Ticket sales and ticket orders are managed directly in Splash.

In this article, learn how to view, add, resend, edit, and refund ticket orders.

	This feature is available to Free, Basic, Pro, and Enterprise plans
	Roles available: Admin, Admin (Basic), Group Manager, Creative Specialist, Event Organizer, Integration Specialist, Viewer, and On-Site Specialist
	This feature is in General Availability

On this page:

View ticket orders

You can view and manage ticket orders and track your event’s total revenue within your Splash event.

To get started, go to the RSVPs tab. At the top of the screen, you will find the total number of tickets sold and the total ticket sales.

Under Tickets Sold you’ll see the following categories:

• Available: The number of tickets available for purchase.
• Pending: The number of tickets currently in customers’ carts.
• Refunded: The number of tickets you refunded. 

Under Total Payout, you’ll find your total ticket sales and fees. You’ll also see a breakdown of Stripe fees listed.

Organize your guest list

Filters and columns give you flexibility to organize your guest list based on ticket type, checked in status, and more.

To apply filters to your guest list:

1. Open the RSVPs tab.
2. Click Filter Responses.

Here, you’ll see the following categories:

• Columns: Use columns to choose which information appears in your guest list view.
• Filters: Use filters to segment your guest list based on certain criteria.
• Group by: Use group by to view your guest list based on all tickets, just orders, or specific ticket types.

Add guests

You can manually add guests to provide them with tickets. You can give tickets to individual guests and larger guest lists.

Before getting started, note that:

• Credit card information isn’t collected when guests are manually added.
• You can't add guests to deleted or sold-out ticket types. Ensure the ticket is available and increase the quantity before adding or importing.
• If the Limit One Order per Email setting is enabled, new tickets cannot be added to guests with an existing email.

Add an individual guest

To add an individual guest:

1. Open the RSVPs tab.
2. Click Add New Attendee.
3. Enter the guest’s details.
4. Enter the quantity amount next to each ticket.
5. Check the box next to Send email with ticket to user upon save to send the guest a confirmation email.
6. Click Add to List.

Import a list of guests

Multiple guests can be imported at once using a .CSV file

To get started, create four columns in your preferred spreadsheet application (e.g. Microsoft Excel, Numbers, etc.) with the following headers:

a. First Name
b. Last Name
c. Email
d. Quantity

Fill out the spreadsheet and then save or export the file in a .CSV format.

Next, import the guest list in Splash.

1. Open the RSVPs tab.
2. Click Import Attendees.
3. Select which ticket type you’d like to comp the tickets for.
4. Click Upload your .CSV file.
5. Confirm that the .CSV columns are mapped correctly.
6. Click Import Rows.
7. Select And send ticket email to send each guest a confirmation email.
8. Click Yes.
   

Splash will send an email when the guest import is complete.

Since the ticket price and fees are waived when guests are manually added, no order total or ticket price will appear next to the guest in the guest list.

Any duplicate email addresses will be removed when importing a guest list. Multiple tickets can be granted to a single guest using the Quantity column.

Resend ticket orders

Splash sends two confirmation emails with each ticket order:

1. Ticket receipt email: The ticket receipt email is sent to the guest making the payment. The ticket receipt email consists of the confirmation email and a PDF attachment of the ticket receipt. 
2. Ticket holder email: The ticket holder email is sent to any guest(s) who will be using the ticket.

If Include Ticket PDF is selected in the Confirmations touchpoint, the ticket purchaser will receive a PDF attachment that includes all purchased tickets. Each ticket holder in the order will also receive an individual PDF attachment for their specific ticket.

Confirmation emails can be re-sent for an entire order or an individual ticket in an order.

To resend an order:

1. Open the RSVPs tab.
2. Hover over a guest and click the pencil icon that appears.
3. Select More Actions.
4. Select which email to send:
   • Resend ticket holder email: This resends each ticket holder's confirmation email. The email will include a PDF attachment of the ticket if the option is enabled. 
   • Resend receipt to purchaser: This resends the confirmation email and receipt to the guest who purchased the tickets. The email will include PDF attachments for each ticket holder if the option is enabled.
   • Resend entire order: This resends confirmation emails to the ticket purchaser and any ticket holders. These emails will include PDF attachments if the option is enabled.
5. Click Resend Emails.

Edit and transfer ticket orders

Ticket orders can be edited at any time. This includes editing a guest’s name, email, and any other information submitted during registration.

To edit a ticket order:

1. Open the RSVPs tab.
2. Hover over a guest and click the pencil icon that appears to edit.
3. Click Edit Attendee.
4. Make any necessary changes.
5. Click Save.

Splash offers the option to transfer tickets from one guest to another.

To transfer a ticket:

1. Open the RSVPs tab.
2. Hover over a guest and click the pencil icon that appears to edit.
3. Click Edit Attendee.
4. Update the first name, last name, and email address.
5. Click Send email with ticket to user upon save to send the new guest a confirmation email.
6. Click Save.

Since no new credit card information is collected when a ticket is transferred, the charge will remain on the original card used to purchase the ticket.

Issue refunds and revoke tickets

Tickets can be refunded and revoked in the RSVPs tab.

When a ticket is revoked, the ticket is invalidated and can no longer be used by the guest. 

When a ticket is refunded, the guest who purchased the ticket will receive a reimbursement for their payment along with an email notification. Full or partial refunds can be issued for individual tickets and cannot be issued in bulk.

Once a ticket is refunded or revoked it cannot be reversed.

Issue a full refund

To revoke a ticket and issue a full refund:

1. Open the RSVPs tab.
2. Hover over a guest and click on the pencil icon that appears to edit.
3. Click Issue a Refund/ Revoke Tickets.
   
4. Select which ticket(s) should be refunded and revoked and then click Process Refund.
   
   
5. To refund a ticket without revoking it, unselect the ticket before clicking Process Refund.
   

Issue a partial refund

In addition to full refunds, partial refunds can be issued for check or Stripe payout methods.

To revoke a ticket and issue a partial refund:

1. Open the RSVPs tab.
2. Hover over a guest and click on the pencil icon that appears to edit.
3. Click Issue a Refund/ Revoke Tickets.
4. Select which ticket(s) should be refunded and revoked and enter the refund amount.
5. Click Process Refund.
6. To issue a partial refund without revoking the ticket, unselect the ticket and manually enter the dollar amount to refund. Then, click Process Refund. 

Splash will send an automated email to the guest letting them know their ticket has been refunded. The refund email template cannot be customized.

Once the refund is processed, the Total Payout section in the RSVPs tab will update with the refunded amount in the form of a negative number. The refunded ticket will also be highlighted in red within the guest list. A list of all refunded tickets can be viewed using the Refunded filter. 

Any and all associated Splash fees are included in partial and full refunds. Stripe's processing fee will not be refunded. If a refund is issued to an attendee's card that is no longer active, the purchaser must communicate with their bank to receive the funds.