We understand that a cancelled sale claim initiated by a marketplace can be frustrating. Our dedicated Loss Mitigation Team is committed to vigorously defending your sale and recovering your funds. This policy outlines the steps we take on your behalf to dispute these claims.-----Our 6-Step Dispute Commitment
Our process is designed for thoroughness and persistence, ensuring every possible measure is taken to win the dispute and secure your payout.
1. Immediate and Thorough Investigation
Upon receiving a cancelled sale claim from the marketplace, our team immediately initiates a detailed internal investigation.
Verification: We verify all transaction details, focusing on confirming that the correct tickets were delivered and transferred to the buyer in a timely manner according to the order terms.
Proof of Transfer: If we do not have immediate proof of the final ticket transfer or delivery in our system, we will promptly reach out to the relevant parties to request all necessary documentation.
2. Formal Dispute Submission
Once all documentation is gathered, reviewed, and finalized to build the strongest possible case:
We formally open a dispute with the marketplace, attaching all required documentation as evidence to counteract their claim.
3. Ongoing Monitoring and Follow-Up
After submission, our work continues as we monitor the claim status and manage communication with the marketplace:
We await the marketplace’s initial response.
To ensure the claim is actively reviewed, we send multiple follow-ups over a 21-day period to keep the claim top-of-mind and push for a decision.*
An initial follow up is sent after 14 days of no response, and you will be notified as well that we are still actively monitoring the case.
After 21 days an additional follow up is sent if no response is received
At 30 days the case moves to an escalated state wherein the marketplace and you are notified that we are moving the case to management for review.
*All markets are sent a 14 day follow-up except Stubhub who requires us to wait 21 days before following up.
4. Claim Escalation
If, after our follow-up period, we have not received a response or if the response received is unfavorable and we feel the claim should be overturned based on the information obtained, we will escalate the claim within the marketplace’s structure to a higher level of review.
5. Resolution Focus
Our primary goal throughout this entire process is to achieve a successful reversal of the cancellation.
We make every effort to win the dispute, overturn any associated penalties, and protect your financial integrity.
6. Payout and Finalization
If the dispute is successful:
We continuously track the status of the payout from the marketplace.
Once the funds are securely received by us, we will process the payment and pass the funds along to you in the next available settlement cycle.
Note: Once a case is overturned, payment is not always immediately sent to us by the marketplace which can require our team to follow up on the status of payment and escalate to management. As soon as the funds are sent to us, you would receive payment on the following pay cycle.
Our team is committed to protecting your business as well as the relationships with the marketplaces, and with that commitment, we guarantee that all measures are being taken to best represent you and your business as we take on this disputing process on your behalf. You will remain updated as more information is needed, or more follow ups are made, as well as when a final decision is made. All notifications will come via email, and instructions on any next steps (when applicable) will be included in our communications.
Policy on Mutual Cancellation
If a mutual cancellation is officially received and processed by the marketplace, we will adjust the transaction by reversing any previously applied penalty. The amount reversed will be the total adjustment minus the initial payout amount and any applicable seller fee. Seller fees are retained as a means of covering the cost of the lengthy dispute process. If no penalty was assessed then the order moves to an archived state with no payout.