Removing tickets from an order can be done by your team, or by the attendee. If you'd like to empower your attendees to remove tickets from their orders, you can enable the Attendee Account Center.
Here is how you can remove tickets from an order.
Note: You'll need Report user permissions in order to edit orders. If you are unable to edit orders, you may want to contact your account owner to see about upgraded permissions.
From the Pages screen, select Orders
Search the name on the order you'd like to remove tickets from
💡Tip: You can search by first and last name, email address and order number (found on the attendee's receipt)
Click the Pencil icon to edit the order
Locate the ticket level(s) you'd like to remove tickets from and make your selection
NOTE: You are unable to remove all tickets from an order. If cancelling all tickets is your goal, you will want to Cancel the order.
If the change results in a refund, you will be prompted to Refund the card they originally paid with
You can choose Do not refund. Which means you'd be removing the tickets from the order, but would not issue a credit back to the ticket buyer's credit card
Note: If you choose Do not refund, an Admin Change Fee will be notated under details and will also be visible in reports so you can later reference the decision.
Send the attendee an updated confirmation email that will include the updated tickets as well as a custom message
Once you enter your custom message, click Save & Refund
Below you'll notice the ticket(s) listed as Cancelled. The cancelled tickets will be placed back into inventory for others to purchase
Under Transactions it will show the refunded amount listed in brackets with the status of Completed
Note: Your attendee should see the refund deposit into their bank account within 10 business days (depending on their bank)
At the bottom of the page, there is also an option to add an internal note. This is helpful for your team to reference in the future as to why the refund was issued
You did it! You removed the tickets form the order. Well done. 👏