Manual Sales — Selling Tickets at the Box Office

What are manual sales?

Manual sales let an admin create an order without the buyer going through the public storefront. Use this for:

Walk-up sales at the box office window
Phone orders
Complimentary (comp) tickets
Group sales with an invoice
Partial payment / deposit arrangements

Creating a manual order

Path: Admin > Orders > New Order

Click New Order.
Select Event: Choose the game or event.
Select Tickets: Choose price level and quantity — or click Pick Seats to assign specific seats from a seat map.
Enter Customer Information: First name, last name, and email are required. Phone is optional.
Choose Delivery Method:
- Email — sends ticket link to the buyer’s email
- Print — generates a printable PDF immediately
- Will-Call — holds the ticket for pickup at the gate (see Will-Call)
- Hold — no delivery; ticket is created and held in the system
Choose Payment Method:
- Card — use Stripe Terminal (requires a reader; see Stripe Terminal)
- Cash — marks order as paid; no charge to card
- Check — marks order as paid by check; record check number in notes
- Invoice — creates a pending order and emails an invoice link to the buyer
Review the total: Price, fees, and discounts are calculated in real time.
Apply a promo code (optional): Enter the code and click Apply.
Click Create Order.

Creating a comp ticket

A comp is a manual order at $0. Steps:

Follow the New Order steps above.
Select a price level with a $0 price (e.g., “Complimentary — Staff”). If one doesn’t exist, create it first under Admin > Inventory > Price Levels.
Set Payment Method to Cash (this marks it as paid without processing a charge).
Choose a delivery method.
Click Create Order.

The order is logged with a $0 total and tracked in reports as a comp.

Partial payment

For group invoices or instalments:

Create the order normally.
Before clicking Create Order, enable Partial Payment.
Enter the Deposit Amount the buyer is paying now.
Click Create Order.

The order is created with status Partially Paid. Send a payment link for the remaining balance: open the order detail and click Send Payment Link.

Abandoned cart recovery

If a buyer started checkout online but didn’t complete, find their order (status: Pending) and click Send Recovery Email to prompt them to complete the purchase.

What could go wrong

“Seat I’m trying to select is greyed out” — That seat is already sold or blocked. Choose another seat or check Admin > Seats to review seat status.
“Promo code not working” — Verify the code is not archived and the buyer hasn’t exceeded the per-user limit.
“Comp order is showing in revenue reports” — Comps at $0 appear in the order count but with $0 revenue. Use the Promotions or Orders report to filter by price level to see comp volumes.
“Invoice email bounced” — Correct the email address on the order (Order > Edit) and resend the payment link.