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Overview

An order is the record of a booking. It identifies the purchased items, customer, and financial activity, and provides an order reference for follow-up. One order can contain several tickets or passes; an individual item can need a change while the rest of the booking stays the same.

Review the booking before acting​

Find the order and compare its customer, event times, items, and payment details with the request. An order reference identifies the booking; a ticket or pass reference identifies a particular item. Check both when a customer bought several items together.

Payment and admission are separate things to review. For example, returning money can retain or release access depending on the chosen refund action. Do not infer ticket validity from the payment amount alone.

For bookings made before payment, see Payment Links & Collect-Later.

A payment link lets a customer pay an outstanding balance on an existing order. Sending a link does not itself record payment. Replacing or revoking a link controls that route to payment; it does not cancel the booking or settle its balance.

Use the payment-link guide when the customer needs a new link or an earlier link should stop working.

Access & transfers​

Giving someone access lets them use the access granted to the order. Transferring an order changes its owner. Confirm which outcome the customer wants before choosing either action; updating contact details alone is not an ownership transfer.

Refunds​

A refund returns money. Select the intended items and review whether their admission should be retained or released. Check the displayed destinations and amounts before confirming. The standard refund guide covers this decision; cash returns also require staff to hand the money back.

Exchanges​

An exchange replaces selected tickets. Depending on the replacement, it can require additional payment, return a difference, or have no price difference. Review the original and replacement together using the exchange guide.

For a customer's pass usage or credits, first locate the pass. If an operation's outcome is unclear, review the order record before repeating it.