A dispute does not automatically mean the buyer will be refunded. It means the buyer has reported a problem with the order, and we’ll review what happened before making a decision.
The payout for this order is paused while we review the dispute.
What do I need to do?
If we need more information from you, our Support team will contact you within 24 hours. Reply with a brief explanation of what happened and the relevant evidence within 48 hours of our request, so we can include your information in the review.
You can also email [email protected] with your order details if you have information to share or questions about the dispute. If you’re already speaking with our team, continue that conversation.
What evidence should I send?
The most useful evidence addresses the problem the buyer reported. Depending on the issue, this may include:
Your original purchase receipt and ticket details
A transfer or delivery confirmation showing which tickets were sent, when, and to whom
Screenshots from the original ticketing platform showing the ticket or transfer status
Messages with the buyer about delivery or the problem they reported
For a pricing concern, send a receipt showing the tickets, quantity, and total amount you originally paid, including original purchase fees. This lets us compare your cost per ticket with the resale price.
If you disagree with the buyer’s account, explain what differs and include any records that help clarify it. Keep your ticket files, receipts, and transfer records while the review is in progress.
What happens to my payout?
If the dispute is resolved in your favor, the order will continue through the normal payout process.
If a refund is needed, we’ll determine whether it should be partial or full based on the issue and the evidence. Any refund and remaining payout for the order will depend on that outcome.
Why might a buyer open a dispute?
Common concerns include tickets that don’t match the listing, tickets the buyer can’t find or access after they were marked as transferred, or tickets that weren’t accepted at the venue. A buyer may also question whether the resale price was higher than what you originally paid per ticket, including original purchase fees.
For future sales
Accurate listing details, clear proof of purchase, and a record of delivery can help prevent misunderstandings and make any review easier. Follow the delivery method in your listing and keep the buyer informed about the transfer. See How do I transfer tickets to the buyer? for help with delivery.