FAQ About For hosts: Manage your events & orders

A ticket purchaser is the person who pays for the order related to a ticket. Only the ticket purchaser has the right to request further order-related actions on the platform. Furthermore, the ticket purchaser may forward a ticket to someone else; in this case, after that person claims the ticket, the ticket holder changes, but the ticket purchaser still has the right to revoke the ticket and forward it again to anyone else.

The default ticket holder is the ticket purchaser. Ticket purchasers have the right to forward a ticket to another ticket holder they want. After that person claims the ticket, the ticket holder changes.

Select the event/session/occurrence you want to manage in “My Events”. If there’s any completed order, select “Manage Orders” to manage your event purchases from the guests. You can also manage event purchases in “Notifications”, as every completed order is notified, and when you select that notification, you will be directed to the “Order Details”. Please note that notifications will only be kept for 90 days.

For any reason, you can refund an order from a guest if you desire, and you have to do it within 30 days after the event/session/occurrence ends. You can even issue refunds several times. However, transaction and service fees for an order are non-refundable. That is, the maximum refund amount is the total amount paid by the purchaser minus transaction and service fees.

If you intend to refund an order with the full amount the guest paid, you can’t do it because the transaction fee and the service fee for an order are non-refundable. However, if an event or an order is canceled, the guest will be refunded in full. But in this case, you need to pay the original transaction fee (i.e., payment gateway fee) for that order via your account balance or top-up.

When you save an event for the first time, the event is saved as a “draft”. After being published, the event is in the “live” status. If appropriate, you can temporarily suspend that event to stop sales while it is in the “paused” status. When resuming, that event is back to the “live” status. When you cancel an event, it gains the “canceled” status.

Go to “My Events”. Your events are listed there by “Live”, “Paused”, “Draft”, or “Past”. Those events listed in the “Past” include all canceled events. There’s also a status hint shown on the event management page.

You can edit the event information or the form related to it if it’s in the “draft” status, or if it’s in the “paused” status but no order has been completed related to it. If the event is in “live” status without any orders related to it, you can suspend it before editing. If an order is completed in an event, you can’t edit its event information or the form related to it any more.

Generally, you can’t, because your guests completed their orders based on the event information you provided. However, for any reason, you can suspend any ticket type to stop further sales. If you believe you have to update your event information, we suggest you suspend all ticket types to stop further sales, create a new event by importing data from the original one, edit anything you want, and then publish the new one. In this case, you publish a new event with updated information to accept new guests; you actually create two events to accept guests.

Yes, you can, but only before it’s published.

Yes, you can, but only when it’s live and there are no orders related to it. After it’s paused, you can edit that event.

Yes, you can add a new event session to any event, and that event is automatically converted to a multiple-session event.

If your event is published with orders related to it, you can’t change your event information, including any published ticket price. However, you can suspend that ticket type to stop further sales and then create a new ticket type with the correct price. But this action doesn’t change the price of those tickets being sold.

If you are running a multiple-session event, the event status and the session status are independent of each other. That is, a session is live only when the session status is live as well as the event status is live. If one of them is paused (suspended), then the session is not live.

Please check the corresponding session status. If the session status is paused (suspended), you need to resume that session to make it live.

Please check the event status. If the event status is paused (suspended), you need to resume the event to make it live, and then all sessions with a live status become available to general users.

If no guests paid for your event until now, you can simply edit your event to update the location of that event. But if there are one or more paid orders related to your event, you are not allowed to edit that event and need to make a “change place” announcement in the event group. 

You may need to check if the seat number limit for that event or session has been set and reached. If the number of seats for an event or a session has been reached, tickets cannot be sold, even though the ticket number for any ticket type has not been reached.

The event’s public page demonstrates your event from the public’s view. It shows how the event exactly looked to the public at that moment. However, the event’s management page demonstrates all your sessions and tickets to the host, no matter if they are suspended or stopped at that moment. Please note that all functions in the event’s management page are live. You can even buy a ticket on that page, and the order will succeed.

In the management tools, you can choose to make an announcement to remind all your guests of your event. Your reminder announcement will be posted on the event group. Your guests will be notified by the platform and by the Messenger, if they opt-in.

All important announcements, including event reschedule notices, event change place notices, and event cancellation notices, are posted on the event group as well as the public page of the event. However, other announcements are only posted on the event group. In fact, any potential guests should learn of those important announcements before they purchase a ticket.

Before you have an event live, the event preview page is available for you to check if all the presentations to the public are accurate. The following functions do not work on those pages: Go to the event group, like the event, share the event, and save the event. By the way, the “get tickets” function cannot be completed.

In the management tools of your event or session, select “Advanced Forms” and then “Create a custom form” to produce a customized data matrix form. When creating the data matrix form, please give the form a short name and select all the data fields you need, including order id, ticket id, purchaser, ticket holder, purchase date & time, ticket type, attendee note, billing name, billing phone, billing email, billing address, billing zip code, etc. If a guest form is defined for that event or session, all data fields in the form are also available to choose. You can even define your own data field, if appropriate. After saving your defined data fields, the custom advanced form is produced. You can view the defined advanced form on the web or download it in the CVS format.

If you select more than 5 data fields, the advanced form could be difficult to read on the mobile device. We recommend you view the form on the desktop, or download it in the CVS version and then view it in any CVS-compatible applications, such as Microsoft Excel or Google Sheets.

Yes. For example, you can produce one form for financial purposes and another form for check-in purposes, but the maximum limit is two forms for an event or session.

If you need to print out a defined advanced form, we recommend you download it in the CVS version, and then adjust and print it out in any CVS-compatible applications. We don’t focus on producing a print-friendly version as we know too many applications are doing a great job on this.

Unfortunately, you can’t do this now. It may be available in the future.

Although some data fields are the same for all events, such as order id, ticket id, billing information, etc., you can’t create a shared advanced form for all events now. It may be available in the future.