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Manage Your Sales

Manage Sales: Easily manage all your bookings and sales directly from the Understory back office.

The Sales section lets you update tickets, add-ons, and customer details, resend confirmations, or handle payments and refunds—all in just a few clicks. This helps you keep bookings accurate and up-to-date, providing a smooth experience for both you and your customers.

Additionally, users can process refunds, including partial refunds or refunds for specific tickets, ensuring full flexibility when managing bookings.

How to Manage Your Sales Bookings

Add or Remove Tickets (and Add-ons)

  1. Click Sales in the navigation bar – See list of all bookings

  2. Click the booking you want to edit – Opens booking details

  3. Click the edit icon next to Booking information – Edit mode opens

  4. Update ticket or add-on quantities with “+” or “-” – Adjust your booking as needed

  5. Select payment option and refund (if applicable) – Choose payment link or refund

  6. Click Save changes – Customer receives updated confirmation

Edit Customer Information

  1. Click Sales in the navigation bar – See list of all bookings

  2. Click the booking you want to edit – Opens booking details

  3. Click the pencil icon on Customer – Edit customer details

  4. Edit name, email, phone, or language – Correct or update customer info

  5. Leave the **Resend booking confirmation** checkbox ticked to send a new confirmation – it is ticked by default; untick it to skip

  6. Click Save changes – Updates and sends new confirmation if selected

Cancel or Move a Booking

  1. Click Sales in the navigation bar – See list of all bookings

  2. Click the booking you want to edit – Opens booking details

  3. Click Cancel booking or Move – Choose action for booking

  4. Choose how the guest is settled – Refund guest, Send gift card, or No refund. The amount shown on each option is what will be moved.

  5. Add a reason if you want to – This is recorded on the booking for your own records and is not sent to the guest.

  6. Confirm – The booking is cancelled and the settlement is processed.

If the booking has nothing left to refund, Understory tells you so and cancelling moves no money.

Tick Save as default to reuse the same settlement and reason the next time you cancel a booking. Your defaults for cancelling a booking are kept separately from your defaults for cancelling a whole event.

Send gift card gives the guest a card worth what they paid, along with an email inviting them to book another date — so the money stays in your business. See "How to refund a ticket purchase" for more.

Process Refunds

Issuing a Partial Refund

  1. Navigate to the booking details page in your Understory account.

  2. Locate the specific ticket or item within the booking that requires a refund.

  3. Enter the editing mode by selecting the appropriate option (e.g., an edit or modify button).

  4. Adjust the amount to be refunded by specifying the partial amount.

  5. Confirm your changes to process the refund.

Refunding a Single Ticket Within a Multi-Ticket Booking

  1. Open the section in Understory where bookings or sales are listed.

  2. Select the specific booking you wish to modify.

  3. In the booking details, choose the option to enter edit mode (e.g., an "edit" button).

  4. Reduce the quantity of the ticket(s) you wish to refund.

  5. Select the option to apply a refund, and confirm the refund method if prompted.

  6. Save your changes. The booking is updated with the reduced ticket quantity, and the confirmation the customer receives relates to the updated payment link rather than to a refund.

What can I do with Manage Your Sales?

The Manage Your Sales feature puts you in the driver’s seat for all your booking needs. You can quickly fix typos, resend booking emails, add more tickets or extra add-ons to improve your customer’s experience, or handle payment links and refunds — all without leaving your dashboard. This ensures customer info is always correct, extra sales can happen instantly, and you provide fast, accurate service every time.

Refunds are also supported, allowing you to issue partial refunds or refund individual tickets easily from the booking details page.

  • Ensure you confirm all changes before exiting the booking details page to complete the refund successfully.

  • Refund processes may vary slightly based on your account settings or application version, so consult Understory’s latest guides for any updates. By following these steps, you can efficiently process refunds in Understory, whether it's for partial amounts or specific tickets within a booking.

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