A dispute means your buyer reported a ticket problem. We review what happened before deciding whether they receive a refund.
We’ll let you know when a buyer disputes an order. It shows “Disputed”, and your earnings for that order stay pending in Wallet during the review.
Respond to the dispute
Open the disputed order for details. It might also show the issue your buyer selected.
If you sent the wrong tickets or made another transfer mistake, fix it as soon as you can and let us know what you changed. See how to fix a ticket transfer mistake.
Gather records that address the buyer’s reported problem:
Your original purchase receipt and ticket details.
Confirmation showing the tickets you sent, when you sent them, and to whom.
Screenshots of the ticket or transfer status in the original platform.
Messages with the buyer about the handoff or problem.
For a claim that you charged more than you paid, include a receipt showing the tickets, quantity, and total paid, including original fees.
You can contact us to share relevant records or update us about the problem. Include the event and order details.
Keep ticket files, receipts, and transfer records until the review finishes.
While we review the order
We aim to start reviewing within 24 hours of receiving the dispute. We’ll check the order and information from you and the buyer.
If we ask for more information, reply by the deadline in our email. If we still haven’t heard from you after a reminder, we might decide using the information we have.
Your earnings after our decision
We’ll explain the decision and how it affects your earnings:
Full refund: You won’t receive earnings for the order.
Partial refund: We’ll confirm how much you’ll still earn.
No refund: Your earnings become available as usual after the event.
See what each seller order status means for the labels on your order.
Help prevent future disputes
Use listing details that match your tickets, clear proof of purchase, and the handoff method you selected. Keep the buyer updated and save a record of the transfer. These records help prevent misunderstandings and speed up a review. See how to transfer tickets to your buyer.