Order history

Rens van Huijkelom

2024-11-13 15:04:18 +0100

To view the orders history of an order either navigate to the customer card and click on the history symbol on the order card or open an order an click actions > view history.

The order history will open with detailed information about every event logged item on the order. Below is an explanation of all the types of events that are logged in the history log.

The left column always displays date and time of when the action was done.

When the log entry is made by tix it means it was done online. Otherwise the name of the user is shown on the entry.

Order created

The first logged item on all orders is the date and time the order was created.

User name
1. Name of the user that created the order. Tix.uk means that the order was created online.
Customer name + email
1. Name of the customer and their email address.
Expires
1. Date and time the reservation will expire. Even an online order has a expire date (usually 15 minutes from creation), it is by this time that the customer has to finalise the purchase.
Date (left column)
1. Date and time of when the action took place.

Tickets created

User name
1. Name of the user that added tickets to the order. Tix.uk means that the order was created online.
Items
1. A detailed overview of all the items that were added to the order. Tickets, products, gift cards, etc.

Delivery type changed

This log item shows if the delivery type was changed on the order.

Payment added

Shows any partial payments that were added to the order, which payment type and who added the payment.

Online payment start

This log item means that the online payment process started. It is the time when the customer clicks Continue in the last step of the buying process and is directed to the payment gateway. Clicking the list icon on the right will open up a full log of the payment.

Online payment redirect

The time the ticket buyer filled out their payment information in the payment gateway and clicked Pay (could have a different name depending on payment gateway). The payment gateway checks if its possible to withdraw the amount from the ticket buyers card, bank account etc.

Online payment callback

The payment callback can have several different transaction types:

Sale for when the order is sold
Create mandate for when a mandate for automatic renewal payments is created

When the callback or redirect has an error it means something went wrong with the payment. It could be that the order expired before the customer finalised the payment.

Order sold / Transaction created

The payment has been approved and the order is sold.

tix.uk: If the order is paid online, it will say tix.uk. This means that the payment gateway has returned a callback to Tixly that the payment has been approved.
If the order is paid in Box Office, the user who sold the order will be shown instead of tix.uk.

The printer icon allows you to download a receipt of the order.

Online payment cancel

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Payment started but then canceled for some reason. It could be that the card has been denied or that the ticket buyer has closed the payment window.

Email sent

Email has been sent from the order.

If user is tix.uk, the email was auto generated, most commonly after an online purchase. If the user is Tix Jobs, the email is a trigger, which could be a cancellation or service email.
Email subject: This is the subject of the email that was sent. You can click on it and a Preview of the email will open in new window.
Sent to displays the email address the email was sent to.
Email event history: Hover over the icon in front to get more detailed information.
- Processed: Email has been sent from the system.
- Delivered: The message has been delivered to the recipient.
- Open: The recipient opened the email.
- Click: The recipient clicked on links in the email.
- Deferred: The email could temporarily not be delivered, the system will keep trying for 72 hours.
- Bounce: The email bounced and was not delivered, the system will not try to send emails to this address again in the future.

SMS sent

This entry shows when the text message was sent, to which number and what the content of the message was.

Tickets / Order deleted

Shows who deleted tickets from the order, which tickets were deleted and if a reason was provided it will also show in this entry. When it says Auto delete expired order it means the order wasn't finalised before the reservation reached the expiry date / time and the reservation was deleted.

Expiry changed

This entry shows the new reservation expiry date / time the order was updated to.

Changed seat

Seats in the order have been changed, it will show the event information, the old seat and the new seat.

Changed event

One or more tickets in the order have moved to another event. The entry will show the old event and seats and then the new event and seats.

Tickets moved to new order

Order has been split and one or more tickets have been moved to a new order. It will show which items were moved to the new order and the new order number. If you click on the new order number the new order will open.

Tickets moved from order

The order has been merged with another order or tickets were split from another order. Clicking on the previous order number will take you to the old order.

Price changed

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Price has been changed for one or more tickets or products in the order.

Filip Darj: User who changed the price.
Content: Previous price to the left, new price to the right.

Description changed

An internal note has been added to the order or the internal note has been changed. It will show who changed the internal note and what was included in the note.

Tickets printed

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Shows who printed the tickets and which tickets were printed.

Tickets scanned

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Shows which tickets were scanned and by who.

Invoice created

After every action that affects the amount or payment type of an order, an invoice is created. This invoice shows the change on the receipt, which can be downloaded by clicking on the printer icon.

Basket rule action

When the online order matches basket rules conditions and actions are applied as a result of that it will be shown in the history. It will show which basket rule was applied and if you click on the action it will open up the basket rule.

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