--- name: manage-orders-and-refunds description: "Find and manage Ticket Fairy orders: checkout questions, order approval, refunds, transfers, waiting lists and buyer support. Use when an organiser asks about an order, a refund or the checkout." --- # Manage orders and refunds This skill covers checkout questions, order approval, refunds, transfers, waiting lists and buyer support on Ticket Fairy. It lists the 16 published guides for this area and what an agent can do for each one. ## How to work 1. **Find the guide.** Pick the guide below that matches the task. If none fits, search all guides: connect an MCP client to `https://www.ticketfairy.com/docs/mcp` (Streamable HTTP, no account or key) and call `search_guides` with the task in plain words. 2. **Read it before you act.** Call `get_guide` with the guide's slug. It returns who the guide is for, what to have ready, every step and the common questions. Follow those steps; do not guess the dashboard from memory. 3. **Do the work, or hand it over.** Each guide below says what an agent can do: - **Command line.** With the organiser's permission, install the official CLI (`npm install -g ticketfairy`) and sign in with `ticketfairy login`, or use a Personal Access Token that the organiser stores in `TICKET_FAIRY_API_KEY`. Then check the account and pick the brand: `ticketfairy auth status`, `ticketfairy brand list` and `ticketfairy brand use `. Add `--output json --non-interactive` to every command you run that does not already choose its own mode, such as `--output csv` or `--interactive`; the commands below leave them out to stay short. - **MCP.** `ticketfairy mcp --read-only` starts the CLI's MCP server with read tools. Drop `--read-only` only when the organiser wants you to make changes. - **Fai.** Fai is the assistant inside the organiser's dashboard. When a task is not on the command line, give the organiser the suggested prompt to paste into Fai. - **Dashboard.** Otherwise, send the organiser the guide link and walk them through it. 4. **Keep secrets out of the chat.** Codes, passwords and tokens that the organiser receives go into the Ticket Fairy dashboard: the page that asks for them, or Fai there when the guide says so. They never go into your conversation with the organiser. 5. **Confirm before you change anything.** Show the organiser what you will create, change, send, refund or cancel, and wait for their yes. You can do only what their team role allows. 6. **Never take payment.** Buyers pay in the browser checkout. Bank, tax and payout details stay in the organiser's own browser. ## Guides - [Add custom questions to your event checkout](#add-custom-questions-to-your-event-checkout) - [Add custom terms to your event checkout](#add-custom-terms-to-your-event-checkout) - [Choose which AI assistants sell your tickets](#choose-which-ai-assistants-sell-your-tickets) - [Choose which details checkout asks your ticket buyers for](#choose-which-details-checkout-asks-your-ticket-buyers-for) - [Clear the ticket orders waiting on an ID check](#clear-the-ticket-orders-waiting-on-an-id-check) - [Download your ticket buyers](#download-your-ticket-buyers) - [Find and manage the orders for your event](#find-and-manage-the-orders-for-your-event) - [Let buyers refund their own tickets](#let-buyers-refund-their-own-tickets) - [Let buyers resell their tickets at face value](#let-buyers-resell-their-tickets-at-face-value) - [Move a buyer to a different ticket type or seat](#move-a-buyer-to-a-different-ticket-type-or-seat) - [Print venue directions and entry details on your tickets](#print-venue-directions-and-entry-details-on-your-tickets) - [Refund an order on your event](#refund-an-order-on-your-event) - [Resend a buyer's tickets and fix their details](#resend-a-buyers-tickets-and-fix-their-details) - [Run a waiting list for a sold-out event](#run-a-waiting-list-for-a-sold-out-event) - [Sell a block of tickets to a company and invoice them](#sell-a-block-of-tickets-to-a-company-and-invoice-them) - [Win back buyers who left checkout](#win-back-buyers-who-left-checkout) ### Add custom questions to your event checkout Slug `add-custom-checkout-questions`. Guide: https://www.ticketfairy.com/guides/add-custom-checkout-questions Collect extra information from buyers or ticket holders for your event checkout, such as a meal choice, accessibility request or company detail, and decide where each answer belongs. For: Your event team collecting extra buyer, ticket-holder or add-on information at checkout. What an agent can do: Fai can list an event's checkout fields and create basic order, ticket or add-on fields after showing you the proposed type, label and where the answer belongs. She can remove all custom fields only after an explicit