Orders
Organizer Guide
5 min read
Help articles may not be fully accurate — they can lag behind the app due to frequent updates and automated translation. If in doubt, please contact support.
On this page
Orders is the full list of bookings for one event — who bought what, whether they have paid, and what you can still do about it. Use it to look someone up at the door, chase a pending request, or pull a list for the box office.
What you can do here
- Status tabs — Confirmed, Pending, Approved, Cancelled, Refunded, and All. Each tab shows a live count; Confirmed is the default view. The Approved tab is a running record of every order that ever went through approval, not just the ones still waiting on payment — an approved order stays listed here after it is paid, refunded or cancelled, so you can still see what you approved once the event is over. The tab’s count matches.
- Search & filter — by attendee name, email or booking reference; narrow by ticket type or a date range; choose how many rows per page.
- Sort — click Attendee, Reference, Price or Date to sort; click again to flip direction.
- Per-row tickets — each order lists one row per ticket type (e.g. “2 VIP”); click a row to expand it and see the named attendees, their seat if the event uses a seat map, and a check-in badge for anyone already scanned in.
- Export CSV — the header button exports every order matching your current filters, not just the visible page.
- Bulk actions — tick rows to Approve, Reject, Export just those rows, and (on the Confirmed tab) Resend tickets, Check in, Undo check-in or Cancel a batch at once.
- Message the attendee — a link on each row opens a direct thread with that person. It only appears for registered accounts; guest checkouts have no account to message.
How to review a pending request
- Events using Request & Approve booking (see Booking Modes) collect orders as Pending before any money moves.
- A pending count banner appears on every tab except Pending itself, so a queued request never sits unnoticed.
- Approve or Reject a single order inline, or tick several and use the bulk bar. Approve only appears on an order still awaiting your decision; Reject appears while it is Pending or Approved-and-unpaid. A bulk action skips any selected row it cannot apply to and tells you how many it skipped, rather than failing the whole batch.
- Approving moves the order to Approved — it still is not paid. Use Copy payment link on an approved row to hand the attendee their checkout link, or open the order and use Mark as Paid for an offline/box-office payment.
How to fix a mistaken order
- Open the order (click its reference) to edit the attendee’s contact details, add an internal note, or resend a single attendee’s ticket inside a group booking.
- Cancel cancels the whole order and releases its tickets and any held seat. A paid order is refunded as part of it; the dialog shows the amount before you confirm. The buyer is emailed.
- Cancel tickets cancels some tickets of an order and keeps the rest. Their QR codes stop working at once. The refund suggested applies your cancellation terms to those tickets’ share of what the buyer paid; you can enter a different amount, up to that share. Checked-in tickets and bundle passes cannot be cancelled one by one.
- Add free ticket adds free tickets to an existing order, for a child or companion who was left off at checkout. The order total and its invoice do not change, and you can email the buyer their tickets. A paid ticket needs a new order.
- Refund (from the order detail page) is the one that touches Stripe — see Event Refunds for what full vs. partial does to inventory and discounts.
- Delete permanently removes the order and its items after releasing inventory. There is no undo.
Good to know
- The summary tiles (Orders / Tickets / Revenue) reflect your current filter, not only the rows on screen.
- A ticket with no named attendee still shows as a row (labelled unnamed) so the quantity always reconciles with what was paid for.
- Bulk selection is per page — “select all” only ticks the rows actually rendered, so acting on a bulk selection can never silently reach rows you have not seen.
- Resend and Cancel both check the order is Confirmed first; they refuse silently-safe on Pending/Approved/Cancelled orders with an on-screen error instead.
Troubleshooting
- Export downloads fewer rows than expected — the export follows your current status tab, search and date filters. Clear filters first if you want everything.
- No “Message attendee” link on a row — that booking has no linked user account (a guest checkout); there is nobody to open a thread with.
- Approved order still shows as unpaid — approval and payment are separate steps in Request & Approve mode. Send the payment link or mark it paid manually.
- Bulk resend/check-in buttons are missing — those actions only appear on the Confirmed tab, since they assume a paid, valid ticket.