Orders
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. Find it in the event’s Manage menu under Attendees → Orders.
What you can do here
- Status tabs — Confirmed, Pending, Approved, Cancelled, Refunded and All, each with a live count. Confirmed is the default view.
- Search & filter — by reference, name, email or phone; narrow by ticket type, by whether a discount was used, or by a date range; choose how many rows per page.
- Sort — click Attendee, Reference, Price or Date; click again to flip the direction.
- Per-row tickets — each order lists one row per ticket type (for example “2 Adult”). Click it to expand the named attendees, their seat if the event has a seat map, and a check-in badge for anyone already scanned in.
- Export CSV — a menu with two files: Orders (one row per order) and Tickets (one row per ticket, with the price actually paid). Both follow your current tab and filters, not just the visible page.
- Columns — choose which columns the table shows.
- Manual order — raise a booking for a guest. See Manual Orders.
- Bulk actions — tick rows to act on several orders at once.
- Message — a link on each row opens a direct thread with that buyer. It only appears for buyers with an account.
Click a status tab ① to switch lists, type in the search box ② to find an order, use Export CSV ③ for a file, Columns ④ to tidy the table and Manual order ⑤ to raise a booking yourself. The tiles at the top (Orders, Tickets, Total Revenue, Total discount) follow your current filter.
Export and columns
Hiding a column only changes what you see: both CSV files always carry every column, so nothing you hide can go missing from your accounting. Your choice is saved per person, so a finance colleague can show different columns on the same event. The Attendee column cannot be hidden. Optional columns include Subtotal, Fees and Tax, which are off by default.
- Click Export CSV.
- Choose Orders — one row per order ① for a booking list, or Tickets — one row per ticket ② for a door list or a per-ticket price report.
Act on several orders at once
Tick the boxes on the left of the rows. A bar appears showing how many are selected and the actions that apply. Each button only appears if you hold the permission behind it, so a box-office member may see Check in but not Cancel orders.
- Tick the rows you want. The box in the header ① ticks every row on the page you are looking at — never rows you have not seen.
- Resend tickets ② emails the tickets again to every selected order (Confirmed tab).
- Check in ③ admits every ticket in the selected orders that is not inside yet; Undo check-in reverses it. Useful for walking a group through the door in one action. Each ticket goes through the same check-in as a scan: it is admitted once, written to the check-in log with your name and the method Bulk, counted in the attendance figures, and announced to your
ticket.checked_inwebhook. Tickets already inside keep their original arrival time. - Cancel orders ④ cancels the selected orders. Every order paid online is refunded in full; an order whose refund fails is left unchanged.
- Export selected ⑤ downloads just the ticked rows.
On the Pending tab the bar offers Approve and Reject instead. A bulk action skips any selected row it cannot apply to and tells you how many it skipped, rather than failing the whole batch.
Review requests that need a decision
Events using Request & Approve collect orders as Pending before anything is charged for good (see Booking Modes). A yellow banner — Orders awaiting your review — appears on every tab except Pending, so a request never sits unnoticed. The dedicated queue is described in Booking Approvals.
- The Approved tab is a running record of every order that ever went through approval, not just those still waiting for payment. An approved order stays listed there after it is paid, refunded or cancelled.
- Approving an order on a payment-link event moves it to Approved but does not mark it paid. Use Copy Payment Link to hand the buyer their checkout link, or open the order and use Mark Paid for an offline payment.
Fix a mistaken order
Click an order’s reference to open it. Everything you can change — contact details, ticket holders, individual tickets, refunds — is on that page and described in Order Detail & Timeline, Cancel or Add Tickets on an Order and Event Refunds.
- Cancel cancels the whole order, releases its tickets and any held seat, and emails the buyer. A paid order is refunded as part of it — the dialog shows the amount first.
- Delete permanently removes an order together with its items, but is only offered for orders that took no money (free or never paid). An order that was paid is cancelled or refunded instead, so its record is kept.
Good to know
- A ticket with no named attendee still shows as a row, labelled unnamed, so the quantity always reconciles with what was paid for.
- Resend and the bulk check-in actions only apply to Confirmed orders — they assume a paid, valid ticket.
- Bulk Check in follows the door’s rules: a ticket marked as a no-show is skipped (scan it at the door or use Advanced Check-in), and if the venue has a capacity it stops admitting once that many people are inside. An order where nothing could be admitted counts as skipped.
- Orders that were abandoned at checkout (a declined card, an abandoned 3-D Secure step) are not orders and never appear here.
- Team members need permission to view bookings to see the list and a separate permission to export it.
Troubleshooting
- Export has fewer rows than I expected — the export follows your current tab, search and date filters. Clear them first for everything.
- No Message link on a row — that booking has no linked account (a guest checkout), so there is nobody to open a thread with.
- An approved order still shows as unpaid — approval and payment are separate steps on payment-link events. Send the link or mark it paid.
- Bulk Resend or Check in is missing — you are not on the Confirmed tab, or your role does not include that permission.
- Check in reported orders as skipped — every ticket in them was already inside, marked as a no-show, or the venue had reached its capacity.