Orders & Attendees

Managing Orders

Every ticket purchase creates an order. The orders page gives you a complete view of all transactions for your event. How to get there 1. Open your event 2. Click Orders in the left sidebar (under Ticketing & Sales) What you can see Each order shows: - Order number — a unique reference for each transaction - Customer name & email - Products purchased — which tickets or add-ons were bought - Order total — the amount paid - Payment status — Paid, Awaiting Payment, or Refunded - Date — when the order was placed Order actions Click on any order to view its full details. From here you can: - Refund the order — issue a full or partial refund - Cancel the order — cancel and optionally refund - Resend confirmation email — re-send the order confirmation to the customer - Send a message — email the customer directly from the order - Download invoice — get a PDF invoice for the order - Mark as paid — for offline payments, manually mark the order as paid Filtering & export Use the search and filter options to narrow down orders by status, date, or ticket type. You can also export orders to CSV for use in spreadsheets or accounting software. Tip: Check the orders page regularly to spot any pending payments or issues that need attention.

Managing Attendees

The attendees page shows everyone who holds a ticket to your event — regardless of which order they came from. How to get there 1. Open your event 2. Click Attendees in the left sidebar (under Guest Management) What you can see Each attendee entry shows: - Name & email - Ticket type — which product they hold - Status — Active, Cancelled, or Awaiting Payment - Check-in status — whether they have been checked in - Order reference — links back to the original order Attendee actions Click on any attendee to: - Edit their details — update name, email, or other information - Resend their ticket — re-send the ticket email - View their answers — see responses to any registration questions - Cancel their ticket — remove them from the event Adding attendees manually Need to add someone who did not go through the normal checkout? Click + Add Attendee to create an attendee record manually — useful for guest lists, comps, or offline registrations. Export Export your full attendee list to CSV for mail merges, name badges, or your own records.

Registration Questions

Registration questions let you collect custom information from attendees during checkout — beyond just name and email. How to Get There 1. Open your event. 2. Click Registration Questions in the left sidebar (under Setup & Design). Creating a Question 1. Click + Create. 2. Choose a question type. 3. Enter the question text. 4. Set whether it is required or optional. 5. Choose which tickets the question applies to. 6. Click Save. Question Types - Short text — single-line response (e.g. "Dietary requirements"). - Long text — multi-line response. - Dropdown — select one from a list of options. - Checkbox — multiple selections allowed. - Radio buttons — select exactly one option. Viewing Answers Responses appear on each attendee record and can be exported alongside your attendee list. This is useful for things like meal preferences, t-shirt sizes, or accessibility requirements. Good to Know - Only ask what you genuinely need — shorter checkout forms lead to higher completion rates. - You can reorder questions to control the order they appear during checkout. - Questions can be tied to specific ticket types, so VIP attendees might see different questions than general admission. - Required questions must be answered before checkout can be completed.

Refunding and Cancelling Orders

Sometimes orders need to be refunded or cancelled — whether due to event changes, customer requests, or duplicate purchases. Hi.Events supports full and partial refunds. How to refund an order 1. Open your event and go to Orders 2. Click on the order you want to refund 3. Click Refund Refund options The refund dialog shows: - Total Gross — the original order amount - Already Refunded — any previous refunds on this order - Available to Refund — the remaining amount that can be refunded You can enter any amount up to the available balance, allowing for partial refunds (e.g. refunding one ticket from a multi-ticket order). Additional options - Notify buyer — sends an email to the customer letting them know the refund has been processed - Cancel order — marks the order as cancelled and sets all attendees to cancelled status. Use this when the entire order should be voided, not just refunded. Refund statuses - Refund Pending — refund has been initiated but not yet processed by the payment provider - Refunded — full refund completed - Partially Refunded — some but not all of the order amount has been refunded - Refund Failed — the payment provider could not process the refund What happens to attendees Refunding alone does not cancel attendees — they remain active unless you also check "Cancel order." This lets you issue a goodwill refund while still allowing someone to attend. Tip: For partial refunds (like removing one item from a group order), enter just that item's amount rather than the full total. The remaining tickets stay valid.

Offline Payments

Not every payment happens online. Hi.Events supports offline payments for situations where attendees pay by bank transfer, check, cash at the door, or any method outside of Stripe. Enabling offline payments 1. Go to Event Settings 2. Click the Payment & Invoicing tab 3. Check Offline Payments Payment instructions When you enable offline payments, a rich text editor appears where you can provide instructions to attendees. For example: - Bank account details for wire transfers - "Pay at the door" instructions - Check mailing address - Invoice payment terms These instructions are shown to the attendee after they place their order. How offline orders work When an attendee checks out with offline payment: 1. The order is created with status Awaiting Offline Payment 2. Tickets are reserved but marked as awaiting payment 3. The attendee sees your payment instructions 4. You manually mark the order as paid once you receive the money Marking orders as paid When payment arrives: 1. Go to Orders 2. Find the order (filter by "Awaiting Payment" to find them quickly) 3. Click the order and select Mark as Paid The order status updates to Paid and the attendee receives their ticket email. Check-in with pending payments By default, attendees with unpaid offline orders cannot check in. If you want to allow check-in before payment is confirmed (e.g. for pay-at-door events), toggle Allow orders awaiting offline payment to check in in the payment settings. Tip: You can enable both Stripe and offline payments simultaneously — attendees choose their preferred method at checkout.