Find the Order, Fix the Problem and Get Buyers Back to Their Day

Find Any Order From One Detail the Buyer Gives You

A buyer rarely knows their order number. Search by their name, email address, phone number or order number, and the Orders page narrows to the order you need. Search also finds orders by ticket type, promotion or the words in your team's notes, so "the man who called about the wheelchair space" is one search away when a teammate noted it.

Every order sits in a tab for what happened to it: Paid, Guest, Sold, Refunded, Pending, Payment Plan or Cancelled, with Abandoned Carts for buyers who entered their details and never paid. You see an order's state before you open it, which tells you straight away whether a buyer who says they paid is on a payment plan, was refunded, or left checkout before paying.

When you work through a queue of questions, move to the previous or next order without closing the one you have open. Where you approve orders before tickets go out, the Pending tab becomes Needs Approval with the number waiting, and where you check buyer identity, the Needs Verification tab holds the orders waiting on that check.

• Order search: name, email, phone, order number, ticket type, promotion or note
• Tabs by order state: Paid, Guest, Sold, Refunded, Payment Plan, Cancelled and more
• Previous and next order: move through a tab without closing the order

• Find and manage the orders for your event

See the Buyer, Their Tickets and Where the Sale Came From

Each order shows every ticket with its ticket type, holder and seat beside the buyer's phone number and location. You also see the device and browser they bought on, the traffic source and campaign tags of the sale, the promoter or referrer who brought it in, and any promotion or discount code they used. When a ticket came through resale or as a gift, the order shows who it came from and who it went to, with a link to the other order.

A number beside the buyer's name shows how many of your brand's events they have held tickets for, so you know when you are talking to a regular. Their Customer Details hold their contact details and every order they have placed with your brand, one step away from the order.

When the buyer used a different email address for this order than the one on their account, the order tells you, which explains most "I never got anything" emails before you reply. Buyers sign in to that account with a password, a code sent to their email, a passkey, or their Facebook or Google account, and a buyer who protects it with two-step sign-in enters their code before it opens. There they download a tax invoice for each order, update their billing and shipping details themselves, and open My Passes to see the credits left on a multi-event pass and book the next event with it.

• Tickets and holders: each ticket with its ticket type, holder and seat
• Device and source: how and where the buyer found you
• Gift and resale trail: who a ticket came from and who it went to
• Events attended: how many of your events this buyer has held tickets for

Send Missing Tickets Again in a Few Clicks

Tickets go missing when a buyer mistypes their email address or reads a different inbox. Resend sends the same tickets again in seconds. Ticket Fairy fills in the address from the order, and you can change it for this one send when the buyer asks for their tickets at another inbox. The same barcodes go out again, so a buyer who finds the first email later can use either copy.

Resend works from the order itself as well as from the Orders table, so you can answer a buyer from your phone as easily as from your desk. Buyers also find every order and ticket they have bought from you under My Orders in their own account, ready to download as a PDF, add to their phone's wallet or open at the door, so a lost email does not keep anybody out.

A buyer still paying off a payment plan receives the payment plan confirmation again, with their instalments listed. Their tickets arrive with the last instalment, so nobody can use a ticket that is not paid in full. After you correct your event's details, Ticket Fairy support can send every buyer holding a valid ticket their order confirmation again, and refunded or cancelled orders are left out.

• Resend: from the order's menu or inside the order
• Any address: send to the inbox the buyer asks for
• Same barcodes: either copy of the email works at the door

• Resend a buyer's tickets and fix their details

Correct a Ticket Holder's Name or Email Address

When a friend is going in place of the buyer, or the email address has a typo, Edit Ticket corrects the first name, last name or email address on that ticket alone. The barcode stays the same, so a ticket already printed or saved to a phone still scans, and your door team sees the right name on it. Resend the tickets and the buyer has a corrected copy straight away.

Each ticket also has its own menu for the jobs that come up at a festival or a club night: Issue Add-on puts an extra, such as a parking pass you promised, on a valid ticket, and the download button beside the ticket gives you its PDF to forward or print.

• Edit Ticket: first name, last name and email address
• Same barcode: a saved or printed ticket still scans
• Issue Add-on: put an agreed extra on a valid ticket

Upgrade a Whole Order or Move One Ticket

A buyer picked the wrong day, or you agreed an upgrade to VIP. Change Ticket Type moves the whole order in one go: every valid ticket on the order moves together and keeps its barcode, so the tickets the buyer already has still scan.

The dialog tells you before you save how many tickets will stay as they are because they are checked in, cancelled, refunded or up for resale. When the ticket type you are moving to has sold out, Override stock lets you complete an upgrade you have already promised. A ticket type you have turned off cannot be chosen, so nobody lands on a ticket you stopped selling.

When only one person in a group is moving, change the ticket type in Edit Ticket on that ticket alone. That ticket holder gets a replacement ticket with a new barcode and the rest of the order stays as it is, so resend the tickets afterwards. On an event with time slots, Change Time Slot moves the order to another date and time as well as a ticket type, so a visitor who cannot make the morning gets the afternoon without booking again.

• Change Ticket Type: every valid ticket on the order in one go
• Override stock: move a buyer into a sold-out ticket type
• Change Time Slot: a new date and time for the whole order

• Move a buyer to a different ticket type or seat

Seat Groups Together After They Buy

On a seated event, Change Seat gives a ticket holder any free seat on your seat map. The ticket keeps its barcode and shows its new seat, and you choose whether the old seat goes back on sale for another buyer. A ticket with no seat yet can be given one with Assign Seat.

Use it when a group bought in two orders and wants to sit together, when a buyer needs an aisle or an accessible seat, or when a seat has to come out of sale on the night.

• Change Seat: pick any free seat on your seat map
• Assign Seat: seat a ticket that has none yet
• Old seat released: back on sale when you choose

• Fill Every Entry Time and Every Seat Without Overcrowding

Keep Your Team in Step With Order Notes and Saved Views

Add a note to an order when you agree an upgrade, promise a refund or take a call from the buyer. Each note shows who added it, newest first, and an order with a note carries a mark in the table, so a teammate sees there is history before they reply. Notes stay with your team, and the buyer never sees them.

Filter the orders by ticket type, add-on, promotion, discount code, referral link, status, customer type or payment method. Save the filters and the tab you have open as a named view, and come back to it whenever you need it, such as "VIP orders with notes" for your hospitality team. Export the orders or tickets in front of you when you need them in a spreadsheet.

• Order Notes: for your team only, with who added each one
• Order filters: ticket type, add-on, promotion, payment method and more
• Saved views: your filters and tab, kept for your login
• Export: the orders or tickets you have in front of you

Ask Fai to Find an Order and Note What You Agreed

Give Fai, the assistant inside your dashboard, a buyer's email address or an order number. She finds the order and tells you which tickets it holds, the state each one is in, the address on each ticket and the notes your team left, so you know what to fix before you reply. Ask her to add, change or delete a note in your words, and she shows you the wording and waits for your approval.

• Ask in a sentence: find an order by email address or order number
• Each ticket's state: valid, checked in, refunded or on resale
• You approve each note: Fai changes nothing until you say so

• Get Your Ticketing Work Done by Asking Fai