Orders

Orders is the record of every purchase made on an event: who bought, what they bought, what they paid, and which tickets came out of it. It is also where a refund is issued.

There are two screens. The list shows every order, ten at a time. Clicking a row opens the detail screen for that single order, which is the one that can act.

The sidebar row is not tied to the Sway Tickets switch, so it stays available on an event that is not currently selling through Sway.

Open the orders list

1. Open Manage, then click your event.
2. In the left sidebar, click Orders, under the Tickets & Shop heading.

If your account can open the event but not its orders, the two screens tell you so differently. The list is unhelpful about it: it shows a generic An error occurred heading, and the sentence explaining it is written in French whatever language you are reading the admin in. It is the same message a network failure produces, so it does not actually tell you a permission is missing. The order detail screen is explicit, and answers Access denied with a line saying you lack the permissions needed to view that order.

Either way, someone who administers the event has to grant it, see Permissions. Read access is enough to browse orders and open them. Copying an id or an address from the list, and every action on the detail screen apart from the two receipt buttons, need the higher level.

Read the list

A green N ✓ next to the ticket count is the number already scanned at the door. In the Discount column, a percentage coupon shows its percentage underneath the code; a fixed-amount coupon shows a dash there, since there is no percentage to state. The full amount taken off is on the order itself.

Status and origin

Status is one of Paid, Completed, Succeeded, Pending, Refunded, Failed, Canceled, Cancelled or Expired.

Two pills change that picture:

• A Comp pill replaces the status entirely. The order was a guestlist complimentary ticket, issued for free, so there was never a payment to succeed or fail.
• A Presale or Private code pill sits next to the status rather than replacing it. Where an order came from is a separate question from where it got to, so both are shown. Ordinary public sales carry no origin pill.

Reveal a buyer email

Addresses are masked by default, so a customer list cannot be read off your screen by someone walking past.

1. Click the eye icon in the Email column header. Its tooltip reads Show emails.
2. Read what you need, then click it again, now Hide emails.

The choice lasts as long as you stay on the page and resets on your next visit.

Move through the pages

The list loads ten orders at a time and fetches the next ten from the server, so the count under the table is the real total for the event, not the number on screen. Use the arrow buttons at the bottom right, or Previous and Next on a phone.

Export to CSV

1. Click Export CSV in the top right of the list.
2. The file downloads immediately. No dialog, no options.

The six columns are the order reference, the status, the buyer email, the amount, the currency and the date. The amount follows the same net basis as the Total column.

Open one order

Click any row in the list. The detail screen is titled Order Details and is laid out as a wide column of cards with an action panel on the right.

The summary card

General Information carries the Order ID, the Status, the Buyer Email behind its own eye toggle, the Created at time, the Total amount, the Currency and the Payment provider.

When no coupon was used, a second line reads Calculated: followed by the total rebuilt from the line items. It is a cross-check against the amount the payment provider actually charged. When a coupon was used, the card shows the pre-discount subtotal struck through with the amount paid underneath instead.

Above those fields, a banner appears when there is something to say about the order:

That last banner is a read-out. It reports a refund; it does not perform one.

The products breakdown

Ordered products lists what was bought, one row per ticket type, with Qty, Total tickets (higher than the quantity when one purchase yields several tickets), Unit price and the line Total.

The footer is the money in full: Subtotal (tickets), then Fees, then, when a coupon applies, Subtotal (before discount) and the Discount line, and finally the Total actually charged.

Work with the tickets

The Tickets card lists every ticket the order produced, with its short id, its product, its Holder and its status. Holder names and emails are masked until you click the eye icon in the Holder header.

Ticket statuses are Valid, Scanned, Refunded, Cancelled and Swapped. A swapped ticket names the person it went to underneath. A ticket that arrived by resale carries a Resale badge next to its id.

Four actions sit at the end of each row, all of them needing the higher permission level:

• View QR code opens the code the door scanner reads.
• Resend email sends the ticket again to its holder. It is unavailable when the ticket has no holder email, and the tooltip then says so and tells you to set a recipient first.
• Edit holder email corrects the address on a single ticket. The dialog refuses anything that is not a valid address, and the change takes effect as soon as you save.
• Cancel ticket invalidates that one ticket.

Cancelling asks you to type Cancel into the confirmation box before the button becomes usable. It does not move any money.

Which of the four you actually get depends on the ticket's status. View QR code is always there. Resend email and Edit holder email disappear from tickets that are already refunded, cancelled or swapped. Cancel ticket is stricter than both: it shows only while the ticket is Valid, so it also disappears the moment the ticket is scanned. A ticket that has been through the door cannot be cancelled from this screen at all.

The activity trail

Activity merges two histories into one timeline, most recent first: the order's own events (created, updated, refund processed, cancelled) and every email Sway sent about it. Each email shows its kind, whether it was Sent, Pending, Processing or Failed, which ticket it concerned, and, when it failed, the reason.

Refund an order

Refunds are issued here, from the Order Actions panel on the right of the order detail screen. Nowhere else in the admin does it.

The Refund order button appears only while the order is Paid or Completed and something is still refundable. Otherwise the panel says there are no actions available and names the current status.

1. Click Refund order.
2. Choose how much to return, with the three buttons at the top of the dialog:
   • Refund all returns the full remaining ticket amount.
   • By amount takes a figure you type. Remaining refundable underneath is the ceiling, but typing more than it does not bring your figure back down to it. Confirm is simply disabled until you lower the number yourself. Zero is refused the same way.
   • By tickets lets you tick individual tickets and returns what those cost.
3. Check the summary. It lists the ticket price, the discount if there was one, the Service fees (non-refundable) struck through, and Refunded to customer, which is the figure that will actually leave your account.
4. Click Confirm.

Sway sends the buyer a refund notification, and the refund appears in the Activity trail and in the banner on the summary card.

What a partial refund leaves behind

Returning part of an order does not close it. The order stays Paid and the button stays available, so you can refund again later, up to what remains.

Which tickets stop working depends on how you refunded:

• By tickets invalidates only the tickets you selected. The rest stay valid and still scan at the door.
• Refund all, and By amount once the whole ticket value has been returned, invalidate every ticket on the order and move it to Refunded.
• By amount for less than the full value leaves every ticket valid. The money is back with the buyer, and they can still walk in. Use By tickets when the point is to stop someone entering.

Send a receipt or a confirmation again

The same panel carries two more blocks.

Under Email, Resend confirmation email sends the order confirmation to the buyer again. It is present only when the order has a buyer address and has not been refunded or canceled, since there is nothing useful to confirm after that.

Under Export & Print, Download PDF receipt downloads a receipt file, and Print receipt opens your browser's print dialog on a receipt laid out in the page. Both exist in French and English only. Run the admin in any other language and they fall back, and not even to the same one: the downloaded PDF comes out in French, the printed page in English. Neither needs the higher permission level: anyone who can open the order can take a receipt from it.

Where the rest lives