Order Audit Logs: Track Changes and Admin Actions

Order audit logs provide a complete history of every action and change made to an order, helping you track modifications, resolve disputes, answer customer questions, and maintain accountability.

At its simplest, order audit logs answer one question: What happened to this order and who did it?

Who uses this: Event organisers and administrators with access to the order dashboard.

Key capabilities:

How It Works

1. Automatic recording

Every significant action on an order creates a log entry. You don't need to do anything - the system captures who, when, and what automatically.

2. Accessing the log

Open any order and scroll to the bottom to find the "View order logs" button. The complete history appears in chronological order.

3. Investigating and resolving

Use the log to answer customer questions, verify what happened, and provide evidence when disputes arise.

Accessing Order Logs

How to View Logs

The log displays all entries in chronological order, oldest first. Why oldest first? This helps you follow the sequence of events as they actually occurred, making it easier to understand cause and effect.

Getting Back to the Order

Click "Back to order" at the top of the log page to return to the main order view.

Understanding Log Entries

Log Entry Structure

Each log entry shows:

Staff member or system name (left side) Date and time (right side, format: D MMM YY, HH:mm) Action description (below the header)

Example:

System vs Manual Actions

Manual actions show the staff member's name:

System actions show:

This helps you distinguish between actions taken by staff and automated processes.

Events That Are Logged

Order Creation

When an order is first created:

This records the initial purchase and links to the purchase ID.

Email Activity

Email sent:

Email opened:

Email tracking helps confirm customers received their tickets and whether they've viewed them.

Refunds and Cancellations

Refund issued:

Fee refunds:

Fee refunds are logged separately when applicable, showing amounts in pence.

Payment Recording

When manual payments are linked to orders:

This records payments taken outside the Stripe system (cash, cheque, bank transfer).

Ownership Transfers

When an order is transferred to a different email address:

The log includes who performed the transfer and any admin notes explaining why.

Ticket Swapping

When individual seats are swapped to different performances:

Each swapped seat generates a separate log entry.

Email Resending

When staff re-send order confirmation emails:

This helps track duplicate email requests.

Attendee Name Changes

When the name on an order is updated:

This logs name corrections and updates.

Resale Listings

When tickets are listed for resale:

The log shows which specific seats were listed.

Using Logs for Troubleshooting

Common Scenarios

"I didn't receive my tickets"

Check the logs for:

If no delivery record exists, the email may have failed or been blocked.

"I was charged twice"

Review the logs to see:

"Someone changed my order without permission"

The logs show:

This helps identify whether it was staff action, customer action, or system error.

"Where's my refund?"

Check for refund log entries showing:

"My ticket was for a different date"

Look for ticket swap entries:

Investigation Tips

Start with the customer's complaint date: Look at log entries around that timeframe.

Check email activity first: Many issues relate to emails not received or read.

Look for refund entries: If a customer claims non-receipt of a refund, the log confirms whether it was processed.

Verify ownership transfers: Disputes often arise from email address changes.

Track modification sequences: Multiple log entries in quick succession might indicate complex changes.

Using Logs for Customer Service

Providing Accurate Responses

Logs give you precise details to answer customer questions:

Customer: "When was my order confirmation sent?"

You: "The order email was sent on 13 Dec at 14:32 and opened on 13 Dec at 15:45."

Customer: "I think I was refunded the wrong amount."

You: "The log shows a refund of £45.00 was issued on 13 Dec at 16:20 by Sarah Thompson, which matches the ticket price of £40.00 plus the £5.00 handling fee."

Building Customer Trust

When customers know you have detailed records:

Handling Disputes

Steps:

Example:

Customer: "I never received a refund that was promised two weeks ago."

Log check: No refund entry exists in the logs.

Resolution: "I've reviewed the complete order history, and unfortunately I can't find any record of a refund being processed. Let me investigate this further and get back to you within 24 hours."

Data Retention and Privacy

How Long Are Logs Kept?

Order logs are retained as long as the order exists in the system. This ensures complete historical records for:

Who Can See Logs?

Order logs are internal administrative records. Only staff members with access to the order dashboard can view logs.

Customers cannot see order logs. This is intentional - logs may contain:

Privacy Considerations

Logs contain:

This information should be:

When Logs Are Most Helpful

High-Value Scenarios

Refund disputes:

Customer claims they requested a refund but never received it. Logs show whether a refund was processed and when.

Duplicate ticket claims:

Customer says they didn't receive their original tickets and requested a re-send. Logs show email delivery and re-send history.

Unauthorised changes:

Customer reports their order was modified without their knowledge. Logs identify who made changes and when.

Payment confusion:

Customer claims they paid but tickets show as unpaid. Logs show payment linkage history.

Date change requests:

Customer wants to verify when they requested a ticket swap. Logs show the exact date and who processed it.

Less Useful Scenarios

Internal ticket notes:

Logs don't show every individual note added to tickets. Use the ticket page for current notes.

Customer viewing history:

Logs show email opens but not every time a customer views their ticket page.

Seating plan changes:

Logs track individual seat swaps but not wholesale seating plan reorganisations.

Important Behaviours

Log Order

Logs are displayed chronologically starting with the oldest entry first. This helps you follow the sequence of events as they occurred.

Time Format

All log times use 24-hour format (e.g., 14:32, not 2:32pm) and are displayed as:

Date Format

Dates in log descriptions use British format:

Currency Display

Refund amounts appear in two formats:

Formatted currency: "Refund issued: £45.00"

Raw pence amounts: "Seaty Fee (Whole Transaction Fee) Refunded: 150" (meaning £1.50)

Some older log entries may show amounts in pence rather than pounds.

Email Events Integration

Email delivery and open events are integrated into the main log timeline, showing when emails were sent and whether customers opened them.

This combines:

Both appear in a single chronological view.

No Edit or Delete

Log entries cannot be edited or deleted. This ensures:

Why can't logs be modified? This protection ensures that logs remain trustworthy evidence. If logs could be edited, they would lose their value for dispute resolution and accountability.

Once an action is logged, it remains in the permanent record.

Common Questions

Log Content

Why don't I see every action I've taken?

Not all actions generate log entries. Only significant changes are logged:

Viewing an order, adding internal notes, or updating flags may not create log entries.

Why do some entries show "Seaty Emailer" instead of a staff name?

"Seaty Emailer" indicates automated system actions. These happen without manual intervention:

Searching and Exporting

How do I find a specific action in a long log?

The browser's find function (Ctrl+F or Cmd+F) helps search for:

Can I export the log history?

The log view is designed for on-screen review. To create a record:

Customer Communication

What if I need to prove something to a customer?

Logs are internal only, but you can:

Don't share screenshots of the entire log with customers as it may contain other sensitive information.

Email Tracking

Are email opens always accurate?

Email open tracking depends on:

If an email shows as "sent" but not "opened," it doesn't always mean they didn't read it - they may have privacy protections enabled.

Data and Timing

Can I see logs for deleted orders?

Once an order is permanently deleted from the system, its logs are also deleted. This is why it's important to review logs before deleting orders in dispute situations.

What timezone are logs shown in?

Log timestamps use UTC (Coordinated Universal Time). For UK-based organisations, remember:

Adjust times accordingly when discussing with customers.