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Booking details and statuses

View booking details, understand the Orders list, find bookings by search, channel, status, or date period, and learn what each booking status means.

View as Markdown

Select Orders from the main menu to view all bookings, including bookings for events shared with you.

Understand the Orders layout

Each booking order provides a quick overview of:

Note: The view and available details may differ slightly between desktop and mobile layouts.

View booking details

Click on a booking to open its booking page.

The booking page includes:

  • Booking code
  • Order date and status
  • Event details and status
  • Payment method
  • Channel and operator
  • Segment, if applied
  • Seats list or receipt
  • Discount information, if applied. In the receipt, this shows the source of the discount.
  • Note
  • Customer information
  • Action buttons

The customer information section also shows the language the customer used to complete the booking. All future notifications are sent to the customer in that language.

Filter bookings

Use the filters in the top-right corner of the Orders page:

  • Search — Find bookings by event title, booking code, customer information, or operator.
  • Channel and status — Click to filter bookings by channel, status, or both.
  • Period — Click the calendar to filter bookings by a date period.

Search tips

Use double quotes for an exact match

By default, search uses a broad match and matches individual keywords. Results with stronger matches usually appear first, which is sufficient in most cases.

When searching for an event title or another precise phrase, wrap the term in double quotes. For example: "Long Days's Journey Into Night"

You can combine multiple exact-match terms by placing each one in double quotes. You can also combine an exact-match term with broader keywords.

Search by a partial booking code

Booking codes in Entase usually use the format AA-BBB-CCCC, with three parts. To search by booking code, enter at least the first two parts followed by a dash. This finds the order even if the final four letters have changed because of previous edits.

Working examples:

  • ✅ AA-BBB-
  • ✅ AA-ABAB-

These formats do not work:

  • ❌ AA-BBB
  • ❌ AA-B
  • ❌ AA-
  • ❌ AA

Booking statuses

The lifecycle of the booking orders look like this:
Pending ➔ Unconfirmed ➔ Confirmed ➔ Canceled ➔ Refunded

Pending

The order remains incomplete because either the customer's payment failed, or the payment request has not yet been fulfilled.

Failed payment
No seats are reserved.

The most common cause is an issue with the payment method, such as:

  • Insufficient funds
  • 3D Secure verification failed
  • Card blocked by the issuing bank
  • Other payment issues

Payment requests
Box office orders issued with the Request online payment toggle enabled remain in this status until payment is made. Seats are reserved until the payment request expires or is canceled by the organizer. The operator can set an expiration date or leave the request open-ended.

Unconfirmed

The order completed but is awaiting payment confirmation.

Card payments
Most card payments are confirmed within about 1 minute. PayPal payments may take a few minutes longer. Seats are reserved until confirmation arrives from the payment provider.

Deferred payments
Deferred payments are payment methods that usually take a few hours to complete, and their completion is not guaranteed.

Seats are usually reserved for 3–24 hours, depending on the circumstances and payment method. As a general rule, the further away the event date, the longer the payment completion window and seat hold.

Confirmed

The booking is complete: payment is confirmed, seats are reserved, tickets are delivered, and the order total is counted in Statistics.

Online orders
Funds are credited to the organizer's balance. The receipt and tickets, or an action link, are sent by email.

Box office orders
Payment was collected in person, and tickets were delivered to the customer.

Canceled

The booking is canceled, seats are released, and tickets are invalidated.

Important: Money was not refunded, and the order still counts toward Statistics.

Refunded

This status follows a cancellation. Money is refunded, and the total amount is subtracted from Statistics.

Online orders
The refund is automatically issued to the payment card and is processed within 3–10 business days, depending on the bank and region. Some deferred cash payment methods are one-way, and the payment provider does not support refunds. In these cases, no refund transaction appears in the balance.

Box office orders
No refund transaction is created for refunded box office orders. Because payment was collected in person, the cashier is assumed to have returned the funds in person or by bank transfer outside Entase.