AdminBox OfficeIncomplete Orders is the "loose ends" page: anywhere money has been taken but the sale isn't finished and settled. Pick a venue on Ticket Sales first — the page says "Select a venue in Ticket Sales to see its incomplete orders" until you do.
It has up to three sections, and each one only appears when it has something in it. On a clean night the page reads No incomplete orders with money collected on them.
Incomplete orders
An order you started at the register, took money on, and never completed — the browser closed, the connection dropped, or the patron walked away mid-sale. Each card shows the order id, Paid $x of $y · balance $z, and every tender with its status.
Only orders with something actually collected (a succeeded card or cash tender) appear here. An empty order with nothing paid on it is cleaned up on its own.
Their seat holds are deliberately kept alive for up to 24 hours, so an order paused mid-sale doesn't lose its seats while you sort it out.
There's no way to pick an order back up from here. Cancel & refund is the only action: it refunds the card tender and releases the holds. If the patron still wants the tickets, cancel the stuck order and ring the sale again from the start.
Box Office staff can do all of this. Cancelling an unfinished order is the one place box-office staff cause a card refund — a refund on a completed order always needs a venue admin.
Offline POS sales needing review
A Door POS sale that was rung up with no network and uploaded after the seat had already been sold to someone else. The money was recorded so the drawer and the books balance, but it's held as pending review — not counted as ticket sales — and no ticket was issued.
Each card shows the performance, the amount and tender, which seats clashed and with which order, when it was sold, when it uploaded, and the device, staff member, register and drawer behind it. Two ways out:
- Seat it — the order becomes a normal purchase and its money moves from pending review to ticket revenue. Only possible once the seats are free again, so refund or move the conflicting sale first. You'll be asked to confirm.
- Refund — refund the patron on the tender they paid with. You can add an optional note.
If a card says "Money was NOT confirmed recorded for this order", check the drawer and the ledger by hand before doing anything. Seating or refunding it will try to book the pending-review entry first and will refuse if that still fails.
Offline card sales needing attention
A Door POS card sale taken offline whose stored card came back declined once forwarded to Stripe, or that Noctern couldn't verify against Stripe. Tickets are never voided automatically — the guest already came in on that ticket. Each card names the reason:
| Reason shown | What happened |
|---|---|
| Declined | The bank refused the stored card when it was forwarded. |
| Verification mismatch | The forwarded payment didn't match what Stripe has on record. |
| Offline card sales were disabled for this venue | The sale was taken offline while the venue's setting was off. |
| Over the venue's per-sale cap | The sale was above the venue's offline card limit (the cap and the amount charged are both shown). |
Choose one:
- Mark collected — record how the money actually came in: type
cash,check, orother(and the check number if there is one). This replaces the failed card attempt with the real tender, so reports and the accounting journal show what actually happened. - Write off — the venue isn't collecting this money. A reason is required and it's recorded in the venue's activity log.
- Accept — only offered on the two policy reasons (setting off, over the cap). The charge itself was fine; this just acknowledges that it broke the venue's own rule and clears it from the list.
A sale sitting here with no payment reference yet (still forwarding) is normal and not something to act on — only a genuinely declined, mismatched or policy-flagged sale needs a decision. A daily email to the venue's event address batches everything still open into one message.