Order Management — Finding, Viewing, and Editing Orders
What is order management?
Section titled “What is order management?”Every ticket purchase — whether made online by a buyer, manually by an admin, or through Stripe Terminal at the venue — creates an order in Stadli. The Orders section is where you find, review, and take action on any order.
Finding orders
Section titled “Finding orders”Path: Admin > Orders
Search: Enter an order ID or customer email in the search bar.
Filters:
- Status: All, Pending, Paid, Partially Paid, Refunded, Cancelled
- Payment method: Card, Cash, Check, Gift Card, Manual
- Date range: Custom date picker
- Event: Filter to a specific game
Results are paginated — 25 orders per page by default.
Reading the order list
Section titled “Reading the order list”Each row shows: Order ID, buyer name, event, total, status, fulfillment status, and date. Click any row to open the full order detail.
Order detail view
Section titled “Order detail view”The order detail page shows:
- Customer information: Name, email, phone
- Line items: Each ticket or add-on with price, fee, and seat (if assigned)
- Payment history: When the payment was taken, method, and amount. Partial payments show each installment.
- Fulfillment status: Whether tickets have been delivered (email, SMS, print, will-call)
- Audit trail: Every admin action taken on this order, with timestamp and admin name
Editing an order
Section titled “Editing an order”Path: Admin > Orders > [Order] > Edit
You can change:
- Customer email address (e.g., if the buyer entered it incorrectly)
- Discount codes applied
- Item quantities (within available inventory)
You cannot change the event or seat after an order is paid. To move a buyer to a different seat, cancel and reissue.
Exporting orders
Section titled “Exporting orders”Path: Admin > Orders > Export
Click Export to download all orders matching your current filter as a CSV file. The export includes all fields visible in the order list plus additional detail.
Order statuses explained
Section titled “Order statuses explained”| Status | Meaning |
|---|---|
| Pending | Order created, payment not yet received |
| Paid | Payment received in full |
| Partially Paid | Deposit or partial payment received; balance outstanding |
| Refunded | Full refund issued |
| Cancelled | Order cancelled; no charge or charge reversed |
Fulfillment statuses explained
Section titled “Fulfillment statuses explained”| Status | Meaning |
|---|---|
| Unfulfilled | Tickets not yet sent |
| Fulfilled | Tickets sent by email, SMS, or print |
| Will-Call | Order marked for pickup at the box office |
| Held | Admin is holding the order pending action |
Resending tickets and receipts
Section titled “Resending tickets and receipts”From the order detail:
- Resend Receipt — re-sends the order confirmation email
- Resend Ticket Link — sends the buyer a link to access their tickets
- Send Ticket Assets — sends the PDF ticket file
- Send Payment Link — sends a link for the buyer to pay the remaining balance (for partially paid orders)
What could go wrong
Section titled “What could go wrong”- “Order shows Paid but buyer says they didn’t receive tickets” — Check fulfillment status. If Unfulfilled, click Resend Ticket Link.
- “Can’t find the order by email” — Try searching by order ID (found on the buyer’s receipt). Email search is exact-match.
- “Order is stuck in Pending” — The buyer may have abandoned checkout. Check if payment went through in Stripe, then manually mark as Paid if needed.
Related: Manual sales, Refunds & cancellations, Will-call