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.

A Failed order is one whose payment did not go through when it was created, so it was never completed. It is read only: a note under the header says so, and payments, refunds, the line item menus, notes and customer edits are not available on it. To charge the customer, create a new booking.

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 purchase source tracking is enabled, a third line shows the source badge (globe icon plus the source, for example Booking site, Internal, or Google). Hovering the badge shows the source, medium, campaign, and referrer site when the order was tagged with a marketing campaign. Each purchased booking, item, and gift card in the list below carries the same badge and hover detail.

When the order is credited to an affiliate, an affiliate badge (rocket icon plus the affiliate's name) sits on the same line as the source badge. When the order is active, paid in full, and not yet credited to anyone, an Attach to affiliate link appears in its place. Clicking it opens an Affiliate dropdown listing active affiliates with a tier; choose one and click Attach to add the sale to that affiliate's ledger, or Cancel to close the picker. See Affiliates for how attribution and commission work.

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 three settings on Payment settings under the Invoices section: List payments controls whether the payment breakdown is included, Include custom fields controls whether the customer's custom field responses appear at the bottom, and Show ticket categories lists the number of participants in each ticket category for every booking in place of a single quantity.

Cancel or reactivate the transaction

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

The cancel panel is titled Cancel transaction # followed by the order number and shows one section per kind of thing the order holds.

Cancel transaction at the bottom confirms; Keep transaction closes the panel. 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, 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.

Open a booking on the bookings page

Each booking line shows Booking id: #12345 with an arrow icon. The id and the arrow are one link: hovering it shows View on calendar, and clicking it opens the booking in a new tab.

1. On the All Purchases tab, find the booking line.
2. Click the id next to Booking id:.
3. A new tab opens Bookings in your preferred view (List, Calendar, Resource calendar or Kanban), on the booking's date in the Day range, with the booking's drawer open.

For a public booking shared with other groups, the link opens the shared slot's main booking, the same id the line shows. The link only appears for staff whose role has the View bookings permission; cancelled bookings show the id as plain text.

Tip: If your saved filters on the bookings page would hide the booking, its drawer still opens and your filters stay as they were.

Edit a booking line

Click Edit booking to switch the row into edit mode. Three controls appear inline: Game (event picker), Date (date picker), and Time (time picker). When the chosen time slot offers more than one length, a Duration row of pills appears under them, starting on the booking's current length when the new slot offers it. For events with ticket categories, a per-category participant count appears alongside the price and follows the chosen duration. 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 payment. The inline refund form appears with these fields:

The Refund options dropdown offers these choices.

Click Make refund (or Issue gift card when refunding as a gift card) to commit.

Tip: An order becomes overpaid when it is paid in full and the total later drops, for example after removing a line item, reducing participants, or applying a discount. An order also becomes overpaid when staff record a cash payment larger than the balance, for example 100 handed over on a 92 order; the negative Due is the change owed back. The Due figure goes negative and Refund amount due to customer appears in the dropdown with the difference already filled in. The amount stays editable, and it is capped at what is still refundable on that individual payment, so an overpayment spread across two payments is returned from each payment in turn.

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 Undo manual refund, which shows the amount alongside it.

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, so 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: Name, Email and Phone. View profile under the name opens the customer's full record on the Customers page in a new tab.

To correct the contact details on this order:

1. Click Edit details
2. Change the fields
3. Click Save customer, or Cancel to discard the changes

To attach a different customer to the order:

1. Click Change customer
2. In Find an existing customer, search by name, email, or phone
3. Pick the customer. Their details fill the form
4. Click Save customer

When the order has no customer yet, the tab shows Add customer (search for an existing customer) and Enter details (type the details in). On a Failed order the tab shows the details only, with no buttons.

Manage waivers (Waivers tab)

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

When shareable waivers are enabled in your group, a Copy waiver link button at the top of the tab copies a sign-yourself link you can share with the customer.

The waivers table columns are Customer details (name with badges for minor and not-participating, a link to the customer profile, and the email, phone, and birthday), Booking details (the event with its booking date and time), Date signed, Signature (an inline image of the captured signature), and a download icon that exports the waiver as a PDF.

