Tell the buyer about the mistake as soon as you notice it. Check the Theatr order against what you sent: the recipient, event, date, seats, and number of tickets. The next step depends on whether you sent tickets to the wrong person, sent the wrong tickets, or sent too few or too many.
To contact the buyer, open Orders → Sell → Manage, select the listing, open the buyer’s order under Orders, and use Contact. Do not mark the transfer complete while the tickets the buyer purchased are still missing or incorrect.
If you used the wrong email address or phone number
Ask the buyer to confirm the contact information required by the original ticketing platform.
Check whether the platform lets you cancel the transfer or change the recipient.
Once the incorrect transfer is canceled or the recipient is corrected, send the exact tickets included in the Theatr order.
Make sure the buyer can access the tickets, including completing any required acceptance step.
If someone else may have received the tickets, do not simply resend the same file or barcode. Contact the original ticketing platform to confirm how to revoke that access or obtain replacement tickets.
If you sent the wrong tickets or seats
Explain what was sent incorrectly and ask the original ticketing platform whether the transfer can be canceled or returned. If the buyer needs to return the tickets, give them the platform’s instructions.
Arrange the corrected transfer and send the exact event, date, and seats included in the order. Do not use or sell the incorrectly sent tickets to someone else until you have confirmed that the first recipient no longer has access. If the correct tickets are unavailable, follow the replacement or refund options below.
If you sent too few tickets
Compare the quantity in the paid order with the tickets delivered. If a PDF contains multiple tickets, ask the buyer to check all pages. If tickets are missing, send the remaining tickets and confirm that the buyer can access the full quantity they purchased.
If you sent too many tickets
Tell the buyer exactly which extra tickets were sent by mistake and ask them not to use or share those tickets. Keep the tickets they purchased separate from the extra tickets when arranging a return.
Check with the original ticketing platform whether the extra tickets can be canceled, returned, or reissued. Do not send or sell them to another buyer until the platform confirms that the earlier recipient no longer has access. For an emailed image or PDF, deleting a copy does not establish that all copies are unusable.
You do not need to cancel the buyer’s legitimate order just because extra tickets were sent. If you cannot reach the buyer, cannot recover the extra tickets, or another buyer is waiting for them, contact Theatr Support promptly and explain any event deadline.
If you cannot provide the correct tickets
Tell the buyer immediately. If you can offer different tickets, give the exact event, date, section, row, seats, and quantity, and obtain the buyer’s agreement in writing before sending them. Do not ask the buyer to pay again to correct your mistake.
If you cannot fulfill the order and the buyer does not agree to a replacement, cancel or fully refund it. If only part of the order is affected, contact Support before taking a refund action. See How do I cancel or refund an order as a seller? The available action depends on whether the transfer has already been confirmed.
A Theatr refund does not reverse an external transfer or recover a shared ticket file. Handle ticket recovery separately with the original platform. If the refund control is missing or you cannot complete the correction, contact Theatr Support with the order details, the mistake, and what you have tried. Continue your existing support conversation if you have one.
After a corrected transfer
Once the buyer can access the agreed tickets, tap I have transferred the ticket(s) if you have not already done so, and upload proof of the completed handoff. See How do I transfer tickets to the buyer?
If the order was already marked as transferred, still complete the correction. Keep the corrected transfer confirmation and messages with the buyer, and contact Support if you need help documenting the change on the order.