Ticket Sales and Orders

Admin Manager

Use this page to find a ticket order, re-send someone's tickets, refund tickets, and download your attendee list.

Quick steps

To re-send someone's tickets:

1. Click Events in the top navigation bar and click the event.
2. Click Orders.
3. Type the buyer's name, email, order number or a ticket code in the search box and click Search.
4. Click the order, then click Re-send tickets.

To refund tickets bought online:

1. Open the order as above.
2. Under Refund, tick the tickets to refund and click Refund selected tickets — or click Refund whole order.
3. Read the amount in the message and confirm. The money goes back to the buyer's card and those tickets stop working at the door.

To refund everyone after cancelling an event:

1. Set the event's Status to Cancelled and click Save. Its tickets stop working at the door and buyers are emailed. Nobody is refunded yet.
2. Open the event and click Refund all orders.
3. Read the number of orders and the total, then click Yes, refund to go ahead (or Don't refund).
4. Each order's result shows on the event's page as it's done. Click Reload to see the latest.

To download your attendee list:

1. Open the event and click Orders.
2. Click More actions, then Attendees Excel (or Attendees CSV).

You can also download it straight from the event's page: More actions → Download attendees (Excel).

Common questions

I don't see the Refund section on an order. Refunds need the Refund Ticket Orders permission, which only admins have to start with. The section also doesn't show when the order has no valid tickets left, when it was bought at the register, or while an earlier refund is still waiting to be resolved.

Can buyers refund or transfer their own tickets? No. Buyers contact you, and you refund or fix names from the order.

Someone typed their email wrong. Open the order, fix Buyer email (where tickets are sent) in the Buyer box, click Save next to it, then click Re-send tickets at the top.

Can I change the name on a ticket? Yes. Change the Attendee name next to the ticket and click Save names. The name shows at the door when the ticket is scanned.

The wrong ticket was scanned in. Open the order and click Undo check-in under the ticket's check-in time, then confirm. The ticket can be scanned again. This needs the Undo Ticket Check-Ins permission. You can also undo it on the register's Door tab — see Scanning Tickets at the Door.

Does Re-send tickets also email the guests? No. Re-send tickets emails every ticket on the order to the buyer email only.

Where do I find a ticket buyer later? On your Customers list, when your store has customers switched on. See Ticket buyers become customers.

The order was refunded but the person was already scanned in. You can still refund it. The confirm message tells you how many of the tickets were already scanned in.

I refunded the paid tickets but the free one still works. Group-deal free tickets are only refunded if you tick them too. The Refund section reminds you when an order has one.

How do I refund a ticket sold at the register? Do a return at the register for the ticket line, the same as any other item. See Returns. The Refund section on a register order only says "Refund this sale at the register (Returns)."

The register won't take payment for a ticket. The cart says why under the tender buttons: the ticket isn't on sale yet ("sales start" with the date), its sales have ended, it's more than the Max per order, or there aren't that many left. Change the cart, or change the ticket type's Sales start, Sales end or Max per order on the event's edit page.

Refund all orders says an order wasn't refunded. The result next to the order says why — usually an earlier refund on it is still waiting to be resolved. Open the order, sort that out, then click Refund all orders again. It only picks up orders that are still paid, so nobody is refunded twice.

Why can't I void or return an online ticket order from the register or from Online Orders? Online ticket orders are refunded only from Events → Orders, so the money goes back to the card and the tickets stop working. Online Orders shows the sale with a link to Open ticket order.

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More detail: how tickets are sold online

Selling Online

Share your event's link (Copy buy link in the Share box on the event's page) or print the Booth poster. Buyers:

1. Pick how many of each ticket type they want with the – and + buttons.
2. Type their first and last name, email and (optionally) phone, and tick that they are old enough. They can also type a discount code, and tick to get your news by email or text.
3. Click the button that counts their tickets (for example Get 2 Tickets). The tickets are held for them for 15 minutes.
4. With more than one ticket, they can say who each ticket is for under Who's going? (optional).
5. Pay by card. Their tickets are emailed straight away, with a receipt.

See What Ticket Buyers See for each step from the buyer's side.

A paid online order is recorded as an online sale, so it shows in your sales reports with a line for each ticket type and its tax. It doesn't go through a cash drawer.

A ticket type ticked Sell at the door only is never sold online. It's only on the register.

