Resending the ticket and refunding, without leaving the order

After selling, ninety per cent of what people ask you is two things: “my ticket hasn’t arrived” and “I want a refund”. And both usually get sorted by hopping between email, the payment gateway’s dashboard and the ticketing platform.

They are on the order record. Resending the ticket is a button, and so is the refund — with the movement recorded where the sale is, not in a separate system that has to be reconciled later.

It sounds small. It is the difference between answering in two minutes and answering tomorrow, and that is exactly what decides a review.