Pending Tickets

Keep an eye on orders that are part way through checkout, see how many tickets are being held, and spot customers who repeatedly start orders without paying.

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When a customer adds tickets to their basket and heads to checkout, those tickets are held for them while they pay. If they do not complete the order, the tickets are released again after a short while so other customers can buy them. To limit how many unpaid orders a single customer can have at once, see your Order and Cart Settings. The Pending Tickets dashboard shows you all of this activity in real time, so you can see what is being held right now and spot any unusual behaviour.

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Where to Find It

1. In the admin panel, click Orders in the left-hand menu.

2. Click the Pending Tickets button at the top of the page.

The dashboard updates itself automatically while you have it open.

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What the Stats Show

At the top of the page you will see a quick summary:

• Pending Orders: How many orders are currently part way through checkout.

• Tickets Held: The total number of tickets being held across all of those orders.

• Value Held: The total value of the tickets being held.

• Most Held Product: The competition with the most tickets currently being held, along with that ticket count.

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Reading the Table

The table lists every order that is currently being held, with:

• The customer's name and email address.

• The competitions involved and how many tickets are held.

• A Ticket Pressure indicator, showing how heavily a competition is being held.

• A Cancellations badge, showing how many orders that customer has cancelled in the last seven days. This is colour coded so a high number stands out.

• The total value of the held tickets.

• A timer showing how long the customer has been in checkout.

Rows for very large orders are highlighted so they catch your eye. This helps you quickly notice when a single customer is holding a large number of tickets.

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Cancellation Leaderboard

Below the table you will find a Cancellation Leaderboard. This lists the customers who have cancelled the most orders over a period you choose (3, 7, 14, or 30 days). It is a quick way to spot customers who repeatedly start orders without finishing, which can point to genuine payment trouble worth helping with, or to someone tying up tickets they do not intend to buy.

A held ticket is a normal part of checkout, not a problem in itself. Tickets are only held temporarily and are released automatically if an order is not completed, so they become available to buy again.