--- title: "Find and manage the orders for your event | Ticket Fairy Guides" description: "Find any ticket order on your event by buyer, email address or order number, see which tab each order sits in, open it to read the tickets, the buyer and where the sale came from, and leave a note your team can see." canonical: "https://www.ticketfairy.com/guides/find-and-manage-your-event-orders" --- 1. [Ticket Fairy](https://www.ticketfairy.com/) 2. [Guides](https://www.ticketfairy.com/guides) 3. Find and manage the orders for your event Checkout and orders # Find and manage the orders for your event Box office, support and promoter teams spend the run of a sale answering questions about one order at a time. The Orders page shows every order for your event in one place, sorted into tabs by what happened to each one. You can find the order a buyer is asking about in seconds and leave a note so the next person on your team knows what was agreed. Takes: 6 minutes [Watch the video: Find and manage the orders for your event](https://d3lcdr963b5ubl.cloudfront.net/uploads/guides/video/find-and-manage-your-event-orders/7e4e30b770598d9fc58e695553079b7c38b2607f1ecc4c61c51bad2e5061a8a7/85b3bfbe5f884b4d/guide.mp4) · [English](https://www.ticketfairy.com/resources/captions/guides/guide-find-and-manage-your-event-orders-85b3bfbe5f88.vtt) ***Watch how it's done** 5 min, with captions.* - [Open the Orders page](#step-1) - [Choose the tab for the orders you need](#step-2) - [Search for the order](#step-3) - [Open the order](#step-4) - [The details on an order](#step-5) - [Add a note to the order](#step-6) - [Check the note is on the order](#step-7) - [Send a buyer their tickets again](#step-8) - [Refund an order](#step-9) - [Clear the orders waiting on an ID check](#step-10) - [Win back buyers who left checkout](#step-11) ## Before you start - You're the owner or an admin on the event, or you have the **Stats**, **Customer Support** or **Limited Support** role on it. Someone with the **Limited Stats** role is sent back to the home page when they open **Orders**. - You can add notes with any of those roles. To edit or delete a note, you need to be the owner or an admin, or have the **Customer Support** or **Limited Support** role, and with the **Limited Support** role the table stays empty until you search. 1. ## Open the Orders page [Play from here](#guide-video) Open your event and select **Orders**. The page opens on **All Orders**, newest first, with a tab for each state your orders are in. **Note:** A tab appears only once the event has an order in that state, so a new event shows only All Orders and Abandoned Carts. ![The Orders page on All Orders, with Paid, Guest, Refunded, Canceled, Payment Plan and Abandoned Carts tabs above six orders](https://www.ticketfairy.com/embeds/posters/marketing-orders--all-orders.png) *Event, Orders, All Orders.* 2. ## Choose the tab for the orders you need [Play from here](#guide-video) Select the tab that matches what happened to the orders you are looking for. - **Paid**: Orders paid in full, including ones whose tickets the buyer has put up for resale. - **Guest**: Free guest orders your team issued. - **Sold**: Orders whose tickets another buyer bought through resale. - **Refunded**: Orders you or the buyer refunded. - **Pending**: Orders that are not paid yet. Where you approve orders before tickets are issued, this tab is **Needs Approval** with the number waiting. - **Payment Plan**: Orders the buyer is still paying off in installments. - **Canceled**: Orders that were canceled, with their tickets no longer valid. - **Abandoned Carts**: Buyers who entered their details at checkout and never paid. 3. ## Search for the order [Play from here](#guide-video) Select **Search**, then enter 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. **Note:** Search looks only in the tab you have open, so use **All Orders** when you are not sure what happened to the order. 4. ## Open the order [Play from here](#guide-video) Select the order's row, or **View** at the end of it. The order opens with its tickets on the left and the buyer's details, where the sale came from and **Order Notes** on the right. **Tip:** Use **Previous order** and **Next order** to move through the orders in your tab without closing this one. ![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) *Event, Orders, order.* ## The details on an order [Play from here](#guide-video) The buyer's side shows their phone number and location, the device and browser they bought on, and the traffic source and campaign tags recorded with the sale. A promotion name or discount code appears when the order used one, and the number beside the buyer's name is how many of your brand's events they have held tickets for, this one included. 5. ## Add a note to the order [Play from here](#guide-video) Under **Order Notes**, select **Add Note**, enter the text in **Note**, then select **Save**. The note appears under By and your name, newest first. **Note:** Notes are for your team. The buyer never sees them, and nothing is emailed when you add one. ![The Add Note dialog with an empty Note field, Save and Cancel](https://www.ticketfairy.com/embeds/posters/marketing-orders--add-order-note.png) *Event, Orders, order, Order Notes, Add Note.