Advanced Order Management
The best customer service doesn't just solve problems — it creates loyalty. Cohost gives organizers the tools to respond fast, offer real alternatives, and turn disruptions into opportunities. Better for your customers, better for your bottom line.
Two sides of the same coin
When something goes wrong with an order, two things are at stake: the customer's experience and your revenue. Most platforms force you to choose — refund the customer and lose the sale, or make them jump through hoops and lose their trust.
Cohost gives you options that serve both sides. Move an attendee to a better date and they feel taken care of — you keep the revenue. Upgrade a frustrated customer's ticket and they leave happier than before — you deepen the relationship. Process a clean, fast refund when it's genuinely the right call — and the customer remembers how easy you made it. Every tool in this toolkit is designed to make your service better and your business stronger.
Move attendees when events change
For your customers: An event is cancelled or rescheduled. Instead of an impersonal refund email, you reach out with a real alternative. "We've moved you to the March 15th show — same tickets, same seats. Does that work?" That's service people remember.
For your business: Every transferred order is revenue you kept. No payment processing fees lost to refunds, no empty seats at the replacement event that you'd have to resell. One transfer does the work of a cancellation, a refund, and a new sale — without any of the cost.
Turn complaints into upgrades
For your customers: A guest is unhappy — maybe the experience didn't match expectations, maybe they want out. Instead of a dead-end refund conversation, you offer something better. "How about we move you to VIP for the next show?" A frustrated customer becomes your biggest advocate.
For your business: An upgrade costs you far less than a refund. You keep the original payment, the customer gets more value, and you've turned a churn moment into a retention win. Over hundreds of orders, the difference between "here's your money back" and "let me make this right" is significant.
Refund fast and fair when it's the right call
For your customers: Sometimes a refund is the right answer. When it is, it should be fast and painless — not a three-email process. Full or partial, line by line, with a clear approval flow so the customer isn't left waiting.
For your business: Partial refunds let you return only what's fair — one ticket in a group, the add-ons but not the entry, the VIP upgrade but not the base ticket. The approval flow means no accidental refunds and no rogue decisions. Every dollar that doesn't need to go back, doesn't.
Find anyone, resolve anything
For your customers: A guest calls and says "I bought tickets to something last month." Within seconds you've found their order, their attendees, their check-in status — across every event your company has ever run. Fast resolution, no runaround.
For your business: When you cancel an event, you need to see every affected attendee immediately. Filter by event, status, or check-in state. Know exactly how many people need to be contacted, how many have already been moved, and how many still need resolution — all in one view.
Service and strategy in every action
Retain, don't refund
Transfers and upgrades keep the customer and the revenue. Refunds are a last resort, not the default.
Resolve in minutes
Every operation takes a few clicks. No support tickets, no manual workarounds, no waiting on engineering.
Full accountability
Every action is logged with who did it, when, and why. Your team stays aligned and your records stay clean.
Company-wide visibility
Search attendees and orders across all events. One search bar for your entire operation.
Common questions
We cancelled an event. What's the fastest way to handle affected customers?
Search for all attendees on the cancelled event, then work through them. Transfer orders to the replacement event for customers who confirm the new date. Refund the ones who can't make it. Every action records a reason, so you can track exactly who was moved and who was refunded.
A customer wants a refund but we'd rather keep the sale. What can we offer?
You can upgrade their ticket type on the existing order — General Admission to VIP, standard to premium — or transfer them to a different event date. Both options preserve the original payment and give the customer something better instead of their money back.
Can we do partial refunds for group orders?
Yes. Refund requests support line-item detail. Refund one ticket out of five, specific add-ons, or individual fees — the rest of the order stays active with attendees intact.
Who controls whether a refund gets processed?
Refund requests go through an approval flow. A team member creates the request with a reason, and a reviewer approves or rejects it. Money only moves after approval, so there are no accidental or unauthorized refunds.
Does transferring an order affect the payment record?
No. The payment, costs, and transaction history stay exactly as they are. Only the event assignment and ticket types change. Your financial records remain intact.
Can we upgrade just some attendees in a group order?
Yes. You can change ticket types for individual attendees within an order. Three people get upgraded to VIP while the rest stay on General Admission — all on the same order.
Is there a record of every change we make?
Yes. Every transfer, ticket change, void, and refund is logged in the order's audit trail with the team member, timestamp, and reason. This is permanent and accessible from the order detail page at any time.
Can we do all of this through the API too?
Yes. Every operation available in the dashboard is available through the API using the unified actions endpoint. The same validation, audit logging, and attendee management applies regardless of how you trigger the action.