With TicketSpice, you can easily update existing orders by adding or removing tickets, merchandise, or add-ons. You can also edit other details like the ticket date or time slot. If your changes result in an additional charge or refund, you can choose to charge the card on file, use a new card, override the amount, or take no action. You also have the option to notify the ticket buyer about the updates. This article will walk you through each step to edit your ticket orders quickly and efficiently.
Note: In TicketSpice, each active order must include at least one active ticket. If you want to remove all tickets from an order, we recommend canceling the order. Click here to learn how to do so.
Pro Tip: You can also turn on the Attendee Account Center to allow ticket buyers to edit their own order(s). Click here to learn how to enable this feature.
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Edit a Ticket Order
Pro Tip: You can easily filter your orders by status, page, and date. This allows you to quickly narrow down your orders and find the information you need. You can also use the search bar to locate a specific order.
Note: Any actions applied on your live page will also take effect when editing an order. For example, if your page hides your VIP ticket level on Mondays, this ticket level will not appear when a Monday date is selected.
If you want an admin to have the ability to make certain edits, but do not want your attendees to select these options, we recommend setting up an admin use only field. Click here to learn how to set this up.
From the top menu bar, select the Orders tab
Search for the order ID, name, or email in the search box
Click the pencil icon next to the order you want to edit
Edit your order
If your edits result in an upcharge or refund, choose how to handle payment
If your edit(s) result in an upcharge, you can charge the saved card on file, charge a different card, or choose not to charge for the changes
If your edit(s) result in a refund, you can refund the saved sard of file or to skip issuing the refund for these changes
Click Send Updated Confirmation to send an updated confirmation email to the ticket buyer with their new order details. You can include a custom message at the top of the email, and the ticket buyer's updated information will automatically populate below this message
Save your order
Pro Tip: When a change results in an upcharge or refund, the new transaction will appear under the Linked Transactions section on the order. You'll see details including the transaction date, source, payment method, status, and amount. Charges display as regular dollar amounts, while refunds appear in brackets. To view full transaction details, click the eye icon next to the transaction.
Note: If you override an upcharge or refund but do not charge or refund the buyer for these changes, TicketSpice will record the overridden amount in the Additional Items section of the order. A line item called Admin Override will show the date of the override and the corresponding amount.
Edit a Ticket Date and or Time Slot
On a date-based page, you can easily update the ticket date or time slot for which your tickets are valid. This allows you to adjust orders if an attendee needs a different date and time.
Note: Any actions applied on your live page will also take effect when editing an order. For example, if your page hides the 10 AM time slot on Thursdays, that time slot will not appear when a Thursday date is selected.
If you want an admin to have the ability to make certain edits, but do not want your attendees to select these options, we recommend setting up an admin use only field. Click here to learn how to set this up.
Pro Tip: In TicketSpice, available dates are shown in green, while unavailable or sold-out dates appear greyed out.
From the top menu bar, select the Orders tab
Search for the order ID, name, or email in the search box
Click the pencil icon next to the order you want to edit
Adjust the date or time slot for the ticket(s)
If your edits result in an upcharge or refund, choose how to handle payment
If your edit(s) result in an upcharge, you can charge the saved card on file, charge a different card, or choose not to charge for the changes
If your edit(s) result in a refund, you can refund the saved sard of file or to skip issuing the refund for these changes
Click Send Updated Confirmation to send an updated confirmation email. This email will include the buyer's new tickets. You can include a custom message at the top of the email, and the ticket buyer's updated information will automatically populate below this message
Save your order
Note: If an attendee brings their original ticket(s) instead of the updated ones, the TicketSpice Scanning App can still scan the tickets. When scanned, the app will display the most current ticket information.
Add or Remove Merchandise
You can easily add or remove merchandise from an order in TicketSpice. Whether an attendee wants to purchase additional items or return products, updating an order ensures that their merchandise selection is accurate.
From the top menu bar, select the Orders tab
Search for the order ID, name, or email in the search box
Click the pencil icon next to the order you want to edit
Add or remove merchandise from your order
If your edits result in an upcharge or refund, choose how to handle payment
If your edit(s) result in an upcharge, you can charge the saved card on file, charge a different card, or choose not to charge for the changes
If your edit(s) result in a refund, you can refund the saved sard of file or to skip issuing the refund for these changes
Click Send Updated Confirmation to send an updated confirmation email to the ticket buyer with their new order details. You can include a custom message at the top of the email, and the ticket buyer's updated information will automatically populate below this message
Save your order
Add a Custom Admin Charge or Refund to the Order
Adding a custom admin charge or refund allows you to manually adjust an order when there isn’t a corresponding option available on your ticketing page. This is useful for unique or one-off situations where you need to apply an additional charge or issue a refund outside of the normal options your page provides.
From the top menu bar, select the Orders tab
Search for the order number, name, or email in the search box
Click the pencil icon next to the order you want to edit
Scroll to the bottom of the page
Under Additional Items, click Add Item
Add a description of the charge
Add the charge. Enter a positive number to add an additional charge, and enter a negative number (-5) to give a custom refund
Choose the payment method for the charge or refund
Click Send Updated Confirmation to send an updated confirmation email to the ticket buyer with their new order details. You can include a custom message at the top of the email, and the ticket buyer's updated information will automatically populate below this message
Click Save
Add a Note to an Order
In TicketSpice, you can quickly add notes to orders to keep track of important details, such as when and why a customer requested an edit. Notes are a great way to document communication, changes, or any other relevant information for future reference.
From the top menu bar, select the Orders tab
Search for the order ID, name, or email in the search box
Click the eye icon next to the order you want to edit
Scroll down to the bottom of the page
Under the Notes section, click Add Note
Add your note
Click Save Note
FAQs
How do refunds work with offline payments in TicketSpice?
How do refunds work with offline payments in TicketSpice?
For orders paid via offline methods, TicketSpice does not automatically return funds to the ticket buyer, since no payment details were collected. Refunding an offline transaction in TicketSpice will update your reports to show that a refund was issued, but any actual payment must be handled separately by your event.
What happens if I remove tickets from an order, but choose not to refund?
What happens if I remove tickets from an order, but choose not to refund?
If you remove tickets from an order without issuing a refund, TicketSpice will mark the tickets as "Canceled," but no refund will be applied to the order.
I edited an order without issuing a refund at the time, but now I need to refund the ticket buyer. How can I process a refund for an order that's already been edited?
I edited an order without issuing a refund at the time, but now I need to refund the ticket buyer. How can I process a refund for an order that's already been edited?
To issue a refund after the order has been edited, we recommend processing the refund through the Transactions screen. Click here to learn how to do this.
What user permissions are needed to edit an order?
What user permissions are needed to edit an order?
Users with Reporting permissions for a page can edit orders. If you cannot edit an order, we recommend reaching out to an account administrator and asking them to give you these permissions.