The Order Details page provides a complete view of a patron's order in one place, making it easier to manage tickets, review payment history, collect payments, and process refunds.
👟Order Details Page Walkthrough
The page is organized into three main areas:
Order Overview
Located at the top of the page, the Order Overview provides a quick snapshot of the order, including:
Order Total
Amount Paid
Amount Refunded (if applicable)
Remaining Balance (if applicable)
Total Items
Order Date
Confirmation Code
Patron Details
The Patron Details card displays the patron's information, including:
First Name
Last Name
Phone Number
Email Address
Household
Tags
Shipping Address (when applicable)
You can update most patron order information directly from this page by selecting Edit.
🎭Noteworthy: Email addresses cannot be edited from the Order Details page. You can also select View Patron to open the patron's full contact record.
Order Items
All tickets and items are grouped by production and event.
Depending on the order, you may see:
Tickets
Add Ons
Donations
Subscriptions
Fundraiser Items
Each item displays important details such as:
Ticket ID
Admission Type
Section, Row, and Seat
Check-In Status
Price
Order Status Pill
A status indicator appears next to the confirmation code and provides a quick view of the order's payment or refund status. Possible statuses include:
Status | Description |
Completed | Order has been paid in full  |
Partially Paid | Some payment has been collected, but a balance remains  |
Reserved | Tickets have been reserved but no payment has been collected  |
Partially Refunded | Some items have been refunded  |
Refunded | Entire order has been refunded  |
Financial Summary
The Financial Summary card provides a detailed breakdown of the order's charges.
You can view:
Subtotal
Platform Fees
Sales Tax
Order Total
Amount Paid
Remaining Amount Due
Amount Refunded
The Financial Summary also displays the order's payment status.
Payment Complete
A green banner indicates the order has been fully paid.
Estimated Remaining Due
An orange banner indicates a balance remains on the order. The amount displayed is an estimate until payment is collected, since certain fees may not be finalized until checkout is completed.
Payment History
The Payment History section displays a timeline of all payments and refunds associated with the order.
Each entry includes:
Transaction Amount
Date and Time
Payment Method
Transaction Source
Staff Member (for Box Office transactions)
If no payments have been made, you'll see No Payment History.
Collecting Payment
When an order has an outstanding balance, payment options may be available directly from the Order Details page.
Available options may include:
Collect Payment
Send Payment Link
Copy Payment Link
Collect Payment
Use this option to immediately process payment through Stripe or record a cash payment.
Send Payment Link
Send a payment link directly to the patron's email address.
Copy Payment Link
Copy the payment link and share it manually with the patron.
🎭Noteworthy: Payment link options are only available for reservation-based orders. Multi-payment orders must be completed using the Collect Payment option.
Managing Tickets
Ticket management actions appear within each production section of the order.
Depending on the order, you may be able to:
Transfer Tickets
Exchange Tickets
Release Tickets
Print Hard Tickets
These actions function the same way as they do elsewhere in the dashboard.
Understanding Ticket Statuses
Some tickets may display additional status pill indicators.
Refunded
The ticket has been refunded.
Transferred
The ticket has been moved to a different order. A Transfer Confirmation link will appear so you can view the destination order.
Released
The ticket has been returned to inventory without a refund.
Exchanged
The ticket has been exchanged for a different event or seating option. The original ticket details remain visible for reference.
Video On Demand (VOD) Tickets
VOD tickets include an Activation Details section showing:
Activation Code
Activation Date
Activation Status
If needed, you can select Reset Activation to allow the patron to activate the content again. Only reset activations when necessary, such as when a patron changes devices.
Processing Refunds
The Process Refund option is available from the Order Details page. Refund options depend on how the order was paid.
Single-Payment Orders
You can process:
Full Refunds
Partial Refunds
Multi-Payment Orders
Only full refunds are available. When a refund is processed:
Refunded items are marked accordingly
Payment History is updated
Order status is updated automatically
Refund totals appear in the Order Overview and Financial Summary
🎭Noteworthy: Donations remain non-refundable unless specifically configured otherwise.
Activity Log
The Activity Log section will provide a timeline of order activity and system events.
