Each order in Orders → Buy shows a status on its order card. Find yours below to see what it means and what you can do next.
Orders move from Upcoming to Past when the event's listed start time arrives, or straight away if they're canceled. You can still open an order in Past to see its details and use its Help options.
What each status means
While your order is in progress
“Waiting for Ticket Transfer”: You've paid, and the seller hasn't confirmed sending your tickets yet. Many sellers can only send tickets closer to the event, so check the delivery method and timing shown in your order. You can cancel at this stage if you haven't received your tickets.
“Transfer Confirmed by Seller”: The seller has confirmed a delayed transfer. Your tickets will be sent or handed over later, so they may not be with you yet. Check the delivery details in your order.
“Ticket Transferred”: The seller has marked your tickets as sent. For an Instant E-Ticket Transfer listing, they're already in your order. For other delivery methods, look where your order says they'll arrive, such as your email or the original ticketing platform's app. Check them as soon as you can.
After the event starts
“Completed”: Your order closes automatically 30 minutes after the event's listed start time, including orders still waiting for a transfer. “Completed” only means the order is closed in the app. It doesn't confirm that your tickets were delivered or accepted. If you never received your tickets or had a problem at the venue, open the order and tap Help → Get Help.
“Leave a Review”: Your order is complete. Tap it to leave a review of your experience with the seller.
If you submitted a dispute
“Disputed”: Our team is reviewing your dispute and will keep you updated by email. Keep any messages, photos and other information about the order in case we ask for more.
“Disputed & Refunded”: We approved your dispute and issued a full refund to your original payment method. On older versions of the app, this may show as “Seller Canceled”.
We may also issue a partial refund or decide not to refund the order. We'll email you the decision and any refund amount. Check that email for the outcome, even if your order shows “Ticket Transferred” or “Completed”.
If your order was canceled
Your payment is returned in full. Depending on when the order was canceled, you may see a refund to your original payment method or the pending charge may simply disappear.
“You Canceled”: You canceled the order.
“Seller Canceled”: The order was canceled after your purchase, usually because the seller couldn't complete the sale. If the event itself was canceled, the order shows “The event was canceled” as the reason. See What happens if my seller cancels my order?
“Unable to Proceed”: We couldn't complete this order, so we canceled it. You don't need to do anything. A notification about this order may say the seller canceled.
How soon the refund appears or the pending charge disappears depends on your bank or card provider. See I got a refund. When will it show up in my account?
What you can do
Contact the seller
To ask the seller when or how you'll get your tickets, or about a handoff you've arranged, open the order and tap Help → Contact Seller.
If the seller asks you to pay them outside Theatr, don't send any money. Payments made outside Theatr aren't protected. If your order shows “Waiting for Ticket Transfer” and you haven't received your tickets, cancel it and choose The seller asked me to pay outside Theatr as the reason. Otherwise, contact us.
Cancel your order
You can cancel only if you haven't received your tickets and your order still shows “Waiting for Ticket Transfer”, up to 30 minutes after the event's listed start time. Open the order, tap Help → Cancel Order and choose a reason.
Your payment will be returned in full. Canceling after you've received your tickets may result in account suspension. See I bought tickets but I need to cancel.
Report a problem with your tickets
If your tickets haven't arrived, don't match what you bought, or aren't accepted at the venue, you can open a dispute while your order shows “Transfer Confirmed by Seller” or “Ticket Transferred”.
Open the order and tap Help → Dispute. Choose what went wrong and add photo proof, such as screenshots of your messages with the seller. Submit no later than 30 minutes after the event's listed start time, even if you're still waiting to hear back from the seller. See How do I open a dispute?
Why can't I see Cancel Order or Dispute?
Each option appears only at certain stages:
Cancel Order appears only while your order shows “Waiting for Ticket Transfer”. It doesn't appear for Instant E-Ticket Transfer orders, because those tickets are delivered as soon as you buy.
Dispute appears only after the seller has confirmed the transfer.
Both options are unavailable more than 30 minutes after the event's listed start time.
If your order shows “Completed”, tap Help → Get Help so our team can look at it.
Need help with your order?
Open the order, tap Help and choose the option to contact us: Contact Theatr Support on an active order, Get Help once it shows “Completed”, or Contact Support on a canceled or disputed order. Tell us what happened and include screenshots if they help.
If you're already chatting with us, continue in that conversation. There's no need to start a new one.