Click any waiver to open the Waiver details drawer, the same drawer used in Waivers > Waiver history. From there you can move or copy the waiver to another booking, clear its booking, mark the signer as not participating, download the PDF, or delete it (with the Delete waivers permission). Opening a waiver requires the Update waivers permission.

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.

Send an email (Emails tab)

The Emails tab has a Send an email button that opens a drawer listing every email the order supports in one picker. The picker has two groups:

1. Open the Emails tab and click Send an email.
2. Pick an email from the Email dropdown. A short description appears under the picker for simple emails; a subject, from, and type preview appears for custom templates.
3. Check the Recipient. Simple emails lock the recipient to the address on file (the customer for most emails, the card recipient for gift card delivery). Custom templates accept any address.
4. Click Send email. A success message confirms the send and the email history refreshes.

A simple email only appears in the picker when its automated email is turned on in Simple emails. Payment request is greyed out with No balance due when the order is fully paid. Cancelled orders offer only gift card delivery and custom templates. When nothing qualifies, the drawer shows links to the automated email settings and the templates list.

Browse email history (Emails tab)

The Emails tab is also 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 panels

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.
• Removing items at cancel time returns their quantities to inventory and drops their amounts from the order total, so the cancelled order shows a zero total and stock counts stay accurate. Custom items added to the order are removed completely.
• Deactivating gift cards at cancel time works exactly like the per-row Deactivate gift card action: redemption stops, the balance stays, and the card can be reactivated from the All Purchases 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.
• Cash above the amount due is accepted on the Add new payment modal and recorded in full. The Due figure goes negative by the difference, shown with the minus sign before the currency symbol, so staff can read the change to give back. Card, gift card and customer credit payments stay capped at the amount due.
• Refund amount due to customer only appears while the order is overpaid, so on a fully settled order the dropdown shows the usual four options. A refund can never exceed what was actually paid on the individual payment being refunded, no matter which option is selected.
• 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.
• The Send an email drawer and the per-row email actions is sending the same emails. The drawer on the Emails tab collects every email for the order in one place; the per-row dropdown items on All Purchases remain as shortcuts.
• Booking id links open the booking on the bookings page in a new tab, so the transaction stays open in its own tab. Reloading the bookings tab does not reopen the drawer. A booking that starts after midnight inside the previous day's operating hours shows This booking isn't shown in this view. instead of opening.
• 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: Why can't I take a payment on this order?

A: The order shows Status: Failed, so its payment did not go through when it was created and the order was never completed. Failed orders are read only so a charge cannot land on an order with no booking behind it. Create a new booking to charge the customer.

Q: Can I partially refund a payment?

A: Yes. Pick Refund partial amount and 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: A customer overpaid. How do I return just the difference?

A: Open the payment's three-dot menu, pick Refund payment, then choose Refund amount due to customer from the Refund options dropdown. The amount owed back is filled in automatically, and you can adjust it before clicking Make refund. The option only appears while the order shows a negative amount due.

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 payment, change the Refund options dropdown to Refund as gift card, pick a Gift card type, and click Issue gift card. 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: Can I keep some items on a cancelled order?

A: The cancel panel applies one choice to all items on the order. To keep a charge on a cancelled order, such as a cancellation fee, cancel with Remove items and then add a custom purchase from the All Purchases tab; the order total updates to that item.

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: How do I find a booking from this order on the calendar?

A: Click the id next to Booking id: on the booking line. A new tab opens your preferred bookings view on that booking's date with its drawer open. Cancelled bookings have no link, since they don't appear on the bookings page.

Q: Can I resend the booking confirmation or a custom template from the order?

A: Yes. Navigate to the Emails tab within the transaction, then click Send an email. The picker lists the booking confirmation, reminders, follow-ups, payment request, gift card emails, and any custom templates relevant for that transaction.

Q: Why is the picker empty when I attempt to send an email through transaction details?

If the picker is empty, turn on the email you need in Simple emails or configure the template via Settings > Template Availability > Show on transaction details page in Email templates.

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.