Manage orders and refunds

Every ticket purchase creates an order. Use the Sales section for customer support: find an order, check its tickets, resend the confirmation or refund it. The same order details and actions are also available from the guest's details panel in the event.

To see Sales and to refund orders, you need the Admin permission on the account. Learn more about Permissions.

Steps to find an order

1. Go to Sales (main menu) > Orders
2. Search by order ID, buyer email address or ticket ID, or select More to filter by Event, Created from, Created to and Venues
3. Select the order

The order shows when it was created and placed, the buyer and seller details, the purchased items, Net, taxes and Total, and under Tickets each ticket ID with Checked in set to Yes or No.

To clear the filters, select More > Reset.

Steps to export orders

1. Go to Sales (main menu) > Orders
2. Apply any search and filters
3. Select More > Export > Download

The Excel file includes only the orders matching your current search and filters.

Steps to resend an order confirmation

1. Go to Sales (main menu) > Orders > the order
2. Select Resend confirmation

The confirmation email, with the tickets or guest confirmation, is sent to the buyer's email address again.

Steps to refund an order

1. Go to Sales (main menu) > Orders > the order
2. Select Refund
3. Check Already credited and Available to credit, and enter the Net amount to refund. The full available amount is filled in by default, so lower it for a partial refund
4. Select Refund

A refund creates a credit invoice for the amount and returns the money through the buyer's original payment. You can refund an order several times until Available to credit is 0.

Caution

A refund cannot be undone. The service and transaction fees for the sale are not refunded to you.

Warning

Refunding does not remove the guest or the tickets from the event. A paid ticket cannot be deleted from the event, only refunded.

Steps to manage an order from the guest

When a guest has bought tickets, their details panel in the event has a Sales section with the same order details, Refund and Resend confirmation.

1. Go to Events (main menu) > your event > Guests
2. Search for and select the guest (see Search and check in guests at an event)
3. Scroll to Sales in the panel and select it to expand it