Handle no-shows

Use this when a customer bought or reserved a ticket but did not attend.

Before you start

Check the event policy. A no-show is not the same as a cancellation, refund, or withdrawal request.

Open Sales > Attendees or the event's Attendees tab.
Search for the attendee by name or ticket number, or filter the list by order or event.
Confirm the attendee was not checked in.
Open the order and review payment state, invoice state, and order History.
Follow your policy: leave as paid no-show, contact the customer, rebook, cancel, or refund.
Add an internal note if your team needs a record of the decision.

State	Meaning
Paid and not checked in	Customer paid but did not attend. Usually keep the financial record unchanged.
Reserved and not paid	Capacity may need to be released according to reservation policy.
Canceled	Do not count as a normal no-show. Review cancellation history.
Refunded	Finance should reconcile as refund, not attendance revenue.

The order remains historically accurate, staff know whether follow-up is needed, and attendance reports are not changed by deleting data.

Problem	What to check
Customer says they attended	Scan history where available, door logs, manual entry notes, and attendee list.
Capacity stayed blocked	Reservation deadline, order state, and whether the order should be canceled or rebooked.
Finance wants no-shows separated	Use attendee state, check-in count, order state, and event report notes.