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Manage orders

Orders are created when someone buys a ticket. You can view and manage all orders from the Sales tab of your event.

Finding orders​

Go to the Sales tab → Orders section. You will see a list of all orders for this event, with:

  • Customer name and email
  • Quantity of tickets
  • Total amount paid (in GBP)
  • Date of purchase
  • Event name (useful when viewing orders across events)

Use the search bar to filter by customer name, email, or order reference.

Viewing order details​

Click on any order to expand its details. You will see:

  • Customer information (name, email, phone)
  • Ticket type(s) and quantities
  • Price breakdown (ticket price, fees, total)
  • Payment status
  • Order reference number

Issuing a refund​

From the order details, click Refund. You can issue a full or partial refund. Refunds are processed through Square and appear on the buyer's statement within 5–10 business days.

caution

Refunds cannot be undone. Make sure you have confirmed the refund with the customer before proceeding.

See Issue a refund for the full refund process.

Resending confirmation emails​

If a customer says they did not receive their confirmation email, you can resend it from the order details. Click Resend to send the confirmation again to the email address on the order.

Updating an order's email​

If a customer entered the wrong email address at checkout, you can update it from the order details. Click Edit next to the email address, enter the correct one, and save.

note

This updates the email on the order record. It does not automatically resend the confirmation — use the Resend button after updating.

Order status​

Orders can be in different states:

  • Confirmed — the payment was successful and the tickets are valid
  • Refunded — the order has been fully or partially refunded
  • Partially refunded — part of the order has been refunded
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