👥 Orders & Attendees

Viewing and Managing Orders

Overview An order is a single purchase, which may include several tickets and attendees. The Orders area is where you track every transaction for an event. Finding orders 1. Open your event and go to Orders. 2. Browse the list, or search by the buyer's name, email, or order reference. 3. Filter by status to focus on pending, paid, or refunded orders. What's in an order - Buyer name and contact details - Tickets purchased and the attendees on them - Amounts: ticket total, tax, any fee, and the grand total (in ﷼) - Payment method and status - Any answers to questions you asked at checkout Actions you can take - Mark a bank-transfer order as paid - Resend the confirmation and tickets - Refund or cancel the order - Export orders for your finance team Related articles - Understanding order statuses - Issuing refunds

Understanding Order Statuses

Overview Each order carries a status that tells you where it stands. Knowing what each one means keeps your reconciliation clean. Payment statuses - Awaiting payment / Pending — the order is placed but not yet paid (common with bank transfer). Tickets are held for a limited time. - Paid — payment is confirmed and the attendee has their tickets. - Refunded — the order was refunded, fully or partially. - Cancelled — the order was cancelled and its tickets released. Reservations and holds When a buyer starts an order, the tickets are reserved for a short window so no one else can take them. If payment is not completed in time, the reservation expires and the tickets return to sale automatically. Why an order might look unpaid - A bank transfer has not yet been confirmed. - The reservation expired before payment. Related articles - Viewing and managing orders - Issuing refunds

Managing Attendees

Overview An attendee is a person holding a ticket. One order can contain several attendees. The Attendees area lets you see and manage everyone coming to your event. Finding attendees 1. Open your event and go to Attendees. 2. Search by name or email, or filter by ticket type. What you can do - View each attendee's ticket type and check-in status - Edit an attendee's details if they were entered incorrectly - Resend a ticket to an attendee - Export the full attendee list for the door team Attendee information If you added questions at checkout (for example, meal preference or organization name), the answers appear on each attendee's record. See Collecting attendee information. Related articles - Collecting attendee information - Resending tickets and confirmations - Checking in attendees

Resending Tickets and Confirmations

Overview Sometimes a buyer cannot find their confirmation email or an attendee needs their ticket again. You can resend both in a few clicks. Resend an order confirmation 1. Open your event and go to Orders. 2. Find the order and open it. 3. Choose Resend confirmation. The buyer receives the confirmation email again, with their tickets attached. Resend a single attendee's ticket 1. Go to Attendees. 2. Find the attendee and open their record. 3. Choose Resend ticket. If emails are not arriving - Ask the buyer to check their spam or junk folder. - Confirm the email address on the order is spelled correctly; edit it if needed and resend. - Add your organizer email to their safe-senders list for future events. Related articles - Viewing and managing orders - Managing attendees - Checking in attendees

Checking In Attendees

Overview On event day, check-in confirms that each attendee is admitted. Ticket Hero uses QR codes on tickets so check-in is fast and reliable. How check-in works - Every ticket has a unique QR code. - Your team scans the QR code (or searches by name) to check the attendee in. - Each ticket can only be checked in once, so duplicates are caught automatically. Setting up check-in 1. Open your event and go to Check-In. 2. Create a check-in list for the entrances or sessions you want to manage. 3. Choose which ticket types each list covers. 4. Share access with the team members who will be on the door. On the day - Use a phone or tablet to scan QR codes at the entrance. - You can also search for an attendee by name and check them in manually. - Watch the live check-in count from your event dashboard. Tips - Test a scan before doors open. - Assign more than one team member to a busy entrance. - Keep the attendee list exportable as an offline backup. Related articles - Managing attendees - Check-in summary report - Smooth check-in on event day

Issuing Refunds

Overview When a buyer needs their money back, you can refund a whole order or part of it directly from Orders. Refunding an order 1. Open your event and go to Orders. 2. Find and open the order. 3. Choose Refund. 4. Select a full or partial refund and confirm the amount. 5. Confirm the refund. What happens next - For online payments, the refund is returned through the original payment method. - For bank-transfer orders, return the funds to the buyer directly, then record the refund so your records match. - The related commission is reversed automatically. - The tickets can be released, and the attendee is notified. Before you refund - Check your published refund policy. - For partial refunds, be clear about which tickets or amount you are returning. Related articles - Refunds and cancellations - Refund policy guidelines - Understanding order statuses