Transaction details

The transaction details page is the full management view for a single order. Open it from any row on the Transactions list to add line items, take payments, refund payments, apply promos and discounts, edit the customer, sign waivers, or download an invoice.

Getting started

Navigate to Purchases > Transactions, pick the row you want, click the three-dot menu, and choose View transaction details. The page opens with a summary card at the top and eight tabs below.

How it works

The page header shows the order number, the customer line, and the status control. The summary card under the header is a horizontal strip of running totals. Eight tabs sit below that, each scoped to one part of the order.

The top right of the page has the Download invoice icon and the order's status control. The status control is a dropdown that opens Cancel transaction when the order is active or Reactivate transaction when it's cancelled. Pending and Failed statuses render as disabled badges.

Step-by-step guide

Read the summary card

The horizontal strip directly under the header surfaces the running totals for the order. Every figure updates as you make changes on the tabs below.

The customer line under the totals reads Purchased by [first] [last] on [date], [time] and below that the email and phone (when present) render with email and phone icons. If UTM tracking is enabled, the Source badge appears at the right of the customer line.

Download an invoice

Click the cloud-download icon next to the order number at the top of the page. A PDF downloads with your company details, the customer's billing block, every line item, applied taxes and fees, discounts, tips, and the payment records.

The invoice respects two settings on Payment settings under the Invoices section: List payments controls whether the payment breakdown is included, and Custom fields on invoice controls whether the customer's custom field responses appear at the bottom.

Cancel or reactivate the transaction

Click the Status: Active or Status: Cancelled dropdown at the top right of the page.

A red danger alert in the cancel modal reads Cancelling this transaction will open up availability for all bookings made in this transaction. Any amount paid will need to be manually refunded to the customer. Cancellation does not refund automatically; process refunds from the Payments tab afterwards.

Add line items (All Purchases tab)

The All Purchases tab opens by default. The empty state reads No bookings are associated with this transaction. Use the Add new dropdown at the top right of the tab to add a line item. The dropdown options are gated by your role's permissions.

Each line item row shows the line type, status badge (available, completed, checked in, upcoming, booked, cancelled), the quantity or participant count, and the price. The per-row dropdown opens an action menu specific to the line type.

Per-row actions on All Purchases

The actions dropdown on each row depends on the line type and the line's status. Booking lines have one set of actions, gift card lines have another, item and custom-purchase lines have a third.

Edit a booking line

Click Edit booking to switch the row into edit mode. Three controls appear inline: Game (event picker), Booking date (date picker), and Time slot (time picker). For events with ticket categories, a per-category participant count appears alongside the price. The price column switches to an editable input with the original price displayed below it and a refresh icon to revert.

The Save button at the right of the row commits the changes. Save is disabled while a price override is open with the tooltip Save or cancel the price override first so unfinished overrides don't slip through.

Cancel a booking line

Click Cancel booking on the row to open the cancel-booking modal. The flow mirrors the cancel-transaction modal but at the line level only.

For partial cancellations on a public master slot, the modal title reads Partially cancel booking #[master_id] instead.

Take a new payment (Payments tab)

The Payments tab is where every payment, refund, and external refund mark lives. The empty state reads No payments have been made.

The Add new dropdown at the top right has four options. Some are disabled when not applicable.

Each payment record in the table shows the method (with last four digits and expiration on cards), the amount, the status badge (Pending, Completed, Refunded), and the date. Click the row to expand a refund breakdown showing how much was refunded back to the gateway, refunded as a gift card, and marked as refunded externally.

Refund a payment

Click the three-dot menu on a payment row and pick Refund. The inline refund form appears with these fields:

Click Process refund (or Issue gift card when refunding as a gift card) to commit. Partial refunds are supported: enter any amount up to the remaining balance.

Mark a payment as externally refunded

Some refunds happen outside the system (refunding directly through your Stripe or Square dashboard, for example). To keep the order's totals accurate, click the three-dot menu and pick Mark as refunded. This records the refund without moving any money.

If you need to reverse the manual mark (e.g., the external refund was reversed), open the menu again and pick Reverse external refund.

Other payment-row actions

Beyond refund and mark-as-refunded, the action menu surfaces a few more options depending on the payment type and status.

Apply a promo code or manual discount (Promos tab)

The Promos tab lists every promo code redeemed and every manual discount applied to the order. The empty state reads No promos have been applied.

The Add discount dropdown opens two options.

The promo table columns are Code, Description, Amount, Date applied, Applied by (the staff member or customer), Applied to (the line item or whole order), and an Actions column with a trash icon to remove the promo.

Add taxes, fees, or tips (Taxes/Fees/Tips tab)

The Taxes/Fees/Tips tab lists every applied tax, fee, and tip. The empty state reads No taxes or fees have been applied.

Click Add tax, fee, or tip at the top of the tab to open the inline add form.

The taxes/fees/tips table columns are Name, Type (badge), Amount, Date applied, Applied by, Applied to (whole order or specific line), and an Actions column with a trash icon to remove.

Waive taxes or fees for the whole transaction

Below the table, two switches let you suppress every tax or every fee on this transaction at once.

The waiver is stored on the transaction, not just applied to the current calculation. Every later edit (applying a promo, adding or removing an item, adding or cancelling a booking, changing group size) respects the saved waiver — taxes and fees don't silently come back. Flip the toggle off any time to restore the charges.

For groups that use inclusive tax pricing (tax built into the shelf price), waiving taxes actually reduces what the customer pays. The tax is extracted from the price rather than just hidden from the receipt.

