Viewing Order Details

To view the details of an Order on your system, go to the Admin section, click "Orders", and then select an order.

  1. Purchaser name
  2. Purchaser address
  3. Purchaser telephone number
  4. Purchaser email address
  5. Order reference number
  6. Order date / time
  7. Order total
  8. Outstanding balance
  9. Order tags (See below)
  10. Order status (See below)
  11. Order item details: Product Name + Start Date & Time + End Date & Time + Location + Participant Name
  12. Order item source (See below)
  13. Last edited by
  14. Order item net amount
  15. Order total tax amount
  16. Order total amount
  17. Order item actions (see below)
  18. Order net total
  19. Order tax total
  20. Order total
  21. Transaction date / time
  22. Transaction status
  23. Transaction type
  24. Transaction source
  25. Transaction amount
  26. Transactions total
  27. Order notes (See below)

Order Tags

Introduced in v3.4, Orders can have freeform tags added to them for administrative purposes. This can be used to track certain Orders, or to record actions taken against them (for administrative purposes).

To add a new tag to an Order, you simply enter the tag name and hit enter. This then applies the tag against the Order.
Once a tag has been added to an Order, it can be used again on other Orders by entering the tag name into the box, and clicking on the suggestions provided.

Tags can be used in the Filters on the Orders screen.


Order Items and Transactions both display their "source", this is to record who added the order tiem to the order, and where the Transaction originated.
In most cases, these will be "Customer", as they will have been added by the customer to the order. However, in some cases, they might have been added by an Admin, in which case, the source will be "Staff(Name)". This allows for easy and quick checking of where order items and transactions originate from.

Order Notes

Order notes can come from three sources:

  • The "Comments / Special instructions" box at the end of the Billing Page
  • Admins
  • Booking Live (as part of a Migration)

In all cases, Admin Notes can only be seen by people with access to the Admin section of the booking system.

Order Actions

The last column for an Order item has up to four icons displayed:

(Left to right)

  1. Edit Event
  2. Edit Participant
  3. Swap Event (Multi Events only)
  4. Remove item

In the top-right of the Order details screen, there is an "Actions" menu, which provides the following options:

  • Add to Order
  • Edit Details
  • Resend Confirmation
  • Cancel Order
  • Add Payment
  • Complete Order

Edit Event

This option allows you to change the event/event series that has been chosen for the same product.

Edit Participant

This option allows you to change/update/edit the details for the Participant of this Order item.

Swap Event

If enabled, this option allows you to swap out one event from an Event Series for another event in a different Event Series for the same product.

Remove Item

This allows you to remove a single Order item from this order, such as a single event or participant.

Add to Order

This action allows you to add an additional item to the Order. When you select this option, you will be provided with the following options:

Additional booking
Add an additional booking which could be of any product type and will recalculate the basket total upon submission, potentially triggering discounts
Add an upsell to this order. (This option will be greyed out if there are not Event Upsells set up on any of the products in the order)
Physical Item
Add a Physical item to the order. This can include any Physical Item set up on the system. (This option will be greyed out if there are no Physical Items on the System)

Edit Details

This action allows you to edit the details of the Purchaser of the Order.

Resend Confirmation

This action allows you to resend the confirmation e-mail, if required.

Cancel Order

This action will cancel the Order, but not process any refunds.

Add Payment

This action will only be displayed if there is an outstanding balance against the Order. This option will take you to the Billing Admin page, where you can then process any additional payments against the Order, as required.

Complete Order

This action will only be displayed if the Order has been cancelled. This option will allow you to complete the Order and make it active again.

Transaction details

To view more details about a Transaction, simply click on the  icon, which will then open up a pop-up window, displaying more details about the Transaction.

Refunding Transactions

To mark a Transaction as having been refunded, go to the Transaction Details, and then click on the "Refund" button.
You will be asked to provide a reason for the Refund, and to state the method through which the Transaction was refunded.

If you use SagePay or Stripe as your Payment Gateway, upon refunding a Card transaction - Booking Live will process the relevant refund through the payment gateway for you. All other Payment Gateways will require a manual refund via the gateway.