* 6. ## Check the note is on the order [Play from here](#guide-video) Close the order and look at its row. An order with a note has a mark beside its number, and you can hover over the mark to see the note. **Note:** On a phone, each order is a card without the mark, so open the order to read its notes. 7. ## Send a buyer their tickets again [Play from here](#guide-video) If a buyer says their tickets never arrived, select **Resend** in the order's menu. You can correct the name or email address on a ticket first. [Resend a buyer's tickets and fix their details](https://www.ticketfairy.com/guides/resend-tickets-and-fix-a-buyers-details) ![The Resend Confirmation dialog with the buyer's email address filled in](https://www.ticketfairy.com/embeds/posters/marketing-order-resend--resend-confirmation.png) *Event, Orders, order menu, Resend.* 8. ## Refund an order [Play from here](#guide-video) If you're the event owner and a buyer is owed their money back, select **Refund** in the order's menu and confirm it with the code Ticket Fairy emails you. [Refund an order on your event](https://www.ticketfairy.com/guides/refund-an-order) ![The 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) *Event, Orders, Refund Order.* 9. ## Clear the orders waiting on an ID check [Play from here](#guide-video) If you ask buyers to prove who they are, open the **Needs Verification** tab to send the check again, take the payment or release the hold. [Clear the ticket orders waiting on an ID check](https://www.ticketfairy.com/guides/verify-buyer-identity-at-checkout) ![The Orders page on the Needs Verification tab with two held orders and the row menu open](https://www.ticketfairy.com/embeds/posters/marketing-orders--needs-verification.png) *Event, Orders, Needs Verification.* 10. ## Win back buyers who left checkout [Play from here](#guide-video) Open the **Abandoned Carts** tab to see who entered their details and never paid, then email them from **Messaging**. [Win back buyers who left checkout](https://www.ticketfairy.com/guides/recover-abandoned-carts) ![The Abandoned Carts tab, with a row per buyer showing the name, email, when they left, the cart stage and the number of checkout attempts](https://www.ticketfairy.com/embeds/posters/marketing-orders--abandoned-carts.png) *Event, Orders, Abandoned Carts.* ## Or have it done for you Fai, your AI teammate, can check sales, update your event or change a ticket when you ask. Fai finds an order by the buyer's email address or the order number, reads it back to you with its notes, and adds a note once you approve the wording. She also finds disputed orders and explains their status, reason, amount and response deadline when recorded. Over MCP your own assistant can read pages of orders by status or dispute and open one, and the command line does the same. Neither MCP nor the command line reads or changes order notes. The read-only Sales and orders App at [Focused event organizer Apps](https://www.ticketfairy.com/mcp-server#focused-apps) provides the same paged reads and exact-order lookup in an interactive view. Choose your event, status and dispute filter; changing a filter starts on page one. Use the linked Orders page for full-text search and changes. ### In your dashboard, with Fai ``` Find the order for on , tell me its status, tickets and any notes on it, then add this note once I approve it: ``` ### From your own assistant, over MCP Connect your assistant to [our MCP server](https://www.ticketfairy.com/mcp-server) and ask it: Keep `--read-only` in your MCP configuration. This task only reads data, so your assistant does not need tools that make changes. ``` Pick the brand, find the event , list its paid orders and open order with its tickets and buyer ``` ## From your terminal Install the CLI from [our CLI page](https://www.ticketfairy.com/cli), sign in with `ticketfairy auth login`, and choose the brand you are working on with `ticketfairy brand use `. `ticketfairy brand list` and `ticketfairy event list` show the IDs the other commands use. Use the same login with the command line that you use in the dashboard. It lists an event's orders, filtered to one status if you want, and opens one order by its number. Notes and saved views are in the dashboard and Fai only. ### Lists the event's paid orders, newest first ``` ticketfairy order list --status paid ``` ### Read the second page of 100 paid orders ``` ticketfairy order list --status paid --page 2 --limit 100 --output json ``` ### Read one page of orders with an unresolved dispute ``` ticketfairy order list --disputed --page 1 --output json ``` ### Opens one order with its tickets and buyer, using the number from the Order column ``` ticketfairy order get ``` ## Find orders that started in an AI assistant [Play from here](#guide-video) 1. ### Choose the checkout source On **Orders**, choose **Checkout source**, then **AI checkouts**, or choose ACP, UCP, AP2, MPP or A2A to see orders recorded with that protocol. Choose **Other or unattributed** for the remaining orders, or **All orders** to remove the source selection while keeping your other filters. 