---
title: "Event Orders, Refunds, Face-Value Resale and Waiting Lists"
description: "Find any order in seconds, refund buyers or let them refund themselves, keep resale at face value, offer returns to your waiting list and postpone or cancel."
canonical: "https://www.ticketfairy.com/features/orders-refunds-and-resale"
---

# Event Orders, Refunds, Face-Value Resale and Waiting Lists

1. [Features](https://www.ticketfairy.com/features)
2. Sell tickets
3. Orders, refunds & resale

# Answer Every Buyer Quickly and Keep Your Tickets With Real Fans

Find the order a buyer is asking about in seconds, fix their details and send their tickets again. Refund an order yourself or let buyers refund their own tickets. A fan who cannot come passes their ticket on at face value, the next person on your [waiting list](https://www.ticketfairy.com/event-ticketing/event-waiting-list) gets the chance to buy it, and when your plans change you can postpone or cancel the event and tell every ticket holder.

  [Get started free](https://manage.ticketfairy.com/registration) [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo)

- Buyer questions answered in seconds
- Refunds without a support ticket
- Returned tickets sold at face value to real fans

   ![Ticket Fairy Orders page on All Orders, with Paid, Guest, Refunded, Cancelled, Payment Plan and Abandoned Carts tabs](https://www.ticketfairy.com/embeds/posters/marketing-orders--all-orders.png)

## Find the Order a Buyer Is Asking About in Seconds

Every order on your event sits in a tab for what happened to it, such as Paid, Guest, Refunded or [Payment Plan](https://www.ticketfairy.com/event-ticketing/event-payment-plans). Search by the buyer's name, email address, phone number or order number, or by ticket type, promotion or the words in your team's notes. Open an order to see its tickets, the buyer's contact details, the device they bought on and where the sale came from. Leave a note for your team, and save a filtered view to come back to.

- **Order search**: by buyer, order number, ticket type, promotion or note
- **Order notes**: for your team only, with who added each one
- **Saved views**: your filters and tab, kept for your login

   ![Ticket Fairy order window with two valid VIP Weekend tickets and the buyer's phone, location and device](https://www.ticketfairy.com/embeds/posters/marketing-orders--order-details.png)

## Fix a Buyer's Tickets Without a New Order

When tickets never arrived, correct the name or email address on the ticket and send the same tickets again, so a ticket already saved to a phone still scans. Move a whole order to another ticket type when a buyer chose the wrong one or you agreed an upgrade, and the buyer keeps their barcodes. On a seated event, give a ticket holder a different seat and the old seat goes back on sale.

- **Resend tickets**: to the address the buyer gives you
- **Name and email changes**: the barcode stays the same
- **Change ticket type**: every ticket on the order in one go
- **Change seat**: pick a free seat on your seat map

   ![Ticket Fairy order window with three Stalls tickets, their seats and Change Ticket Type above them](https://www.ticketfairy.com/embeds/posters/marketing-order-change--order-tickets.png)

## Refund Buyers Without Waiting on Support

Refund an order from the Orders page and confirm it with a code Ticket Fairy emails you. The money goes back to the card the buyer paid with, their barcodes stop working and the tickets go back on sale or to your waiting list. Turn on self-refunds and buyers refund their own tickets from their order page. Every refund appears in your activity log with who confirmed it.

- **Order refunds**: confirmed with a code sent to your email
- **Self-refunds**: buyers refund their own tickets from their order page
- **Refund history**: the Refunded tab and your activity log

   ![Ticket Fairy Refund Order dialog stating the amount and order number, with the Get authorization code button](https://www.ticketfairy.com/embeds/posters/marketing-order-refund--refund-order.png)

## Keep Resale at Face Value and Inside Your Event

A fan who cannot come sells their ticket through Ticket Fairy, to the next person on your waiting list or to a friend they name. The new buyer pays the ticket type's own price, so nobody can mark a ticket up. The seller can still use their ticket until the new buyer pays, then it stops and the seller gets their money back. Keep any ticket type out of resale, and follow every resale ticket on the Ticket Resale report.

- **Face-value resale**: to your waiting list or to a friend the buyer names
- **Ticket types kept out**: withhold any ticket type from resale
- **Ticket Resale report**: for sale, in progress and sold, ticket by ticket

   ![Ticket Fairy Ticket Resale report with General Admission opened to show tickets sold and in progress](https://www.ticketfairy.com/embeds/posters/marketing-resale--report.png)

## Offer Returned Tickets to the Fans Who Missed Out

When a ticket type sells out, fans join your waiting list from your event page. Every ticket that comes back through resale, a refund or a cancelled payment plan is offered to the next person in line by email, with a link to buy at the ticket's current price. An offer nobody takes up passes to the next person. See who is waiting and when each offer expires, and email the list when you release more tickets.

