Orders, tickets & refunds

Every sale is an order: who bought, what they bought, what they paid, every ticket and add-on, and everything that happened since. The order record is where day-to-day support lives.

The order record

An event’s Orders list: buyers, totals, payment status and dates. — Attendees → Orders — every sale with its payment state.

Each event’s Orders list opens into a full order view: line items, payment state, the buyer, registration answers, issued documents, and per-ticket status — valid, checked in, cancelled, refunded. Tickets also appear across events under the event’s Tickets tab and on the contact.

Baskets & holds

A buyer’s basket holds real stock for 15 minutes (topped up when they reach payment, within a half-hour ceiling). Expired holds release themselves — an abandoned basket never needs cleaning up, and “sold out” self-corrects the moment a hold lapses. The same mechanics power door sale drafts in Box Office.

A single order: line items, payment details, the buyer, each ticket’s status, and refund and resend actions. — The order record — where resend, reassign, refund and documents all live.

Resending & reassigning tickets

Resend — email the tickets again to the buyer, for the perennial “can’t find the email”.
Reassign — hand a ticket to a different attendee. The ticket is re-issued with a fresh QR and emailed to the new person; the old QR stops scanning. Buyers can do this themselves from their order page too.

Refunds & cancellations

Refunds — full or partial — are issued from the order and paid back out of your Stripe balance (Getting paid). Refunding is a two-step-verified action.
Refund with release puts the stock — and any seats — straight back on sale, firing the waitlist if one is waiting.
A refund that settles raises a credit note automatically where documents are configured.