More detail: selling tickets at the register

Selling Tickets at the Register

For people paying cash, or paying by card at your table:

1. On the register, open the Tickets category, or search for the event name.
2. Tap the ticket type (for example "Winter Fest — General Admission"). Add more for more people.
3. Take payment the usual way.

When the sale completes, the tickets are made and already checked in — the person is standing at the door. They come off the same count as online tickets.

The register follows the same rules as the event page:

• Only events that are On sale are on the register. A Draft, Ended or Cancelled event's tickets aren't.
• Before a type's Sales start the cart says it "isn't on sale yet" with the start date and time; after its Sales end it says "Ticket sales … have ended".
• More than the type's Max per order in one sale: the cart says "max N per order".
• More than are left: the cart says "only N left" (or "sold out").
• The event's group deal is taken off automatically when the cart qualifies, the same as online.

While the cart shows one of these, the payment buttons won't open. A sale made while the register was offline already happened, so it's recorded as it was.

The tickets go on a new order in Events → Orders, under the customer's name, or "Walk-up" if no customer was added ("Au guichet" in a French store, "En taquilla" in a Spanish one).

• To undo a walk-up ticket sale, void the whole sale, or do a return for the ticket lines. Either one cancels the tickets. You can't line-void a ticket line once the sale is complete — the register says "Use a return for ticket lines".
• Walk-up tickets aren't emailed. If someone wants theirs, open the order in Events → Orders and click Re-send tickets. If the order has no email (no customer was added to the sale), type their Buyer email, click Save, then Re-send tickets.

More detail: the Orders list

The Orders List

Click Orders on the event dashboard.

Filter	Shows
All (except expired)	Every order except holds that ran out
Paid	Fully paid orders
Partially refunded	Orders with some tickets refunded
Refunded	Orders with every ticket refunded
On hold	Someone is in the middle of paying (up to 15 minutes), or tickets are held for someone on the waitlist
Expired	The buyer didn't pay in time and the tickets went back on sale
Needs check	The payment result wasn't clear (see below)

The Status list only offers the statuses this event's orders have. Needs check only appears while some order needs one.

Search finds an order by its number, the buyer's name or email, a ticket code, or an attendee's name. Clear shows every order again.

Each row shows the order number, buyer and email, number of tickets, when it was paid, its status and total. Once the event has walk-up tickets, a Where column says "Online" or "Walk-up". On a phone, the status and number of tickets show under the buyer.

Exports

More actions at the top of the Orders list downloads the event's paid orders (including refunded ones):

Button	One row per	Columns
Attendees CSV / Attendees Excel	Ticket	Attendee, Buyer, Email, Phone, Ticket type, Code, Status, Checked in at, Order, Guest email, Guest phone
Orders CSV / Orders Excel	Order	Order, Date, Buyer, Email, Phone, Tickets, Subtotal, Discount, Tax, Total, Refunded, Status, Source, Payment reference, Email updates, Tracking link, Discount code

Email, Phone and Buyer are the buyer's. Guest email and Guest phone are filled in when the buyer gave a guest's own details under Who's going?. Email updates is when the buyer asked for your news by email. Source is "Online" for orders from the event page and "Walk-up" for tickets sold at the register.

The same menu has Mailing list (opted in). See Promoting Your Event. Status says "Paid", "Partially refunded", "Valid", "Void" and so on. The column names and these words are in your store's language.

More detail: an order's page

The Order Page

Click an order to open it.

The order's status is next to the event's name at the top. Anything that needs doing (a payment to check, a refund to resolve) shows in a coloured box above everything else, with its button.

Tickets (left) lists each ticket with its Attendee name, ticket type and code, price with tax, whether it's valid or void, and when it was checked in. Change names and click Save names. Under a check-in time, Undo check-in takes the check-in back (with the Undo Ticket Check-Ins permission).

Buyer (right) shows the name, phone, whether they asked for Email updates, the tracking link they came through (Came through link), and who shared the link they bought through. Change Buyer email (where tickets are sent) and click Save next to it. Under it, you can see when the tickets were emailed.

Payment (right) shows the status, when and how it was paid, the card's brand and last four digits, the payment reference and approval code, then the subtotal, the discount (the group deal, or "Discount (code …)"), tax, total and amount refunded (if any). An order a free code covered says Nothing to pay (free code).

