Orders

To find an order, choose Orders → All Orders in the sidebar. The list holds every order placed for your project's events, newest first. Type in Search name, email, order, event to match a buyer's name or email, an event's name or an order reference. Search isn't case-sensitive.

Narrow the list with the two filters beside the search: status (All Statuses, Paid, Partially refunded, Refunded or Cancelled) and event (All Events or one of your events). Changing the search or a filter goes back to the first page. Click an order to open its details, where you refund or cancel it and follow its timeline.

By default, Orders appears in the sidebar for the Owner, Admin and Manager roles. To change who sees it, see Roles and permissions. Orders depends on Tickets, and Refunds & Cancellations on Tickets → Refunds, so in your own sidebar those can't be hidden while the Orders entries that need them are showing. See Sidebar navigation.

An order is one purchase at checkout: a ticket, a quantity and a total, with the buyer's name and email, for one event. Paid tickets, free tickets (with a total of $0) and package sales all become orders. A package sale is named after the package, so it shows under the package's event with your ticket sales. A group purchase becomes one order per attendee, each under that attendee's email.

Each order has a reference made of ORD- and six letters and digits. Events builds it from the order's ID, so it never changes.

An order's status follows what has happened to it:

• Paid: nothing refunded and not canceled. Free orders show as Paid too.
• Partially refunded: part of the total has been refunded.
• Refunded: the whole total has been refunded.
• Cancelled: the order was canceled. This status wins over the other three.

You don't set a status yourself: issuing a refund or canceling the order changes it. Logging a dispute doesn't.

The figures across the top of All Orders cover every order in the project. Search and filters don't change them.

• Gross revenue: the total of every order that isn't canceled, before refunds.
• Net revenue: gross revenue minus everything refunded.
• Orders: how many orders aren't canceled, with the all-time count under it.
• Refunded: everything refunded so far, with AOV, the average order value (net revenue divided by orders, rounded to the dollar), under it.

Each row shows the buyer's name, the order reference and email, the event, the ticket and quantity, the status, the total (with any refunded amount under it) and the date the order was placed. The list shows 25 orders a page: choose 10, 25, 50 or 100 under Per Page at the bottom.

Each row's ⋯ menu has Edit Order, View Order, Issue Refund and Cancel Order. Issue Refund opens the order's details, where you start the refund. Cancel Order is unavailable once an order is canceled.

Click an order in All Orders or Billing & Receipts, or a refund in Refunds & Cancellations, to open the order's details. The top shows the order reference and status, the buyer's name and email, the event, when the order was placed, and either Card · Stripe or No payment ref, depending on whether a Stripe payment is attached.

Items lists the ticket and quantity, any assigned seats, a donation and a discount code, then the Total. Once something is refunded, it also shows Refunded and the Net left.

For an order paid through Stripe checkout, Stripe payment shows what Stripe recorded: the amount received, the card brand and last four digits, the Processing fee and Net, billing details, card checks and risk level, a View Stripe receipt link, and the Stripe references. An older order with Stripe references but no stored payment details says so instead.

The buttons are Issue refund, Resend receipt and Cancel. Resend receipt adds Receipt sent to the timeline, but Events doesn't email the buyer from it.

The panel then lists the order's refunds, each with its reason, method and amount, and the Timeline, newest first: refunds, cancellation, receipts and invoices recorded, edits and notes. To add a note for your team, type in Add an internal note and press Enter, or choose the + beside it. Timeline entries can't be edited or removed.

To refund an order, open it from All Orders and choose Issue refund. In the Issue a refund dialog:

1. Optional: change Amount. It starts at everything still refundable. Enter less for a partial refund.
2. Pick a Method: Original payment (the default), Store credit or Manual / cash.
3. Pick a Reason: Duplicate, Requested by customer (the default), Event cancelled, Fraudulent or Other.
4. Optional: write a Note. It shows on the order's timeline.
5. Choose Refund, which shows the amount.

