Checkout and orders
Resend a buyer's tickets and fix their details
The most common message any box office gets is that the tickets never arrived. Usually the address has a typo, or the buyer bought on a work account and reads a personal one. Ticket Fairy lets you correct the ticket and send the same barcodes again, in under a minute, without touching the order or the money.
Send an order's tickets again, to the address the buyer actually reads, and correct the name or email on a ticket so the door and the inbox agree.
- For
- Answering a buyer whose tickets went missing
- Takes
- 5 minutes
Before you start
- You're the owner, an admin, a support login or a limited support login on the event. A Stats or promoter login is refused, even where the menu still offers the action.
- You have the order in front of you on the Orders page, found by the buyer's name, email address or order number.
- You know which address the buyer wants the tickets at. Ask them rather than guessing, because a resend goes to the address you type and nowhere else.
-
Find the order
Open your event, select Orders, then search for the buyer by name, email address or order number. A booking made under a second address is the usual reason a search on the one the buyer gave you finds nothing.
-
Correct the name or address on the ticket
Open the order, select Edit Ticket on the ticket that is wrong, correct the First name, Last name or Email address, then select Save. The barcode is unchanged, so a ticket already printed or saved to a phone still scans.
Note: Nothing is emailed to the buyer when you save this, which is why the resend in the next step is a separate action.
Event, Orders, order, ticket, Edit Ticket. -
Send the tickets again
Select Resend in the order's menu, check the Email Address, then select Resend. The same tickets go out again, and Successfully Sent tells you the email is on its way.
Note: The address is filled in from the order and you can change it for this one send. Changing it here does not change the order, so correct the ticket first if the buyer should keep the new address.
Warning: An order still paying off a payment plan gets its payment plan confirmation again, which lists the instalments and carries no barcode. Tell a buyer on a plan that their tickets arrive with the last instalment.
Event, Orders, order menu, Resend.
Or have it done for you
Fai, the assistant inside your dashboard, finds the order and reads what was sent and to which address. Sending the tickets again and correcting a name are yours to do on the page, because neither is something she can carry out.
In your dashboard, with Fai
Find the order for <BUYER EMAIL ADDRESS> on <EVENT NAME> and tell me which tickets it holds and what state each one is in
Resend from the order itself
Select Resend tickets inside the order for the same dialog and the same result. A phone shows the order rather than the row menu, so this is the way in when you are answering a buyer away from a desk.
Fai finds the order and reads it out to you. The resend is yours to do on the page.
In your dashboard, with Fai
Show me order <ORDER NUMBER> on <EVENT NAME> with the address it was sent to
Move a buyer to a different ticket type
Change Ticket Type in the same dialog when a buyer bought the wrong one. This one cancels the ticket and issues a replacement, so the old barcode stops working and the buyer needs the new ticket sending to them.
Note: On a timed entry event where we charge for a change of slot, the buyer receives a link and nothing moves until they follow it.
Fai reads the ticket afterwards so you can confirm which one is now live. Making the change is yours to do on the page.
In your dashboard, with Fai
For order <ORDER NUMBER> on <EVENT NAME>, list its tickets with the type and state of each
Questions you might have
- Does a resend make new tickets?
- No. The same barcodes go out again, so a buyer who finds the first email later can use either one and the door sees one ticket.
- I resent to a different address. Which one does the order have now?
- The one it always had. A resend delivers to the address you typed and leaves the order alone, so edit the ticket as well when the buyer should keep the new address.
- The buyer says it still has not arrived. What now?
- Read the address on the ticket back to them, letter by letter, and ask them to look in spam and in any other inbox that address forwards to. A work address that filters outside mail is the usual answer, and sending to a personal one settles it.
- Can Fai resend an order for me?
- Not yet. She finds the order and reads out its tickets, their state and the address on them, and the resend itself is yours to do on the page.
- Why can a Stats login see Resend but not use it?
- The action is refused for that login even where the menu still offers it, so nothing is sent. Ask an owner, an admin or a support login on the event to do it.
Related 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.