Open your sold order to see what to do next and when to expect your earnings.
Open Orders and choose Sell.
Tap the listing, then the order.
Canceled and refunded orders might not open from that list, but their status still appears there. You can also tap the sale in Wallet when it appears there.
Waiting for Ticket Transfer
Your tickets sold, and your buyer is waiting. Until you confirm the transfer, a buyer who hasn’t received any tickets can cancel up to 30 minutes after the event’s listed start time.
Send the tickets using your listing’s method. Wait until the buyer can access the correct tickets and has completed any required acceptance on the original platform, then:
Open the order and tap I have transferred the ticket(s).
Upload proof of the handoff, then tap Upload.
For a handoff arranged for later, follow the steps to record the agreed time and send your tickets.
Payout Pending
Your order shows the transfer as confirmed. Your earnings are pending and become available after the event. Check the order page to see when to expect them.
Instant E-Ticket Transfer orders are confirmed automatically after purchase.
For a later handoff, this status appears as soon as you record the agreed time. You still need to send the tickets at the time agreed with your buyer.
If the order shows your earnings as on hold and isn’t disputed, see “Get help” below.
Completed or Leave a Review
For “Completed”, your earnings have been released to Wallet, or the order has no earnings to release.
“Leave a Review” means the order is marked complete and the app is inviting you to review the buyer. Your earnings can still be pending, so check the order’s earnings timeline or Wallet.
Disputed
Your buyer reported a problem, and we’re reviewing it. The earnings aren’t available during the review. We’ll email you as soon as we can if we need more information.
Keep any records of how and when you sent the tickets, in case we ask for them. See what to do when a buyer disputes an order.
Canceled or refunded orders
If the buyer received a full refund, you won’t receive earnings for the order. After a partial refund, you’ll see a lower amount in Wallet.
If you weren’t expecting the cancellation or don’t know why a refund was issued, see “Get help” below.
Disputed & Refunded: We approved a refund after reviewing the buyer’s dispute.
Refunded by Theatr: Our team issued the refund.
You Canceled: This label can appear when you cancel the order, or after our team refunds it or approves a dispute.
Buyer Canceled: This label can appear when the buyer cancels the order, or after our team refunds it.
Unable to Proceed: The order couldn’t proceed. See “Get help” below to ask what happened.
A sale you can’t complete
You can cancel for a full refund to the buyer. Let the buyer know before you cancel so they can make other plans. See how to cancel or refund an order.
Get help
If your earnings are on hold without a dispute, a cancellation or refund was unexpected, or you can’t explain a change in earnings, contact us. You can also ask us why an order shows “Unable to Proceed”. Include the event and order details.
See how Wallet and payouts work for help with your balance or a payout.