When an Order has been created, you can find its page via the Orders Page on the left-hand side bar, the Search Bar, on a Reserved Seating Event in Box Office or through various linked pages.
Below is an image of an example Order, with further details below:
1. Summary Bar
a) The monetary value (£1,316.95 in the image) on the top left reflects the Value of the Order.
b) The buttons on top right function as follows:
Update Expiry - For incomplete Transactions, i.e. In Basket or Reserved Orders, this enables you to change the expiration time for the Order.
For In Basket or Reserved Orders that you want to edit, you'll need to update via this function first.Create Related Transaction - Typically, this is used for Customers with Complete Transactions that may want to add additional Tickets or Products. While it will create a separate Transaction, this function will help connect the two Orders.
Edit Transaction - For incomplete Transactions, you can return to adding/removing Items from the Basket.
c) The bottom row displays quick reference information:
Customer - The name and email address that is associated with the Order. Clicking on this will take you to their Customer Profile.
Status - The current standing of the Order. This can display as: Complete, Reservation, Expired or In Basket.
Created - The date and time the Order was initially created.
Reference - A unique Transaction Reference Number within Line-Up.
Channel - Reflects the Channel that the Order is currently active on if In Basket or Reservation. While for Completed Orders, it is the Channel it was completed on.
2. Timeline
a) Add Note on the top right will allow you to leave relative text to the Order so other Line-Up Users can see. This displays here on the Order page, but also in Reports with the relevant Field
b) Within the grey box, we see the actual timeline of the Order, which displays as most recent first:
Order completed - when the Balance was settled. Displayed here as Thursday 23 Oct, 2025, 11:00 am.
Transaction Note - The contents of the Note and when the Note was added to the Order, and by which Line-Up User. You can Edit and Delete via the buttons on the right.
Form responses last updated - when an answered Customer Form is detected, the date and time of their last update displays here, and which User completed the update. You can View responses via the hyperlinked text on the right.
Order created - the date and time of the Order was created, as well as the Line-Up User who did so.
NOTE - If the Order Created and Order Completed do not have a Line-Up User attached, this will mean the Order was done via the Website. We don’t store User details for these transactions because we use the Customer Name instead.
3. Order Details
a) The grey box contains more detailed information compared to the Summary Bar:
Sales Channel - the Channel that the Order was completed on. It may not reflect what the Channel was created on, as Channels can be switched during a Transaction.
Order Total - this is the Value of the Items in the Basket.
Lead Booker Name - if the Customer Details are different to other members of the group attending. Some Agents using the Line-Up API may use this to enter their own Reference Numbers.
Forms - Similar to the Timeline, you can Add/View Customer Form Responses if there are any detected.
4. Customer Details
a) Email Order, on the top right, is where can resend Email Templates and Tickets to the displayed email address below. See our Guide for more details
b) Customer Profiles can only have one Name and Email Address so these will always display according to their Customer Profile.
However, Customers may have multiple Phone Numbers and Postal Addresses, so these fields will display which are connected to this specific Order.
5. Items
The main body of this section is the Basket, which details the items in the Order. We have a Basket Guide to provide you with more details
