You can also import orders via Orders import
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. Very important to click on the ⋯ (three dots) to get this menu.
These actions are used for customer service and backoffice operations, such as:
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Resending tickets
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Managing personalisation
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Refunding an order
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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:
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Order header (order number + status)
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Contact details (email, name, mobile)
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Order contents (tickets, totals)
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History timeline (order events)
Clicking on more info
When clicking on more info at a specific order you see all the data of a person. Here you can change specific data like name, phone number, email address etc. by clicking the edit button in the right corner of that dropdown menu.
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 (Order level)
1. Resend
Purpose:
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Resend the order email and tickets to the customer.
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Used when a customer did not receive or lost the original email.
Key behaviour:
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Sends to the email shown in the Contact section.
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Does not create a new order.
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Does not change the order status.
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Does not generate new tickets — only re-delivers the existing ones.
2. Open Personalisation
Purpose:
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Reset and reopen the ticket personalisation flow for the entire order.
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Used when attendee details must be completed, corrected, or re-submitted for all tickets at once.
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Also used when multiple tickets are claimed incorrectly and need to be unclaimed or reset.
Key behaviour:
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Only available when the ticket requires personal data.
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Resets the personalisation status for all tickets in the order — the main booker receives a new personalisation link.
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Use this when multiple tickets need to be corrected or when the entire personalisation needs to start over.
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For correcting a single ticket only, use the ticket-level Edit option instead (see below).
3. Refund
Purpose:
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Start a refund process for the order (full or partial depending on platform rules).
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Used when the customer is eligible for a refund.
Key behaviour:
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Typically impacts revenue reporting and payment reconciliation.
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May be disabled if the payment method or order status does not allow refunds.
Important – Contact Support for Refunds
Refunds are in most cases handled by CM.com, not directly by the organizer in the platform. If a user wants to process a refund, the best course of action is to contact CM.com support. Support can process the refund correctly and ensure it is handled in line with the payment conditions.
When a user asks about refunds, always advise them to contact support. Do not attempt to walk them through executing a refund in the platform independently, as this may not be possible or could lead to errors.
4. Cancel
Purpose:
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Cancel the order.
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Used when the order should no longer be valid (e.g., administrative cancellation, failed processing, invalid purchase).
Key behaviour:
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Cancelling may invalidate tickets tied to the order.
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May be disabled depending on order state or payment conditions.
Editing or Unclaiming a Single Ticket's Personalisation Data (Ticket level)
There is no unclaim button in NXTGN. However, if a ticket has been claimed and the details are wrong, the organizer can directly overwrite the personalisation data of that specific ticket. This is the equivalent of unclaiming — the organizer corrects the details without resetting the whole order.
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Open the order in Ticketing → Orders.
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Find the specific ticket within the order.
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Click the ⋯ (three dots) on that specific ticket.
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Click Edit.
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Adjust the name, email address, or phone number as needed and save.
When to use which option:
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Single ticket claimed incorrectly / needs to be unclaimed → ticket-level ⋯ → Edit (overwrite the details directly)
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Entire order needs to be re-personalised / all tickets unclaimed → order-level ⋯ → Open Personalisation
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Visitor wants to unclaim or correct it themselves → refer them to the consumer desk via WhatsApp: Contact consumer desk
Important Notes for the Agent
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These actions are accessed only via the ⋯ (three dots) menu in the order detail view.
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Some actions may appear disabled depending on: order status, ticket settings (personalisation), payment method, or refund/cancellation rules.
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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).
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For refunds: always direct the user to contact CM.com support. Do not guide them through executing a refund in the platform independently.
Functional Summary
To manage an order:
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Go to Ticketing → Orders
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Open the specific order
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Click ⋯ (three dots) at order level for: Resend, Open Personalisation, Refund, or Cancel
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Click ⋯ (three dots) on a specific ticket for: Edit or unclaim personalisation data of that ticket only
For refund requests, always advise the user to contact CM.com support. This ensures the refund is processed correctly and in line with payment conditions.
This menu is the central control point for operational order handling in the backoffice.