full-wipe confirmation. Editing one existing field and setting conditional rules remain dashboard work. MCP and the CLI do not manage these fields. Prompt for Fai: "Show me the custom checkout fields on , then add a required ticket question called Meal preference with Vegetarian, Vegan and No preference as the choices. Show me the complete field and ask before saving it" #### Then: Review or remove existing questions What an agent can do: Fai can list the current fields or remove every custom field after you explicitly confirm the full wipe. Edit one field in the dashboard. Prompt for Fai: "List the custom checkout fields on , then show me which one I should edit in the dashboard to make it optional" ### Add custom terms to your event checkout Slug `add-custom-terms-to-your-checkout`. Guide: https://www.ticketfairy.com/guides/add-custom-terms-to-your-checkout Add labelled terms and conditions to your event checkout agreement, so buyers can open each section and accept the complete agreement before they pay. For: Ticket Fairy staff adding approved terms to an event checkout. What an agent can do: Custom event terms are a Ticket Fairy staff-only dashboard action. Fai can take you to the event Settings page, but she cannot create or edit the agreement and no MCP or CLI tool changes it. Prompt for Fai: "Open the Settings page for so a Ticket Fairy staff member can add the approved custom checkout terms" #### Then: Change or remove a section What an agent can do: Fai can take you to the event Settings page for a staff member to review, change or remove custom terms. Prompt for Fai: "Open the custom checkout terms for in Event Settings so a Ticket Fairy staff member can review them" #### Then: Collect answers instead of agreement What an agent can do: Fai can list or add basic custom order, ticket or add-on fields. Use the custom questions guide for that workflow. Prompt for Fai: "Show me the custom checkout fields on , then add a required ticket question after I approve the details" ### Choose which AI assistants sell your tickets Slug `choose-which-ai-assistants-sell-your-tickets`. Guide: https://www.ticketfairy.com/guides/choose-which-ai-assistants-sell-your-tickets AI shopping assistants can start a ticket order for buyers who ask them about events, at your prices and with your ticket rules, and send the buyer to the Ticket Fairy checkout page to pay. Turn an assistant off for your brand, or pause it for one event, to stop new ticket sales through it. For: Brand owners and admins deciding which AI assistants sell their event tickets. What an agent can do: Fai, the assistant inside your dashboard, can tell you which AI assistants sell your brand's tickets and turn one on or off for the brand. She shows you the change and asks you to approve it before she makes it. Prompt for Fai: "Which AI assistants can sell tickets for ? Turn off so it stops selling our tickets" #### Then: Turn an assistant back on What an agent can do: Fai can turn an assistant back on for your brand. She shows you the change and asks you to approve it first. Prompt for Fai: "Turn back on for so it can sell our tickets again" #### Then: Pause an assistant for one event What an agent can do: Fai can pause an assistant for one event. She shows you the change and asks you to approve it first. Prompt for Fai: "Pause for so it stops selling tickets for that event" #### Then: Resume an assistant for one event What an agent can do: Fai can resume an assistant you paused for one event. She shows you the change and asks you to approve it first. Prompt for Fai: "Resume for so it can sell tickets for that event again" ### Choose which details checkout asks your ticket buyers for Slug `choose-which-attendee-details-checkout-collects`. Guide: https://www.ticketfairy.com/guides/choose-which-attendee-details-checkout-collects Make every ticket buyer at your event's checkout enter a phone number, nationality, Instagram handle or date of birth before they can pay, and turn away buyers under your event's minimum age. For: Collecting a phone number, nationality, Instagram handle or date of birth from every ticket buyer. What an agent can do: Fai, the assistant inside your dashboard, can turn each of these questions on or off for an event and set its minimum age, and she shows you the change and asks you to approve it first. These checkout settings are changed in the dashboard or through Fai. Prompt for Fai: "On , make checkout ask every buyer for their , set the minimum age to , and show me the change before you save it" ### Clear the ticket orders waiting on an ID check Slug `verify-buyer-identity-at-checkout`. Guide: https://www.ticketfairy.com/guides/verify-buyer-identity-at-checkout See which buyers have a card on