Each sold order shows a status that tells you what to do next and where your earnings stand. To find an order, go to Orders → Sell, tap the listing, then tap the order. You can also tap a sale in your Wallet.
What each status means
While the sale is in progress
“Waiting for Ticket Transfer”: Your tickets have sold, and your buyer is waiting for them. Until you confirm the transfer, your buyer can cancel the order if they haven’t received any tickets.
“Payout Pending”: You've confirmed the transfer. Your earnings for this order are pending and become available after the event. The order page shows when to expect them.
After the event
“Completed”: The event has passed, and your earnings for this order have been released to your Wallet.
“Leave a Review”: You can leave a review of your experience with the buyer. This can appear while your earnings for the order are still pending.
If your buyer disputed the order
“Disputed”: Your buyer has reported a problem with the order, and we're reviewing it. Your earnings for the order stay on hold during the review. If we need more information, we'll contact you by email as soon as we can.
“Disputed & Refunded”: We approved your buyer's dispute and refunded them. You won't receive earnings for this order.
If the order was canceled or refunded
Your buyer received a full refund, and you won't receive earnings for these orders.
“Refunded by Theatr”: Our team refunded your buyer in full.
“You Canceled”: You canceled the order. If an event is canceled or moved and we refund your buyer, the order may also show “You Canceled”.
“Buyer Canceled”: Your buyer canceled the order.
“Unable to Proceed”: We couldn't complete this order, so we canceled it. Contact us if you'd like to know more.
What you can do
Transfer the tickets
When an order shows “Waiting for Ticket Transfer”, use the delivery method in your listing. Once the buyer can access the correct tickets and any required acceptance on the original platform is complete, upload proof to confirm delivery in Theatr.
If you’ve agreed with the buyer to deliver later, follow the delayed-transfer steps instead. See How do I transfer tickets to the buyer?
If you can't complete a sale
You can cancel the order, and your buyer gets a full refund. Canceling disrupts your buyer's plans, and repeated cancellations may limit your ability to sell on Theatr. See How do I cancel or refund an order as a seller?
If your buyer disputes the order
If you have information that shows how and when you sent the tickets, have it ready in case we ask. See My buyer disputed the order. What happens now?
Check when you'll be paid
Open the order to see when to expect your earnings. For how your Wallet and payouts work, see Why haven't I received my payout?
When a sale is refunded
If we approve a dispute or refund your buyer, we send you a notification and an email.
Full refund: The order shows that you won’t receive earnings for the sale. In your Wallet, the sale shows as “Refunded”.
Partial refund: The message tells you how much we refunded and how much you’ll still earn. Your Wallet shows the lower amount, and the order’s status doesn’t change.
The notification and email don’t include the reason for the refund. If you have questions, contact us with the event and order details.
Contacting us about an order
Open the order and tap Get Support → Contact Theatr Support. If the order is disputed, email [email protected] or go to Profile → Settings → Contact Us. Include the event and order details.
If you're already chatting with us, continue in that conversation. There's no need to start a new one.