Editing a Ticket Order (Overview)

This article covers the basics of editing a Ticket Order, including voiding tickets and processing refunds.

If you need to make modifications to an order for a Ticketed Event, you are in the right place. We'll cover the most common scenarios when an order needs to be modified.

Searching for Orders

The first step to making changes to an order is locating it. There's a couple of options based on how much information you have on the Ticket Buyer. We display them in order in the amount of information that you have:

Search by Ticket Holder Name
You have the Ticket Buyers contact information (First Name, Last Name and/or Email Address)

1. Log into CellarPass by going to http://www.cellarpass.com/manage
2. Click People from the left-hand navigation menu.
3. From the dropdown menu, select Manage Guests
4. There are several columns you can use to search for the Guest: Last Name, First Name, Email Address and so forth.
5. If you have the guest's email, we recommend you use that as it's the most precise search method. Tab to the next column to start the search.
6. You will now see a list of matches. Click the Edit button to the left to view the Guest's profile.
7. Next, click the Orders tab. This will display their Order History and delineate on whether they are a Ticket Buyer or Ticket Holder.
8. Once you locate the Order to be modified, click the OrderID to the far right. This will open up a new tab with the Order details.

Cancelling / Voiding an Order

Alright, the guest (aka Ticket Buyer) has communicated that they cannot attend and would like to cancel their entire order, not just one ticket within the order.

1. First locate the Order to be modified by using one of the search methods above.
2. If you wish to Cancel the entire order, click the red Cancel button. 
3. Doing so, acknowledge the warning screen as once an Order has been cancelled, all Tickets will be voided.
4. Cancelling an Order will also immediately refund the Ticket Buyer the full amount. Voided Tickets are also invalid Tickets, meaning that if Guest Link is used to check-in the Ticketed Event, voided Tickets will be flagged with an error.

Canceling / Void Ticket(s)

1. First locate the Order to be modified by using one of the search methods above.
2. Click the blue Edit Order button. 
3. In the Attendees section of the Order, locate the Ticket that is to be voided. Click the Void checkbox.
4. You will notice the system will immediately clear out the Ticket Holder information and any ticket details such as Ticket Price.
5. Click the Save Order button to commit the changes. Doing so will immediately refund the Ticket Buyer all the costs of the Ticket and any associated fees.

This is a case where the Ticket Buyer has communicated that they no longer need a ticket, but do not want to cancel their entire order.

Adjusting Ticket Price

This is a case where perhaps a club member didn't receive their special discount, or for customer service reasons, you would like to adjust the price of their ticket.

1. First locate the Order to be modified by using one of the search methods above.
2. Click the blue Edit Order button. 
3. In the Attendees section of the Order, locate the Ticket that is to be adjusted. Enter in the new Ticket Price.
4. Click the Save Order button to commit the changes. Doing so will immediately refund the Ticket Buyer all the costs of the Ticket and any associated fees.

Refunding Ticket Holder

This is a case where you would like to refund the customer for a specific amount. The system does not offer the ability to Refund a Ticket Holder without a discount being applied to a specific Ticket or Tickets. Follow the Adjusting Ticket Price directions.

Adjusting Ticket Buyer Information

This is a case where perhaps the Ticket Buyer entered the wrong information at the time their tickets were purchased and now would like the information corrected.

1. First locate the Order to be modified by using one of the search methods above.
2. Click the blue Edit Order button. 
3. In the Customer Details section of the Order, locate update the Ticket Buyer's contact information.
4. Click the Save Order button to commit the changes.
5. If the Ticket Holder would like a confirmation, click the Resend Receipt button located at the top. Doing so will send an updated copy of the Ticket Sales receipt.

Changing (or Adding) Ticket Holder Name to Ticket

This is a case where the Ticket Holder has contacted you to change or update a Ticket Holder name on a specific ticket. Perhaps the person they thought was attending, can no longer make it and now they would like to invite someone else.

1. First locate the Order to be modified by using one of the search methods above.
2. If you wish to Cancel the entire order, click the blue Edit Order button. 
3. In the Attendees section of the Order, locate the Ticket to be updated.
   1. If you need to change standard information such as First Name, Last Name or Email Address, click the Edit Attendees button.
   2. If you need to change more information, for Events that use the CellarPass Post Capture feature, click the Details button on the Ticket Level. Doing so will open the Ticketholder details screen with all the Post Capture fields that are associated with the type of Ticket.
4. Click the Save button to commit the changes.
5. If the Ticket Holder would like a confirmation, click the Resend Receipt button located at the top. Doing so will send an updated copy of the Ticket Sales receipt.

Changing Delivery Method

This is a case where the Ticket Buyer initially selected the Self Print delivery method and now would like to change that to Will Call.

1. First locate the Order to be modified by using one of the search methods above.
2. Click the blue Edit Order button. 
3. In the Attendees section of the Order, locate the Ticket to be updated.
4. In the Delivery Method column for the Ticket to be modified, use the dropdown to select Self Print or Will Call.
5. Click the Save Order button to commit the changes.
6. If the Ticket Holder would like a confirmation, click the Resend Receipt button located at the top. Doing so will send an updated copy of the Ticket Sales receipt.