hold in the Needs Verification tab, send the ID check again, take the payment without it, or release the hold and put the tickets back on sale. For: Clearing the card holds waiting on an ID check so the tickets go back on sale. What an agent can do: Fai, the assistant inside your dashboard, opens the event and takes you to its orders. The decisions on a hold are made on the page, because taking the money and releasing it both change what the buyer has and cannot be undone. CLI MCP tools that read: `select_event`, `get_event`. Prompt for Fai: "Take me to the orders on " #### Then: Clear old holds every day What an agent can do: Fai can take you to the tab. The decisions themselves stay on the page, because taking a buyer's money and releasing it both change what they have and cannot be undone. CLI MCP tools that read: `select_event`, `get_event`. Prompt for Fai: "Take me to the orders on that are waiting on an ID check" ### Download your ticket buyers Slug `download-your-ticket-buyers`. Guide: https://www.ticketfairy.com/guides/download-your-ticket-buyers Get a CSV of every ticket for your event, with buyer details and optional add-ons as rows or columns. For: Getting your event's ticket buyers into a spreadsheet. What an agent can do: Ask Fai to prepare tickets only or tickets and add-ons for your event, with add-ons as rows or columns. If you do not choose, she prepares rows without add-ons. She shows you the request and waits for your approval, then gives you a dashboard link to your file. Owners and admins resume the file in Orders; marketing readers resume it in Marketing Assets. Open the link with the account that requested the file and select Download when it is ready. Fai checks progress without reading the buyers' details into the conversation. Prompt for Fai: "Prepare a file of tickets and add-ons for , then give me the page where I can download it" ### Find and manage the orders for your event Slug `find-and-manage-your-event-orders`. Guide: https://www.ticketfairy.com/guides/find-and-manage-your-event-orders Find any ticket order on your event by buyer, email address or order number, see which tab each order sits in, open it to read the tickets, the buyer and where the sale came from, and leave a note your team can see. For: Looking after the orders on your event. What an agent can do: Fai, the assistant inside your dashboard, finds an order by the buyer's email address or the order number, reads it back to you with its notes, and adds a note once you approve the wording. Over MCP your own assistant can list an event's orders by status and open one, and the command line does the same. Neither MCP nor the command line reads or changes order notes. Command line: - Lists the event's paid orders, newest first: `ticketfairy order list --status paid` - Opens one order with its tickets and buyer, using the number from the Order column: `ticketfairy order get ` CLI MCP tools that read: `select_brand`, `select_event`, `list_orders`, `get_order`. Prompt for Fai: "Find the order for on , tell me its status, tickets and any notes on it, then add this note once I approve it: " #### Then: Save a filtered view What an agent can do: Saved views are kept in the dashboard for your login, and Fai cannot save one. She can count an event's orders, or one buyer's by email address, but not by the filters a view saves. Prompt for Fai: "How many orders does have, and which of them are from " #### Then: Edit or delete a note What an agent can do: Fai reads an order's notes, then edits or deletes one after you approve the change. She asks before either, and a deleted note cannot be brought back. Prompt for Fai: "Show me the notes on order on , then change the one about to say: " ### Let buyers refund their own tickets Slug `let-buyers-refund-themselves`. Guide: https://www.ticketfairy.com/guides/let-buyers-refund-themselves Turn on self-refunds, see what a buyer is offered on their order page, and know what happens to the ticket and the stock afterwards. For: Letting buyers refund their own tickets from their order page. What an agent can do: Fai, the assistant inside your dashboard, can turn self-refunds on or off for an event and asks you to approve the change first. She refuses to turn them on once the event's money has been released, and says why. The terms a buyer is offered are not on anything she reads, so ask us for those. Command line: - Show the event, including whether buyers can refund themselves: `ticketfairy event get --output json` Prompt for Fai: "Turn on self-refunds for and confirm the setting is on" #### Then: Where the ticket goes What an agent can do: Fai can tell you the state each ticket on an order is in. Where a refunded place went afterwards is not recorded