Ticket Management

This guide covers how tickets work and how to manage them.

How tickets work

Ticket generation

Tickets are automatically generated based on the Generate Tickets On setting in WooCommerce → Settings → Raffle → General:

No tickets are created for:

• Pending orders (unless the trigger setting is met).
• Cancelled or refunded orders.

Ticket information

Each ticket contains:

Ticket number formats

Configure in WooCommerce → Settings → Raffle:

Additional options:

• Prefix: Add text before number (e.g., "RAFFLE-0001")
• Suffix: Add text after number (e.g., "0001-VIP"), configured per product
• Starting Number: Begin from specific number

Customer view: my tickets

Accessing tickets

Customers find their tickets at: My Account → My Tickets

Ticket display

Each ticket shows:

• Ticket number
• Raffle name (linked to product)
• Status (Active/Won/Cancelled)
• Date purchased
• View Order link

Ticket badges

Filtering

Customers can filter tickets by:

• Raffle: Select specific raffle.
• Status: Active, Won, All.

PDF download

Click the PDF button to download:

• Professional PDF ticket with QR code.
• Includes all ticket details.
• QR code for validation at live events.

Admin view: raffle tickets

Access: WooCommerce → Raffle Tickets

Ticket list

View all tickets across all raffles:

• Ticket number
• Holder name
• Raffle product
• Order link
• Is Gift indicator
• Status
• Created date

Tabs

The ticket list page has four tabs:

The Winners tab includes quick Mark Claimed and Resend Notification buttons per row, plus a bulk claim action for selecting multiple winners at once.

The Mass Refund tab provides the mass refund tool for failed/cancelled raffles and shows refund method badges, payment status, and refund status for each refunded order. See Refund workflow below.

Search

Use the search box to find tickets by:

• Ticket number
• Recipient name
• Recipient email
• Purchaser name
• Purchaser email

Search is available on all tabs (All Tickets, Winners, Claimed, Mass Refund) and respects the current tab filter.

Filtering

Filter tickets by:

• Raffle: Select specific raffle product. Raffles are grouped by status (Active, Upcoming, Ended, Completed, Failed, Cancelled) for easy navigation.
• Status: Active, Won, Cancelled, All (on the All Tickets tab).

Export

Click Export CSV to download filtered data. Export is available on all tabs:

• All Tickets / Mass Refund: Exports ticket data (ticket number, holder, status, order, date).
• Winners / Claimed: Exports winner data (raffle, ticket, name, email, prize tier, method, claimed status, date).

Status management

Tickets automatically update:

Ticket reactivation

If a cancelled order is restored (e.g., moved back to Processing or Completed), the associated tickets are automatically reactivated, provided the raffle hasn't had winners drawn yet. This prevents having to re-purchase if an order was cancelled by mistake.

Tickets on order deletion

When an order is permanently deleted (trashed), all associated tickets are automatically cancelled. This prevents orphaned active tickets.

Manual status change: Not currently supported (by design; this maintains integrity).

Ticket statuses explained

Active

• Default status for valid tickets.
• Eligible for winner selection.
• Customer can view in My Account.

Won

• Set when ticket is selected as winner.
• Displayed with special styling.
• Shows position (1st, 2nd, etc.).

Cancelled

• Set when order is cancelled/refunded.
• Not eligible for winner selection.
• Still visible in history but marked cancelled.

Order integration

Order details (admin)

Raffle orders show a special metabox:

• 🎟️ Raffle Tickets section.
• All ticket numbers for that order.
• Gift information (if applicable).
• Quick links to ticket management.

Order details (customer)

In My Account → Orders → View Order:

• Ticket numbers listed per line item.
• Status indicators.
• Link to My Tickets page.

