To access the Manage Orders tab, you need to have permissions enabled within the "Box Office app" permissions in Users. If you only have access to Sell Tickets, the tab won't be displayed. 

Event Selector 

Choosing Your Event(s)

You can choose multiple events within the Box Office app. However, there are a few things to keep in mind:

• Selling Tickets: You can only sell tickets for one event at a time. This event is called your primary event.
• Manage Order: You can work with multiple events when managing orders. Your primary event doesn't matter here.

How does it work?

Choose your primary event first. This event will automatically become your primary event for selling tickets.

Any additional events selected will be available to interact with in the Manage Orders tab, but only the primary event will be able to sell tickets. You can also:

• Select multiple events: Check the box next to each event you want to include.
• Change primary event: Tap the pin icon next to the event you want to be your primary event.
• Remove primary event: Tap "remove" to clear your primary event.
• Start over: Tap "Reset" to clear all selected events.

You can observe these behaviors in this video.

Order Lookup

When accessing the Manage Orders tab, you'll see a list of your most recent orders. Each order is displayed as a card containing essential information:

• Event
• Order number
• Order Status
• Delivery method
• Customer name
• Email
• Number of tickets and type
• Total paid
• Purchase date
• Payment method
• Quick actions (e.g., pickup, refund, reissue) based on ticket status and delivery method.

Searching for an order

You can search for an order in two ways:

• Manually look up an order
• Use the Stripe reader to swipe, insert, or tap the customer's card.

Manual lookup

You can search for an order using the following information:

• Full Name (First Name + Last Name) exact match
• First Name - Brings up similar results
• Last Name - Brings up similar results
• Email
• Order number
• Last 4 digits of Order Number
• Ticket Number
  • Also old reissued ticket numbers
• RFID number / UID number
  • Also old reissued RFIDs/UIDs 
• Last 4 digits of CC
  • Note: Doesn't work for Apple Pay (or any digital wallet), since the real credit card number is masked, and we have no way to link it back to the order. 

The app uses a "fuzzy search" technique, that helps find results even if they don't match exactly the search term you enter. Its useful for dealing with typos, misspellings of variations in how a word is written.

Card reader lookup

You can also search by using the Stripe reader to swipe, insert, or tap the customer's card. You'll need to first tap on the card button, next to the search bar. This will trigger a modal that will allow the Stripe reader to start listening to any card you swipe, insert, or tap into it. 

Once the card is identified, the app will bring up all the orders (within the events selected) related to that card. 

Order info summary

When you look up an order, you'll see a summary card displaying the following details:

• Event
• Order Status: Based on ticket statuses
  • Success: If all tickets in the order are on purchased status
  • Partial Refund: If at least one ticket in the order is on refunded status
  • Full Refund: If all tickets in the order are in refunded status
  • Chargeback: If at least one ticket in the order is on chargeback status
  • Payment Plan: If at least one ticket in the order is on Layaway status

• Order number
• Delivery method: The primary delivery method for the order (note: some orders may have multiple delivery methods, so we only take the first one)
• Customer name
• Email
• Ticket breakdown: Number of tickets per type
• Total price paid
• Purchase date
• Payment method

You will also find indicators for number of tickets scanned and number of tickets picked up for Will Call orders.

Quick Actions

Order summary cards include quick actions for common tasks:

• Pick Up
• Reissue
• Check-in - Only available for single day events
• View Order Details - Access a detailed view of the order for more options

Available actions depend on the ticket status and delivery method.

Quick Action: Will Call Pickups

Pick up is based on Will Call tickets to fulfill either a printed boca ticket or an RFID band. The "Pick Up" option is available when:

• All tickets in the order have Will Call as a delivery method
• All tickets in the order are on purchased status

If these conditions are not met, the "View Order Details" option will be displayed instead. You can then take actions on individual tickets within the order details view.

Quick Action: Shipped Reissues

Reissues are based on shipped tickets to fulfill either a printed boca ticket or an RFID band. Pick Up as a quick action is displayed when:

• All tickets in the order have Shipped as a delivery method
• All tickets in the order are on purchased status

If these conditions are not met, the "View Order Details" option will be displayed instead. You can then take actions on individual tickets within the order details view.

Quick Actions - Order fulfillment options

Tickets can be fulfilled as printed tickets or RFID bands based on system settings. You can find this settings at Client / Event settings -> Manage Orders Settings -> Fulfillment Format.

All clients and events are automatically set to Print Now after creation. You can change this setting if needed at client or even level. Event will always override client level.

