How to Handle Marketplace Retransfer Requests Effectively
When issues arise with a buyer receiving their ticket transfer, our team may reach out to you to process a retransfer request. Whether due to initial incorrect details, transfer rejection, or platform-specific complications, following the steps below ensures the resolution of any potential fulfillment issues.
Steps for Handling Retransfer Requests
Step 1: Verify the buyer details on the original transfer
Before taking any action, ensure the transfer issue is not due to an incorrect buyer email address or other clerical errors. Verification will prevent similar issues in the future.
Step 2: Cancel or recall the original transfer
Attempt to recall or cancel the original ticket transfer via the platform the tickets were originally sent from. This ensures the tickets are available for retransfer.
Platforms such as Ticketmaster and SeatGeek may sometimes fail on the first transfer attempt, making this step critical.
Step 3: Retransfer tickets
Use the official event organizer’s platform or app to retransfer the tickets to the correct buyer details (e.g., name and email address that our team provides you).
Step 4: Provide Proof of Retransfer
After completing the retransfer, gather proof that includes:
The buyer’s email address
A timestamp of the transfer
Platforms usually send email confirmations for transfers including the required information above. If you don't receive one, please provide a screenshot through the ticketing app. A screenshot of the transfer confirmation is more than enough to process this request.
Step 5: Ensure Completion of the Sale
After retransferring the tickets, please send your proof of retransfer in response to our fulfillment team's initial request. If you're having issues finding that e-mail, you can always reach out to our support team with the order number in question and we will pass it along for you.
If you would like us to take care of the retransfer process for you, please make sure to set up automation on your account. This will allow us to assist with any retransfer requests on our end.
Platform-Specific Considerations
AXS Tickets
For tickets located on AXS accounts, retransfers must be handled manually. This platform has specific authentication requirements (e.g., phone number verification) that prevents our team from being able to login and process the retransfer for you, so be prepared for manual intervention if our team reaches out.
FAQs
What if the original transfer cannot be canceled because the tickets have already been claimed?
If tickets have been claimed and retransfer is not possible, please provide proof showing this (such as a screenshot or statement from the platform). Submit this documentation to our team for further review.
Does failing to retransfer tickets put my sale in jeopardy?
Yes, if retransfers are mishandled or documentation is incomplete, sellers may be held responsible. Follow all stated steps to avoid complications and ensure payment for your sale.