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

# Answer buyers quickly and keep resale at face value

Find a buyer's order in seconds, resend their tickets or refund them. A fan who cannot come sells their ticket at face value to your waiting list.

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

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

## Find the order a buyer is asking about in seconds

Each 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. You can also search 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. A ticket the buyer already downloaded to their phone, or saved as a screenshot, still scans at the door. If a buyer chose the wrong ticket type or you agreed an upgrade, move the whole order to another ticket type 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**: all the tickets 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 buyer gets the money back on the card they 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. Your activity log shows each refund and who confirmed it.

- **Order refunds**: confirmed with a code sent to your email
- **Buyer 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 use their ticket until the new buyer pays. Then the seller's ticket stops working and they get their money back. Keep any ticket type out of resale, and follow each 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. When a ticket comes back through resale, a refund or a cancelled payment plan, the next person in line gets an email offer. The email links straight to buy at the ticket's current price. If nobody takes up an offer, it 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 offered 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. When you confirm, Ticket Fairy emails your ticket holders. Later you can update the postponement, reveal the date or lift it. If an event cannot go ahead, cancel it and Ticket Fairy refunds the orders for you. Reminders and resale for that event stop.

- **Postpone an event**: with the new date shown or hidden
- **Refund choice**: everyone, earlier buyers only or nobody
- **Cancel an event**: all orders 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)

## 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](https://www.ticketfairy.com/features/orders-refunds-and-resale/find-and-fix-orders)

  Answer buyer questions fast. Find an order from one detail, resend tickets or correct a ticket holder, and change a ticket type, time slot or seat. Keep notes for your team on each order.
- ### [Refunds & cancellations](https://www.ticketfairy.com/features/orders-refunds-and-resale/refunds-and-cancellations)

  Refund an order with a code emailed to you, or let buyers refund their own tickets. Postpone or cancel an event with your ticket holders emailed and refunds taken care of.
- ### [Resale & waiting lists](https://www.ticketfairy.com/features/orders-refunds-and-resale/resale-transfers-and-waiting-lists)

  Fans resell tickets and add-ons at face value or gift them to friends. Returned tickets go to your waiting list, and each new holder gets their own barcode.
- ### [Support inbox](https://www.ticketfairy.com/features/orders-refunds-and-resale/shared-buyer-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 when you need it.

## Look after your buyers and their tickets

- ### Orders by status

  See each 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 on tickets and add-ons at the ticket's own price. The old ticket is cancelled once the new buyer pays.
- ### Waiting lists

  Offer each 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. Ticket holders get the right email, and Ticket Fairy refunds cancelled orders for you.
- ### Abandoned carts

  See who left checkout without paying and email them to come 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

  Answer buyers' chat, email, text, Instagram and Messenger messages from one team inbox. Leave notes only your team reads, and ask Ticket Fairy support for help in 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.

## Learn to refund, resend and resell tickets

- [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 can. 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. Ticket Fairy support takes care of other partial refunds for you.

#### 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 you cannot turn them 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 a fan 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. Unless you set a cap, each 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

- ### [Lose fewer sales and know who is coming](https://www.ticketfairy.com/features/checkout)

  Win back buyers who left checkout, collect the answers your door team needs, and approve orders and check ID before tickets go out.
- ### [Get people in fast and sell to walk-ups](https://www.ticketfairy.com/features/check-in-and-box-office)

  Your door team scans tickets on their own phones and fastens the right wristband on each guest. Walk-ups buy at the door, and you see who has arrived as the night goes on.
- ### [Get your ticket money when you want it](https://www.ticketfairy.com/features/payments-and-payouts)

  Get paid daily as buyers pay, or after the event if you prefer. Choose who pays the booking fee, offer payment plans and know when each event pays out.
- ### [Tell ticket holders what they need before they ask](https://www.ticketfairy.com/features/emails-to-buyers)

  Email the ticket holders who need to know, add your own words to each confirmation email and reveal your venue when you are ready.

      [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.

## Start Selling Tickets Online

Sign up without a credit card and build a test event before you commit. Go on sale in minutes when you are ready.

    No monthly subscription required for ticketing    Start selling tickets immediately    Ticketing tools included in the service fee   [Get Started](https://manage.ticketfairy.com/welcome)

No credit card required

---

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)