Event orders
The Orders tab shows all purchases made for the event you're viewing. Think of it as your event's sales list — every ticket someone bought appears here.
What is an order?
An order (also called a purchase) is a single transaction where someone bought tickets. One order can contain:
- Multiple tickets (e.g., someone bought 4 tickets for their friends)
- Different ticket types (e.g., 2 VIP + 2 General)
- Add-ons (e.g., parking, merchandise)
Each order has a unique order number that identifies the transaction.
Where to find event orders
- Go to Events in the sidebar
- Click on the event you want to check
- Select the date (if your event has multiple dates)
- Click the Orders tab
You'll see a table with all purchases for that specific event and date.
Understanding the orders table
Each row in the table represents one order. You'll see:
| Column | What it shows |
|---|---|
| Order # | Unique identifier for the purchase |
| Date | When the purchase was made |
| Buyer | Name and email of who bought |
| Tickets | Number of tickets in this order |
| Total | Amount paid |
| Payment method | How they paid (card, cash, free, etc.) |
| Status | Current state (completed, refunded, pending) |
Click on any row to open the full purchase details.
Searching and filtering
Search bar
Type any of the following to find an order:
- Order number
- Buyer's email
- Buyer's name
Filters
Click the filter icon to narrow down orders by:
- Payment method: Card, cash, free, courtesy, etc.
- Status: Completed, refunded, cancelled, pending
- Ticket type: Filter by specific ticket names
Managing multiple orders at once
Sometimes you need to make changes to many orders — for example, if an event date is cancelled and you need to refund everyone, or move everyone to a new date.
The Orders tab has multi-select that lets you do this.
Step 1: Select the orders
Click the checkbox on the left of each order you want to include. You can select up to 20 orders at a time.
As you select orders, a floating toolbar appears at the bottom of the screen showing:
- How many orders you've selected
- An "X" button to clear your selection
- A "Select action" button
Step 2: Choose an action
Click "Select action" to see what you can do:
Action 1: Change event or date
Use this when you need to move people to a different event or date.
When to use it:
- Original date was cancelled
- Event moved to a new venue (new event created)
- Someone bought tickets for the wrong date
How it works:
- Select the orders you want to move
- Click "Select action" → "Change event or date"
- A modal opens. Choose:
- New event (can be the same event if just changing date)
- New date
- New ticket type (must match what they originally bought)
- Decide if you want to notify users (checkbox, on by default)
- ON = Buyers receive an email about the change
- OFF = No email sent (use for internal corrections only)
- Click Confirm
⚠️ Important: This action is NOT available for events with numbered seats. For those, you must change each order individually.
Action 2: Refund or cancel
Use this to return money or invalidate tickets for multiple orders.
The difference:
- Refund = For online payments (Stripe, Mercado Pago). Money goes back to the buyer's card.
- Cancel = For manual payments (ticket office, courtesies, free tickets). No money involved, tickets just become invalid.
The system automatically knows which one to use based on how the order was paid.
How it works:
- Select the orders you want to process
- Click "Select action" → "Refund or cancel"
- A modal shows all selected orders. For each one, choose what to refund:
- Check/uncheck individual tickets
- Use "All service charges" button to include or exclude fees
- Click Confirm
Buyers are always notified by email when their order is refunded or cancelled. You cannot disable this.
Managing a single order
For individual changes, click on any order row to open the Purchase detail page. There you can:
- View all information about the purchase
- Send tickets to a different email address
- Change event/date for just this order
- Refund individual tickets
- Download invoice (if billing is enabled)
- View payment history
See Purchase detail for the complete guide.
Exporting orders
Need a spreadsheet of all orders?
- Apply any filters you want (or leave unfiltered for all orders)
- Click the Export button (download icon)
- Choose your format (CSV or Excel)
The export includes all order details including buyer information, tickets purchased, and payment data.
FAQs
An order is the transaction — the purchase someone made. A ticket is what they received. One order can have multiple tickets. For example, if someone buys 3 tickets in one purchase, that's 1 order with 3 tickets.
Go to Events → click your event → select the date → click the Orders tab. You'll see all purchases for that specific event and date.
Click on the order row to open the purchase detail. There you'll find the refund option. You can choose which tickets to refund and whether to include service charges.
In the Orders tab, check the boxes next to each order you want to refund (up to 20). A toolbar appears at the bottom. Click "Select action" → "Refund or cancel", then confirm which tickets to refund for each order.
Select the orders using the checkboxes. Click "Select action" → "Change event or date". Choose the new event and date, then confirm. Buyers will receive an email notification (unless you disable it).
Yes, but only within the same brand. The "Change event or date" action lets you move orders to any event in your brand, not just different dates of the same event. You cannot move orders to events in a different brand.
Numbered seat events require specific seat assignments. Moving purchases in bulk would create conflicts. You need to change these orders one by one to properly reassign seats.
No. Refund and cancellation emails are always sent automatically. This protects buyers by ensuring they're always informed about changes to their purchase.
Refunds can take 5-10 business days to appear depending on the buyer's bank. Stripe and Mercado Pago process refunds immediately on their end, but banks have their own timelines.
Use the search bar at the top of the Orders tab. You can search by order number, buyer's email, or buyer's name.
Because you're already viewing a specific event! The Orders tab only shows orders for the event you selected. To see orders from all events, go to Orders in the main sidebar.
No. Orders are permanent records for accounting and legal purposes. You can refund or cancel them, but not delete them.