Modifying an order
The modify order feature allows admin users to make changes to completed, paid orders directly via the box office. This provides greater flexibility when managing customer requests, without needing to cancel and recreate orders.
How to modify an order:
1. Open the order you wish to edit, and click on Modify order to be directed to Box office.
2. Remove/add any tickets to the customer's order (tickets from other events can also be added to the customers order)
3. Process payment/refund
Updated basket view
When modifying an order, the basket has been enhanced to clearly display all changes before confirming. This includes:
- Original vs new quantities
- Items that will be removed from the order
- A clear summary of any additional payment required or refund due
This ensures full visibility of how the order is being updated before any changes are finalised.
Refunds and payments
If the updated order value is lower than the original:
The difference will be refunded to the customer’s account balance
These funds can be used by the customer for future purchases within the platform
If the updated order value is higher:
The additional amount will need to be paid before the changes are confirmed
Customer self-serve (optional)
Customers can also modify their own completed orders using this feature.
This is available as a self-serve option within their account when viewing an eligible order, allowing them to make changes without contacting support.
Control and configuration
Event organisers have full control over how the modify order feature is used. This includes:
- Setting cut-off dates for when orders can be modified
- Defining fee rules for modifications
- Controlling refund behaviour
These settings ensure the feature can be tailored to suit your event requirements. This can be done via Settings > Order Modification
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