Find, edit or cancel an order

In Ventes › Commandes (Sales › Orders), search by number, holder's name, ticket or price, then resend the tickets, change the price or refund.

  1. Open your event, then Ventes › Commandes (Sales › Orders).
  2. Choose the search criterion (Numéro de commande (Order number), Nom du porteur (Holder's name), No du billet (Ticket number) or Libellé tarif (Price name)), type your search and confirm.
  3. Click on the order to open its page: content, payments, tickets, and the customer's card (« Voir la fiche client », See customer page).
  4. The customer did not receive their tickets? Click Renvoyer email (Resend email): the confirmation email goes out again with their tickets. Imprimer billets (Print tickets) downloads the tickets as a PDF.
  5. To change the price or quantity, click Modifier (Edit) next to the line and choose the new price. If its amount is different, the page asks you to garder le montant actuel (keep the current amount) or appliquer le nouveau montant (apply the new amount). With fewer tickets than before, you then choose the attendees to remove.
  6. To cancel and refund the whole order: Plus › Rembourser la commande (More › Refund the order), then confirm. The customer is notified by email.

Special cases

Why can't I see the customer's email or phone number?
It is a platform rule: an organizer never sees a buyer's contact details, even partially. You see their name and their purchases for your events. To write to them, use the event's emailing or messaging, which are sent from Bizouk.
I need to resend tickets to many customers at once.
Two options: in the order list, tick them and choose the bulk action « Renvoyer les notifications » (Resend notifications); or open Ventes › Renvoyer les billets (Sales › Resend tickets) to resend by price. By email it is free; by SMS, the number of messages and the total cost are shown before you confirm, and the amount is deducted from your payout.
The refund is « envoyé à la banque » (sent to the bank) but not yet applied.
For a card payment, the order, the tickets and the message to the customer only change once the refund has been confirmed by the bank. A banner says so on the order page.
If the new price is more expensive, who pays the difference?
If you apply the new amount, the order shows a « Restant dû » (Amount due). You can record the payment received on site or send the customer the payment link for the rest (see the article on payments received outside Bizouk).
Who can do what?
Viewing orders: the event's administrator, editors and directors. Refunding an order, resending tickets by price: administrator and editors only. Refunding several orders at once is reserved for the Bizouk team.

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Updated on 2 November 2026

See also

Handling refund requestsAccept or refuse each request with a message; the assistant suggests a decision. A refusal is checked by our support team before it is sent. Record a payment received in cash, by bank transfer or on my terminalOn the page of an order with an amount still due, record what the customer paid you directly, in full or in part. Team: who sees what?Each role gives specific rights: money is reserved for the event administrator, the billing account for the organisation's administrators. Export the attendee list and the tax registerVentes › Participants (Sales › Attendees): download the attendee list in Excel, or the tax register with each ticket's sequence number.

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