- **Waiting list**: for sold-out ticket types and add-ons
- **Offers in turn**: each returned ticket to the next person waiting
- **Waiting List report**: who is waiting, offered, bought or dropped out

   ![Ticket Fairy Waiting List report with each person, their ticket type, quantity requested and status](https://www.ticketfairy.com/embeds/posters/marketing-waiting-list--report.png)

## Tell Ticket Holders When Your Plans Change

Postpone an event before the new date is confirmed, keep the date hidden until you are ready and choose who can ask for a refund. Ticket Fairy emails ticket holders when you confirm, and you can update the postponement, reveal the date or lift it later. When an event cannot go ahead, cancel it and Ticket Fairy refunds the orders for you, while reminders and resale for that event stop.

- **Postpone**: with the new date shown or hidden
- **Refund choice**: everyone, earlier buyers only or nobody
- **Cancel**: every order refunded for you

   ![Ticket Fairy Postpone Event dialog with date visibility, new event dates, the postponement banner date and refund choices](https://www.ticketfairy.com/embeds/posters/marketing-event-status-actions--postpone-event.png)      [Get Started for Free](https://manage.ticketfairy.com/registration) [Book Demo Call](https://www.ticketfairy.com/event-ticketing/book-a-demo)       **Get this page as a PDF** Read it later or share it with your team. We email you a link to the PDF.           What to put in your PDF          Enter your email

We will email you this deck. We may also email you now and then about Ticket Fairy features that can help your events. You can unsubscribe at any time with one click.

## Go Deeper Into Orders, refunds & resale

See each job done in your dashboard, with step-by-step guides and answers to your questions.

- [Find & fix orders Find any order by buyer, email, phone or order number, resend tickets, correct a ticket holder, change ticket type, time slot or seat, and keep team notes. See how it works](https://www.ticketfairy.com/features/orders-refunds-and-resale/find-and-fix-orders)
- [Refunds & cancellations Refund an order with a code emailed to you, let buyers refund their own tickets, and postpone or cancel an event with ticket holders emailed and refunds handled. See how it works](https://www.ticketfairy.com/features/orders-refunds-and-resale/refunds-and-cancellations)
- [Resale & waiting lists Fans resell tickets and add-ons at face value or gift them to friends, waiting lists take every returned ticket, and each new holder gets their own barcode. See how it works](https://www.ticketfairy.com/features/orders-refunds-and-resale/resale-transfers-and-waiting-lists)
- [Support inbox Answer buyers' chat, email, text and social messages as a team from the Support Inbox, with private notes, a status on each conversation and Ticket Fairy help. See how it works](https://www.ticketfairy.com/features/orders-refunds-and-resale/shared-buyer-support-inbox)

## Look After Every Order From Sale to Show

- ### Orders by status

  See every order in a tab for what happened to it, from Paid and Guest to Refunded and Payment Plan.
- ### Order search and filters

  Find an order by buyer, number, ticket type, promotion or note, and save the filters you use most.
- ### Order notes

  Leave a note your team sees and the buyer never does.
- ### Order exports

  Download the orders or tickets in front of you.
- ### Resend and fix details

  Correct a ticket holder's name or email and send the same tickets again.
- ### Change ticket type or seat

  Move a buyer to another ticket type or a different seat without a new order.
- ### Refunds

  Refund an order to the buyer's card, confirmed with a code sent to your email.
- ### Self-refunds

  Let buyers refund their own tickets from their order page.
- ### Face-value resale

  Let buyers pass tickets and add-ons on at the ticket's own price, with the old ticket cancelled once the new buyer pays.
- ### Waiting lists

  Offer every returned ticket to the next fan in line, for ticket types and add-ons.
- ### Postpone or cancel

  Change the date or call off an event, with the right email to ticket holders and refunds handled.
- ### Abandoned carts

  See who left checkout without paying and email them back.

  [Learn more](https://www.ticketfairy.com/features/checkout)
- ### Email your buyers

  Tell ticket holders what changed in your own words.

  [Learn more](https://www.ticketfairy.com/features/emails-to-buyers)
- ### Support Inbox

  See buyers' chat, email, text, Instagram and Messenger messages as one team inbox, reply, leave notes only your team reads and ask Ticket Fairy support for help from the same conversation.

## See It in Your Dashboard

- ![Ticket Fairy refund confirmation dialog with the six-character code field and the Confirm Refund button](https://www.ticketfairy.com/embeds/posters/marketing-order-refund--refund-code.png) Confirm each refund with a code sent to your email, so only your team can send money back.
- ![Ticket Fairy Edit Ticket dialog with the holder's name, email address, ticket type and status](https://www.ticketfairy.com/embeds/posters/marketing-order-resend--edit-ticket.png) Correct a ticket holder's name or email address and the barcode stays the same.
- ![Ticket Fairy switch that lets buyers refund their own tickets from their order page](https://www.ticketfairy.com/embeds/posters/marketing-self-refunds--allow-customer-refunds.png) Let buyers refund their own tickets from their order page, with nothing for your team to do.
- ![Ticket Fairy Cancel Event confirmation before an event is cancelled](https://www.ticketfairy.com/embeds/posters/marketing-event-status-actions--cancel-event.png) Cancel an event that cannot go ahead and Ticket Fairy refunds every order for you.

