How do I take over an unconfirmed order?

Sometimes a ticket buyer gets in touch because they weren't able to complete their order. As long as the unconfirmed order hasn't been automatically deleted yet, you can take over this order and finish processing it.

An order expiration period is set for your account. This is the period during which an unconfirmed and inactive order is kept. By default this period is 15 minutes, but at the request of the account manager it can be set shorter or longer. Once an unconfirmed order has been automatically deleted, it can no longer be restored or retrieved.

Step 1: Find the unconfirmed order

Go to Orders > Actions > Show unconfirmed orders.

You can also find an unconfirmed order via the seating plan or the contact, if it's already linked. Read more about this here: https://docs.ticketmatic.com/en/managing-unconfirmed-orders

In this overview you'll see all unconfirmed orders that are still active. Orders created via the backoffice can be recognized by the eye icon in the right-hand column; this icon will not be visible for online orders. Note down the order number of the order you want to take over.

Step 2: Open the unconfirmed order

You can't open unconfirmed orders directly from the overview. So first open any random confirmed order instead. In your browser's address bar you'll see a URL like:

https://apps.ticketmatic.com/#!/orders/405

Here, 405 is the order number of the opened order. Replace this number with the order number of the unconfirmed order you noted down and press Enter. This will open the unconfirmed order.

Step 3: Finish processing the order

Once the unconfirmed order is open, you can finish processing it just like a normal order. Among other things, you can:

make any final changes;

link a customer, if this hasn't been done yet;

Next, you need to choose a payment method, such as a payment link or bank transfer, and send the accompanying payment instructions to the visitor. Be sure not to forget to confirm the order.