You can choose to let your buyers cancel, transfer and resend their orders - or a combination of the three! With powerful self-serve order management options 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.
Set custom ticket buyer self-serve settings
Personalise your self-serve settings to deliver flexibility to your ticket buyers, and operational convenience for your events.
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.
💡 Things to note
When orders are 'pending' customers will not be able to manage their orders, but they will 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 contact you to manage their tickets. Orders can only be rescheduled by a ticket buyer 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.
Rescheduling will not 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.
Your ticket buyers will need to contact you to reschedule their orders in the above cases. Learn how to manage customer orders