## Manage Orders, Refunds and Resale Step by Step

- [Find and manage the orders for your event](https://www.ticketfairy.com/guides/find-and-manage-your-event-orders)
- [Resend a buyer's tickets and fix their details](https://www.ticketfairy.com/guides/resend-tickets-and-fix-a-buyers-details)
- [Move a buyer to a different ticket type or seat](https://www.ticketfairy.com/guides/move-a-buyer-to-a-different-ticket-type-or-seat)
- [Refund an order on your event](https://www.ticketfairy.com/guides/refund-an-order)
- [Let buyers refund their own tickets](https://www.ticketfairy.com/guides/let-buyers-refund-themselves)
- [Let buyers resell their tickets at face value](https://www.ticketfairy.com/guides/let-buyers-resell-their-tickets-at-face-value)
- [Run a waiting list for a sold-out event](https://www.ticketfairy.com/guides/run-a-waiting-list)
- [Change the date or call off an event](https://www.ticketfairy.com/guides/change-or-call-off-an-event)
- [Postpone or reschedule an event](https://www.ticketfairy.com/guides/postpone-or-reschedule-an-event)
- [Cancel an event](https://www.ticketfairy.com/guides/cancel-an-event)

## Questions About Orders, refunds & resale

### Orders, refunds & resale

#### Who can refund an order from the dashboard?

The event owner. The order must be paid by card through your own connected payment processing account, with every ticket still valid, and the event's funds not yet paid out. Ticket Fairy support refunds anything else for you.

#### Can I refund one ticket or part of an order?

Not from the Orders page, which refunds the whole order's face value. A buyer can refund one of their own tickets when self-refunds are on, and Ticket Fairy support handles other partial refunds.

#### Does a refund include the booking fee?

No. A refund returns the face value and the booking fee stays charged, unless you have agreed other terms with Ticket Fairy. The refund code lasts thirty minutes and allows five attempts.

#### When can I turn on self-refunds?

While Ticket Fairy still holds the event's ticket money. Once the money is released to you, self-refunds switch off and cannot be turned on again. Buyers refund their tickets on the terms you agree with Ticket Fairy, including the amount they get back.

#### Is there a fee for resale?

The seller pays a resale fee of 10% of what they paid for the ticket, not counting the booking fee. For currencies other than US, Australian or New Zealand dollars, pounds sterling and euros, it is capped at the equivalent of US$20. Events in India carry no resale fee, and Ticket Fairy can set a different fee for your event.

#### Which tickets cannot be resold?

Free and guest tickets, gifts, tickets from a pass or a membership, tickets still being paid off in instalments, ticket types you withhold from resale and tickets already scanned in.

#### How long does someone on the waiting list have to buy?

Thirty-six hours when the event is more than two weeks away, shortening to eight hours on the last day. Ticket Fairy can set one fixed window for your event instead. Without a cap you set, one person can ask for up to ten tickets.

#### Can I undo a cancellation or change the date again?

You can update or lift a postponement yourself. Only Ticket Fairy support can reinstate a cancelled event, and refunds already paid stay paid. Neither change is available after the event has ended or its funds have been paid out.

## Explore More of Ticket Fairy

- [Get the Details You Need From Every Buyer and Lose Fewer Sales Ask buyers the questions your team needs, approve orders before tickets are issued, check buyer ID and win back buyers who left checkout. Checkout](https://www.ticketfairy.com/features/checkout)
- [Get Your Crowd Through the Door Quickly and Sell to Walk-Ups Your door team scans tickets on their own phones, every ticket type gets its own entry rules and wristband, walk-ups buy at the door and you see who has arrived. Check-in & box office](https://www.ticketfairy.com/features/check-in-and-box-office)
- [Get Paid for Every Ticket, on the Terms You Choose Take card payments through Ticket Fairy or your own payment processing account, choose who pays the booking fee, offer payment plans and know when each event pays out. Payments & payouts](https://www.ticketfairy.com/features/payments-and-payouts)
- [Tell Your Ticket Holders Everything They Need to Know Email the ticket holders who need to know, add your own words to every confirmation email and reveal your venue when you are ready. Emails to buyers](https://www.ticketfairy.com/features/emails-to-buyers)

      [Previous **Checkout**](https://www.ticketfairy.com/features/checkout) [Next **Guest lists & comps**](https://www.ticketfairy.com/features/guest-lists-and-comps)

Ticket Fairy in full: [event ticketing system](https://www.ticketfairy.com/event-ticketing/), with the features, pricing and support behind this page.

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---

This page is on Ticket Fairy, a ticketing, marketing and operations platform for live events and the venues that host them: festivals, club nights, concerts, conferences and tours, and night clubs, beach clubs and concert venues. It grows revenue with fan rewards that turn an audience into a sales channel, and runs the money side with payments and payouts, Vault business banking, and working capital advanced against ticket sales. [How Ticket Fairy ticketing works](https://www.ticketfairy.com/event-ticketing) · [Ticket Fairy for AI assistants](https://www.ticketfairy.com/llms.txt)