Button	Where	What it does
Re-send tickets	At the top	Emails the tickets again to the buyer email. Only on paid orders. If the email is blank, add one first.
Check with (your processor)	In the box at the top	Asks the card processor whether a payment went through. Shown when a payment was tried and the result isn't settled.
Release hold	In the box at the top	Lets go of a stuck hold so the tickets go back on sale. See below.

Refunding an Online Order

The Refund section lists each valid ticket with its attendee, code and price with tax ("scanned in" if it was already used).

• Tick tickets and click Refund selected tickets to refund just those.
• Click Refund whole order to refund every valid ticket. The button shows the amount.

Before anything happens, a message shows the exact amount, how many tickets, and how many were already scanned in. Each ticket gives back what was paid for it, including its tax. The money goes back to the card the buyer used. Refunded tickets show "Refunded — not valid for entry" on the buyer's My Tickets page and are turned red at the door.

A refund is recorded as a return, so your reports net it out.

When a refund result isn't clear

Now and then the card processor doesn't answer clearly. The order then shows Refunds waiting to be resolved, and nothing more can be refunded on it until you resolve each one:

1. Look the payment up in your card processor's own website.
2. If it shows the refund, click It went through. The tickets are voided and the refund is recorded.
3. If it shows no refund, click It didn't go through. Nothing changes and you can refund again.

Refunding Every Order of a Cancelled Event

Cancelling an event never moves money by itself. When the event is Cancelled, its page shows a red box at the top with Refund all orders.

1. Click Refund all orders. The box shows how many paid orders will be refunded, the total, and your card processor.
2. Click Yes, refund to go ahead, or Don't refund to close it.

Each paid online order is then refunded in full, one after another, exactly as if you had clicked Refund whole order on it: the money goes back to the card, a return is recorded, and the tickets are voided. The list under the button shows each order as it's done:

Result	What it means
Refunded $X	The money went back to the buyer's card.
Not refunded: (reason)	The processor refused it, or an earlier refund on the order is still waiting to be resolved. Open the order to deal with it, then click Refund all orders again.
Walk-up sale: refund it at the register (Returns)	Tickets sold at the register are refunded with a return at the register, not from here.

Running it again only picks up orders that are still paid, so no order is refunded twice. It needs the Refund Ticket Orders permission.

Orders That Need a Payment Check

If the card processor didn't answer in time when someone paid, the order is marked Needs check and a yellow box on the event dashboard and Orders list counts them. Brother POS keeps checking with the processor by itself every few minutes, and issues the tickets as soon as it finds the payment.

To check now, open the order and click Check with (your processor). If it finds the payment, the tickets are issued and emailed.

If you have looked in your processor's website and no charge went through, click Release hold to put the tickets back on sale. It needs the Refund Ticket Orders permission. It's refused while a payment may still be going through, or when a charge is known to exist.

A red box saying Extra charges were approved on this order lists any charge that couldn't be cancelled. Refund those from your card processor's website.

Ticket Buyers Become Customers

When your store has customers switched on, each paid ticket order adds its people to your Customers list:

• The buyer. Someone who bought before is matched on email, then phone, so they stay one customer.
• Each guest the buyer gave their own email or phone under Who's going?.
• A walk-up sale's tickets go on the customer added to the sale. A walk-up sale with no customer adds nobody.

Someone new added this way only gets your marketing emails if they ticked the email box when buying, and only gets texts if they ticked the text box. Canada's anti-spam law requires their consent. A new guest gets neither. A customer you already had keeps their choices, but ticking a box now signs them up.

The customer's page has an Events card. It lists the events they bought tickets for (with how many tickets, the total, and Refunded or Partly refunded), and the events they were a guest at ("Guest of (buyer)"). Click an event to open the order. When you merge two customers, their ticket orders move too.

Walk-up Tickets That Didn't Cancel

Rarely, voiding a walk-up sale or returning its ticket lines doesn't cancel the tickets. The order then says the tickets "still scan green". Click Cancel these tickets now (needs the Refund Ticket Orders permission).

Who can do this

Working orders needs Manage Events & Ticket Orders (on for managers to start with). Undo check-in needs Undo Ticket Check-Ins (on for managers to start with). Refunds, Refund all orders, Release hold and Cancel these tickets now need Refund Ticket Orders (admins only to start with). Admins can change both on the Role Permissions page, in the Events & Tickets group. See Who can do what.