You can choose to let your buyers cancel, transfer 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 '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:
Resend their tickets.
Reschedule their tickets if they have bought them in a recurring event.
You can limit this based on days before the event, and the value of the order.
Cancel and (optionally) refund their own tickets.
You can opt to keep your booking fees when refunding, and limit this based on days before the event, and the value of the order.
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
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.
Notes about order rescheduling
If you are running one-off events or have a lot of different events in your box office, your buyers will need to be able to cancel their ticket in self-serve and rebook it themselves to reschedule their tickets. Orders can only be rescheduled within a recurring event.
If you are running recurring events, you can allow your buyers to reschedule an order to another occurrence if the new booking is the same value as their original booking.
Self-serve order rescheduling won't work for:
Orders with pending payment.
Cancelled orders.
Recurring events using seating charts.
Occurrences with overrides.
Orders with a mix of tickets and products, where the product's fulfilment method is not a QR code.
Orders which only consist of products.
In the above cases, your ticket buyers will need to contact you to reschedule their orders. Learn how to manage customer orders here.