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.

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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.

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Where to find event orders

1. Go to Events in the sidebar
2. Click on the event you want to check
3. Select the date (if your event has multiple dates)
4. Click the Orders tab

You'll see a table with all purchases for that specific event and date.

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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.

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Insured purchase indicator

When a buyer has opted into purchase protection (flexible fare) at checkout, the transaction card and the purchase detail view display an Insured purchase badge. This lets you instantly identify which purchases carry refund protection without having to open each order individually.

The indicator also shows:

• The flexible fare fee amount — the cost the buyer paid for the protection
• The refundable-until date — the deadline up to which the buyer can request a refund under the protection

This information is also included when you export orders (see Exporting orders below), so your spreadsheet reports reflect complete purchase protection data for every transaction.

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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

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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 (for example, 3/20)
• An Unselect all button
• The action buttons Change event or date and Refund or cancel (abbreviated to Change date and Refund/cancel on small screens)

Step 2: Choose an action

Click directly on the button of the action you want to apply:

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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:

1. Select the orders you want to move (up to 20 per batch)
2. Click Change event or date in the floating toolbar
3. A modal opens. Choose:
   • Select an event (can be the same event if just changing date)
   • Select a date as destination (must be different from the current one)
   • For each ticket type sold on the original date, the destination ticket type it moves to. Each option shows how many tickets are still available; options without enough stock to cover what was sold appear disabled
4. Decide if you want to Email buyers about the change (checkbox, on by default)
   • ON = Buyers receive an email with the change
   • OFF = No email sent (use for internal corrections only)
5. Click Change event or date to confirm

When it finishes, the message Purchases moved successfully appears and the orders now show under the new date.

⚠️ Important: Events with a numbered seating map don't appear as a destination. To move buyers to a seated show, change each order individually from its detail.

Note: If you need to move more than 20 orders, repeat the action in batches. Buyers without an email on file don't receive the notification even if the checkbox is on.

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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:

1. Select the orders you want to process
2. Click Refund or cancel in the floating toolbar
3. 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
4. Click Confirm

Buyers are always notified by email when their order is refunded or cancelled. You cannot disable this.

⚠️ Orders older than 7 days after the event ended: The Refund and Cancel buttons will not appear for these orders. If the event ended more than 7 days ago, those purchases are considered non-refundable and cannot be processed through the platform.

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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
• See the Insured purchase badge (if the buyer opted into purchase protection), including the flexible fare fee and the refundable-until date
• Send tickets to a different email address
• Change event/date for just this order (you can move all tickets or just some — a partial change splits the purchase into two orders)
• Change ticket type or rate (you can change all tickets or just the ones you need)
• Refund individual tickets
• Download invoice (if billing is enabled)
• View payment history

Note that the Refund and Cancel options will not appear in the purchase detail view either if the event ended more than 7 days ago.

See Purchase detail for the complete guide.

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Exporting orders

Need a spreadsheet of all orders?

1. Apply any filters you want (or leave unfiltered for all orders)
2. Click the Export button (download icon)
3. Choose your format (CSV or Excel)

The export respects the filters and search you have applied, and includes one row per order with these columns: purchase date, order number, MercadoPago ID, event, event date, email, name, last name, phone (only if the event asks for it at checkout), ID, tickets, ticket quantity, seats (only for events with numbered seats), observations, price, service, gross value, net value, payment, status and discount code.

Custom question answers: if the event has questions configured at checkout, the export adds one column per question at the end, with each buyer's answer. It's the fastest way to download, for example, dietary restrictions or accreditation details for all attendees.

Note: Purchase protection data (flexible fare fee and refundable-until date) is not included in the export; it's visible in each order's detail.

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FAQs