> For the complete documentation index, see [llms.txt](https://docs.rafflex.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.rafflex.io/helpful-info/pending-tickets.md). # 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. *** When a customer heads to checkout and starts paying, the tickets in their order are held for them so nobody else can buy the same ones. If they pay, the order completes and the tickets are theirs. If they do not finish, the held tickets are released automatically after a short while so other customers can buy them. The **Pending Tickets** page shows you all of this activity live. It is especially useful on busy launch nights, when a competition is close to selling out, or when customers tell you a competition "looks sold out" but the ticket counter says otherwise. {% hint style="info" %} A held ticket is a normal part of checkout, not a problem in itself. Tickets are only held for a short time and are released automatically if an order is not completed, so they become available to buy again. {% endhint %} *** ### Where to Find It 1. In the **admin panel**, find the **Competitions** group in the left-hand menu and click **Orders**. 2. Click the **Pending tickets** button at the top of the page. For more about the Orders area itself, see [Orders](/managing-your-site/orders.md). *** ### The Live Banner At the top of the page is a small banner: * **Live**, with a pulsing green dot, and a note that the page is refreshing itself. While you have the page open, the table of orders updates on its own every so often, so new orders appear and finished ones disappear without you doing anything. The four summary boxes at the top only update when you reload the page, so refresh your browser if you want up to date totals. * **Hold time**, on the right, showing how many minutes tickets are held for before they are released. This is for information only. *** ### The Summary Boxes Below the banner are four boxes giving you the big picture: | Box | What it shows | | --------------------- | ---------------------------------------------------------------------------------------------------------------------------------------- | | **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 those pending orders. | | **Most Held Product** | The competition with the most tickets currently being held, with the ticket count underneath. Shows **None** when nothing is being held. | {% hint style="info" %} **Can't see Value Held?** Staff accounts with the **Restrict Financials** restriction do not see money figures on this page, so the **Value Held** box and the **Total** column are hidden for them. Everything else still shows. {% endhint %} *** ### Reading the Table The table lists every order that is currently holding tickets. Orders holding the most tickets are shown first. | Column | What it shows | | ---------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Customer** | The customer's name, with their email address underneath. | | **Products** | The competitions in the order. Up to three are listed. | | **Tickets** | How many tickets the order is holding. | | **Ticket Pressure** | For each competition, how many of its remaining tickets this order is holding (see below). | | **Cancellations (7d)** | How many orders this customer has had cancelled in the last 7 days, for any reason. This includes checkouts they backed out of and unpaid checkouts that ran out of time, not just orders you cancelled. | | **Total** | The value of the order. | | **Duration** | A live timer showing how long it has been since this checkout started. | Click **View** at the end of a row to open the full order. You can sort by **Tickets**, **Cancellations (7d)** or **Total** by clicking the column heading. The table shows 10 orders at a time, and you can change this to 25 or 50 at the bottom of the table. If nothing is being held, you will see **No pending tickets** with the message "There are no orders with pending ticket reservations." #### What the colours mean **Ticket Pressure** is shown for each competition in the order as, for example, `250/1000 (25%)`. That means the order is holding 250 tickets and the competition has 1,000 tickets left. The colour tells you how much of an effect that has on what other customers can buy: | Colour | Share of the remaining tickets | | ------ | ------------------------------ | | Green | Under 3% | | Amber | 3% to just under 10% | | Orange | 10% to just under 25% | | Red | 25% or more | If a competition has no tickets left at all, it shows **Sold Out** in grey. **Cancellations (7d)** is a coloured badge: * **Grey**: no cancelled orders in the last 7 days. * **Amber**: between 1 and 5. * **Red**: more than 5. **Duration** changes colour as a checkout goes on: * **Green**: under 2 minutes. * **Amber**: 2 to 5 minutes. * **Red** (bold): 5 minutes or more. **Row colours** highlight very large orders so they catch your eye: * **Yellow row**: the order is holding 1,000 or more tickets. * **Red row**: the order is holding 5,000 or more tickets. {% hint style="success" %} **Tip:** a red **Ticket Pressure** reading on a competition that is nearly sold out explains why customers might briefly see it as unavailable. If that order is not paid, the tickets go back on sale automatically. {% endhint %} *** ### Cancellation Leaderboard Further down the page you will find the **Cancellation Leaderboard**. It lists the customers with the most cancelled orders over the period you choose, with the most cancellations at the top. Use the buttons in the top corner to pick the period: **3d**, **7d**, **14d** or **30d** (the last 3, 7, 14 or 30 days). It starts on **7d**, and the heading changes to match, for example **Cancellation Leaderboard (last 7 days)**. Each row shows the **Customer**, their **Email**, and a **Cancellations** badge: * **Grey**: 1 or 2. * **Amber**: 3 to 10. * **Red**: more than 10. Frequent cancellations can mean someone is having genuine trouble paying (for example their card keeps being declined), which might be worth a friendly message to help. They can also point to someone repeatedly holding tickets they do not intend to buy. {% hint style="info" %} **Want to stop one customer holding lots of tickets in several unpaid orders?** Switch on **Limit to Single Pending Order**. A customer then cannot start a new order while they already have one waiting to be paid. See [Order & Cart Settings](/additional-settings/order-and-cart-settings.md). {% endhint %} *** ### Page Guide At the very bottom of the page is a **Page Guide** box. It is a quick reminder of what **Pending Tickets**, **Ticket Pressure**, **Cancellations (7d)** and **Checkout Duration** mean, and what the row colours stand for, so you do not need to come back to this page every time. *** ### Related Pages {% content-ref url="/pages/sab6ApZeLwj7vOrDOrDt" %} [Orders](/managing-your-site/orders.md) {% endcontent-ref %} {% content-ref url="/pages/HDZdBWPtfDdEbAloNC9p" %} [Order & Cart Settings](/additional-settings/order-and-cart-settings.md) {% endcontent-ref %}