Sales, orders and refunds

You track your sales in Sweescape, in SweeAnalytics and in your Stripe dashboard. Refunds, however, are only made in Stripe: Sweescape is not notified, so you cancel the tickets concerned yourself.

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. 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. See Sales and traffic and Conversions.
Stripe dashboard	Each payment: amount, date, customer (billing name and email) and description (event name and tickets bought).

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

Refunds are made in Stripe. Sweescape has no refund button.

1. Log in to your Stripe dashboard, on the account linked to the event.

2. Find the payment, for example by searching for the buyer’s billing email. The payment description starts with the event name.

3. Refund the payment, in full or in part, from Stripe.

4. Come back to Sweescape and delete the attendees of the order if their tickets must no longer be valid (see below).

Sweescape does not see refunds

A refund made in Stripe changes nothing in Sweescape:

• the tickets remain valid and their QR code still passes at the scan;
• the seats are not put back on sale;
• the use of any code remains counted;
• the sale stays in SweeAnalytics;
• no credit note is issued, and the buyer’s invoice stays unchanged.

Delete the attendees concerned and handle the credit note with your accounting tool if you need one.

Cancel an attendee’s ticket

Deleting an attendee makes their ticket unusable: their QR code is no longer recognised at check-in.

1. Open the event’s Participants tab.

2. On the attendee’s row, click the gear icon, then Delete the participant.

3. Confirm with Delete now.

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

The seat is not put back on sale

Deleting an attendee does not give their seat back to the ticket: the remaining seats counter still counts the order, and the quota of any code is not given back. Since a ticket’s quantity cannot be changed, create a new ticket with the number of seats to put back on sale if you want to resell them.

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. State your cancellation policy clearly on your ticketing page.

Check the FAQ text

The FAQ block of the page editor contains sample answers, including “Tickets are refundable up to 7 days before the event. After this period, no refunds will be possible.” and “You will receive your badge by email 24 hours before the event…”. Replace them with your own terms: tickets bought are actually sent right after payment. See Page blocks.

A buyer says they did not receive their tickets

1. Look for the buyer in the Participants tab.

2. 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.

3. 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.

Learn more

• The purchase flow
• Prices, VAT and fees
• Export attendees