2. ### Read the recorded checkout details Open an order with an **AI checkout** badge to read the **Assistant** and **Order placed**, either **By the assistant** or **In the browser**. Your referral and campaign details stay on the order too. 3. ### Read the protocol details Select **Protocol details** to read the recorded **Commerce protocol**, **Connection protocol** and **Payment authority**. Fai finds and counts recorded AI checkouts, filters them by protocol and reads their recorded source. She prepares a buyer file with the same source selection once you approve it. ### In your dashboard, with Fai ``` How many orders on came through AI assistants? Show the recorded protocols and prepare a buyer export of those orders once I approve it. ``` ## Find and read a disputed order [Play from here](#guide-video) 1. ### Find disputed orders Open **All Orders**, select the filter button beside **Export**, and choose **Disputes**, then **Disputed**, and select **Apply**. **Note:** Stripe and TF Pay orders use the same **Disputed** badge and tinted row. ![Event Orders with the Disputes filter and a Disputed badge on an order](https://www.ticketfairy.com/embeds/posters/marketing-orders--disputed-orders.png) *Event, Orders, Disputes.* 2. ### Read the dispute Open the order and read **Dispute** for its **Status**, **Reason**, **Amount disputed** and **Payment processor**. If the dates were recorded, **Opened** and **Respond by** show them in the event's timezone, which is named below the details. ![Order details with the Dispute section showing its status, reason, amount, processor and dates](https://www.ticketfairy.com/embeds/posters/marketing-orders--dispute-details.png) *Event, Orders, one order, Dispute.* Fai can find and count orders matching Disputed or Not disputed on your event, and read a dispute's recorded details. She does not submit evidence or accept the dispute. ### In your dashboard, with Fai ``` Find the disputed orders for , tell me how many there are, and show me the status, reason, amount and response deadline for order ``` ## Save a filtered view [Play from here](#guide-video) 1. ### Filter the orders Select the filter button beside **Export**, then narrow the orders by **Ticket Type**, **Add On**, **Promotion**, **Discount Code**, **Referral Link**, **Statuses**, **Customer Type**, **Payment Method** or **Disputes**, then select **Apply**. A filter appears when your orders have something to filter by. 2. ### Save the view Open **Select View**, choose **Save view**, enter a name, then select **Save**. **Save view** appears once you apply a filter, and the view keeps both the filters and the tab you had open. **Note:** A saved view belongs to your login on this event, so each person on your team keeps their own. Saved views are kept in the dashboard for your login, and Fai cannot save one. She can count an event's orders, one buyer's by email address, or the orders matching Disputed or Not disputed, but she cannot save a dashboard view. ### In your dashboard, with Fai ``` How many orders does have, and which of them are from ``` ## Edit or delete a note [Play from here](#guide-video) Under **Order Notes**, select the pencil beside a note to change its words in **Edit Note**, or the bin to delete it. **Warning:** The bin deletes the note straight away, and you can't get it back, so edit a note rather than deleting it when only the words are wrong. Fai reads an order's notes, then edits or deletes one after you approve the change. She asks before either, and you can't get a deleted note back. ### In your dashboard, with Fai ``` Show me the notes on order on , then change the one about to say: ``` ## Questions you might have **Does Other or unattributed mean a person bought every order?** No. It includes orders without a recorded AI source, including older orders whose original checkout details were not kept. Read the source details that are present; a wallet, browser or payment method does not establish who started an order. **Why can one order show UCP, A2A and AP2?** They describe different parts of the same checkout: UCP is its commerce protocol, A2A is its connection protocol and AP2 is its recorded payment authority. The order is counted once. Its payment and ticket status tell you whether the purchase succeeded. **Does an AI checkout keep its source when the buyer finishes in the browser?** Yes. An order from an assistant checkout that the buyer places in the browser keeps its AI source and shows **In the browser**. An assistant-placed order can still need the buyer to approve a bank authentication step later. A later ticket transfer keeps the original order history; its newly created order is not labeled as a new AI checkout. **Can I export the AI checkouts I selected?** Yes. Choose the source on Orders, then use **Export ticket buyers**. Both ticket buyer layouts keep that source selection and include the recorded assistant and protocol fields. One order can contain several tickets, so the buyer file can have more rows than the matching order count. Fai can prepare the same source-filtered file after you approve it. **Why does a won dispute no longer have a Disputed badge?