Find and manage orders

Part 1Search for an order

1. 1Click Orders in the dashboard sidebar.
2. 2Type a name, an email or an order number in the box labeled Search by name, email or order number. Part of a name or email is enough.
3. 3Press Search.
4. 4Read the row. It shows Order, Buyer, Event, Tickets, Total, Your net, Status and Date.
5. 5Use Next and Previous at the bottom to move between pages. Each page holds 50 orders, newest first.
6. 6Clear the search box and press Search again to see every order.

The four figures at the top, Gross sales, Your payout, Platform fees and Known buyers, always cover your whole company. They do not change when you search.

Part 2Know what each status means

The Status column shows one of six words in capital letters.

1. 1Read PENDING as a checkout that has started but is not paid. The tickets are held for up to 20 minutes.
2. 2Read PAID as money received and tickets issued.
3. 3Read CANCELLED as a checkout that was never paid. The held tickets went back on sale and the buyer was not charged.
4. 4Read FAILED as a checkout that could not start because your company could not take card payments at that moment. Nothing was charged.
5. 5Read REFUNDED as a full refund made in Stripe. The tickets no longer scan.
6. 6Read PARTIALLY REFUNDED as part of the money returned in Stripe. The tickets still scan.

Part 3See or reprint a buyer's tickets

1. 1Find the order on the Orders page.
2. 2Click the order number. The buyer's own order page opens in a new tab, with every QR code and the Receipt.
3. 3Check under each ticket. A ticket that has been used says Already checked in.
4. 4Go back to the Orders page and click Print at the end of the row to print the tickets yourself. Print only appears on paid orders that have tickets.

Part 4Help a buyer who did not get the email

There is no resend button. The order page holds the same tickets as the email, so send the buyer that link.

1. 1Search for the buyer by name or email on the Orders page.
2. 2Check the Status. If it is PENDING or CANCELLED, the buyer never finished paying and has no tickets yet.
3. 3Check the email address in the Buyer column for a typing mistake.
4. 4Click the order number to open the order page.
5. 5Copy the web address of that page from your browser.
6. 6Send the address to the buyer by text or email. They can open it on their phone and show the QR codes at the gate.
7. 7Ask the buyer to look in spam for an email from your company name followed by "via Ticket-Worx".

Part 5Tell online, box office and printed orders apart

Every sale lands in the same list, wherever it was made. The Orders page has no separate column for where an order was sold.

1. 1Look for an empty email under the buyer's name. Box office walk-up sales can be made without an email, so no ticket email was sent.
2. 2Look for the word Upgrade under the order number. That row is a payment to move tickets to a pricier ticket type, and it says cash if it was paid in cash.
3. 3Look for your company name followed by "(printed)" in the Buyer column. That row is a batch of printed tickets and has no money on it.

Tips

• Your net is what reaches you from that order after Ticket-Worx fees and estimated card costs.
• Known buyers is the number of people on your Customers page.
• To see refunds, failed payments and abandoned checkouts as lists, open Reports and choose Refunds and failed payments or Checkout funnel.

If something goes wrong