The Waive taxes / Waive fees toggles also appear on the Booking drawer's Transaction summary section for fast access without opening the full transaction. See Booking drawer for that surface.

Edit the customer (Customer tab)

The Customer tab shows the customer attached to the order. Use it to look up a different customer or edit the contact details on this order.

The View customer details link at the top of the tab opens the customer's full record on the Customers page in a new tab.

Click Update customer to save the changes.

Manage waivers (Waivers tab)

The Waivers tab lists every waiver signed against this transaction. The empty state reads No waivers have been signed.

When shareable waivers are enabled in your group, a Waiver options dropdown at the top right offers Copy waiver link so you can share a sign-yourself link with the customer.

The waivers table columns are Customer details (name with badges for minor and not-participating), Date signed, Signature (an inline image of the captured signature), and an Actions column with delete (trash), edit (pencil), and download-PDF (cloud-download) icons.

Review additional info (Additional information tab)

The Additional information tab lists every custom field response captured for the order. The empty state reads No additional information has been recorded for this transaction.

The columns are Custom field (with any external links or policy links rendered inline), Response (Yes/No for checkboxes, the entered value for text/select/etc.), Source (a badge showing where the response came from — booking site, internal booking, waiver), and Timestamp.

Browse email history (Emails tab)

The Emails tab is the audit trail for emails sent against the order plus any free-form notes saved on the transaction or its bookings. The sub-tabs split the view into All notes, Transaction notes, and Booking notes.

Reference

Page header

Summary card

Tabs

All Purchases — Add new dropdown

Payments — Add new dropdown

Refund methods

Cancel modals

Empty states

Mobile layout

On small screens, the tabs collapse to icon-only buttons across the top, the line item tables drop to a single stacked column with More actions dropdown menus, and modals render full-width with modal-dialog-centered styling. The summary card retains all figures but stacks vertically.

Good to know

• Cancellation does not refund. Cancelling a transaction or a booking line releases time slots and waivers but does not move money. Process refunds explicitly on the Payments tab.
• Inclusive taxes are baked into the price the customer sees and show (included in subtotal) on the invoice and summary card. They do not add on top of the subtotal.
• Refunding as a gift card issues a fresh gift card, links it to the original payment, and counts against the order's refunded total. The card is delivered to the customer as a regular gift card purchase.
• Mark as refunded is a manual flag, not a money movement. Use it when you refunded externally (Stripe dashboard, cash) so the order's totals stay accurate.
• Cancelling a single booking in a multi-booking order does not cancel the whole transaction. The order stays active with the remaining lines and any payments.
• Custom deposit lets you collect a partial payment now and the rest later. Use it for events that require a deposit at booking and full payment closer to the event.
• Reactivating a cancelled booking is permission-gated by Bookings update. Reactivation tries to recover the original time slot if it's still available; otherwise, it surfaces an availability error.
• Send booking confirmation email is disabled with a warning when the email automation isn't configured. Set up the booking confirmation in Email automations first.
• Tips can optionally be assigned to a staff member via the assignee field, useful for tip-tracking reports.
• Edit date on a payment only works for custom payment methods. Card and gateway-processed payments are locked to their actual processing date.
• Save in the line edit row stays disabled until every open price-override input is either saved or cancelled. The tooltip reminds you of this.

FAQ

Q: Can I partially refund a payment?

A: Yes. Enter any amount up to the remaining refundable balance. The payment row breaks down the available, refunded, marked-as-refunded, and refunded-as-gift-card amounts so you can see what's left.

Q: What's the difference between Refund and Mark as refunded?

A: Refund moves money: it returns funds via the original gateway, issues a gift card, applies customer credit, or records a manual refund. Mark as refunded is a flag for refunds you processed outside the system (e.g., directly through your Stripe dashboard) and does not move any money.

Q: Can I add items to a transaction after it's been created?

A: Yes, while the transaction is active. Use the Add new dropdown on the All Purchases tab. Bookings, gift cards, items, and custom purchases can all be added.

Q: Why is the Save button on a row disabled?

A: Likely because a price override input is still open on the same row. Click the row's save or cancel buttons on the override input first, then Save the row.

Q: How do I issue a refund as a gift card instead of back to the card?

A: Open the payment's three-dot menu, pick Refund, change the Refund method dropdown to Gift card, pick a Gift card type, and submit. A new gift card is generated for the refund amount and emailed to the customer.

Q: Where do I add a tip to an order?

A: On the Taxes/Fees/Tips tab, click Add tax, fee, or tip, change the Type to Tip, enter the Tip amount, optionally pick an assignee, and Apply.

Q: I cancelled a booking, but my customer still has a balance due. What gives?

A: Cancellation released the slot but didn't refund the payment. The order's Due stays at whatever was originally due minus what was paid. To return money to the customer, open the Payments tab and refund the payment.

Q: How do I let a customer pay a partial amount upfront and the rest later?

A: On the Payments tab, pick Enable custom deposit from the Add new dropdown. Set the deposit amount; the customer can pay that now and the rest stays as Due.

Q: Can I send a customer a payment link without taking the payment myself?

A: Yes. On the Payments tab, pick Send payment request email from the Add new dropdown. The customer gets an email with a link they can pay through directly. Copy payment request link gives you the link for use elsewhere (SMS, chat).

Q: Why can't I see the Cancel transaction option?

A: It's permission-gated and only appears when the order is active. If your role doesn't include the relevant cancel permissions, ask an admin to update your role in Custom roles.

Q: Where do I see the email history for an order?

A: The Emails tab. It includes both sent emails (confirmations, receipts, payment requests) and any free-form notes saved on the transaction or its bookings.