against the ticket, so that one is ours to check. Prompt for Fai: "What state is each ticket on for in" #### Then: When a buyer cannot refund What an agent can do: Fai reads the ticket's own state, so she can tell you it is refunded, transferred, checked in or on resale. The rules that come from the event rather than the ticket are not on anything she reads, so ask us where none of those fits. Prompt for Fai: "What state is the ticket on order in" #### Then: Refund on a buyer's behalf What an agent can do: Fai can refund an order for you in two steps: she asks for a code, which reaches your email address, and you give it to her with your approval before anything is refunded. Prompt for Fai: "Refund order on for , and send me the code first" ### Let buyers resell their tickets at face value Slug `let-buyers-resell-their-tickets-at-face-value`. Guide: https://www.ticketfairy.com/guides/let-buyers-resell-their-tickets-at-face-value Turn on ticket resale so a buyer who can't come to your event passes their ticket to the next fan on your waiting list, or to someone they name, at the ticket's own price, and follow every resale ticket on the Ticket Resale report. For: Letting ticket buyers pass their tickets to fans who want them. What an agent can do: Fai, the assistant inside your dashboard, can turn ticket resale, add-on resale and the waiting list on for you, tell you the resale fee on your event and list the tickets buyers have put up for resale. She shows you each change and asks you to approve it before she saves. Over MCP your own assistant can switch resale on and read the setting back. Command line: - Turn on ticket resale and add-on resale for an event: `ticketfairy event update --body '{"flagResaleEnabled": true, "flagEnableAddOnResale": true}'` - Check whether ticket and add-on resale are on, and the resale fee percentage the event carries: `ticketfairy event get --fields flagResaleEnabled,flagEnableAddOnResale,resaleFeePercentage` - List every ticket buyers have put up for resale, with its status, how it sold and the ticket it went to: `ticketfairy api /api/events//relationships/performance --query section=resale --output json` CLI MCP tools that read: `select_brand`, `select_event`, `get_event`. CLI MCP tools that make changes (not available with `--read-only`): `update_event`. Prompt for Fai: "Turn on ticket resale, add-on resale and the waiting list for , then tell me the resale fee on the event and list the tickets buyers have put up for resale" #### Then: Keep one ticket type out of resale What an agent can do: Fai can withhold a ticket type from resale after showing you which one she will change, and asks you to approve it. Over MCP your own assistant can do the same, and the command line sets it with the ticket type's ID from the ticket list. Command line: - List the event's ticket types with their IDs: `ticketfairy ticket list ` - Withhold one ticket type from resale: `ticketfairy ticket update --body '{"disableResale": true}'` CLI MCP tools that read: `select_event`, `list_tickets`. CLI MCP tools that make changes (not available with `--read-only`): `update_ticket`. Prompt for Fai: "Stop buyers reselling the tickets on , and show me the ticket type before you change it" #### Then: Stop one buyer reselling their order What an agent can do: Fai can find the order and block or unblock resale on it, and asks you to approve the change first. MCP and the command line do not block resale on an order. Prompt for Fai: "Find order on and block resale on it once I approve" #### Then: Turn resale off What an agent can do: Fai can turn ticket resale off after showing you the change, and asks you to approve it. Over MCP your own assistant can switch it off too, and so can the command line. Command line: - Turn off ticket resale for an event: `ticketfairy event update --body '{"flagResaleEnabled": false}'` CLI MCP tools that read: `select_event`. CLI MCP tools that make changes (not available with `--read-only`): `update_event`. Prompt for Fai: "Turn off ticket resale for " ### Move a buyer to a different ticket type or seat Slug `move-a-buyer-to-a-different-ticket-type-or-seat`. Guide: https://www.ticketfairy.com/guides/move-a-buyer-to-a-different-ticket-type-or-seat Change every ticket on a buyer's order to another ticket type in one go, move one ticket on its own, or give a ticket holder a different seat on your seat map, without the buyer placing a new order. For: Moving a buyer to the right ticket or seat after they have bought. What an agent can do: Fai, the assistant inside your dashboard, finds the order and reads out each ticket's type, holder and state, before and after you move it. Changing the ticket type and changing a seat are yours to do on the page, because