The amount has to be more than zero and no more than what's left to refund. You can refund an order in several parts until its whole total is refunded.

Issuing a refund records it: no money goes back to the buyer, whichever method you pick. Events doesn't refund the payment through Stripe and doesn't email the buyer, so returning the money and telling the buyer happen outside Events.

The refund adds to the order's refunded amount, sets its status to Partially refunded or Refunded, takes the amount off the event's revenue and adds Refund issued to the timeline. It also appears in Refunds & Cancellations and Transactions. A full refund puts the order's assigned seats and exhibitor booths back on sale; a partial one leaves them with the buyer. Other tickets stay counted as sold. Once the whole total is refunded, the order leaves the attendee's tickets in the members portal.

To cancel an order, open it and choose Cancel, or choose Cancel Order in its row's ⋯ menu in All Orders. Events asks you to confirm first, and a cancellation can't be undone.

Canceling sets the order's status to Cancelled, adds Order cancelled to its timeline and puts any assigned seats and exhibitor booths back on sale. Other tickets stay counted as sold. The order drops out of the attendee's tickets in the members portal, and the attendee can't request a refund for it.

A canceled order stays in All Orders (filter by Cancelled), but it leaves the Gross revenue and Orders figures and isn't listed in Billing & Receipts. The event's own revenue figure doesn't change.

Canceling doesn't refund anything, and once an order is canceled you can't issue a refund on it. If the buyer is owed money, issue the refund first, then cancel. Events doesn't email the buyer about the cancellation.

To correct an order after checkout, choose Edit Order in its row's ⋯ menu in All Orders. The order opens full screen, with four sections:

• Buyer: Name and Email. The members portal finds orders by email, so changing the email moves the order to whoever signs in with the new address.
• Tickets: Ticket (left empty, it saves as General Admission), Unit price, Quantity (at least 1) and Total. With Total mode on Auto, the total follows unit price × quantity; on Manual, it stays where you put it. It starts on Auto when the total already equals unit price × quantity.
• Payment: the Stripe Checkout Session and Payment intent references, to fix one that was recorded wrong. It also shows Refunded to date and when the order was canceled, which you can't change here.
• Notes: an Internal note for your team. Buyers never see it.

Nothing saves until you choose Save, and leaving without it drops your changes. Events checks that the email looks valid and adds Order edited to the timeline. The figures in Orders are added up from order totals, so they follow a changed total. View order opens the order's details, and All Orders at the top takes you back to the list.

Choose Orders → Refunds & Cancellations to see every refund issued from an order in the project, newest first, all on one page. Each row shows the buyer, the order reference and event, the reason and method, the status, the amount and the date. Click a refund to open its order's details.

The figures across the top are Refunds (with how many are Requested), Issued, Refunded (the total of Issued refunds) and Refund rate (that total as a share of all orders' totals). Search and filters don't change them. Filter by status, event and ticket, or search by buyer, email, event or order reference.

Every refund you issue is recorded as Issued. Each row's ⋯ menu has View order, then Mark requested, Mark approved, Mark denied and Mark issued (all but the current status), then Remove. Marking a refund changes only its label and the figures on this screen: the order keeps its refunded amount and status. Remove asks you to confirm, then takes the refund off this list and Transactions for good, while the order still counts it as refunded.

Canceled orders aren't listed here: filter All Orders by Cancelled instead. Refund requests that attendees send from the members portal arrive in Tickets → Refunds, not here.

Attendees request a refund for a paid order from the members portal, with an optional reason. Each request arrives in Tickets → Refunds, under Requests, with the attendee's name, the order total, their reason and the date. It doesn't appear in Orders, and Events doesn't email you or the attendee about it.

The members portal turns a request away when Allow refunds is off in Tickets → Refunds, when the order is canceled or fully refunded, or when the order already has a request that's Requested or Approved.

