Ticketing – Orders (Order Actions)

Overview

This screen appears after selecting a specific order in Ticketing → Orders.

From the order detail view, you can perform key order actions using the ⋯ (three dots) menu in the top-right.

These actions are used for customer service and backoffice operations, such as:

• Resending tickets

• Managing personalisation

• Refunding an order

• Cancelling an order

Step 1 – Open the Order

Navigate to:

Ticketing → Orders

Click the specific order you want to manage.

This opens the Order Detail View, showing:

• Order header (order number + status)

• Contact details (email, name, mobile)

• Order contents (tickets, totals)

• History timeline (order events)

Step 2 – Open the Actions Dropdown

In the top-right of the order detail screen:

Click the ⋯ (three dots).

A dropdown menu appears with available actions.

Actions Available in the Dropdown

1. Resend

Purpose:

• Resend the order email and tickets to the customer.

• Used when a customer did not receive or lost the original email.

Key behaviour:

• Sends to the email shown in the Contact section.

• Does not create a new order.

• Does not change the order status.

• Does not generate new tickets—only re-delivers the existing ones.

2. Open Personalisation

Purpose:

• Open the ticket personalisation flow for this order (if personalisation is enabled for the ticket).

• Used when attendee details must be completed, corrected, or re-submitted.

Key behaviour:

• Only available when the ticket requires personal data.

• Supports fixing missing or incorrect attendee info.

3. Refund

Purpose:

• Start a refund process for the order (full or partial depending on platform rules).

• Used when the customer is eligible for a refund.

Key behaviour:

• Typically impacts revenue reporting and payment reconciliation.

• May be disabled if the payment method or order status does not allow refunds.

4. Cancel

Purpose:

• Cancel the order.

• Used when the order should no longer be valid (e.g., administrative cancellation, failed processing, invalid purchase).

Key behaviour:

• Cancelling may invalidate tickets tied to the order.

• May be disabled depending on order state or payment conditions.

Important Notes for the Agent

• These actions are accessed only via the ⋯ (three dots) menu in the order detail view.

• Some actions may appear disabled depending on:

  • Order status

  • Ticket settings (personalisation)

  • Payment method

  • Refund/cancellation rules

The user should always confirm:

• Correct customer email (before resend)

• Correct order and ticket contents (before refund/cancel)

• Whether personalisation is required (before opening personalisation)

Functional Summary

To manage an order:

1. Go to Ticketing → Orders

2. Open the specific order

3. Click ⋯ (three dots)

4. Choose an action:

   • Resend

   • Open personalisation

   • Refund

   • Cancel

This menu is the central control point for operational order handling in the backoffice.