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Esora Help

Orders, Guests & Refunds

Once tickets are on sale, you can follow every order and guest from the Esora Organizer app or the web console. This page covers watching sales, finding guests, and refunding tickets.

Following sales live

Section titled “Following sales live”

Your event’s sales overview updates as people buy. You can browse and search orders and guest lists for each event and each date — search by name to find a specific person, check who’s registered, and see how a given night is filling up.

Refunding tickets

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Open the order — in the app or the web console. Its Tickets list shows one row per ticket with the seat or ticket number and what the buyer paid for it. Pick the tickets you want to refund and confirm. You never type an amount: the refund is exactly the sum of what those tickets cost.

  • Refund any part of an order. One ticket out of four today, another next week, until none are left — or all of them at once.
  • Each ticket comes back at what the buyer paid for it, discounts included.
  • The money goes back to the card the buyer paid with, and lands within the bank’s usual timeframe.
  • The refunded QR stops working immediately — before the money moves. The seat, or the spot in the capacity, becomes available again once the refund goes through, which normally takes seconds.
  • Used tickets can’t be refunded. A ticket already scanned at the door shows Used and can’t be picked — only the Esora team can refund a used ticket. Need to refund one anyway? Write to support@esora.app and we’ll do it for you.
  • One refund at a time per order. While a refund is with the bank, the order reads Refund pending; you can refund more tickets once it completes.

The order’s label follows what’s left: Paid, then Partially refunded once some tickets are refunded, then Refunded when none remain. A partially refunded order is still a sale and stays in your sales figures for what’s still standing.

Free registrations and comp tickets

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Same flow, same screen — the words change from refund to cancel, and no money moves. Pick the spots to cancel and confirm; the ticket stops working and the spot frees up. Free-registration guests can also cancel their own spot from the app or the link in their confirmation email, so you don’t have to do it for them.

What the buyer sees

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Every refund sends the buyer one email naming the tickets that were refunded, the amount on its way back, and the tickets that are still valid. Their order page and app pass update at once: refunded tickets lose their QR code, the rest keep working normally.

When a refund isn’t possible

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  • After the date has taken place. Refunds close when the date is over — get in touch and we’ll handle it.
  • After that date’s settlement report has been issued. The report is final, so a later correction goes through us — get in touch.
  • Tickets sold through a partner box office. If an order’s tickets are held by a partner, they can only be refunded all together — the screen preselects them and says so.

Cancelling a whole date

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If you need to cancel an entire ticketed date, contact the Esora team — get in touch. We handle it for you: we close sales for that date, automatically refund every order in full, and email all ticket holders. Please don’t try to refund a full date one order at a time — reach out and we’ll take care of it cleanly.

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