she cannot do either. MCP and the command line have no command for either change. Prompt for Fai: "For order on , list each ticket with its ticket type, holder and state, and tell me which of them are checked in or up for resale" #### Then: Move one ticket rather than the whole order What an agent can do: Fai reads the ticket afterwards so you can confirm which one is now valid. Making the change is yours to do on the page. Prompt for Fai: "For order on , list its tickets with the type, barcode and state of each" ### Print venue directions and entry details on your tickets Slug `print-venue-directions-and-entry-details-on-your-tickets`. Guide: https://www.ticketfairy.com/guides/print-venue-directions-and-entry-details-on-your-tickets Add your own words to every ticket PDF for your event, such as how to get to the venue, which entrance to use and what to bring, and give one ticket type its own text or hide the date on its tickets. For: Getting the door information onto every ticket your buyers carry. What an agent can do: Fai, the assistant inside your dashboard, can set the words printed on every ticket for your event, or on one ticket type's tickets, and hide the date on a ticket type. She shows you the change and asks you to approve it before saving. MCP has no tool for ticket text. Command line: - Sets the text printed on every ticket PDF for the event, replacing any text already there: `ticketfairy event update --body '{"ticketText":""}'` Prompt for Fai: "On , print this on every ticket PDF: . Show me the text before you save it" #### Then: Give one ticket type its own text What an agent can do: Fai can set one ticket type's text for you once you approve it. She asks before saving the change. Prompt for Fai: "On , print this on the tickets only: " #### Then: Hide the date on one ticket type's tickets What an agent can do: Fai can hide the date on one ticket type's tickets once you approve it. Prompt for Fai: "On , hide the date on the ticket PDFs" ### Refund an order on your event Slug `refund-an-order`. Guide: https://www.ticketfairy.com/guides/refund-an-order Return the face value of a paid order to the buyer's card from the Orders page, confirm it with the authorisation code Ticket Fairy emails you, and see what changes for the buyer, the tickets and your reports. For: Returning a buyer's money for an order they no longer want. What an agent can do: Fai, the assistant inside your dashboard, can request the authorisation code for an order and, once you give her the code from your email, refund it. She shows you the order and the amount and asks you to approve before any money moves. The whole workflow is also in the dashboard. Command line: - Email yourself the authorisation code for an order without refunding it: `ticketfairy order refund --request-code-only` - Refund the order with the code from your email: `ticketfairy order refund --code ` Prompt for Fai: "Find order on , show me the buyer, the tickets and the amount that would be refunded, then request the refund authorisation code and wait for me to give you the code before refunding" #### Then: Resend or cancel a code you have not used What an agent can do: Fai can resend or revoke the code for an order. The CLI requests a fresh code with the same command as the first one. Prompt for Fai: "Revoke the refund authorisation code for order on " #### Then: Let buyers request their own refund What an agent can do: Fai can turn buyer self-refunds on or off for an event after showing you what changes. The CLI sets the same switch through the event's attributes. Prompt for Fai: "Turn on customer self-refunds for and tell me what that changes for the payout" ### Resend a buyer's tickets and fix their details Slug `resend-tickets-and-fix-a-buyers-details`. Guide: https://www.ticketfairy.com/guides/resend-tickets-and-fix-a-buyers-details Send an order's tickets again to any email address the buyer gives you, and correct the name or email on a ticket so it matches the person arriving at the door. For: Answering a buyer whose tickets went missing. What an agent can do: Fai, the assistant inside your dashboard, finds the order and reads what was sent and to which address. Sending the tickets again and correcting a name are yours to do on the page, because neither is something she can carry out. Prompt for Fai: "Find the order for on and tell me which tickets it holds and what state each one is in" #### Then: Resend from the order itself What an agent can do: Fai finds the order and reads it out to you. The resend is yours to do on the page. Prompt for Fai: "Show me order on with the address it was sent to" ### Run a waiting list for a sold-out event Slug `run-a-waiting-list`. Guide: https://www.ticketfairy.com/guides/run-a-waiting-list