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9Pic Checkout is a Beta, Enterprise plan feature. Open an order from the Transactions tab.

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Overview

The order detail page answers support questions for a single purchase: who paid, what they bought, how they found photos, and whether access email was delivered. Open it by clicking a row on the Transactions tab. The page header shows the order number and payment status.

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Buyer and payment

The Buyer & payment card includes:

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What they bought

The What they bought card shows:
  • Sale phase — Pre-event or post-event badge
  • Search type — How the buyer matched photos (for example, face or bib search), when applicable
  • Package — The purchased package name
  • Items / photos — Count of plan items and selected photos
  • Sources — How photos were chosen: search match, library, curated pool, or claimed
  • Claim status — For pre-event passes, whether the buyer still needs to claim photos after the event
  • Purchased plan lines — Breakdown of package line items

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Access email

An Email status badge shows delivery state. Click Resend email to send the buyer another access email when allowed. If resend is blocked, the page explains why (for example, missing recipient or order state).

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Buyer refresh access

The Buyer refresh access card controls whether this buyer can re-run search for new photos on this purchase. Use it for support cases and multi-day events where one buyer needs access without waiting for the normal schedule. Refreshing lets the buyer search again for photos that were uploaded after they purchased. Existing photos in the purchase stay locked.

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Event-wide vs this purchase

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Actions on the card

Confirm the action in the dialog before it saves.

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Search history

The same card lists Search history: the initial selection, later refresh attempts, and organiser selfie-review decisions. Each entry can show bib, selfie reference, result counts, and how many photos were added. If a refresh used a new selfie that did not match the accepted one closely enough, the entry status can be selfie mismatch. You can Approve selfie or Reject selfie from that entry. Approving lets the buyer complete refresh with that selfie. Configure the event-wide toggle under Configuration → Buyer photo selection. See Search refresh.

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Download originals

When the order qualifies, a Download originals section lets you download the buyer’s purchased photos as ZIP batches. Large orders split into multiple batches so browser downloads stay reliable.
1

Prepare download

The page prepares downloadable batches from the order’s photo list.
2

Download each batch

Click the download action for each batch. File names include the order reference.
Below the summary cards, a photo grid shows thumbnails for every photo in the order. Click a thumbnail to zoom in.

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Common Questions

Resend is only available when the order state allows it. Check the message under the Resend email button for the specific reason.
Some pre-event packages let buyers claim additional photos after the event goes live. The claim section shows cap, claimed count, and whether action is still needed.
Download is shown only when the order has downloadable originals and your role can access them. Pending or failed orders may not offer downloads.
When event-wide refresh is already on and this purchase has no separate exception, the button stays inactive and the helper text says access is controlled by the event setting. Turn the event setting off from Buyer photo options only if you need to stop all buyers, or enable a purchase-specific grant when the event setting is off.
No. Enable buyer refresh applies to that purchase only. To allow every eligible buyer to refresh on a schedule, turn on Allow buyers to refresh search results in Configuration.

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Next Steps

Transactions

Return to the full order list.

Buyer photo options

Event-wide library, curated pool, and search refresh settings.