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Guide: Order Details

The Order Details View brings the Transactions that make up an Order together on one screen and shows the current state of the Order.

This Guide will break down the Order Details View, in particular:

  • How to reach it

  • What the Header and Financial Summary show

  • What each of the four tabs does

Accessing the Order Details View

From the main Transactions page, or the Customer's Transaction history, hover over a Transaction and an Order button will appear.

Clicking this takes you to the Order Details View.

Order Details

Once clicked, the screen is split into two main areas:

  1. Header, including a Financial Summary

  2. Content Tabs

Header

This gives you the:

  • Order Reference (at the top of the page)

  • Customer name - click it to open a reduced Customer Profile in the drawer, showing their Transaction History and Customer Details. Click the three dot menu and Edit customer to open the full Customer Profile in edit mode. Click outside the drawer to return to the Order

  • Financial Summary of the Order contents:

    • Total - the net total value across all Transactions that make up the Order

    • Paid to Date - the total of all payments taken across all Transactions

    • Refunded - the total of all refunds across all Transactions

    • Balance Due - the total remaining to be paid across any Reservation currently sitting in the Order

  • Date the Order was created

Manage Order

Click Manage Order in the top right of the Order Details View to take an action across the whole Order:

  • Generate Barcode

  • Exchange

  • Refund

  • Create Related Transaction

  • Merge

When the Order contains multiple Transactions, Exchange and Refund let you select items from any of them in one go.

NOTE - If a Transaction is linked to an external system, the Box Office Settings pop-up will warn you that refunding it on Line-Up will not refund it on the external system.

Learn more - Guide: Refunds, Guide: Exchanges

Generate Barcode

Generates Barcodes for every item in the Order, in the same way as Generate Barcode on a single Transaction.

Learn more - Guide: Generating Barcodes

Merge

Combines another Order from the same Customer profile into this one.

  1. Click Manage Order and then Merge. The Merge Orders screen opens with the current Order shown on the right

  2. Use the dropdown to find the other Order - you can search by Transaction reference

  3. Select it and click Merge

  4. Accept the confirmation to complete the merge

NOTE - only Orders on the same Customer profile can be merged, and once merged they cannot be separated.

Exchanges, Refunds, downloads and resends all work on the merged Order as normal.

Shortcut Buttons

Next to Manage Order are shortcut buttons for common actions across the whole Order:

  • Download PDF (download icon) - opens the Download PDF window, where you choose the Delivery Method and select which Tickets and Products to include

  • Download PDF using default Delivery Method (printer icon) - immediately downloads a PDF of the Tickets using the default Delivery Method

  • Email (envelope icon) - opens the Resend Email window to resend an Email Template, with or without the Tickets attached

These work in the same way as the Transaction shortcut buttons.

Learn more - Guide: Download & Resend Tickets

Content Tabs

The Order Details View is organised into four tabs

  • Summary

  • Transactions

  • Correspondence

  • Notes

NOTE - The Order Details View does not currently include a Timeline tab. To see the history of an individual Transaction, open it from the Transactions tab and use its Timeline tab.

Summary Tab

An at-a-glance overview of the current state of the Order:

  • Live Order Summary Items

    • In Basket, Reservation, and Complete Ticket and Product Items

  • Key Order Details:

    • Performance and Ticket info, plus fees

    • Delivery Methods

    • Add Ons

    • Basket Discounts

    • Transaction Fees

    • Payment info

  • Totals

NOTE - If there are multiple Transactions within the entire Order, there will be a transaction reference number on each line of the following (if used for the Order), with a link to the transaction it's referring to:

  • Delivery

  • Add Ons

  • Basket Discounts

  • Transaction Fees

Because this view combines Transaction information across various statuses, use the Filter button to show only the parts of the Order you want to see. You can filter by:

  • Complete

  • Reservation

  • In Basket

  • Payment Started

  • Payment Processing

  • Expired

Transactions Tab

A list of every Transaction that makes up the Order. You can filter this list by:

  • Created At

  • Expires At

  • Closed At

  • Status

  • Delivery Method

  • Customer

Clicking a Transaction in the list opens it in a drawer from the right side of the screen:

Learn more - Guide: View & Manage a Transaction

Correspondence Tab

This shows all Emails related to every Transaction that makes up the Order.

You can filter this by:

  • Created At

  • Sent At

  • Customer

As with the Email Audit, clicking the three dot menu to the left gives you these options:

  • Resend Email

  • View Customer

  • View Transaction

    • Clicking this opens the relevant Transaction in a drawer from the right side of the screen.

  • View Email Template

Notes Tab

This shows the Transaction Notes from every Transaction that makes up the Order, with the Transaction each Note belongs to. The tab shows a count of the Notes in the Order; no count is shown when there are none.

To add a Note, click Add New Note on the Notes tab, or open the individual Transaction from the Transactions tab and use its Add Note shortcut button. Notes can also be edited and deleted from the tab.

Learn more - Guide: View & Manage a Transaction

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