Canceled orders and abandoned checkouts are hidden by default in Orders and in Recent orders on the event overview. An abandoned checkout is an order whose buyer went to the payment page and didn't pay within half an hour.

To see them on their own, choose Filter, then Status, then the status you want.

Choose Any to include them with other statuses. When a checkout expires, its order is canceled. An unpaid bank transfer or invoice, an order you created and a converted quote are never abandoned, and they show as Pending until they're paid or canceled. Each order opens with its purchases, payments, and history.

Abandoned orders

Abandoned orders are listed only for buyers who saw “We may email you about this event” at checkout. That line shows while Collect emails from people who don’t finish registering is on in the event's Checkout settings. It starts off.

The top of Orders says whether you're collecting. Select Change beside it to switch it. Anyone who abandons their order while it's off isn't shown anywhere, not in Orders, search, an export or the API. The Abandoned view says how many of them there are.

You can message the people listed under Abandoned until the event ends. Anyone who pays for the event later, on any order with the same email address, is left out.

When the event ends, their names and email addresses are removed, and the orders stay under Abandoned anonymized. Anyone who abandoned their order while collecting was off has theirs removed once their checkout expires. Someone can also remove their own details sooner, from the page they reach by unsubscribing from your message. Each removal is listed on the Data protection tab of Activity.

Actions above the list holds the two things you can do to whoever is showing right now: message them, or export them. Both follow the filter, so narrow the list first and they narrow with it. New order appears beside them and always starts an order from scratch.

Message these people opens the message composer with the audience already made from what the list is filtered to. Status, ticket type and when it came in all come across. A search you typed in the box doesn't.

Source, payment method and discount code come across too. Filter by currency and Message these people isn't offered.

Tickets lists every ticket on the order, with the person holding it, the ticket type and its status. Selecting a row opens that attendee, which is where you change who holds a ticket or cancel it. Tickets whose type collects no attendee details are counted by type instead, and See these tickets lists them on the Attendees page. Ticket opens the page that attendee sees, in a new tab.

Every order opens with its Total, what's Paid and what's left To pay, with a line under them saying how the order was paid and when. On a card payment it names the card, as Visa ending 4242, which is the first thing a refund query asks for. The buyer sees the same card under their total, and it's printed on the receipt and the invoice.

Everything you can do to one order is under Actions at the top of that order. Open the buyer’s page shows the order the way the buyer sees it, in your event's look, in a new tab. It's the page their confirmation email links to.

For a paid order, choose Actions, then Resend order confirmation. You can see the recipient and the email, choose who it's from, and edit the subject and preview text.

Choose Add an optional note to open the note dialog. The note is written in the same box as a message, with formatting, and Insert adds the buyer’s name, their order reference or a link to their order. Save note updates the email in place. The note is included when you send this email and applies to this send only. The confirmation uses the current order and ticket details with the event’s email styling. If you send the same email again within two minutes, the buyer doesn't get a second copy. If you change the subject or the note, it's sent straight away.

The order reference is on the line under the name, and selecting it copies it.

Details at the foot of the page has the facts around the money. Booker links to their contact record, says when the order was placed, and counts the other orders that email address has on this event. Selecting that count searches Orders for their address.

go.tito.io/acme/summer-fetes-summer-fete/admin/orders

Waiting during checkout

Checkout needs JavaScript. If the site is busy, the buyer may need to wait. Checkout will continue when possible. If it does not, they can try again or change their selection. The wait does not hold tickets. The countdown shows when the site will check again.

Good to know

An order's History is the record of what happened to it.

Reassignments, refunds and the rest, each with who did it and when.

Tickets counts the tickets an order holds now, not the number it was placed for. An order with no tickets on it, such as an order for goods on their own, shows a dash.
CSV heads each column with the field name, for another system to read. Excel writes the headings out in full, to read yourself.
Each time in an export can have two columns: one in UTC, and beside it one in the event's timezone, which its heading names. Tito's starting points tick both. A selection you saved before keeps the columns it had.
A booker who changes a still-unpaid order before paying cancels the original, and a new one takes its place. Their link keeps working and opens the new order.
Refund orders on a selection refunds each of them in full, skipping anything that can't be refunded. The confirm page says how many it skipped.
Orders arrives in your sidebar once an order has money on it. A guest list you typed yourself and an invite-only event where everyone comes free both show Attendees instead. Add it from All features to have it sooner.

When Tito repairs a mismatched ticket count, it divides the recorded amount and tax between the kept and removed tickets. Complimentary tickets receive no paid amount.