A retransfer request occurs when a buyer reports an issue receiving their ticket transfer — for example, the transfer was sent to the wrong email, the transfer was rejected by the platform, or the buyer didn't receive the tickets for another reason. When this happens, our team will reach out to you to process a retransfer.

Following the steps below ensures the issue gets resolved quickly and protects your sale.

Before taking any action, confirm the transfer wasn't sent to an incorrect email address or affected by a clerical error. This helps prevent the same issue from happening again on the retransfer.

Attempt to recall or cancel the original ticket transfer through the platform the tickets were sent from. This frees the tickets up for retransfer. Note that platforms like Ticketmaster and SeatGeek can sometimes fail on the first transfer attempt, making this step particularly important.

Use the official platform or app to retransfer the tickets to the buyer details provided by our team (name and email address). Make sure you're using the correct details from our outreach, not the original transfer.

AXS note: Retransfers on AXS must be handled manually. AXS has specific authentication requirements (such as phone number verification) that prevent our team from logging in on your behalf, so be prepared to handle this yourself if we reach out about an AXS order.

After completing the retransfer, gather proof that includes the buyer's email address and a timestamp of the transfer. Most platforms send a confirmation email containing this information — a screenshot of that email is sufficient. If you don't receive a confirmation, a screenshot from within the ticketing app will work.

Send your proof of retransfer in reply to our fulfillment team's original outreach. If you can't locate that email, contact our support team with the order number and we'll pass it along for you.

What if the original transfer can't be cancelled because the tickets have already been claimed?

If the tickets have been claimed and a retransfer isn't possible, provide proof showing this — such as a screenshot or statement from the platform — and submit it to our team for further review.

Does failing to retransfer put my sale at risk?

Yes. If a retransfer is mishandled or documentation is incomplete, you may be held responsible for the outcome of the sale. Following all the steps above and submitting complete proof is the best way to protect your payment.

Want us to handle retransfers for you? If you're set up on automation, our team can assist with retransfer requests on your behalf.