Orders Management – TixTrack

From the Nliven admin home page, hover over the "Orders" tab in the left-hand navigation menu. Click “Orders List" to access Order information or "Saved Baskets" to monitor reservations (further details are provided on the Saved Baskets Process - Group Sales and Individual Sales page).

Orders List

Orders created from all Sales Channels including the Web and Point Of Sale (POS) purchases made through the "Sell Tickets" tab, will populate in the "Orders List". All confirmed sales are recorded here. Exchanging, cancelling and adding to orders are all done within the ”Ordesr List” section.

To view the details of an individual Order or make changes, click on the blue alphanumeric order ID hyperlink.

For every order displayed in the "Orders List" tab, you are presented with the following information.

The Order ID/Details: A clickable Alphanumeric order ID, the event name and venue.
Customer name: Contact email.
Event date: and time
The Delivery Method: Print At Home, Point of Sale etc. and the number of tickets.
Sales Channel: Web, Box Office etc.
Order Status: Accepted or Cancelled.
Number of Tickets: Quantity.
Total: Cost of the order.

The Orders List can be filtered, downloaded as a CSV, or sent as a scheduled report. These options are presented at the top of the page. For further details on the "SFTP" scheduled reports delivery method, visit the Edit FTP Settings & Schedule Data Export page.

Manage an Order

After you click on the blue alphanumeric order ID hyperlink, you will be taken into a detailed Order record.

Here you can access the following tabs: Details, Payments, Activity, and Tickets.

The “Cancel Order” button is visible on the top right-hand side of the screen. This button appears on all tabs.

The "Actions" button at the top of the page allows you to "Email Order Confirmation", "Email Tickets", "Email Admin Order Confirmation" (configured in "Order Email Addresses" fields at the "Venues" tab, further details are provided on the Create/Edit a Venue page), "Exchange Order", "Edit Scheduled Delivery" for tickets that have not yet been delivered, or "Mark as Delivered".

The "Exchange Order" option from the order's "Actions" drop-down menu can only be utilized for accounts using primary ticketing system Nliven, AudienceView, Enta, Ticketmaster Host, or Telecharge (although the order will need to be manually adjusted in TM Host or Telecharge).

Cancel Orders

To cancel the entire order, click the "Cancel Order" button on the top right-hand side of the page on any tab.

Choose to return tickets to "Status when sold", "Open", or "Hold".
- Clicking the “Hold” option will populate a drop-down menu that must be filled with the appropriate hold.
Click the red “Proceed” button.

After cancelling the order, you will be presented with a "Refund Order" modal.
Selecting "Refund" will take you to the "Payments" tab of the order. Click on the blue refund link under the Actions column on the right-hand side of the page.

A "Refund Payment" box will appear. Here you can choose to refund the full amount or a lesser amount. Enter the amount and click the blue "Refund" button.

Refunding a Disputed Charge

When a refund is initiated in Nliven for a charge with an open dispute, the system will send an API call to accept the dispute and thus "refund" the customer. The refund is then confirmed in Nliven.

However, there is a delay between when a dispute is opened and the information is reflected in Nliven. In the case where a refund is attempted before Nliven has been updated, a user will encounter an error: "The current charge is being disputed, but the record is not available in the Nliven database at this time."

The user is advised to wait a few hours, then try to issue the refund again. If the user continues to encounter the error after a prolonged period of time, they should contact Nliven support.

Exchange Orders

“Exchange Order”: is accessed from the “Actions” drop-down menu at the top of the page on any tab. The exchange process mirrors the current Nliven Sell Tickets (POS) flow (further details are provided on the Sell Tickets (POS) page) but allows the user to decide what to do with the original tickets and how to make the payment for the new Order items at the checkout page.

An exchange will result in a new order being created, the original order being cancelled, and an updated Order Confirmation email being sent to the customer. After an exchange, an Order hyperlink will be added to the "Notes" tab of the order (described below) on both the original order (linking to the new order) and the new order (linking to the original order).

Note: "Exchange Order" should only be utilized if the entire order is being exchanged from one Event to another Event. Partial exchanges from one event to another under the same Event Template/series will need to be carried out through the "Add Order Item" functionality described below.

When using the “Exchange Order” option, you will be taken to the Event seat map.
A blue band (shown above) will appear at the top of the screen to notify you that you are modifying an order.
Select the Event and new seats you would like to conduct the exchange for.
Click the blue “Exchange Tickets” button to be taken to the basket page and proceed to checkout with the exchange.
In the basket, you can select what you would like to do with the previous order ie, return the seats to the original status, return to open inventory or hold.

Note: After an exchange has been made, an updated Order Confirmation email must be triggered manually. Select “Email Order Confirmation” from the “Actions” drop-down menu. Detailed information can be found in the “Sent Communication” section below.

Check if an email confirmation for the new order has been sent by checking if there is a record of it in the “Activity” tab under “Sent Communications”.

Refresh the screen. The new tickets will be delivered according to the Delivery Plan used for the Event.

Edit Scheduled Delivery of Orders

To edit the scheduled delivery date of tickets on an order that has not yet been delivered, select the "Edit Scheduled Delivery" option from the "Actions" drop-down menu.

Select a delivery date and time then click "Save".
This feature is only functional for orders with delivery methods Email, Print at Home, or API.
If tickets have already been delivered, you will receive an error message.

Order Details Tab

When you access an order, you are taken to the "Details" tab.

