🧾 Orders & Attendees
View and manage orders, attendees, refunds, invoices, and capacity.
1 Managing Orders
View, search, and manage every order placed for your event from the Orders tab.
- Filter by status: paid, pending (awaiting M-Pesa confirmation), refunded, cancelled
- Search by buyer name, email, or order reference
- View full order details including all attendees and tickets within that order
- Resend order confirmation or ticket emails
M-Pesa pending orders
Orders occasionally sit as "pending" for a minute or two while waiting for M-Pesa STK push confirmation. These update automatically once Safaricom confirms the payment — no action needed from you.
2 Managing Attendees
The Attendees tab lists every individual ticket holder, separate from the Orders view (one order can contain multiple attendees).
- Edit attendee name, email, and registration question answers
- Manually check an attendee in or out
- Resend an individual ticket email
- Export the full attendee list as CSV
3 Refunds & Cancellations
Cancel individual attendees or full orders, with or without issuing a refund.
- Open the order from the Orders tab.
- Click Cancel Order or cancel an individual attendee within it.
- Choose whether to issue a full refund, partial refund, or cancel without refunding (e.g. for a no-show policy).
M-Pesa refunds
Placeholder — confirm with payments provider
Refund timelines for M-Pesa transactions depend on Safaricom's reversal process. Typical practice is 1–3 business days; confirm the exact SLA with your Daraja API integration before publishing this to customers.
4 Invoices & Receipts
VibePass can automatically generate invoices for ticket orders, useful for corporate buyers and accounting.
- Enable invoicing from Payments & Billing → Taxes & Fees
- Customize invoice numbering, prefix, and notes (e.g. payment terms)
- Invoices are sent automatically with the order confirmation email and downloadable anytime from the order confirmation page
5 Capacity Management
Set a shared capacity limit across multiple ticket types — useful for venue-wide caps or multi-day events with shared daily limits.
- From the Tickets tab, go to Capacity Assignments.
- Create a new capacity assignment and give it a name (e.g. "Friday Capacity").
- Associate it with one or more ticket types — e.g. link a "Day Pass" and a "Weekend Pass" so both draw from the same 500-person Friday limit.
Once the shared capacity is reached, all linked tickets automatically stop selling, even if individual ticket quantities haven't been exhausted.