Buyer purchase journey
Learn the complete flow your buyers go through so you can optimize their experience and resolve their questions.
Flow overview
- Buyer arrives at the event page
- Selects tickets (and seats if numbered)
- Adds optional add-ons
- Completes personal information
- Pays through the payment processor
- Receives tickets via email and on screen
Important: The entire process is login-free. Buyers don't need to create an account to purchase. This reduces friction and increases conversions.
Step 1: Event page
The buyer arrives at the event page, usually from:
- A promotional link you shared
- Social media
- Internet searches
- Your website
On the page they see:
- Event banner
- All information (date, venue, description)
- A floating "Buy" button that follows them while browsing
When they click "Buy", the checkout modal opens.
Optimization: The event page is optimized for all devices and browsers. It works perfectly even on 3G or slow internet connections, ensuring the fastest and easiest purchase process possible.
Step 2: Ticket selection
Events without numbered seats
The buyer sees a list of all available tickets, each with:
- Ticket name
- Price
- Quantity selector
Restrictions applied automatically:
| Setting | Behavior |
|---|---|
| Minimum quantity | Can't select fewer (e.g., minimum 2, can't buy 1) |
| Maximum quantity | Can't select more than the per-purchase limit |
| Stock | Only sees available quantities |
| Block multiple ticket types | If enabled, can only buy one ticket type per purchase (but multiple units of that type) |
Events with numbered seats
The buyer sees the seat map of the venue. To select:
- Click on a section of the map to zoom in
- Click on the seat/table/area they want
- If there are multiple rates, choose which one to apply
- Repeat to select more seats
On mobile, a confirmation modal appears to verify the selection.
Applying discounts
If you configured discount codes, the buyer will see a button "Apply your coupon here" above the tickets.
When clicked:
- They enter the discount code
- The system validates if it's valid
- If valid, they see the updated price with the discount applied
Sharing a link with pre-applied discount:
As an organizer, you can share a link that already has the discount applied:
- Go to Events → [Your event] → Discounts
- Click the three dots on the discount you want to share
- Click "Copy URL"
When someone opens that link, the discount will already be applied automatically in checkout.
Note: Discounts apply only to tickets, not to add-ons.
Continue
If the selection is valid, the button says "Continue" and they can proceed.
If there's an error (e.g., nothing selected, invalid selection), the button is disabled and shows the error message.
Step 3: Add-ons (optional)
If you configured add-ons for the selected tickets, the buyer sees them after choosing tickets.
Selection works the same as unnumbered tickets:
- List of available add-ons
- Quantity selector for each
- Minimum/maximum/stock restrictions
Add-ons are optional. The buyer can continue without selecting any.
Step 4: Buyer information
Normal mode
The buyer completes:
- First name
- Last name
- Phone (optional depending on configuration)
- ID/Document (required only when enabled by your brand billing setup)
- Confirm email (can't paste, must type it)
- RSVP (if you configured custom questions)
- Checkbox accepting terms and conditions + refund policy
"Info per ticket" mode
If you enabled "Request assistant information per ticket" in event settings, the process has two parts:
Part 1 - Buyer data: Complete the same fields as normal mode (name, last name, email, etc.)
Part 2 - Each assistant's data: For each ticket purchased, they must complete the attendee fields you enabled in checkout configuration (for example: first name, last name, phone, ID/document, birthdate):
- Assistant's first name
- Assistant's last name
- Assistant's phone (if enabled)
- Assistant's ID/Document (if enabled)
- Assistant's birthdate (if enabled)
- Assistant's email (must be unique for each assistant)
- RSVP (if you configured questions)
What happens with emails? Each assistant receives their own ticket to their email. If someone buys 5 tickets, they must enter 5 different emails and each person receives their ticket individually.
Tip: For the first assistant there's a checkbox "Use my data" that auto-fills with the buyer's information.
For organizers: This mode is excellent for building a contact database for email marketing. However, it adds friction to checkout. If you don't need each assistant's data, we recommend leaving it disabled to maximize conversions.
Step 5: Reservation and payment
Ticket reservation
Tickets are reserved when the buyer clicks "Continue" after completing their information, not before.
