Order management
Note! You can still create orders from within an event. Use the order creation feature under the event if you are using Liveto’s old seating chart.
+ Create Order
Create orders for tickets to your events. Orders are subject to the service fee specified in your agreement, as well as any other applicable fees (processing fees, payment method fees).
An order can now include products from several different events at the same time, so you can add products from multiple events to the same order when needed. You can create organizer orders by selecting Reservation as the payment method, or create orders where a payment link is sent to the customer.
Select the desired products and quantities using the Add products button. If the product uses calendar-based purchasing, select the desired dates or time periods from the calendar. If the product uses a seating chart, select the desired seats from the seating chart. The new Order Management system only works with the new Seats.io seating chart.
Once you have selected the appropriate number of products, click Add to order and continue.
Participant details – enter the participant details if they are required for the product.
Customer details – enter the customer’s details. An email address is required, and the tickets can be sent to this email address.
Customer information form (optional) – you can change the customer information form if desired.
Order language – select the language of the order. This determines the language used for items such as tickets and confirmation messages.
Order payment method:
Reservation, no payment – select this when the order is an organizer reservation and the customer will not be charged through Liveto.
Liveto charges a service fee for organizer orders according to the agreement.
Paytrail – select this when the customer pays for the order via a Paytrail payment link.
Liveto charges the service fee and processing fee specified in the agreement.
Procountor invoice – select this when the customer pays by invoice.
Liveto charges the service fee, processing fee, and invoicing surcharge specified in the agreement.
Please note that with a Procountor Luotettu invoice, the event organizer is responsible for any potential credit loss if the customer does not pay the order but still attends the event. With a Procountor Luotettu invoice, tickets are sent to the customer immediately.
Show products at €0 – sets the products to zero price for this specific order. Use this, for example, when no payment is collected for the tickets.
Validity period (days) – the period after which the order or payment link expires. For Paytrail payments, we recommend a validity period of a few days, depending on how soon the event takes place. For Procountor invoices, the validity period indicates the deadline by which the invoicing details must be completed; the invoice itself has a separate payment term of 7 days.
Available only when the payment method is Paytrail or Procountor invoice.
Create order or return to the form.
Download tickets – download the tickets to your device.
Send tickets to customer – sends the tickets to the customer email address provided in the order.
Download receipt – download the receipt for the order.
Open order details – go to Order Management to view the order.
Create new order – immediately create another order.
When the payment method is Paytrail or Procountor invoice, click Send payment link after creating the order. You can also copy the payment link and send it to the customer manually.
Paytrail: when the customer pays through the payment link, the payment is automatically recorded in Liveto’s system. If the customer does not pay by the deadline, the order expires.
Procountor invoice: the payment link takes the customer to a page where invoicing details are entered. If you want to enter the invoicing details on behalf of the customer, open the payment link in a new tab.
You can also create orders for testing purposes, for example to test the scanner application. After testing, remember to cancel the orders in Order Management.
When an order is created, it reduces the available inventory of the product and reserves any selected seats on the seating chart. If the order is not paid within the validity period of the payment link, the order expires and the products are returned to sale.
Order Management
You can find the new Order Management section in the menu on the left. You can still use the old Order Management section from within an event. Please note that the new Order Management system cannot be used with Liveto’s old seating chart.
Order Management displays all orders for your events. Among other things, you can resend tickets, edit tickets, and issue refunds.
You can search for orders using the customer’s email address, ticket code, or order code, or filter the results by event or payment method.
Click an order row to view the order in more detail.
Orders
The main list displays the most important information, including the order code, customer email address, payment method, customer name, total price, outstanding balance, and funds administrator.
Outstanding balance indicates whether the order has, for example, pending refunds or open payment links.
Funds administrator indicates whether the funds for the order are processed through Liveto.
Order Details
You can view all information entered by the customer. The information can be edited if necessary, for example to correct an incorrect email address.
The order details also include a summary of the order.
Cancellation and refund indicates whether any cancellations or refunds have been made.
Products
You can view a list of all products included in the order. Under Edit for each product row, you can:
Change the product to another product with the same or a different price. Changing to a cheaper or more expensive product is only possible if the order was paid using Paytrail payment methods. Select the new product and save the changes. When the change is saved, the original order row is marked as exchanged and a new order is created from the row.
If the order is changed to a more expensive product, send the customer a payment link.
If the order is changed to a cheaper product, the refund is processed automatically. However, check the status of the refund on the Refunds tab.
Please note that whenever you edit an order, you should always send the customer a new ticket. The ticket from the old order will no longer work after the order has been edited.
Change the seat on the seating chart, if the event uses a seating chart.
If the customer wants tickets with the updated information, remember to send the ticket to the customer after making the change.
Change the time period, if the product uses calendar-based purchasing.
If the customer wants tickets with the updated information, remember to send the ticket to the customer after making the change.
Edit participant details, if the product uses a participant information form.
If the customer wants tickets with the updated information, remember to send the ticket to the customer after making the change.
Cancel an individual order row. Remember to also issue a refund. When the change is saved, the original order row is marked as exchanged and a new order is created from the row.
Please note that whenever you edit an order, you should always send the customer a new ticket. The ticket from the old order will no longer work after the order has been edited.
Resend the ticket for the selected order row.
You can also add a new product to the order under Add new product to order. Select the product and save the changes. After saving, a new row for the added product will appear under payment transactions, and you can send the customer a payment link. Once the payment is approved, the row is marked as paid. The tickets are automatically sent to the customer.
Please note that orders paid with Epassi or Procountor invoice can only be edited in the following ways: changing the seat on the seating chart, changing the time period, or changing the product to another product of the same price.
Payment Transactions
The tab displays all payment transactions associated with the order. If necessary, you can:
send a payment link
cancel a payment
send a receipt to the customer
Additional fees cannot be refunded. They are shown separately in the breakdown of Liveto additional fees.
Receipts and Tickets
You can send the customer a receipt or tickets, as well as download them directly to your device.
Refunds
If the order has an outstanding balance, a refund cannot be issued until the outstanding balance has been resolved.
Cancel the entire order: select Cancel order and issue a refund by selecting Entire order.
Partial refund: use this when the order contains multiple products and you only want to refund some of them. If the order contains only one product, a partial refund is not necessary.
Partial refunds are only available when the order was paid using Paytrail payment methods.
When the change is saved, the original order row is marked as exchanged and a new order is created from the row.
Please note that whenever you edit an order, you should always send the customer a new ticket. The ticket from the old order will no longer work after the order has been edited.
Fees related to Liveto’s services are non-refundable.
Cancellations and refunds cannot be reversed afterwards.
Gift card purchases and orders paid with gift cards cannot be refunded. Contact Liveto if necessary.
If an event is cancelled or rescheduled, always contact Liveto. We recommend using this section only for individual cancellations and refunds.
Refunds for orders paid using Paytrail payment methods
The refund is processed automatically through Paytrail within 1–2 banking days. The refund will not be processed if there are insufficient funds in the Paytrail account.
Refunds for orders paid using cultural benefit payment methods
For Epassi refunds, a request is sent to Liveto and the payment is refunded manually. If the payment cannot be refunded, Liveto will contact you.
Refunds for orders paid by Procountor invoice
For Procountor invoice refunds, a request is sent to Liveto and the payment is refunded manually.
History
The order history shows all actions performed on the order and when they occurred, for example when a refund was requested and when it was processed.
The communication history shows what messages have been sent to the customer or participant, as well as when each message was sent, delivered, opened, and read.