> ## Documentation Index
> Fetch the complete documentation index at: https://help.simpletix.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Set Up Customer Self-Service

> Manage buyer self-service settings, refund-request defaults, free-order cancellations, and the order reply-to email.

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.

## Open Site Settings

1. Sign in to [Manager Portal](https://manager.simpletix.com).
2. Go to **Settings → Customer Self-Service**.
3. Review the options below and click **Save**.

| Setting                                              | What it controls                                                                                                                                          |
| ---------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Order Form & Attendee Questions → Edit questions** | Opens settings for checkout questions and attendee information.                                                                                           |
| **Cancel Free Orders**                               | Lets buyers cancel eligible free registrations through the Order Center and release their places.                                                         |
| **Allow Refund Requests**                            | Sets the default for new events and controls events without saved Self-Service settings. Non-event orders use it directly. Every request requires review. |
| **Order Confirmation Reply-To Email**                | Sets the monitored address for customer replies about orders. Enter a valid email address before saving.                                                  |

## 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.

<Note>
  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.
</Note>

Enabling refund requests gives buyers a way to ask; your team still reviews and decides each request. [Set up and manage refund requests](/docs/orders/refund-requests).

## 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](mailto:support@simpletix.com).

* [Buyer guide to Manage Your Order](/docs/ticket-buyer-help/manage-your-order)
* [Enable customer time changes](/docs/events/ga/enable-customer-time-slot-changes)
* [Set the order reply-to email](/docs/order-confirmation-and-e-tickets/set-reply-to-email-for-orders)