This means:
- Selecting tickets doesn't reserve them
- Other buyers can "beat them" to the tickets if they complete first
If tickets are no longer available when continuing:
- They see an error message
- They must select other tickets
- Their personal data stays saved
Reservation time
Once reserved, the buyer has 10 minutes to complete payment.
During these 10 minutes:
- The tickets are locked for that buyer
- Other users cannot purchase those tickets
- They appear as "unavailable" to others
If 10 minutes pass or payment fails:
- The reservation expires
- Tickets are released automatically
- Other users can purchase them
- The original buyer must start over
Payment processors
After clicking continue, after 3 seconds the buyer is redirected to the payment processor based on the region:
Argentina → Mercado Pago
If the buyer has the Mercado Pago app installed on their phone, it opens automatically and they can pay with a single tap using their account. If they don't have the app or are on desktop, the Mercado Pago web checkout opens where they can:
- Pay with account balance
- Use saved cards
- Add a new card
- Pay without a Mercado Pago account (option for those without an account)
USA and Stripe countries
The Stripe checkout opens where they can pay with:
- Apple Pay / Google Pay
- Credit/debit cards
- See all accepted methods
Other LATAM countries → dLocal
The payment form appears on the same site (no redirect). The buyer enters their card details directly.
Step 6: Purchase result
Successful purchase
The buyer sees:
- Success message
- Purchase summary
- "Download tickets" button to get the QR codes
- QR codes also shown on screen (can screenshot)
Additionally, they receive an email with:
- Purchase confirmation
- Attached tickets with QR codes
Additional features on successful checkout:
- Cross-event offers: If you configured offers from other events, they appear here so the buyer can add more purchases.
- Referral system: If you have the referral system enabled, the buyer automatically receives a link to share with friends and get rewards (more details in the referrals article).
Failed purchase
The buyer sees:
- Error message
- Reason for failure
- Button to return to event and try again
For organizers: Failed purchases are recorded in the orders list. You can see the failure reason by clicking on the order. However, if the buyer simply closes the checkout without attempting to pay, no order is recorded.
Ticket recovery
If the buyer lost the email or can't find their tickets:
Option 1 - Site chatbot: The buyer messages the chatbot saying they lost their tickets. The bot asks for their email and if it finds a purchase, automatically resends the tickets.
Option 2 - Success page: If they're still on the successful purchase page, they can download the tickets or screenshot the QR codes shown on screen.
Option 3 - Organizer does it manually: If the buyer contacts you directly, you can resend the tickets yourself:
- Go to Events → [Your event] → Orders
- Search for the purchase by name or email
- Click the three dots → "Resend tickets"
Alternatively, you can click "Print tickets", save them as PDF, and send them manually via email or WhatsApp.
Saved data
When a buyer completes a purchase on your site, we save their data in cookies.
Next time they buy:
- Their personal data is already filled in
- They just need to verify and continue
This makes repeat purchases faster.
Next steps
No. The purchase process is completely login-free. This reduces friction and increases conversions. They only need to enter their data once.
Tickets are reserved when the buyer completes their information and clicks continue, not when they select them. Whoever reaches that step first "wins" the tickets.
10 minutes from when tickets are reserved (after completing data). If 10 minutes pass, the reservation expires and they must start over.
The buyer sees a message with the failure reason and a button to try again. Their data stays saved so they don't have to fill it in again.
Three ways: they can download them from the success page, see them on screen (screenshot), and they're automatically sent via email.
You can check it in Events → [your event] → Communications → Settings → Purchase email using Preview.
If you want to validate the full real experience, send yourself a courtesy ticket or make a test purchase with your own email.
They can use your site's chatbot to request resending. They just need their email and the bot automatically resends the tickets if it finds the purchase.
No, discount codes only apply to tickets, not to add-ons.
Yes. Mercado Pago, Stripe, and dLocal accept cards from around the world, though there may be exceptional cases of unsupported methods.
If the buyer requests a refund directly from the processor (e.g., reports the card as stolen), the ticket is automatically invalidated in Fanz. The system is synchronized, so you don't need to do anything manually.