Merch orders

Every product someone buys, or gets included with a ticket, is recorded as a merch order: one line for one product, with its own size, quantity, and status. This page covers finding a merch order and working with its detail page.

Find a merch order

Merch → Orders

Search and filter merch orders across all your events, then select one to open it.

Open Merch → Orders to see every merch order placed across your site. Click a row, or its View action, to open that merch order’s detail page.

What it shows

The top of the page shows the merch order at a glance: the product, its size and quantity, whether it’s for pickup or shipping, the price and amount paid, and its current status. Alongside it are the customer who bought it, and the order it belongs to. If the merch is attached to a ticketA single booking for one person to attend an event. One person can hold several tickets, for example a parent booking for their children. Most things attach to a ticket rather than to a person: add-ons, questions, and check-in. Every ticket belongs to exactly one booking type., bought as an add-on or included with the ticket, that ticket is shown too.

The Overview tab repeats these as a reference, plus:

• Shipping address: shown when the merch order is set to ship rather than be picked up.
• Activity: a short line showing when the merch order was placed, when it was last updated, and its current status.

If the product asks its own questions, the buyer’s answers appear on the Answers tab.

Note

Merch orders do not yet have a full history. The Activity line on Overview, placed, last updated, and current status, is the only record kept today.

Actions

From a merch order you can:

• FulfillMarking an ordered item as handed to the attendee. At the merch table an operator fulfils each item, or scans a picklist to fulfil them all at once, so you have a record of what has been collected. it, to mark the item as handed to the attendee. This is the same action available on the ticket’s merch tab and at the merch table on the day. Once fulfilled, Unfulfill undoes it.

• Cancel it, choosing:

  • Whether to refund to the card. Turn this on to send money back automatically for a card payment taken through the platform. It’s only available once something has been paid.
  • A cancellation fee to keep back, if any: none, or a fixed amount.
  • Whether to return the item to stock, so it’s available to sell again.

  See Refunds and cancellations in the Orders docs for how cancelling and refunding work more generally.

• Send an email to the customer, for example to let them know their item is ready for pickup. See Custom templates in the Email docs.