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Orders

The Orders tab lists every order for your organization, whether bought online or at the box office. Use it when a buyer calls with a question: find their order, then refund it, email them their tickets, or set it aside for pickup at the door.

Where to find it: Orders tab (or Box Office tab → Orders button, or by clicking any confirmation code in the Box Office cash drawer)

Who can use this: anyone with Manage Ticketing (Studio) or Run Box Office

Screenshot: the Orders tab listing five orders, with one expanded to confirm a refund

Find an order

  1. Optionally pick an Event to narrow the list.
  2. Type in Search: a buyer's name, email, or confirmation code (for example DOOR-QCZQA1).
  3. Click an order to open its actions.

Each row shows the confirmation code, buyer, event, channel (Online or Box office), when it was bought, tickets and total, and a status badge (paid, refunded, partially refunded). A will-call badge appears on orders set aside for pickup.

Refund an order

  1. Open the order and click Refund….
  2. Read the confirmation. It shows how much will be refunded, and:
    • For an online order, the card payment goes back to the buyer's card through your Stripe or Square account.
    • For a box office order (cash, check, comp), nothing is charged back. Hand the money back from the drawer.
  3. Optionally add a Reason.
  4. Click Yes, refund.

The tickets stop working immediately, and the seats go back on sale. If the performance has a waitlist, the freed tickets are offered to the next person in line.

Note: A refund returns everything the buyer paid for those tickets, including fees.

Refund add-on items only

If an order includes add-ons (such as concessions, flowers, or merch) and the buyer wants to return an item while keeping their tickets:

  1. Open the order and click Refund items….
  2. Enter the quantity to refund next to each add-on item, and optionally a Reason.
  3. Click Refund selected items.

The buyer's tickets remain valid, and each returned item is refunded along with its share of fees and tax.

Email the tickets again

  1. Open the order and click Email tickets….
  2. Check the address. Change it if the buyer gave you a new one, or add one for a walk-up sale made without an email. Changing it updates the order.
  3. Click Send.

Will-call

Click Mark will-call to set the order aside for pickup at the door. It then appears in the Will-call list on the Check-in desk. Click Remove from will-call to undo.

Click Print tickets to open the order's tickets, with QR codes, ready to print.

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