Cart quantity behavior

Per-customer limits

When a raffle has a Max Per Customer limit, the plugin enforces it across the entire flow:

• Product page: Quantity selector is capped at the limit.
• Cart page: Quantity is displayed as read-only (non-editable) for non-gift raffle items. This prevents customers from bypassing the limit.
• Server-side: Any attempt to increase quantity beyond the limit is automatically corrected.

Gift items

Gift raffle items are exempt from per-customer limits because each ticket goes to a different person. Gift item quantities remain editable in the cart and are managed through the recipient fields at checkout.

Data integrity

Security

• Tickets cannot be manually created (only via orders).
• Ticket numbers are validated for uniqueness.
• Database constraints prevent duplicates.

Audit trail

All ticket actions are logged:

• Creation
• Status changes
• Winner selection
• Validation/check-in

Troubleshooting

Tickets not generated

Check:

• Order status matches the Generate Tickets On setting (Completed, Processing, or Payment Complete).
• Product type is "Raffle".
• No PHP errors in debug log.

Fix:

• Check WooCommerce → Settings → Raffle → Generate Tickets On to confirm the trigger.
• Complete or process the order to match the trigger.
• Check WooCommerce → Status for system issues.

Duplicate tickets

This should never happen due to database constraints. If it does:

• Check database integrity.
• Contact support with details.

Missing tickets in my account

Check:

• Customer email matches purchaser/recipient email.
• Customer is logged in.
• Order is completed.

Refund workflow

When a raffle is cancelled or fails, you can refund ticket purchases individually or in bulk.

Cancelling a raffle

Admins can cancel an active raffle from the product edit screen or via a quick action on the Tickets page. Cancelling stops ticket sales immediately and makes the raffle eligible for mass refund.

Mass refund

• Go to the Mass Refund tab on WooCommerce → Raffle Tickets.
• Select the cancelled or failed raffle.
• A confirmation dialog shows the order count and total refund amount (including tax).
• Choose a refund method (see Refund methods below).
• Click Refund All. A live progress bar tracks the batch.

Selective refund

Instead of mass refund, you can refund individual tickets:

• On the ticket list, select specific tickets using the checkboxes.
• Choose the Refund Selected bulk action.
• The refund modal shows the calculated partial refund amount per line item (including tax).
• Choose a refund method and confirm.

Refund methods

Both the mass refund and selective refund modals present three refund method options via radio buttons:

The wallet option only appears when TeraWallet is active. If TeraWallet is deactivated later, existing "Wallet Refunded" badges remain visible (they read from stored order meta), but the wallet radio option is hidden from future refund modals.

Manual Refund Tracker

After processing, orders that require manual action (offline gateways or guest fallback) appear in a warning table with:

• Clickable order links
• Amounts and payment methods
• A Copy List button for exporting to spreadsheets

When wallet refund is selected and some orders fall back to manual due to being guest orders, an info notice explains why those specific orders need manual handling.

Refund status badges

Each refunded order displays a color-coded badge on the Mass Refund tab:

Click the Mark Done button on manual refund rows after sending money offline. This updates the badge and adds a WooCommerce order note for the audit trail.

Refund method filter

On the Mass Refund tab, filter orders by refund status:

• Gateway Refunded
• Wallet Refunded
• Manual - Action Required
• Manual - Done

This helps quickly find orders still needing attention.

Refund email notifications

When tickets are refunded, the plugin sends targeted email notifications:

• Ticket Refunded email: Sent to the ticket holder (purchaser or gift recipient) with the refunded ticket numbers, raffle name, refund amount, and reason. Gift recipients are notified at their own email address, not the purchaser's billing email.
• Admin Mass Refund Summary: After a mass refund completes, the admin receives a summary email with the total orders refunded, amount, and any failures.

Both emails can be toggled on/off in WooCommerce → Settings → Raffle → Emails and fully customized (subject, heading, content) in WooCommerce → Settings → Emails.

Performance

For stores with many tickets:

• Tickets are paginated (20 per page).
• Database queries are optimized.
• Consider limiting very large raffles.