When your seller cancels, you get a full refund to your original payment method, and the seller isn’t paid.
Check that the order was canceled
We’ll let you know when it happens. To check the order:
Open Orders, choose Buy, and select the order.
Look for “Seller Canceled” and open the details. The page might also show the seller’s reason. If it doesn’t show “Seller Canceled”, follow “The seller asks you to cancel or says they canceled” below.
Your refund
When the refund appears depends on your bank or card provider. See when to expect it.
The seller asks you to cancel or says they canceled
A message doesn’t cancel your order. Open it under Orders → Buy and check the status:
“Waiting for Ticket Transfer”: Without any tickets received, you can cancel for a full refund up to 30 minutes after the event’s listed start time. Tap Help → Cancel Order.
“Transfer Confirmed by Seller” or “Ticket Transferred”: Ask the seller to refund you through Theatr. When they can’t supply the tickets and haven’t refunded you, tap Help → Dispute. The deadline is 30 minutes after the event’s listed start time. See how to open a dispute.
“Completed” or “Leave a Review”: contact us with the order details and what the seller said so we can check.
Don’t send money if the seller asks you to pay outside Theatr instead. Those payments aren’t covered by Theatr Protection.
Find other tickets
Look for another listing for the same performance, or set a Notify alert for new listings. Seats and prices might differ from the canceled order. See how Notify Alerts work.