Order Details
View complete order information on your mobile device. Access customer details, tickets, payments, and order history to answer inquiries and manage orders on-site.
At its simplest, order details answers one question: What do I need to know about this specific order?
Who uses this: Event staff and administrators with order viewing permission.
Key capabilities:
- View all tickets, merchandise, and payment status for any order
- Access customer contact details and question responses
- Review complete order history and activity logs
- Perform common actions like resending emails or transferring ownership
How It Works
At a glance: Navigate to an order, review information across organised sections, then take action as needed.
1. Access the Order
You can reach order details from multiple starting points. From event management, browse or search for a customer and tap their order. From order search, enter an order number or email address. After scanning a ticket, tap "View Order" to see the full details.
2. Review Information Sections
The order screen organises information into logical sections. Event and date details appear at the top, followed by tickets, customer information, financial summary, and administrative notes. Each section shows relevant details at a glance.
3. Take Action
Common actions appear as buttons throughout the screen. Resend the order email, transfer ownership to a different customer, view order logs, or copy a shareable ticket link. Actions require appropriate permissions.
Think of it this way:
- The header shows when and where the order is for
- The middle sections show what was purchased and by whom
- The bottom sections show administrative tools and history
Event and Date Information
The top of the order screen shows the event name, performance date and time, and venue details. Quick actions let you open the event page or booking page in a new tab.
Customer Information
Shows the attendee name and email address. Tap the email to send a message directly. You can also view the attendee statement to see all orders and activity for that customer across the event.
Note: The attendee statement shows orders across multiple dates for the same event, which is useful when a customer has purchased tickets for several performances.
Tickets and Merchandise
Active tickets display with their category, seat assignment (if allocated), colour indicator, and price. Each ticket shows whether payment has been taken.
Merchandise items display in a separate section with product name, quantity, and category information.
Tap any ticket to view its QR code and scan history, or to add admin notes specific to that ticket.
Why show tickets and merchandise separately? This makes it easier to quickly count how many people will attend versus how many items need to be collected or delivered.
Financial Summary
When an online payment was processed, you see a complete breakdown:
- Tickets and merchandise face values
- Any discounts applied
- Donations (with Gift Aid indication if declared)
- Handling and service fees
- Total customer paid
A separate section shows net income to the organisation after fees and any refunds.
Question Answers
When custom questions exist for the event, customer responses appear in the "Question answers" section. Common question types include dietary requirements, accessibility needs, age declarations, and emergency contacts.
Administrative Tools
Admin Notes
Add private notes visible to all staff with appropriate permission. Use these for internal communication about the order, such as special arrangements or issues to be aware of.
Referrals
Shows the referring person's email for sales attribution. Both administrators and the order owner can update referrals.
Resend Order Email
Sends a fresh order confirmation to the customer. Useful when the customer lost the original email or needs a receipt for their records.
Transfer Ownership
Moves the entire order to a different customer. Requires the Order Transfer Ownership permission. Enter the new owner's email address to complete the transfer.
Note: The original owner loses access to the tickets, and the new owner receives an order confirmation email.
Copy Ticket Link
Copies a shareable link to the clipboard. Recipients can view tickets in their browser without logging in.
View Order Logs
Shows a complete audit trail of all order activity. Each entry shows the date, time, what changed, and who made the change. Common entries include order creation, payments, cancellations, transfers, and note updates.
Order Status Indicators
Payment status appears as coloured tags:
- Paid in Full (Green): All payments received, no outstanding balance
- Owes Money (Orange): Shows exact amount still owed
- Overpaid (Red): Payments exceed order total, may need refund
Online payments are card payments processed instantly. Manual payments (cash, cheque, bank transfer) are recorded by staff and may require verification.
Common Questions
Accessing Orders
How do I find a specific order quickly? Use order search with the order number or customer email address. Scanning a ticket QR code also takes you directly to the order.
Can I view orders for events I don't manage? You can only view orders for organisations where you have the Order View permission.
Missing Information
Why are some sections not showing? Sections only appear when relevant. No custom questions configured means no question answers section. No online payment means no financial summary section.
Why does the balance look wrong? Balance is calculated per event date. If a customer has orders across multiple dates, view their attendee statement to see the complete picture.
Taking Action
Can I edit question answers? Administrators with appropriate permission can edit customer question responses.
Who can see admin notes? All staff with Order Admin Notes permission can view and edit admin notes. The customer never sees these.
Need help? Contact support@seaty.co.uk