---
title: "Event Order Management: Find, Fix and Resend Tickets"
description: "Find any order by name, email, phone or order number, resend lost tickets, correct a ticket holder and move buyers to another ticket type or seat."
canonical: "https://www.ticketfairy.com/features/orders-refunds-and-resale/find-and-fix-orders"
---

# Event Order Management: Find, Fix and Resend Tickets

1. [Features](https://www.ticketfairy.com/features)
2. [Orders, refunds & resale](https://www.ticketfairy.com/features/orders-refunds-and-resale)
3. Find & fix orders

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

Most buyer emails ask for one of a few things: where are my tickets, can you change the name, can I move to VIP, can my group sit together. Find the order by whatever the buyer tells you, see every ticket and where the sale came from, then fix it from the same order. Resend the tickets, correct a ticket holder, move the order to another ticket type or seat, and leave a note so the next person on your team knows what you agreed. The buyer keeps their order, and in most cases their barcodes too, so the tickets on their phone still scan at the door.

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

- Any order found from one detail the buyer gives you
- Lost tickets back with the buyer in minutes
- Upgrades and seat moves without a new order

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

## 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](https://www.ticketfairy.com/event-ticketing/event-payment-plans) 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](https://www.ticketfairy.com/guides/find-and-manage-your-event-orders)

   ![Ticket Fairy Orders table with the search box, status filters, export controls and a list of order rows](https://www.ticketfairy.com/embeds/posters/marketing-orders--filters-and-export.png)

## 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](https://www.ticketfairy.com/event-ticketing/event-promo-codes) 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

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

## 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](https://www.ticketfairy.com/guides/resend-tickets-and-fix-a-buyers-details)

   ![Ticket Fairy Resend Confirmation dialog with the buyer's email address filled in and the Resend button](https://www.ticketfairy.com/embeds/posters/marketing-order-resend--resend-confirmation.png)

## 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](https://www.ticketfairy.com/event-ticketing/merchandise-integration-ticketing) 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

    ![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)

## 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](https://www.ticketfairy.com/guides/move-a-buyer-to-a-different-ticket-type-or-seat)

   ![Ticket Fairy Change Ticket Type dialog with the Ticket Type list on Stalls, the Override stock switch and a note on the one ticket that cannot change](https://www.ticketfairy.com/embeds/posters/marketing-order-change--change-ticket-type.png)

## 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](https://www.ticketfairy.com/features/seating-and-timed-entry)

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

## 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

    ![Ticket Fairy Add Note dialog with an empty Note field, Save and Cancel](https://www.ticketfairy.com/embeds/posters/marketing-orders--add-order-note.png)

## 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](https://www.ticketfairy.com/features/fai)

## How Organisers Fix Orders

- ### A Club Night on a Friday

  A buyer messages an hour before doors saying their tickets never arrived. The promoter searches by phone number, sees the order used a work email, and resends to the buyer's personal address. The buyer is in the queue with their ticket on their phone before the first act.
- ### A Weekend Festival

  A group of friends wants to upgrade from general admission to VIP after the line-up drops. The box office agrees a price, moves the whole order with Change Ticket Type and notes what was paid. The friends keep the tickets already in their wallets.
- ### A Theatre Run

  Two couples booked separately and want to sit together. Front of house moves one order's seats next to the other with Change Seat and releases the old pair for sale. Both couples arrive to seats side by side.
- ### A Conference

  A company sends a different colleague in place of a registered delegate. The events team corrects the name and email address with Edit Ticket and resends, so the badge prints with the right name at registration.
- ### A Timed Entry Attraction

  A family running late asks to move from the morning slot to the afternoon. Staff move the order with Change Time Slot and leave a note, so whoever answers next sees the change was agreed.

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## See It in Your Dashboard

- ![Ticket Fairy Customer Details window with the buyer's contact details and social links beside the list of that buyer's orders](https://www.ticketfairy.com/embeds/posters/marketing-customers--customer-details-window.png) Open View customer to see every order a buyer has placed with your brand.

## Set It Up 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)

## Questions About Finding and Fixing Orders

### Find & fix orders

#### Who on my team can open the Orders page?

The owner, admins, Stats logins and both support logins on the event. A Limited Stats login cannot open Orders. With a limited support login, the table stays empty until you search for an order.

#### Why can I not find an order I am looking for?

Search looks only in the tab you have open. Search on All Orders to look across every tab. A buyer who left checkout before paying is on the Abandoned Carts tab, and a buyer who finds nothing under one email address has usually booked under a second one.

#### Does a resend make new tickets?

No. The same barcodes go out again, so a buyer can use either email and your door team sees one ticket. A resend to a different address leaves the order as it is, so edit the ticket as well when the buyer should keep the new address.

#### Who can resend tickets, edit a ticket holder or change ticket types?

You need to be the owner, an admin or on a support login on the event. A Stats or promoter login cannot resend, even where the menu shows the action. To change seats you need to be the owner or an admin, on an event that sells reserved seats from its seat map.

#### Is the buyer emailed when I edit a ticket or change a ticket type or seat?

No. Saving a name, email, ticket type or seat change sends nothing, so tell the buyer yourself or resend their tickets so they have an up-to-date copy.

#### Does the buyer pay the difference when I move them to a dearer ticket type?

No. Moving tickets charges nothing and refunds nothing, and the order keeps the total the buyer paid. Agree any difference with the buyer before you move them. On a timed entry event where a change of slot is charged, the buyer receives a link, and the change happens once they follow it.

#### Which tickets cannot move to another ticket type?

Tickets already checked in, cancelled, refunded or up for resale keep their ticket type. A ticket part way through a resale can move once that resale completes. On an event linked to a performance on another ticketing system, Change Ticket Type is greyed out, so move each ticket on its own with Edit Ticket.

#### Can the buyer see the notes on their order?

No. Notes stay with your team on the Orders page and in Fai, and nothing is emailed when you add one. Anyone who can open Orders can add a note. You need to be the owner, an admin or on a support login to edit or delete one, and a deleted note cannot be brought back.

#### Does everyone on my team share the same saved views?

No. A saved view belongs to your login on the event, so each person keeps their own. Export downloads the orders or tickets you have in front of you, and you need an owner or admin login for the ticket and add-on files.

#### Can every buyer get their confirmation again after I change the event details?

Yes. Ticket Fairy support can send the order confirmation again to every buyer holding a valid ticket for your event, and refunded or cancelled orders are left out. Tell support what changed, and they see how many buyers it reaches before anything goes out.

## Explore More of Ticket Fairy

- [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. Orders, refunds & resale](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. Orders, refunds & resale](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. Orders, refunds & resale](https://www.ticketfairy.com/features/orders-refunds-and-resale/shared-buyer-support-inbox)

       [Back to **Orders, refunds & resale**](https://www.ticketfairy.com/features/orders-refunds-and-resale) [Next **Refunds & cancellations**](https://www.ticketfairy.com/features/orders-refunds-and-resale/refunds-and-cancellations)

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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)