Find an auto-canceled or abandoned order
Use this when a customer says their order "disappeared", when a payment arrived for an order you cannot find, or when you need to check whether a checkout was ever completed.
ToucanTix cleans up unfinished orders automatically:
- Orders that never completed checkout, or booked online orders whose payment never arrived, are canceled after a timeout. They are marked Abandoned.
- Reserved orders whose reservation deadline passes become Expired.
See the full order state reference in How orders, payments, invoices, and tickets fit together.
Before you start
- Get an identifier from the customer: order number, customer name, customer number, or email.
- Ask whether the customer retried. A failed first attempt is often followed by a second, successful order.
Find an abandoned order
Abandoned orders are hidden from the main order list.
- Open Sales > Orders and search by order number, customer name, or customer number.
- If nothing matches but abandoned orders do, the empty list says so and offers View abandoned orders. You can also open the actions menu at the end of the table header and select View abandoned orders at any time.
- The Abandoned orders list supports the same search and filters as the main list. Open the order; its state shows Abandoned.
Find an expired order
Expired orders stay in the main order list.
- Open Sales > Orders.
- Open the filter panel with Filter by.
- Under Order statuses, select Expired. Combine with Visitor date or Created date filters to narrow the list.
Read the history
Open the order's History tab:
- An automatic cancellation appears as Order automatically canceled, with the explanation that the system canceled the order after the reservation or payment timeout expired.
- Payment provider notifications, invoice entries, and sent emails around that time show how far the checkout got.
Check for a duplicate successful attempt
Before telling the customer their order is gone:
- Open Sales > Customers, open the customer, and check the Orders tab for a later order.
- Compare the services, date, and total with the abandoned or expired order.
If a later booked order exists, the customer's purchase went through and the abandoned order needs no action.
Expected result
You know whether the order was abandoned or expired, when the system closed it, whether any payment or email was involved, and whether a later successful order replaced it.
Troubleshooting
| Problem | What to check |
|---|---|
| Order number not found anywhere | The Abandoned orders list, the global Search box in the sidebar, and typos in the number. |
| Customer insists they paid | History for payment provider notifications, the invoice state, and a later successful order. |
| Reservation vanished | Whether the order state is Expired and what reservation deadline applied. |
| Too many abandoned orders for one customer | Repeated checkout failures; test the checkout and check the payment setup. |
