Managing orders

Every sale — paid, free, POS or wire transfer, for tickets, class packs or your shop — lands in one place. Open Orders in the dashboard to see them all.

Find an order

The orders list shows each order with its buyer, event, amount and status. To narrow things down, filter by status (paid, pending, refunded, cancelled), by event, or by date. You can also search by the buyer's name or email when you're looking for one specific order.

The event column tells you what kind of order it is: the event name for a ticket order, Class pack for a pass, and Shop order for a purchase on your shop page. As soon as orders are waiting for delivery — shop orders or event orders with shipped extras — a X to ship button appears above the list (it opens the shipments worklist under Shop → Shipments) together with a delivery filter: To ship / hand over and Shipped / collected. The Kind filter next to it narrows the list to Event, Class pack or Shop orders.

Order numbers

Every order has a short order number such as #10042, counted per organisation in the order the sales came in. It is what buyers see on their confirmation and what you see in the list, on the order page and in exports — so it is the reference to use when a customer writes in. Type the number (with or without the #) into the search box to jump straight to the order.

The search box also accepts a payment reference: paste the tr_… id from your Mollie dashboard or the pi_… id from Stripe and Cleartix finds the matching order. Payments in Mollie and Stripe are described as "Event name · order #10042", so the two always line up. The Payouts page goes the other way: it shows which orders are inside each payout Stripe or Mollie made to your bank account.

Buyers paying by wire transfer are asked to put ORD-10042 (their order number) in the transfer's message, which makes matching incoming payments to orders straightforward.

What an order shows

Open an order to see its full detail page:

• The buyer — name, email and contact details.
• The line items — the tickets and any add-ons, with quantities and prices.
• Any discount that was applied.
• The payment method and status, plus the refund status.
• Each attendee's form answers.
• The source (tracking) — the promo link and UTM parameters the buyer arrived with, and the referring website.

Shop orders and shipped extras

A shop order has no event and no tickets: its line items are products, each with quantity, price and VAT rate, and a digital product shows its download counter and last download time (see Digital products). Any order with a delivery method — a shop order, or an event order whose extras the buyer had shipped — also gets a Delivery card:

• the shipping method (or Pickup for a pickup point) and the shipping cost;
• the shipping address and phone number for carrier deliveries;
• Download terms accepted — when the buyer ticked the consent checkbox for a download;
• once handled: shipped on, the carrier and the tracking code (clickable for carriers with a public tracking page), or collected on for a pickup.

The card's buttons are the same as on the worklist: Shipped (pick the carrier, paste the tracking code, the buyer gets the "your parcel is on its way" e-mail), Collected for a pickup order, Undo within 24 hours, Edit address before shipping (you confirm the change; the buyer is not notified automatically), and Packing slip for a PDF of this order. Working through many orders at once is easier from Shop → Shipments — see Shipping and handing over orders.

What you can do

From the order detail page you can:

1. Cancel the order.
2. Issue a refund for the whole order or selected tickets, or — on a shop order or shipped extras — Refund products: units per line, optionally a lower amount, put returned items back in stock and refund the shipping line. See Refunds & cancellations.
3. Mark a wire-transfer or POS order as paid once the money arrives — or book several at once from Book wire transfers (see below).
4. Expire a wire-transfer or POS order manually when the payment never arrives — the order is marked expired and the reserved tickets go back on sale. Especially useful when your wire-transfer setting keeps unpaid orders open instead of expiring them automatically.
5. Edit buyer or attendee details to fix a typo or a wrong email.
6. Resend the ticket email if the buyer can't find it.
7. Ship, mark as collected, correct the address or print a packing slip for an order with a delivery method (see above).

Booking wire transfers

Open Orders → Book wire transfers (the same list sits on your dashboard home) to see every order that is still waiting for a bank transfer, oldest first, with the bank message the buyer was asked to use (ORD-10042, or ORD-20260921-… for older orders), the buyer, the amount and the payment deadline.

Work through your bank statement with the search box: type any part of the message (10042, 483920), the order number, the buyer's name or e-mail, or the amount (260 or 260,00). Click Paid on the matching row — or tick several rows and use Book selected — and Cleartix marks the orders as paid, sends the tickets and logs who booked the payment. Orders past their deadline are flagged in red.

Reconciling with an AI assistant or the API

You can also let your AI assistant reconcile a bank statement: give it a screenshot, PDF or CSV export of your statement and ask "Book these bank transfers". The assistant matches every incoming payment against the orders still waiting for a bank transfer (or for an invoice to be paid) and shows you a proposal first:

• Matched — the payment message contains the reference or invoice number and the amount is right, or the amount and the payer's name fit exactly one order.
• Needs review — for example the right reference with a different amount (a partial payment or bank costs), several orders with the same amount, or two payments for the same order. You decide.
• Unmatched — income that belongs to no open order.

Only after you approve the proposal does the assistant book the orders as paid. It passes the amount received, so an order whose total no longer matches is not booked. Just like the Paid button, the buyer gets their tickets and the booking is recorded in the audit log. Integrations do the same through the REST API (POST /api/v1/orders/reconcile and POST /api/v1/orders/mark-paid).

Business orders and invoicing

Orders placed through business (B2B) checkout carry the buyer's company name, VAT number and billing address. In the orders list they show a B2B badge, and the Invoicing column tells you at a glance whether an invoice still needs to be issued:

• To invoice — a business order you haven't invoiced yet.
• Invoiced — you marked the invoice as issued.

Use the invoicing filter above the list to see every order that still needs an invoice — handy for a monthly accounting run. Mark an order as invoiced with the check button right in the list, or open the order and use Mark as invoiced, where you can also store the invoice number from your accounting package. Made a mistake? Undo invoiced clears the mark again.

The order detail page shows everything you need to draft the invoice: company name, VAT number, billing address, and whether VAT reverse charge applies. The CSV export includes the same invoicing columns and filter, so you can hand a filtered export straight to your bookkeeper. Better yet: connect your accounting package under Accounting integrations and invoices are exported automatically.

Exporting orders to CSV

Click Export CSV above the orders list to download your orders or tickets as a CSV file. The export dialog opens with the filters of your current view already selected, and lets you narrow further:

• Orders or tickets — one row per order, or one row per ticket (including each attendee's form answers).
• Status — any order status, including expired and invoice statuses.
• Order date — a from/to range, counted as whole days in your organisation's timezone. Leave either side empty for no limit.
• Payment method, buyer type and invoicing — the same filters as the list.

The Order ID column contains the same short reference (for example #3F2A9B1C) that you see in the dashboard and that your customers see on their tickets and payment instructions, so a row in the export matches what a customer quotes in an email. The full technical id is still available in the Order UUID column (and Ticket UUID in the tickets export) at the end of each row, for use with the API or when contacting support.

Moving a booking (timeslot events)

If the event uses timeslot booking, the detail page also shows the booked timeslot. Pick a new slot there and click Move booking: the tickets are regenerated automatically, the customer receives an updated confirmation, and the old slot becomes available for sale again.