Managing event orders, add-ons and refunds

Set up what you sell

Create ticket types inside Event Studio Ticketing. Create merchandise, parking, meals, camping, transport or other extras from Merchandise & add-ons. Each ticket and extra stays connected to its event, so orders, quantities and attendees are not mixed between events.

Use the Orders page

Open an order to check the purchaser, ticket holders, event items, payment totals and refund history. The purchaser paid for the order; attendees are the people named on its tickets. Use Resend confirmation when a guest cannot find their booking email.

Prepare add-on orders

Open Add-on orders to see paid merchandise and extras. Check the quantity, option, collection group and preparation note. Move each pass through Preparing, Ready to collect and Collected. The customer sees the same status in My Bookings. Use manual recovery only when their QR or Wallet pass cannot be used; check the booking and give a clear reason because the recovery is logged.

Manage refund requests

Open the original order before deciding. If you approve a request, select only the exact refundable tickets and check the calculated amount before confirming. If you decline, give the buyer a clear reason. A confirmed approval can return money through the original payment method. The refund is funded from your connected Stripe account, and a request is not complete until its status says completed. If a refund fails, no money has been returned; review the message and use the safe retry option once the cause is resolved.

Keep good records

Use the event-specific Orders, Add-on orders and Refunds pages when answering guests or reconciling sales. Do not use screenshots as the source of truth: the live order and refund status are the current record.