Overview
Order History is a single timeline on the order page that tells the complete story of an orderâfrom the original payment through any refunds, exchanges, additions, transfers, or releases. It replaces the separate Payment History and Activity Log cards, bringing financial transactions and order activity together in one place.
The timeline displays the newest activity first.
What Order History Shows
Order History includes two main types of entries:
Money entries: Paid, Refunded, and Comped, including the amount, payment or refund method, and transaction details.
Activity entries: Exchanged, Added, Transferred, and Released, including the tickets or items involved.
When a payment or refund belongs to a specific action, such as an exchange price difference or an Add to Order payment, the money entry appears directly above the related activity.
Where to Find Order History
Open any order and look in the right-hand column.
The Order History card appears directly below the Financial Summary and is expanded by default. Don't see an Order History card? The order may not have any payments or activity yet. For example, an unpaid reservation with no other activity won't display a timeline.
Understanding Money Entries
Money entries show the transaction amount prominently, along with a colored chip identifying the type of transaction.
Entry | What It Means |
Paid â green | A payment was collected. This could be the original purchase, an Add to Order payment, or an exchange price difference. |
Refunded â red | Money was returned to the patron. The amount appears as a negative value. |
Comped â green | A $0.00 transaction for comped tickets. Because no money moved, there is no payment method listed. |
Details You'll See
Depending on the transaction, a money entry can include:
Payment Method: or Refund Method:
Source:
Transacted By:
Activity Date: including the date and time
Check Number: for payments made by check
Refunds Across Multiple Payment Methods
If a refund is returned through two payment methods at once, it still appears as one Refunded entry. For example, the method may display:
Credit + Cash
The entry then breaks down how much was returned through each individual method. This keeps a single refund action together while still showing exactly where the money went.
Understanding Activity Entries
Activity entries tell you what happened to the order's tickets or items.
The entry is headlined by what was affected, such as:
2 Tickets
1 Ticket
1 Add-On
Donation
A black chip identifies the action.
Entry | What It Means |
Exchanged | Tickets were exchanged. The entry shows From: and To: performances and each side's Type:. A related payment or refund appears directly above it, or a No Price Difference chip appears if no money moved. |
Added | Items were added using Add to Order. The related Paid or Comped entry appears directly above. Add-ons display Quantity: and donations display Amount:. |
Transferred | Tickets were transferred to or received from another patron. Transferred-in orders include a clickable From Order: confirmation code that opens the source order. |
Released | Tickets were released back into inventory. |
Multiple Tickets in One Action
One action creates one Order History entry.
For example, if you exchange three tickets at the same time, Order History displays a single: 3 Tickets ⢠Exchanged entry rather than three separate exchange entries.
When the affected tickets are identical, they share one detail block. If the tickets differ, their individual details are listed separately within the same entry.
Activity Dates vs. Money Dates
There's a small difference in how dates display:
Money entries show the date and time.
Activity entries show the date only.
Reading Common Order Stories
Once you know how entries are grouped, Order History can quickly tell you what's happened to an order.
An Order With an Add
You'll usually see two Paid entries:
The original order payment.
The Add to Order payment, positioned directly above the Added entry.
This is expected. Each Add to Order is collected as its own transaction, so the timeline records two separate money movements rather than changing the original payment amount.
An Exchange
Look for an Exchanged entry showing the ticket's From and To details.
If the exchange involved a price difference:
A Paid entry appears directly above when the patron paid more.
A Refunded entry appears directly above when money was returned.
If no money moved, the exchange displays a No Price Difference chip instead.
This also applies when multiple tickets were exchanged and one ticket's price increase canceled out another ticket's decrease, leaving a $0 net difference.
A Comped Add
A comped Add to Order displays:
$0.00 ⢠Comped
directly above the related Added entry.
No payment method is shown because no money was collected.
Older Orders
Older order activity may look different from activity created after the new Order History timeline was introduced.
Legacy entries appear as simpler grey entries with titles such as:
Ticket Transfer
Ticket Exchange
Ticket Released
Added to Order
These entries retain their original activity text but don't have the newer chips, ticket counts, or expanded details. Nothing was lost. Older activity is still included in Order Historyâit simply contains less structured detail than activity created using the newer experience.
Troubleshooting
"Why Are There Two Paid Entries?"
Something was likely added to the order after the original purchase.
Each Add to Order collects its own payment, so the original purchase and the later add appear as separate Paid entries.
Look immediately below the newer Paid entry for an Added activity entry.
"There's a $0.00 Entry"
Check the entry's chip.
A $0.00 Comped entry records comped tickets so the timeline remains complete even though no payment was collected.
You may also see a $0.00 Refunded entry without a minus sign when a refund action was recorded but no money was actually returned.
"The Exchange Doesn't Show a Payment"
Look for the No Price Difference chip on the Exchanged entry.
This means the exchange had a $0 net difference, so there was no payment or refund transaction to display.
"The Patron's Note Isn't in the Timeline"
That's expected.
Order comments and patron notes live in their own location on the order page and are not part of Order History.
"I See a Dashed Box With IDs on Some Entries"
The dashed identifier box is only visible to OTS admin users.
Organization staff won't see it.
The box contains internal payment identifiers used by OTS for troubleshooting and support escalations.
Quick Reference
Entry / Detail | What It Tells You |
Paid | Money was collected. Green chip. |
Refunded | Money was returned. Red chip. |
Comped | Tickets were comped. Green chip with a $0.00 transaction. |
Exchanged | Tickets moved to a different performance, seat, or ticket type. |
Added | Tickets, add-ons, merchandise, or a donation were added to the existing order. |
Transferred | Tickets were transferred to or received from another order. |
Released | Tickets were released back into inventory. |
No Price Difference | An exchange was completed without any net money movement. |
From Order: | Clickable confirmation code on a transferred-in order that opens the source order. |
Check Number: | Appears on check payments, including exchange differences paid by check. |
Timeline order | Newest activity appears first. Related money entries sit directly above the activity they belong to. |
Read Order History from the bottom up when you want the order's story chronologically, or from the top down when you want to know what happened most recently. Payments and refunds tied to an action sit directly above that action, making it easier to connect the money movement to what changed on the order.