To act on a request:

1. Choose Orders → All Orders, search for the attendee's email and open the order.
2. Choose Issue refund and record the refund. Events doesn't send the money back for you.
3. In Tickets → Refunds, open Requests and choose Mark refunded in the request's ⋯ menu. To turn it down instead, choose Mark denied.

Marking a request changes only the request: it doesn't refund or change the order. The attendee sees its status on their order in the members portal: Refund requested, Refund approved, Refund denied or Refunded. For the attendee's side, see Members portal. For your refund policy, see Payments & policies.

Choose Orders → Transactions for one line per money movement Events has recorded: a Charge for every order and a Refund for every refund, newest first, 25 a page. Every order counts as a charge, including free and canceled ones.

The figures across the top are Gross charged, Refunded, Est. fees and Net (after refunds and fees). Est. fees is an estimate of 2.9% + $0.30 a charge, not what Stripe took: for that, check Processing fee in the order's details. Search and filters don't change the figures.

Method shows Original payment for a charge with a Stripe payment and Manual / cash for one without. A refund shows the method picked when it was issued. Filter by type (All transactions, Charges or Refunds), event and ticket, or search by buyer, ticket, event or order reference.

Click a line, or choose View transaction in its ⋯ menu, to see its details: the amount and method, the estimated fee and net for a charge, the order it belongs to, and a refund's status, reason and note. The details are read-only. Transactions lists what Events recorded, not what reached your bank.

Choose Orders → Billing & Receipts for one receipt line per order that isn't canceled, newest first, 25 a page. Each line shows the order reference, the buyer's name and email, the event, the status, the date and the amount. The figures across the top count the Receipts, the amount Billed and the unique Buyers by email.

Filter by status (All Statuses, Paid, Partially refunded or Refunded) and event, or search by buyer, email, event or order reference. Click a line to open the order's details.

Each line's ⋯ menu has View order, Resend receipt and Generate invoice. Resend receipt and Generate invoice only add Receipt sent or Invoice generated to the order's timeline: Events doesn't email a receipt or create an invoice document from this screen. For invoice profiles, see Payments & policies.

When a buyer disputes a payment with their bank, log it so your team can follow it. Choose Orders → Disputes & Chargebacks, then Log dispute. In the Log a dispute dialog:

• Order: required. Pick the disputed order from every order in the project.
• Amount: fills in with the order's total when you pick the order. Change it if less is disputed.
• Evidence due: optional, the date your evidence is due.
• Reason: optional, the reason the bank gave.

Choose Log dispute to add it. New disputes start as Needs response. A dispute's order, amount, date and reason can't be changed once it's logged.

Disputes here are your own record. Events doesn't receive disputes from Stripe and doesn't send evidence anywhere. Logging or resolving a dispute doesn't change the order, its status or any refund.

The figures across the top of Disputes & Chargebacks are Open (disputes not yet Won or Lost, with how many need a response), At stake (the amount of the open ones), Won and Total. Search and filters don't change them.

Each row shows the buyer, the order reference and event, the reason, the status, Evidence due and the amount, newest first, 25 a page. Filter by status (All disputes, Needs response, Under review, Won or Lost) and event, or search by buyer, event, order reference or reason.

Move a dispute along from its row's ⋯ menu: Mark needs response, Mark under review, Mark won or Mark lost. Each change saves straight away. Remove asks you to confirm first, and a removed dispute can't be restored.

The Issue refund button in an order's details is unavailable when the order is canceled, or when there's nothing left to refund because the order is fully refunded or its total is $0.

A canceled order can't be refunded from Events. When a buyer is owed money on an order you're about to cancel, issue the refund first, then cancel the order.

Attendees see a different reference for the same order. In the members portal, an order shows as GE- and eight characters; in Orders, it's ORD- and six. Both come from the same order ID, so the first six characters after GE- are the six after ORD-.

To find the order, type those six characters in the All Orders search, or search for the attendee's email.