Manage Orders and Ticket Lifecycle

Orders and tickets have related but separate lifecycles. The order records the buyer, basket, payment state, refund state, communications, notes, and timeline. Each ticket records the attendee, QR credential, status, schedule, check-in history, refund history, and ticket-specific actions.

Order tools

• Orders can be searched and filtered by reference, customer, order status, payment status, ticket type, schedule item, promo code, source, and date range.
• Order detail shows items, totals, payment state, tickets, refunds, communications, provider notification delivery, internal notes, and timeline events.
• Resend sends a fresh secure order link when the buyer cannot find their ticket email.
• Payment link sends or refreshes a link for active pending or failed-payment orders.
• Mark paid records external settlement and issues tickets for eligible pending orders.
• Issue tickets is available for eligible paid orders where ticket generation needs to be retried.
• Expire releases a pending reservation when payment will not be completed.
• Cancel can cancel the order, or cancel and refund where the order is eligible and the user has refund permission.

Ticket tools

• Ticket detail shows attendee details, order context, ticket answers, lifecycle history, check-in attempts, refunds, and actions.
• Attendee details can be corrected when the buyer entered the wrong name or email.
• Transfer records a new holder where your policy allows it.
• Resend can send ticket access to the relevant customer.
• Cancel, void, no-show, and reinstate actions change how the ticket should be treated operationally.
• Regenerate QR should be used carefully when a ticket credential may have been exposed or needs to be replaced.

Use notes and timeline well

Internal notes and timeline entries are useful when several people help the same buyer. Record what happened, why it happened, and what the buyer was told. That keeps finance, support, and gate teams from repeating or contradicting each other.