A request disappeared
A closed request leaves Needs review. It was declined, the buyer withdrew it, or it expired. Find it under Declined.
Needs review lists open requests only. A request closes three ways: someone on your team declined it; the buyer withdrew it with Cancel request on their order page; or it expired. A request placed before the event ended expires once the event is over, and an approved request whose card failed expires when the buyer doesn't pay in time. A closed request releases the card hold, so nobody was charged.
Fix it
- 1In the event, open Guests → Orders and pick Declined.
- 2Open the order. Its status card says Declined, "Expired: the event closed before a decision", or "Withdrawn by the buyer".
- 3To let the person in after all, ask them to register again, or add them yourself. See Add attendees by hand.
- 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- Ovante releases any card hold and the order shows Declined; the drawer says whether it was declined, expired or withdrawn.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
- An event ends with a request still open
- Then
- Within the hour Ovante expires each request placed before the end, releases its card hold and emails the buyer. A request placed after the end waits for you.
Not this?
- The order is still there and says Awaiting payment: see An approved request says Awaiting payment.
- Tickets sold looks low: see Tickets sold is lower than the orders I see.
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Related
Order statusesAn order's status says what happened to the decision and the money. Seven values, from Pending approval to Declined, and what moves an order between them.Review requestsAn 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.Who changed a status, and whenOvante records every change to a ticket's status, who made it and how. A ticket that's Not going says who set it, or why, and when.