An order status indicates the current stage of a customer's ticket purchase or transaction; these statuses help to ensure orders do not enter an unintended state that might cause reporting and reconciliation issues at a later date or impact the fan’s ticketing experience.
You can see an order status by visiting the ‘Orders’ module.
Orders are available to view across 8 tabs:
All Orders: Displays all orders, regardless of status.
In Cart: Shows orders currently in users' carts.
Hold: Lists orders on hold with no payment processed.
Part Paid: Displays orders currently on a payment plan that have not been completed.
Completed: Shows fully paid orders.
Cancelled: Includes cancelled hold, payment plan and complimentary orders.
Expired: Displays orders that have expired.
Refunds: Lists fully or partially refunded orders.
Order Cancellation Rules
You can only cancel Hold Orders, Payment Plan Orders and Complimentary Orders.
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Hold Orders: When canceled, these shift to a "Cancelled" state. No payments are collected, and no tickets are issued.
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Payment Plan Orders: Canceled orders remain in a "Part Paid" state. This allows you to process refunds and re-release tickets for resale.
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Complimentary orders move to a ‘Cancelled’ state if all tickets are released since no payment was collected.
Complimentary Orders
If all tickets in a Complimentary Order are released, the order status changes to "Cancelled" since no payment was ever received.
Refunded Orders
Refunded orders maintain a "Completed" status but also display a derived status of 'Refunded or Partially Refunded' for clarity.
Please note that refunds will take up to 10 working days to be received.