Order Details

When you tap on "View Order Details", you'll see a more detailed breakdown of the order. This is divided in two sections:

• Order Section
• Tickets Section

Order Section

When you are at the order section, you'll see information about the order, the transaction, and the available actions. Actions that you can take depend on the order status and the delivery method for each ticket. You will see:

Order information available

• Event
• Order Status: Based on ticket statuses
  • Success: If all tickets in the order are on purchased status
  • Partial Refund: If at least one ticket in the order is on refunded status
  • Full Refund: If all tickets in the order are in refunded status
  • Chargeback: If at least one ticket in the order is on chargeback status
  • Lyte: If any ticket in the order is on:
    • Purchased - posted on Lyte
    • Purchased - transferred through Lyte
  • Payment Plan: If at least one ticket in the order is on Layaway status

• Order number
• Customer name
• Email
• Ticket breakdown: Number of tickets per type
• Total price paid
• Purchase date
• Payment method

Order actions available

You can perform order actions that will affect all the tickets within the order. The available actions depend on the following conditions:

• Order status: All tickets must have the same status.
• Delivery method: All tickets must have the same delivery method.

If these conditions are not met, there won't be any available action at the order level. Possible actions:

• Pick up (or Picked Up)
• Check-in - Only available for single day events
• Re-issue
• Re-print
• Re-send
• Refund
• Void

Picks ups and Re-issues for shipped orders work same as described above in the quick actions section.

Reissues

Reissues will follow the fulfillment format set up at the settings screen. These are the current behaviors for a reissued ticket based on the delivery method:

Refunding an order

To refund an entire order using the Box Office app, the following conditions must be met:

• Refund permissions: You must have "Allow to refund" permissions enabled in Legacy.
• Order status: All tickets must be on "purchased" status and have the same delivery method.

If these conditions are not met, the refund button will be disabled, and/or a message indicating that order actions are unavailable will be displayed.

Refunds from the Box Office app are for the full amount paid. Partial refunds are not supported.

Tickets Section

When you are at the ticket section, you'll see information about each ticket listed and the available ticket actions.

Ticket information available

• Ticket Status
  • Purchased
  • Refunded
  • Chargedback
  • Purchased - posted on Lyte
  • Purchased - transferred through Lyte
  • Layaway: If the ticket in the order is on a Payment Plan that owes money
  • Void

• Order number
• Customer name
• Email
• Ticket breakdown: Number of tickets per type
• Total price paid
• Purchase date
• Payment method

Ticket actions available

You can perform ticket actions that will affect only the ticket selected. The available actions depend on the following conditions:

• Ticket status
• Delivery method

Possible actions:

• Pick up (or Picked Up)
• Check-in - Only available for single day events
• Re-issue
• Re-print
• Re-send
• Refund
• Void

Actions will also follow the same rules as the order actions, but for ticket level.

Ticket Pause

You can also pause and unpause a ticket:

When a ticket is paused, this means that no actions can be taken on the ticket. Also, the ticket won't be able to be scanned through any of the See Tickets apps (or WRSTBND portals).

Ticket Audit

Each ticket has a ticket audit button available. All actions performed from the Box Office app will load the date performed and the user that performed the action

• Scan
• Pick up
• Reissue
• Refund
• Void
• Ticket Swap
• Pause
• Unpause

Note: Some actions taken on the legacy system won't be displayed here, or will be missing specific parts of the info (like user or timestamp).

Pick up Mode

Pick up mode will be activated with the toggle next to the search bar, on the order look up section. Within the pick up mode you will have 2 sections:

• Auto Pick up
• Ticket Swap

Auto Pick up

This will automatically create a faster loop to pick up Will Call tickets presenting a credit card and fulfilling them based on the setting set up at the fulfillment format in the settings screen.

1. Tap on the Card Reader button
2. Tap on the reader the credit card associated to the purchase
   • If more than one order is associated to the card, you will be able to choose which order do you want to fulfill.
   • If the order has already been fulfilled you can go to order details for more info.
3. If there's only one order associated to the card, the app will automatically display the set up fulfillment method.
4. After fulfillment is done, you can tap the Card Reader button again to re-start the process.

Ticket Swap

This is an RFID only feature. When you tap on the Ticket Swap tab, the app will already be waiting for you to input a ticket number. In a regular scenario, you should be able to scan it with the USB scanner, which will prompt the RFID fulfillment modal view for that ticket.

You can also copy/paste a ticket number, and if it exists, you can fulfill it.