Search for orders by receipt, ticket, or customer
Use this when a customer has incomplete information and staff need to avoid opening the wrong order.
Search order
Start with the strongest identifier and search where it is indexed:
- order number — Sales > Orders or the global Search box in the sidebar
- invoice or receipt number — Sales > Documents or the global Search box
- ticket number — Sales > Attendees or the global Search box
- customer email — Sales > Customers or the global Search box
- customer name and event date — any of the lists above, then narrow by event and date
Phone numbers are not searchable. When a customer can only give a phone number, ask for their name, email, or a number from the confirmation email instead.
Steps
- Enter the identifier in the global Search box in the sidebar, or open the matching list and use its search or Filter by.
- If there is no result, remove spaces and punctuation from numbers and try again.
- If you find multiple matches, compare customer name, email, event, date, total, and payment state.
- Open the order and check Overview, Documents, Attendees, and History as needed.
Expected result
You identify one correct order or can explain why more information is required.
Troubleshooting
| Problem | What to check |
|---|---|
| Receipt number returns nothing | Search Documents for the receipt number if your account separates documents from orders. |
| Ticket number returns multiple records | Check whether tickets were reissued, canceled, or duplicated in a group order. |
| Customer has duplicate profiles | Compare email, phone, order history, and customer account before changing data. |
| Customer paid but no order appears | Check abandoned orders, payment provider reference, email spelling, and duplicate successful attempts. |
