orders. To get to this tab, you will go to My Events > select the event you want to edit > Orders.

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Order List

When you click on the “Orders” tab, you will be presented with a page that has a list of all your orders.

The order list lets you preview the orders basic information including the order Id, order date, customer name and email, order amount and order status. The “Status” column can display different order statuses. It can be either: “Completed”, “Failed”, “Refunded”, or “Partially Refunded”. If the order has failed, you can see the error description in the order overview popup. For example, it could say “The card CVV is incorrect.”

To the right of each order is an “Action” button. Clicking on this will open a pop-up where you can either select “Details,” or “Refund.”

You have the option to filter your orders by the order date. On the top left corner, select a date to start your search from and a date to end your order search with.

The “Search Orders” field allows you to search orders by their order ID number, customer name or email.

The “Export” button will automatically download an excel file to your device containing all orders information.


Order Details

By clicking the “Action” button and then “Details”, or by clicking on the “Order Id“,  you will see a pop-up containing a detailed overview of the order.

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Here you can see the date the order was completed, the name of the purchaser, their address, email, phone number, and what tickets were purchased.

By clicking “Edit Customer,” you can change the customer’s name and email address. Be sure to select “Update Order” when you are done.

Order Items” section tells you what ticket they purchased, the quantity of that ticket, and the price. You will also be able to see the fees & taxes they paid.

The “Tickets” section shows you the ticket they purchased, its unique identifying number, and the date and time slot they purchased tickets for. By clicking the “Action” button to the right of a ticket, you can manually check the person in, edit the booking, or cancel the booking.

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If you click “Check-In,” it will automatically check the person in. If this was an accident, the “Check-In” button will change to “Undo Check-In.” Click it to undo the check-in.

If you click “Edit Booking,” a pop-up will appear allowing you to change the ticket type and the date of the ticket as well. Be sure to click “Edit Attendee” to save your changes.

If you click “Cancel Booking,” a pop-up will appear letting you know that the ticket will be deactivated but that you will need to refund the order separately. You can also select to let the customer know that their ticket has been canceled.

At the bottom of the “Order Overview” is a blue ticket button. Selecting this button gives you the option to either resend the tickets to the customer via email on file or print the tickets (save as PDF file).

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When you have completed any necessary actions, you can click the red “Close” button.


Order Refund

On the main orders list, if you select “Refund” from the “Action” menu, a pop-up will appear asking the amount you would like to refund.

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Enter the amount to refund. You can either enter a full order amount to refund, or a partial amount to refund only a fraction of the order total.

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It also reminds you that the ticket needs to be canceled separately (by going to details and selecting “Cancel Booking“).

Be sure to select “Confirm Order Refund.