How do I invalidate an order?

Learn how to cancel the tickets in an order.

Occasionally, a ticket buyer may contact you and ask you to cancel their order. You can quickly and easily invalidate orders through your Dashboard.

How do I invalidate an order?

Go to the Dashboard and type the name of the visitor (or the order number) into the ‘Search in orders’ search bar in the top left. Make sure you have selected the company that matches the order from the Company Switcher.

2. You will now see a list of all the orders placed which match the name you entered, as well as any similar results. The list will also display the date the order was placed and what shop it was purchased from; make sure you have found the correct order to invalidate!

3. To delete an order, click on the ‘edit’ icon on the right.

4. The next page will provide you with an overview of the details of the selected order. This is where you will be able to invalidate an order. On the right, you will see a menu with a number of options. Select the ‘Invalidate order’ option. 

5. In this screen, you can now choose the method of invalidation from the dropdown menu in the 'Refund' section. Choose "Cancel ticket and DO NOT refund" if you would like to invalidate without refunding.

6. Enter your reason for invalidating the order in the "Reason" field. Once you're done, tick the box to show you understand this process cannot be undone and hit "Save".

You have invalidated the order! If you have any further questions or feedback, let us know through the chat in the bottom-right corner or via