In Box Office, you can manage orders by searching for specific transactions, viewing order confirmations, canceling orders, and printing receipts (if a receipt printer is connected). This section is password protected, ensuring only staff can access and manage orders. Attendees cannot view or modify these settings.

Manage Orders

In Box Office, you can manage and cancel your Box Office orders as needed. You can look up specific orders, view the order confirmation, and cancel an order if needed. You can also print the receipts if a receipt printer is connected.

Pro Tip: The Box Office lookup feature displays all transactions processed through the Box Office app for this ticketing page, across every session and app key associated with the page.

It will not display information for orders processed online. To view details for an online order, use the Scanning App or check your reporting in your TicketSpice account.

Note: In the Box Office App, cashiers can only cancel an entire order. They cannot cancel or remove individual tickets from an order.

Tap the hamburger icon in the top left corne
Select Lookup Order
Find the order you want to view or manage. You can scroll through the list of tickets or search by the first name, last name, email, or the last 4 digits of the card used. You can also scan a ticket to look up an order by clicking the QR Code icon in the top right corner

Note: If you are using a Self Check-Out (Supervised) app key, you must enter the app key password to look up and manage orders. Click here to find this password

View the attendee's order details. These include the order status, payment method, order amount, and tickets selected
Tap View Confirmation to view the attendee's confirmation screen
Tap Cancel Order to cancel the order

Pro Tip: When you cancel an order in the Box Office app, the order is fully refunded to the original payment method. The app doesn't offer the option to cancel with a partial refund or cancel without refunding. To issue a partial refund or cancel an order without refunding, we recommend canceling the order from your TicketSpice account. Click here to learn how to cancel an order from your TicketSpice account.

FAQs

Why can't I find an order with the Box Office look up order feature?

A common reason why you might not be able to find an order within the Box Office look up order feature is that the order was placed online.

The Box Office Look Up Order feature only displays transactions processed through the Box Office app. For online transactions, use the Scanning App or log in to your TicketSpice account to view the order details.

Can I look up a Box Office order from a previous session?

Yes, the Box Office lookup feature lets you find any orders placed through the Box Office app across all sessions.

Can I cancel and partially refund an order in the Box Office app?

The Box Office app does not support partial refunds. It only allows you to cancel and fully refund an order.

If you need to issue a partial refund, we recommend processing this refund from your TicketSpice account. Click here to learn how to cancel and partially refund an order.

Look Up, Manage, and Refund Orders on the Box Office App