You can choose to let your buyers cancel, reschedule and resend their own orders with self-serve order management. We offer a variety of options so that you can set up the perfect policies to give your ticket buyers flexibility whilst saving you a headache.
By default, your ticket buyers can view and resend their tickets from your event page, or a URL you can share via your website and social media.
How to set custom ticket buyer self-serve settings
Head to your box office Settings.
Select Self-serve from the left-hand menu.
Use the checkboxes to adjust how you want ticket buyers to manage their tickets.
Ticket buyers will always be able to view their order confirmation.
You can choose to let your buyers:
View, print and resend their event/order confirmation and ticket codes.
Reschedule their tickets to another occurrence in the same recurring event.
You can limit this based on days before the event, and the value of the order.
By default, they can reschedule up to 10 times if they need to.
Cancel and (optionally) refund their order.
You can choose what should happen to order payments (No refund, Refund to original payment method, or Refund via credit to voucher).
You can opt to keep your booking fees, transaction fees and donations when refunding, and limit this based on days before the event, and the value of the order.
If you choose Refund order payment via credit to voucher, you can set the voucher expiry date and whether you want to allow partial redemption.
If you allow cancellations to be available up until 1 day before the event, this is equivalent to 24 hours before the event start time.
How can ticket buyers manage their own tickets?
If you're using an event page, your ticket buyers can access their self-serve portal from the Manage tickets button.
You can also add a link to the self-serve customer portal on your website, or in other marketing, using your unique self-serve link at the top of the page.
💡 Things to note
A customer cannot cancel or refund part of an order in self-serve, and cannot reschedule single tickets. When they reschedule, all the tickets they still hold for that event move together. If they want just one ticket moved, they will need to contact you.
When orders are 'pending', a customer won't be able to manage their order, but they'll be able to resend their event confirmation email.
If you edit the order confirmation, ticket buyers will see the updated event confirmation (which you can see in your dashboard), not the confirmation initially sent with their order.
You can't remove the Manage tickets button from your event page or the Need help, or lost your tickets? link to self-serve from your widget.
If an order contains voided items, ticket buyers will see a Void label displayed next to the item in their order details.
If you disable the View and print permission, ticket buyers won't see ticket codes when viewing their tickets. This keeps their barcodes private until you're ready to share them.
Notes about order rescheduling
If you're running one-off events or have a lot of different events in your box office, your buyers will need to cancel their ticket in self-serve and then rebook themselves to reschedule their tickets. Orders can only be directly rescheduled within a recurring event.
If you're running recurring events, you can enable buyers to reschedule an order to another occurrence within the same event.
For multi-checkout orders, buyers can reschedule one event at a time. Each recurring event in their order has its own Reschedule button, and moving one event does not affect the others.
Events that are not recurring do not show a Reschedule button.
Buyers move all of the tickets they still hold for that event. They cannot pick out individual tickets. If they only want one ticket moved, they need to contact you.
A buyer can reschedule an order up to 10 times in self-serve. After that they need to contact you. Contact customer support if you want that limit raised or lowered for your box office.
Self-serve order rescheduling won't work for:
Orders with pending payment.
Orders where the reschedule deadline has passed.
Cancelled or fully refunded orders.
Events where the order also contains a product that is not fulfilled by a QR code, for example physical delivery, Other, Issue a membership, or a gift voucher code. This blocks that event only, not the whole order. A transfer fee product does not count.
Orders which only consist of products.
Orders with Refund Protection.
Orders being paid via a payment plan.
Orders that have already been rescheduled the maximum number of times.
Occurrences that are hidden, unavailable, or do not have enough tickets left for the whole group.
In the above cases, your ticket buyers will need to contact you to reschedule their orders. Learn how to manage customer orders here.