đź“‹ Managing your events and tickets
All things orders, refunds, cancellations and editing live events.
By Siobhan and 3 others4 authors42 articles
- How to manage orders and issued ticketsThe ultimate guide to ticket and order management.
- How can I send text message event reminders to my ticket buyers?UK and US organisers can offer ticket buyers the option to receive WhatsApp or SMS messages about their event at checkout, from 'Settings' → 'Text message reminders'.
- How can I check if a text message reminder was delivered to my ticket buyers?You can quickly check the status of text message event reminders by heading to the 'Orders' tab of your Ticket Tailor dashboard.
- How can I customise my PDF ticket?Head to your Box office 'Settings' → 'Email templates' → 'Event confirmation email' → 'Edit' to get started.
- How do I change the status of my event?Change your event status between 'Draft', 'Published', and 'Sales closed', from the 'Events' page, or within your 'Event summary' page.
- How to cancel an eventWhat steps you need to take when cancelling an event.
- How to postpone an eventInform your ticket buyers, and then update the event details.
- How to cancel or refund an orderHead to 'Orders', open the order and follow the steps to cancel and optionally refund.
- How to cancel an order and send a voucherHow to offer an exchange or store credit for a ticket refund.
- How to move an order to another event in your box officeIf a ticket buyer has made a mistake with their booking, you can move their order to another event, or another date or time in your event series.
- How to refund one ticket in an orderHead to 'Orders' and click cancel/refund to partially refund an order and cancel order line items.
- How to void individual tickets in an orderHead to 'Orders' > 'Ticket details'
- How can I report on all orders made using a refund to voucher code?
- How to cancel and refund orders in bulkCancel and optionally refund multiple orders in one go from your 'Orders' page.
- Can I reinstate a cancelled order?If your buyer cancels an order by mistake, they need to rebook.
- How to add a reschedule feeContact customer support to enable this feature.
- How to cancel an order with an outstanding payment planHow to cancel an order with an outstanding payment plan.
Managing Orders
Editing orders, exporting info and resending tickets
- How to export your order informationHead to 'Orders' to filter your order data, and then choose 'Actions' and 'Export'.
- How to send an imported ticketUse a broadcast to send your imported tickets.
- How can I issue complimentary tickets?Steps to issue comp, PR, press or VIP tickets.
- How to add an order manuallyJust click 'Add new order' from the 'Orders' section of your dashboard.
- How to resend a ticketResend a ticket, gift voucher or membership that was ordered from your box office.
- How can I create an order for an existing ticket buyer?Quick steps to book tickets on behalf of an existing ticket buyer.
- How to reschedule an order to another occurrence in a recurring event seriesIf a ticket buyer has booked for the wrong date, you can easily move their tickets to another date or time in your event series.
- How to print a ticketLocate the customer order, and click 'Print order confirmation'.
- How can I mark a 'Pending' payment as complete?Open the order from the 'Orders' tab, and click 'Confirm payment received'.
- How can I view my ticket sales for my recurring events?How to view your ticket sales by date or time-slot.
- How to access the details of customers who didn't complete their ordersHead to 'Orders' > 'Order status' > 'Incomplete orders'.
- How can I edit an order?Change the name, email or other customer details from 'Orders' → 'View order' → 'Edit details'.
- How can I delete ticket buyer data?Delete your event, or get in touch with customer support, and we'll help!
- How to check if an order confirmation email was deliveredHead to 'Orders' and open the order to see delivery details.
Self-serve order management
Guides to help you let ticket buyers manage their own orders.
- Why can't my ticket buyer issue their own refund via self-serve?Sometimes refunds can't be issued in self-serve, so you need to issue it manually, via Stripe, PayPal or Square or in cash.
- Why can my ticket buyer see 'payment pending, contact event organiser' in self-serve?If payment hasn't been confirmed on your 'Orders', your customer might see payment pending in self-serve.
Editing live events
How to edit and update tickets, products and events
- How can I manage my event occurrences?Make edits to your existing occurrences or add new ones by heading to your event and clicking 'Occurrences' from the left-hand menu.
- How to edit your occurrencesUse an 'Override' to edit the price or number of available ticket types in a single occurrence or to create new types of occurrences.
- Can I reduce my occurrence capacity even if I've sold tickets?Yes!
- How can I edit my Products?How to update and manage your non-ticket products.
- How to add tickets to a sold-out event's guest listCreate a new admin-only ticket type to add more capacity, and manually add your guestlist.