Sales and orders

You track your sales in Sweescape, in SweeAnalytics and in your Stripe dashboard. Refunds are made from the attendee list.

Where to find your sales

The Sweescape dashboard has no order list. Each ticket sold becomes an attendee, and you follow your sales through your attendees.

Where	What you find there
The event’s Participants tab	One row per ticket sold: the details entered by the buyer and the ticket bought. A refunded ticket stays in the list with the Refunded badge. You can export the list. See The attendee list.
Ticket tab, Your Tickets block	The remaining seats for each ticket.
Ticket tab, Codes block	How many times each code has been used.
SweeAnalytics	Revenue, number of tickets sold and average cart value, excluding refunded tickets. See Sales and traffic and Conversions.
Stripe dashboard	Each payment: amount, date, customer (billing name and email) and description, written in French (event name, tickets bought, any discount and extras, total including VAT).

Payments are collected on the Stripe account chosen when the event was created. If you have several Stripe accounts, look for the payment on the right one.

Refund a buyer

You refund a buyer from the Participants tab: a single ticket or their whole order, with the Refund item of their row’s menu. The refunded ticket stays in the list, marked as refunded, and its QR code is refused at the entrance. Its seat goes back on sale. See Refund a ticket or an order.

A refund made directly in your Stripe dashboard is also taken into account. If it covers the whole payment, the order’s tickets are marked refunded. If it is partial, no ticket is invalidated.

Cancel an attendee’s ticket

For a ticket bought online, refund it rather than deleting the attendee: the refund invalidates the ticket and puts its seat back on sale.

Deleting an attendee is still useful for a ticket that cannot be refunded from Sweescape, for example an attendee added by hand or a ticket sold before refunds arrived. Their QR code is then no longer recognised at the entrance.

Open the event’s Participants tab.
On the attendee’s row, click the gear icon, then Delete the participant.
Confirm with Delete now.

An order of several tickets created one attendee per ticket: delete each of them if the whole order is cancelled.

Cancellation requested by the buyer

Buyers can neither cancel their order nor get a refund by themselves from the ticketing page: they must contact you, and you refund them from the Participants tab. State your cancellation policy clearly on your ticketing page.

A buyer says they did not receive their tickets

Look for the buyer in the Participants tab.
If they are there, check their email. Correct it if needed with Edit the participant, then resend the ticket with Send invitation by email, from the gear icon on their row. See Send invitations.
If they are not there, look for their payment in Stripe. If the payment succeeded, add them manually with the right ticket. See Add an attendee.

Also remind the buyer that each ticket arrives in a separate email, and that the invoice goes to the billing email, which may be different.