Working with an order

Opening an order shows everything about it in one place, along with the actions you can take. You reach an order by finding it in Search and selecting it, or by following a link from an attendee, a ticket, or the overdue list.

Orders → Search

Search and filter your orders by status, customer, total, and more, then select one to open it.

The header

The top of an order shows its key facts: the invoice number, the current status, the customer, when it was placed, and its payment due date. When an order was placed by someone other than the customer (an admin, or a parent booking for a child), a Created by line shows who placed it.

Alongside are the money totals for the order: its total, how much has been paid, anything refunded, and any discount applied.

The line items

The order lists its line items: each ticket, add-on, merch item, dealer purchase, or custom charge, with its price, quantity, and status. Each line links through to the underlying record (the ticket, booking, or merch order) so you can open it directly.

On a line item you can:

• Adjust the amount charged for that line, for example to apply a one-off adjustment to its price.
• Take a type-specific action. Some items have actions of their own, depending on what they are. A ticket, for instance, can be transferred to a different person or booking type. The full detail for those lives in the relevant area’s docs, such as Ticketing for tickets.
• Cancel the item, to reverse just that line. Cancelling an item follows the same rules as cancelling a whole order; see Refunds and cancellations.

Note

An item cannot always be cancelled. Cancelling is blocked if it would take an add-on group below its required minimum, and a ticket cannot be cancelled while add-ons or merch are booked against it, such as merch held for pickup. See When an order or item cannot be cancelled.

The tabs

An order is organised into tabs:

• Overview shows the header, totals, and line items described above, plus the main actions.
• Payments lists every payment against the order and lets you record more. See Payments.
• Authorisations shows any held card and saved cards, and lets you charge them. See Saved cards and Authorisations.
• Credits and refunds lists the credit notes raised against the order. See Refunds and cancellations.
• Vouchers shows any voucher codes applied to the order.
• History is a timeline of what has happened to the order: when it was placed, payments and refunds, and a note for every action taken, including the outcome of any confirm rule.

Actions

From an order you can:

• Approve it, if it is still waiting for approval. See Approving orders.
• Cancel or refund it. See Refunds and cancellations.
• Send an email to the customer, for example to resend their confirmation. See Custom templates in the Email docs.
• Adjust the due date, to give the customer more time to pay.
• Sync the order, which recalculates its totals from its line items and payments. Use this if the figures ever look out of step, for example after a change made elsewhere.

Tip

The History tab is the first place to look when you are unsure why an order is in the state it is in. Every payment, refund, adjustment, and automated decision is recorded there in plain words.