Task · Orders

Remove a test order

Delete an order you placed to try the flow, or move it into test mode.

5 steps · About 2 minutes

1. Open the order from Orders

   Your eventOrders

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

2. Select Actions, then Remove test order…

3. Choose what happens to the order

   Delete this test order takes the order out of the event and puts its places back on sale.

   Move this test order to test mode copies the order into test mode first, so you can carry on testing with it there, and then takes it out of the event here. Pressing it creates your sandbox if you don't have one yet, and brings the sandbox up to date with your live account before the copy arrives.

4. Read what goes, then confirm

   The order, its tickets, its answers, its history and the record of the emails sent about it are deleted. Emails already delivered stay in their inboxes. Its places go back on sale. There is no undo.

   If the order was paid through Stripe or PayPal, the page names the payment, and a note with the order's reference and that payment stays behind. Opening the order's old address shows the note, so a payment in your Stripe or PayPal account can still be matched to what it was for.

5. If the order is still paid, refund or cancel it first

   A paid order can't be removed, whatever it was paid with. The page offers Refund or cancel… instead. Once the refund or the cancellation has gone through, come back and remove the order. A free or complimentary order is canceled first in the same way.

   This is for orders you placed yourself to test.

   An order from a real customer is canceled, not removed. Refund or cancel… keeps the record of what happened, which is what you want when a real person asks about it later. See Refund an order.

Remove several at once

Open Orders and press Select.

Tick the orders you want gone, then pick Remove test orders… from Actions.

The confirm step counts what will go and names anything it is leaving behind. An order that is still paid stays where it is, so refund or cancel those first and come back for them. If every order you ticked is still paid, the page says so and offers no button.

Removing several at once always deletes. To move an order into test mode, open that order and use its own Remove test order… step.

What the copy in test mode has

The copy has the order itself, the tickets it created, who it was for and every answer given, including any uploaded files. It points at the same event, ticket types and questions as the order did here, because your sandbox is a copy of your live account.

The copy has its own reference, which can differ from the one the order had here. Both codes appear on the note the removal leaves behind, and on the line the orders list shows straight afterwards.

The payment record stays in the live account. So does the order's history and the record of the emails sent about it.

Good to know

• The order's reference is never given to another order, so a payment carrying it always leads back to the note.
• If an invoice was issued for the order, it keeps its number, and the note names it. Open the invoice on the note shows it as it was issued. The next invoice takes the next number.
• A removed order leaves Reports and your headcount straight away.
• Moving an order into test mode never touches your live event's ticket quantities or places. Test mode counts its own places.
• In test mode, Clear test data removes every test order at once. See Try things out in test mode.
• The same action is available through the API as DELETE /api/v1/orders/{ref}, which deletes the order rather than moving it.