Switch on the waiting list, decide how many tickets one person can ask for, see who is waiting, and find out how the next person in line is offered a returned ticket and how long they have to buy it. For: Offering returned tickets to buyers who missed out. What an agent can do: Fai, the assistant inside your dashboard, can switch the waiting list on or off, set the most tickets one signup may ask for, read who is waiting and email the list. She shows you each change before she makes it. The whole workflow is also in the dashboard. Command line: - Turn on the ticket and add-on waiting lists for an event: `ticketfairy event update --body '{"flagEnableWaitingList": true, "flagEnableAddOnWaitingList": true}'` Prompt for Fai: "Turn on the waiting list for for tickets and add-ons, cap each signup at tickets, then show me who is waiting and how many tickets they asked for" #### Then: Close the list without losing the names What an agent can do: Fai can turn the waiting list off after showing you how many people are on it. The CLI sets the same attribute. Prompt for Fai: "Tell me how many people are on the waiting list for , then turn the waiting list off" #### Then: Send returned tickets to the right ticket type What an agent can do: Fai can create the categories and set each one's resale type after showing you the ticket types in it. The CLI does not manage categories. Prompt for Fai: "On , put each ticket type into a category by entry time and set the resale type so a returned ticket is offered as the same kind of admission" ### Sell a block of tickets to a company and invoice them Slug `take-a-group-booking-and-invoice-it`. Guide: https://www.ticketfairy.com/guides/take-a-group-booking-and-invoice-it Record a company's block of tickets with its purchase order and payment terms, get it signed off, and send the company one invoice with a due date that matches their terms. For: Selling blocks of tickets to companies and teams. What an agent can do: Fai can draft the booking, send it for sign-off and raise the invoice. She asks before each of those, because each one commits money or reaches a company. Command line: - Show the event and its dates: `ticketfairy event get ` CLI MCP tools that read: `select_event`, `get_event`. Prompt for Fai: "Create a group booking for : forty passes for against , on the general admission ticket at its current price, purchase order 8841, thirty day terms, and show it to me before saving" #### Then: Handle a booking that changes What an agent can do: Fai can change a draft or cancel a booking once you approve it, and read back the ones waiting on sign-off or payment. Command line: - Show the event and its dates: `ticketfairy event get ` CLI MCP tools that read: `select_event`, `get_event`. Prompt for Fai: "For , which group bookings are still waiting to be paid" ### Win back buyers who left checkout Slug `recover-abandoned-carts`. Guide: https://www.ticketfairy.com/guides/recover-abandoned-carts Find the buyers who entered their details at checkout and never paid for their tickets, see why each one is on the list, and email them back to your event. For: Turning lost checkouts into sales. What an agent can do: Fai, the assistant inside your dashboard, can read the list and tell you how big it is and how recent. Sending the email is done in the dashboard, so she hands you back to the composer, and MCP has no reader for this list. Prompt for Fai: "For , how many people left checkout without paying in the last days, and how many of them never got as far as an order" #### Then: The reminder we send for you What an agent can do: Fai reads the abandoned-cart list and can say how big it is and how recent. Whether the automatic reminder runs for an event is not on anything she can read, so ask us that one. Prompt for Fai: "How many people left checkout on yesterday without paying" #### Then: What takes a row off the list What an agent can do: Fai reads the same list, so she sees what is on it now. A cart that has bought is already off it, and nothing records that it was ever on it. Prompt for Fai: "For , show me who is on the abandoned cart list now and how many times each of them reached checkout" #### Then: When a buyer opts out What an agent can do: Fai reads the tab, which counts opt-outs in, so ask her for the total rather than for who will receive a send. Prompt for Fai: "How many people are on the abandoned-cart list for " ## More - All guides: https://www.ticketfairy.com/guides - Guides MCP server: https://www.ticketfairy.com/docs/mcp (tools `search_guides` and `get_guide`) - CLI reference: https://www.npmjs.com/package/ticketfairy - Developer documentation: https://www.ticketfairy.com/developers - Support: support@ticketfairy.com