Once you start accepting orders and processing transactions, each one is assigned a status. This article covers every order status and transaction status you may see in your account and what causes each one.
Note: Once an order or transaction is placed, the order or transaction cannot be deleted out of TicketSpice. We recommend using filters to remove any orders or transactions from a view or export as needed.
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Order Statuses
An order status describes the state of the ticket buyer's overall order. This section walks through each order status.
Abandoned
An Abandoned order means the order remained Pending for at least 12 hours. This order was not successfully completed, and their card was not charged.
Abandoned orders cannot be deleted and cannot be re-run
A ticket buyer will need to place a brand new order
Any tickets that were being held by the order are released back into your available inventory when the order moves to Abandoned
Canceled
A Canceled order means a user canceled the order.
Canceled tickets are released back into your available inventory
A canceled order cannot be re-charged, so the ticket buyer will need to place a new order if they change their mind
Note: Canceling an order does not automatically issue a refund. If you issue a partial refund, provide a voucher, or cancel the order without a refund, you will still receive the funds from this order.
Review the order’s transactions to see the exact amount refunded to the ticket buyer.
Completed
A Completed order means the order was successfully submitted and tickets were issued, reducing your available ticket inventory. If the order included a payment, the card was successfully charged.
Pending
A Pending order means the ticket buyer attempted to submit their order but it did not successfully go through, and their card was not charged. An order will stay Pending for 12 hours and then change to Abandoned.
A Pending order will never move to Completed. It can only move to Abandoned
Pending orders cannot be deleted and cannot be re-run
Pending orders reduce your available inventory until the order moves to Abandoned after 12 hours
A ticket buyer will need to place a new order
Pro Tip: Here are some common reasons an order might have a Pending status:
The card declined for some reason (most common)
The ticket buyer mistyped their card details or billing address
Their bank declined the charge or the account had insufficient funds
The selected item sold out before checkout was completed (especially common on fast-selling events)
Note: When an order fails for a reason other than the payment itself, such as inventory running out, our system doesn't attempt to process the transaction. As a result, the order may appear as Pending in your orders, but no corresponding transaction will appear for the order.
Pending Final Payment
A Pending Final Payment order means the ticket buyer placed their order on a payment plan and still has a remaining balance on their order.
Tickets included in a Pending Final Payment order are reserved and reduce your available ticket inventory, but are not yet issued to the buyer
The remaining balance is automatically charged according to the payment schedule
After the final payment is successfully collected, the tickets are issued to the buyer and the order status changes from Pending Final Payment to Completed
Pending Offline
A Pending Offline order means the order was successfully submitted, but you have not yet received the ticket buyer's offline cash or check payment.
Tickets included in a Pending Offline order are reserved and reduce your available ticket inventory
Once you mark their payment as received, the tickets are issued to the buyer and the order status changes from Pending Offline to Completed
Pro Tip: Add clear offline payment instructions to your page so ticket buyers know where and how to send their offline payment. Without them, ticket buyers frequently reach out asking where to pay, which delays the process of receiving your funds.
Pending Transfer
A Pending Transfer order means the ticket buyer started transferring one or more tickets to another person, but the recipient has not completed the transfer. Ticket buyers can initiate transfers when the ticket transfer feature is enabled.
The original order and the tickets being transferred display a Pending Transfer status
Tickets in a Pending Transfer status do not display QR codes and cannot be scanned
The status remains Pending Transfer until the recipient completes the transfer
Pre-Registered
A Pre-Registered order means an interested ticket buyer reserved tickets without being charged
Tickets in a Pre-Registered order are reserved and reduce your available ticket inventory, but are not yet issued to the buyer
After a user on your account completes the order, the card is charged, the tickets are issued, and the order status changes from Pre-Registered to Completed
Transferred
A Transferred order indicates that this original order was transferred to another recipient. When a recipient receives and completes a transfer, the original order's status changes from Pending Transfer to Transferred, and the new recipient's order appears as Completed.
Transaction Statuses
A transaction status describes the state of an individual payment attempt tied to an order. A single order can have more than one transaction, such as a payment plan order or an order that was refunded. This section covers each transaction status you may see.
Canceled
A Canceled transaction means the transaction encountered a system error and was unable to complete, so it was canceled.
Completed
A Completed transaction means the transaction was successfully processed by the payment processor. The charge or refund was successfully processed.
Declined
A transaction has a status of Declined if the transaction was not accepted by the payment processor or the issuing bank. Here are the most common reasons a transaction is declined:
The form of payment was not accepted
The ticket buyer mistyped their credit card details, such as the CVV, zip code, billing address, or card number
The ticket buyer had insufficient funds
The issuing bank flagged the charge as fraud
The transaction exceeded the fraud risk score threshold
Note: A declined transaction cannot be deleted or re-run. Click here to learn how to look up why a transaction was declined.
Gateway Error
A Gateway Error status means the payment could not be processed, typically because of a connection issue or delay with the payment processor.
Pending Offline
A Pending Offline transaction means an offline cash or check payment has been recorded on the order, but you have not marked the payment as received. Click here to learn how to mark a transaction as received.
Pending User Action
A Pending User Action transaction means that TicketSpice created the order but the ticket buyer must complete an additional step before the payment can be processed. This most commonly happens when:
A ticket buyer must verify the payment with their bank, which is common for international purchases
A Box Office buyer must tap or insert their card at the card reader
Note: A Pending User Action transaction moves to Declined after 30 minutes if the ticket buyer never completes the required action. This releases any held inventory.
Processing
A Processing transaction means the payment was created and is being sent to your payment processor. If a transaction remains Processing for more than 24 hours, contact us so we can investigate.
Server Error
A Server Error transaction means the payment failed because of an issue outside the payment processor. If you see this status, take a screenshot and contact our support team for assistance.
Voided
A Voided transaction means the payment was canceled before it finished processing and settling. Completed transactions can typically be voided within 24 hours. Because the payment had not yet settled, the transaction appears as Voided rather than Refunded. Offline payments also appear as Voided when you refund the transaction.
FAQs
Can I manually move an order out of a Pending status?
Can I manually move an order out of a Pending status?
No. Pending orders move to Abandoned on their own, and there is no way for you or our support team to complete them. The ticket buyer will need to place a new order.