# Resend a buyer's tickets and fix their details | Ticket Fairy Guides 1. [Ticket Fairy](https://www.ticketfairy.com/) 2. [Guides](https://www.ticketfairy.com/guides) 3. Resend a buyer's tickets and fix their details 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 - [Find the order](#step-1) - [Correct the name or address on the ticket](#step-2) - [Send the tickets again](#step-3) ## 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. 1. ## 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. 2. ## 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. ![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) Event, Orders, order, ticket, Edit Ticket. 3. ## 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. ![Ticket Fairy 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. ## 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 \ on \ 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 \ on \ 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 \ on \, 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 - [More ways to use Ticket Fairy](https://www.ticketfairy.com/event-ticketing/features) - [Refund an order on your event](https://www.ticketfairy.com/guides/refund-an-order) - [Send free tickets to your guest list](https://www.ticketfairy.com/guides/issue-guest-tickets) - [Approve orders before buyers receive tickets](https://www.ticketfairy.com/guides/approve-orders-before-buyers-receive-tickets) - [Let buyers refund their own tickets](https://www.ticketfairy.com/guides/let-buyers-refund-themselves) - [Run a waiting list for a sold-out event](https://www.ticketfairy.com/guides/run-a-waiting-list) - [Win back buyers who left checkout](https://www.ticketfairy.com/guides/recover-abandoned-carts) - [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) --- 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) ยท [Ticket Fairy for AI assistants](https://www.ticketfairy.com/llms.txt)