Lookup Order gives your team one place to manage orders on-site. You can search for any order placed through the Box Office app, or scan a ticket's QR code to pull up any order, including orders placed online. From there, you can check in tickets, view the order confirmation, or cancel and refund the order without leaving the Box Office.
In this article, we'll cover how to find an order, check in tickets from an order, and cancel and refund an order.
Note: Lookup Order works in both staff-operated and self-checkout modes. In self-checkout mode, staff must enter the app key password before opening Lookup Order, so attendees can't view or change orders.
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Look up an Order
In the Box Office App, you can find an order by manually searching for any order placed through the Box Office or scanning a ticket's QR code to pull up the order.
Search for a Box Office Order
You can use the search bar to look for any order placed through the Box Office.
Pro Tip: The search option shows every order placed through the Box Office app for this page, across every session and app key.
This search does not display any orders placed online. To pull up an online order, scan the QR code on the ticket instead.
Log in to the Box Office App. Click here to learn how
Tap the hamburger icon in the top left corner
In self-checkout mode, enter the password for this app key and tap Confirm
Select Lookup Order
Scroll through the list of orders, or search by first name, last name, email, or the last 4 digits of the card used
Pro Tip: Once the order is open, you'll see:
The order status, payment method, and order amount
Each ticket on the order, with its date and time slot (if applicable) and check-in status
Options to check in tickets, view the confirmation, or cancel the order
Scan a Ticket to Find Any Order
You can look up orders in the Box Office app by scanning a ticket’s QR code. When scanning a QR code, you can find all orders placed through your page, whether the customer purchased online or through the Box Office.
Log in to the Box Office App. Click here to learn how
Tap the hamburger icon in the top left corner
In self-checkout mode, enter the password for this app key and tap Confirm
Select Lookup Order
Tap the QR Code icon in the upper right-hand corner
Scan the QR code on the attendee's ticket from their confirmation email, Apple Wallet, or a printed ticket
Pro Tip: Once the order is open, you'll see:
The order status, payment method, and order amount
Each ticket on the order, with its date and time slot (if applicable) and check-in status
Options to check in tickets, view the confirmation, or cancel the order
Note: Scanning works for orders placed online and in the Box Office. Scanning any one ticket pulls up the full order, including every ticket on that order.
Check In Tickets From an Order
You can check in some or all of the tickets on an order directly from Lookup Order. This is helpful when your attendees arrive at your ticket window instead of your entrance or need help checking in.
Log in to the Box Office App. Click here to learn how
Tap the hamburger icon in the top left corner
In self-checkout mode, enter the password for this app key and tap Confirm
Select Lookup Order
Look up the order using search or by scanning the QR code
Tap the tickets you want to check in, or tap Select All in the upper right-hand corner
Tap Check In
Warning: Checking in from Lookup Order does not check the ticket's date or time slot. If your event uses dates or time slots, confirm the ticket is for the right date and time before checking it in.
Cancel and Refund an Order
You can cancel an order directly from Lookup Order. Canceling in the Box Office fully refunds the order to the original payment method. This section covers how to cancel an order and what to do if you need a partial refund.
Note: In the Box Office app, you can only cancel an entire order. You can't cancel or remove individual tickets from an order.
Log in to the Box Office App. Click here to learn how
Tap the hamburger icon in the top left corner
In self-checkout mode, enter the password for this app key and tap Confirm
Select Lookup Order
Look up the order using search or by scanning the QR code
Tap View Confirmation to view the attendee's confirmation screen, if needed
Tap Cancel Order to cancel the order and issue a full refund
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
Can I cancel and partially refund an order in the Box Office app?
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.
Does Lookup Order work without internet?
Does Lookup Order work without internet?
No. Lookup Order requires an active internet connection to search for orders, scan tickets, and check in attendees.