Review requests
An order holding a ticket that needs approval is a request. Approve or decline the whole order from its drawer or in bulk, and choose whether to email the buyer.
Pro or GalaOwner · Admin · Manager
When a cart holds any ticket type that needs your approval, the whole order becomes a request: the buyer and every guest on it, decided together. Nobody on a request holds a seat or gets a ticket until you approve.
Before you start
Requests come from ticket types with approval turned on. See Require approval for a ticket.
Review a request
- 1In the event, open Guests → Orders. Requests sit at the top with the status Pending approval.
- 2Click the request. The status card shows what's held on the card, how many seats are left, and the buyer's history with you, like "First time with Chabad of Starbase." A "Declined before" chip means you've declined this buyer before.
- 3Check each guest's answers under Tickets.
- 4Click Approve or Decline.
- 5In the confirm, leave the email checkbox on to send their tickets, or the decline. When declining, you can type in Add a note (optional); it goes under your decline email's own text.
- 6Confirm. A message says what happened, and the drawer moves on to the next request.
To decide several at once, use Select on the Orders page. See The Orders page.
What happens next
- When
- A cart holds a ticket that needs approval, alone or inside a bundle
- Then
- The whole order becomes a request: every ticket on it, the buyer's and the guests', waits for your decision together.
- When
- You approve a paid request
- Then
- Ovante captures the hold, or charges the saved card if the hold has run out. If that charge fails, the order becomes Awaiting payment and the buyer gets a link to pay, even if you chose not to email them.
- When
- You approve, and the event can't fit the order
- Then
- Ovante refuses the approval. The drawer and the bulk bar show the seats left, for the event and for each limited ticket type, before you try.
- When
- You decline a request, or the buyer cancels it
- Then
- Ovante releases any card hold and the order shows Declined; the drawer says whether it was declined, expired or withdrawn. The buyer gets an email unless you turned it off or they cancelled it themselves.
- When
- A request is waiting
- Then
- Your contacts, CRMs and webhooks hear nothing about it. When you approve it, they get it as a new registration and a completed order.
- When
- Your org takes payments through PayArc
- Then
- You can't turn on Require approval for a ticket, because PayArc can't hold a card. Checkout through PayArc refuses an order holding an approval ticket.
Good to know
- The seats line reads like "10 seats left · 4 VIP left". When an order won't fit, it says so, for example "This order needs 3 seats; 2 are left. Approving is refused until there is room.", with Raise capacity.
- With the email checkbox off, Ovante sends nothing. The one exception is the pay link when a card can't be charged, because without it the buyer can't pay.
- Buyers can see where they stand from the link in their "Request sent" email, and can cancel the request there.
- A request still open when the event ends expires, if it was placed before the end.
- The org's owner gets an email for each new request, with a Review request button, and the owner's bell in the sidebar counts requests waiting.
- PayArc can't hold a card, so approval tickets aren't available on PayArc.
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Related
How paid requests are chargedA paid request holds the buyer's card at checkout and charges it only when you approve. If the hold has lapsed, Ovante charges the card the buyer saved; if that fails, the buyer gets a link to pay.Require approval for a ticketTurn on Require approval on a ticket type and every order holding it waits for you to approve or decline. Paid requests hold the card instead of charging it.The Orders pageOne row per order, with requests waiting on you pinned to the top. Filter by status or ticket type, decide requests in bulk, and open any order's drawer.Approve is refusedThe order doesn't fit the seats left. Raise the event's capacity or the ticket type's quantity, or decline the request.