** When a dispute is won or reversed, its recorded details stay on the order, but the order loses the warning badge and no longer appears under **Disputed**. If the same order has another unresolved or lost dispute, it stays marked as disputed. **How do I see orders without an unresolved or lost dispute?** Choose **Not disputed** under **Disputes**, then select **Apply**. This includes orders with no dispute and those whose disputes were won or reversed. **How do I see all orders again after filtering disputes?** Select the cross beside the applied **Disputes** filter below the filters. Other filters stay applied until you remove them too. **Why is a dispute amount or date missing?** The **Dispute** section shows the details recorded for that payment. An amount or date that was not recorded is left out. **Can I respond to a dispute from the Orders page?** The **Dispute** section only shows the recorded details; you can't submit evidence or accept a dispute there. With a Classic Stripe account, respond in your own Stripe dashboard. With Managed Stripe or TF Pay, reply to the dispute email for help responding or sending evidence before the **Respond by** date when one is shown. **Can I see which date or time slot each order is for?** Yes, on an event with time slots or several dates. The **Event date** column after **Date** shows the earliest slot on each order and how many other dates it covers. Select the column heading to sort by it: earliest first puts orders without a slot at the end. An event with a single date does not show the column, because every order is for the same date. On a phone, each order card shows the same event date. Fai can tell you an order's date and slot and list an event's orders by the date they are for. **Why can't I see the Orders page?** Your role on this event decides it. The owner, admins and people with the **Stats** role, the **Customer Support** role or the **Limited Support** role can open **Orders**; someone with the **Limited Stats** role is sent back to the home page. Ask the owner or an admin to change your role on the event. **Why is an order I'm looking for missing?** Search looks only in the tab you have open. Select **All Orders** and search again; if a buyer left checkout before paying, they are on **Abandoned Carts** rather than in the orders. **Can the buyer see the notes on their order?** No. Notes stay with your team on the Orders page and in Fai, and nothing about them reaches the buyer. **Who added a note?** Each note shows the name of the person who added it under **Order Notes**. The newest note is at the top. **Can I get a list of the orders in a tab?** Yes. Select **Export** on the same table to download the orders or tickets you're looking at. With an owner or admin role, select **Export ticket buyers** to prepare the ticket and add-on files. A marketing teammate downloads buyer files from Marketing Assets. See the guide to downloading your ticket buyers for preparation, returning to a file and asking Fai to prepare it. ## Still have a question? Book a demo and we will answer it on a call, on your kind of event. Or create your account and see it for yourself. [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) [Create a free account](https://manage.ticketfairy.com/welcome) No setup fees. No monthly fee. No credit card required. ## Related guides - [More ways to use Ticket Fairy](https://www.ticketfairy.com/features/orders-refunds-and-resale) - [Let buyers pay for tickets in installments](https://www.ticketfairy.com/guides/let-buyers-pay-for-tickets-in-instalments) - [Respond to a disputed ticket order](https://www.ticketfairy.com/guides/respond-to-a-disputed-ticket-order) - [Download your ticket buyers](https://www.ticketfairy.com/guides/download-your-ticket-buyers) - [Refund an order on your event](https://www.ticketfairy.com/guides/refund-an-order) - [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) - [How do you answer a ticket sales question no report covers?](https://www.ticketfairy.com/guides/answer-custom-ticket-sales-questions) - [Approve orders before buyers receive tickets](https://www.ticketfairy.com/guides/approve-orders-before-buyers-receive-tickets) - [Every Ticket Fairy guide](https://www.ticketfairy.com/guides) ## Do this on your own event Create your account, build your event and follow the steps in your own dashboard. You do not need to book a sales call. [Create a free account](https://manage.ticketfairy.com/welcome) [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) ## Sell tickets with Ticket Fairy Start free with unlimited events and no monthly fee, and choose a paid plan when you need more. - Set up your event in minutes - Free events are free - Fai, your AI teammate, is built in [Create a free account](https://manage.ticketfairy.com/welcome) No setup fees. No monthly fee. No credit card required. ## See it on a call Book a demo and we will show you how Ticket Fairy handles your kind of event. [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) [More ways to use Ticket Fairy](https://www.ticketfairy.com/features/orders-refunds-and-resale) ### Tips for selling more tickets Practical advice from working event organizers, and every new guide as it is published. We respect your privacy. Unsubscribe anytime. --- 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)