Search for a sold ticket

On the home page:

1. Enter ONE piece of data in the search boxes

2. Click search
3. The Sales page delivers all tickets matching the criteria entered
4. Click on the required ticket from the list. This opens the Ticket detail page.

Redeem a ticket

1. Search for the ticket on the home page
2. If the 16-character code is used, click Redeem
3. Alternatively – open the Ticket detail by clicking on the relevant ticket
4. Click the green Redeem button

The status of the ticket is changed from Dispatched to Redeemed. Once a ticket has been redeemed, the ticket is marked as invalid, and the code cannot be used a second time.

Re-send a ticket

An email ticket may occasionally not reach the recipient’s inbox. The ticket may be in spam, or if a spam filter is set to a high level, the ticket may be blocked before delivery.

1. Check that the customer received an order confirmation
2. If yes, search for the ticket on the Home page using the Order ID search box
3. If they do not have a confirmation, search under their name
4. If the ticket cannot be located, please contact [email protected] and we will assist. (The transaction may not have completed.)
5. Once the ticket has been found, click on the result to access Ticket detail
6. Check that the email address is correct. To amend an error in the email or use a different email address: Click on the edit icon next to Delivery email, make the changes, add a reason, and click Save.
7. Click Re-send email button
8. Alternatively, download the ticket by clicking Download PDF and re-send the ticket as an attachment from your business email.

Re-send order confirmation

Buyers receive an order confirmation email on purchasing a ticket. The order confirmation can be re-sent by clicking the re-send button at the bottom of the Ticket details page. Note that this is not a VAT invoice. VAT invoices must be sent out by the business issuing the ticket. Please contact your accounts department to send out a VAT invoice.

Refund a ticket

As per UK Online and Distance Selling Laws, customers are entitled to request a refund up to 14 days after the date of receiving the ticket (some exclusions may apply. Please check current regulations if in doubt). After this time, it is at your company’s discretion as to whether to issue a refund. The refund is made to the card used for the purchase. Please note that refunds are not issued by One Tree. These are made by your business via the Internet Payment Gateway used to take online payments. This may be Stripe, PayPal or Trust Payments.

To make a refund, log into the Internet Payment Gateway, locate the transaction and follow the instructions to refund the payment. Partial repayments can be made if you wish to charge a cancellation fee.

Inform the customer by email that the transaction has been cancelled and let them know that the ticket code cannot now be used and they should destroy the ticket. Payments may take a few days to appear in the purchaser’s account.

Note: If a refund is made, the status of the ticket must also be changed to Cancelled in One Tree.

Cancel a ticket

A ticket may be cancelled if an error was made during issue or if a refund was given. If a ticket has been refunded, it must also be cancelled in One Tree to prevent the code being used.

1. Search for the ticket
2. Click the line showing the relevant ticket
3. Open the Ticket details
4. Click the edit icon next to Ticket Status
5. Change the status to Cancelled
6. If a ticket is cancelled and replaced with a new ticket of the same value, quote the new 6-digit Ticket ID in the Reason for change box.

Cancelling a ticket does not refund the payment to the customer. To reimburse the purchaser see Refunds above.

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