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The Manage Your Order center lets buyers open tickets and use the self-service actions available for their order. Buyers enter through their confirmation email; they do not need a Manager Portal account.

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Open Site Settings

  1. Sign in to Manager Portal.
  2. Go to Settings → Customer Self-Service.
  3. Review the options below and click Save.

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Configure Each Event

Open Events → your event → Self-Service. The page is headed Self-Service — Can’t Make It.
  • Change Your Time is available for General Admission events. Enable Allow Customers to Change Timeslot and set the cutoff in hours or days before the event.
  • Under Refund Requests, set Enable Refund Requests for this event. Review its fee and partial-request options, then save.
  • For General Admission events with time changes enabled, Offer a Time Change First can show buyers a rescheduling option before the refund form.
Events without saved Self-Service settings follow the site setting. Once you save an event’s Self-Service page, that event keeps its own settings. Review the events you want to enable before changing the site setting.
Enabling refund requests gives buyers a way to ask; your team still reviews and decides each request. Set up and manage refund requests.

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What Buyers See

Available actions depend on the order, event type, event settings, and any change-time cutoff. Buyers may be able to view or download tickets, edit attendee details, complete required waivers or photos, change an eligible time, request a refund, cancel a free order, or contact the organizer. Unavailable actions are hidden or show an explanation. To send a buyer their order-access link, open the order and choose Action → Send E-Tickets & Receipt. If Manage Your Order is unavailable for your account, contact Support.