Here you will be presented with the following sections.

Order Info: This includes Order status, seller info, tickets delivered date.
Customer Info: This includes a blue Customer ID hyperlink. Click on the link to access the associated customer’s record. Click "Edit" to modify customer info on the order. More details on Customers can be found in the Customers Management page.
Order Summary: This includes Order item payments and an Order balance breakdown. This is where you will access information on the tickets, Products, and Fees allocated to an order.

Order Items Table

To take action on any ticket, Product, or Order level Fee, click the check box to the left of the item in the Order items list. Check the box at the top left-hand side of the table to select all tickets, Products, or Order Fees in the list.

Once the tickets, Products, or Order Fees have been selected, click the "Actions" drop-down menu in the top right-hand corner.

To remove an Order item: Click the "Cancel" option from the drop-down menu.

For tickets, you can choose whether to cancel and return the ticket(s) to "Status when sold", "Open", or "Hold”. Clicking this option will populate a drop-down menu that must be filled with the appropriate hold.
When cancelling Products or Order Fees, you will be asked if you are sure you would like to cancel the item.
After cancelling the Order item(s), you will be presented with some information on "Order Items Cancelled" and the corresponding transaction balance.
To be taken directly to the "Payments" tab of the order to refund, click the blue "Refund" button (further details on the "Payments" tab detailed below). Note: Voided order items will appear in their own "Tickets", "Products", and/or "Order Fees" tables at the bottom of the page.

To change the Sale Type of a ticket: Select the "Change Sale Type" option from the drop-down menu. Details on Sale Types can be found in the Create/Edit Seat Settings - Holds, Seat Alerts & Sale Types page.

Select a Sale Type then click "Apply".
Changing the Sale Type will void the Order item and add it back to the Order with the correct Sale Type all in the same step.
Note: If more than one Sale Type does not exist in your Nliven account, this option will not appear.

Add New Order Items

Add a new Order item to an existing Order: Here you can add additional tickets or Products to an Order. This option is not functional for events externally controlled by primary ticketing systems other than Nliven.

At the Order Items table, click the “+Add Order Item” button.

You will be directed to the standard Sell Tickets/POS map.
A blue banner will appear informing you that you are modifying an existing Order, including the Order ID.
When selecting additional seats in the map, the original tickets on the order will display as a reference with a dotted outline around them.
A user can follow the standard "Sell Tickets" map/basket/checkout process from this point to add items to the Order. For further details, visit the Sell Tickets (POS) page.
Any Events that have seats selected in them on the existing Order will have a blue outline around them in the Event list.
The seats will also be highlighted on the map.
If you add new seats to a new Event date, that Event will also appear with a blue outline around it. Once seats are selected you will follow the standard basket and checkout process.

Note: The "Add Order Item" option does not support adding gift certificates or memberships to the order.

Top Tip : “Add Order Item” is used when exchanging some tickets within an order from one Event into another. For example, if a customer purchased four tickets for one Event but wants to move two of the tickets to another Event date, under the same Event Template/series, “Add Order Item” will be utilized rather than the “Exchange Order” process. This also means the tickets the Customer no longer wants will need to be cancelled from the Order using the “Cancel Tickets” process described above.

Payments Tab

Under the "Payments" tab of an Order, you can access payment information, issue a full or partial refund, or make a new payment.

To issue a refund: Click the blue "Refund" text link on the right-hand side of the page.

Enter a "Refund Amount". The full amount is auto-populated. The refund amount can be the entire order amount or a partial amount.
Box Office Supervisors, Event Admins, and Admins can also choose a payment type to refund based on the payment types available to the user. The drop-down menu will default to the original payment method, such as cash in the example above.
Note: When refunding an order originally paid for with a credit card, you cannot refund to a credit card other than the one originally used.

Make a new payment: This functionality is used if there is a balance on the order. Click the "New Payment" button.

Choose a payment type and amount.
Click the blue “Submit” button.

Activity Tab

On the Activity Tab, you can access Order Notes and Sent Communications.

Order Notes

Here you can see automatically generated Order notes. When an Order is created or cancelled or a new order is added, a note is recorded by the system. Notes added by other Nliven users are also visible.

To leave an order note: Click the "Add Note" button towards the top of the page.

Choose to "Email [note] to Customer", "Email to Seller", or leave both boxes blank to mark the note as INTERNAL only.
Hit the Blue “Submit” button.

Sent Communications

On the Activity Tab, you can access Sent Communications.
Here you can view email send results for any system-generated email. These include Order confirmation emails, tickets emails, or pre or post-Event emails.

Tickets Tab

Under the "Tickets" tab in an Order, you can access the ticket information below.

Scheduled Delivery Date
Delivered [Date]
Printed Price
Hide Price on Package Tickets
Seat Information
Ticket Barcodes
Status
Date Created
Print Count
Scan History
Ticket Taker Message

Download Tickets: Click the "Download Tickets" button at the top of the screen or reprint hard tickets when applicable (further details provided in Point of Sale Functionality in the Nliven Web Application page).

Ticket Taker Message: A message to an Usher can be added to any ticket by clicking the "Add Message" text and entering the information you would like the ticket taker to receive for this individual ticket upon scanning.

Note: Most Order actions described above can only be conducted by a Nliven Box Office Manager, Box Office Supervisor, Group Seller, Event Admin, Admin, or SuperAdmin (further details provided in User Roles in Nliven page).

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