When a marketplace initiates a cancelled sale claim against you, it can feel overwhelming — but you don't have to handle it alone. Our dedicated Loss Mitigation (LM) Team manages the entire dispute process on your behalf, from investigation through final resolution. This article explains exactly what happens, what we need from you, and how long it typically takes.
What Happens When a Claim Is Filed
As soon as we receive a cancelled sale claim from a marketplace, our LM team gets to work. You do not need to contact the marketplace directly — all communication goes through us.
Our process follows six committed steps:
1. Immediate Investigation We verify all transaction details right away — confirming that the correct tickets were delivered and transferred to the buyer on time. If we don't have proof of transfer on file, we reach out to the relevant parties to gather it.
2. Formal Dispute Submission Once we've collected and reviewed all documentation, we formally open a dispute with the marketplace, attaching the full evidence package to build the strongest possible case.
3. Ongoing Monitoring & Follow-Up After submission, we stay on top of the claim:
An initial follow-up is sent at 14 days with no marketplace response (21 days for StubHub, which requires a longer wait before we can follow up)
A second follow-up goes out at 21 days if still unresolved
At 30 days, the case is escalated to management-level review — both you and the marketplace are notified
You will receive email updates as the case progresses.
4. Escalation if Needed If the marketplace's response is unfavourable — or if no response is received after our follow-up period — we escalate the claim to a higher level of review within the marketplace's structure.
5. Resolution Focus Our goal throughout is a full reversal of the cancellation. We pursue every available avenue to overturn the claim, recover any penalties assessed, and protect your payout.
6. Payout & Finalization If the dispute is successful:
We track the incoming payment from the marketplace
Once funds are received by Lysted, your payout is processed in the next available settlement cycle
If a penalty was reversed, the credited amount is applied to your next paid remittance when a sale is made
⚠️ Note on payment timing — Even after a dispute is won, marketplaces do not always send payment immediately. Our team will follow up on outstanding payments and escalate as needed. You'll receive payment as soon as the funds reach us.
Documentation Requirements
Providing complete documentation is one of the most important things you can do to support your case. The LM team will request what's needed, but having the following ready speeds up the process:
Proof of transfer or delivery — screenshots, transfer confirmations, or barcodes
Receipts and order confirmations
Written correspondence with the buyer or marketplace (if applicable)
Proof of acceptance — a valid scan report, or relevant communication from the primary seller or venue
⚠️ Act quickly — Failure to provide documentation within the required timeframe (typically 3 business days of the request) may result in the case being closed as seller fault. Always respond promptly to LM team requests.
Timelines to Expect
Stage | Typical Timeframe |
Initial LM team review | 1–5 business days |
Marketplace review & response | 30–60 days |
Follow up if no response | At 14, 21, and 30 days |
Escalation to management | At 30 days with no resolution |
Disputes can take time — especially when a marketplace is slow to respond. If you haven't received an update within 45 business days, it typically means the case is still in queue. You can always reply to your case email to request a status check.
Appealing a Decision
If you'd like to appeal a penalty decision, you must act within 10 business days of receiving the outcome. To support your appeal, provide new documentation not previously submitted — without new evidence, decisions are generally final.
Acceptable appeal documentation includes:
Proof of acceptance (e.g., a valid scan report)
Relevant correspondence from the primary seller or venue
Any additional proof of transfer not included in the original submission
If you're unsure what to submit, reply to the email from Lysted and we'll clarify.
Requesting a Case Review
If you believe a case was closed incorrectly, our team is happy to take another look. A few things to keep in mind:
Bring cases to our attention within 90 days — that's how long audit logs and records are retained
Cases older than 12 months cannot be reopened with marketplaces and will not be reviewed
The possibility of reversing charges depends on the outcome of an internal LM review or the marketplace's own review process
Policy on Mutual Cancellations
If a mutual cancellation is officially received and processed by the marketplace, we will reverse any previously applied penalty. The reversed amount reflects the total adjustment minus the initial payout amount and any applicable seller fees.
⚠️ Seller fees are retained even on mutual cancellations — they cover the cost of the dispute process. If no penalty was assessed, the order moves to an archived state with no payout.
What to Do
Do not contact the marketplace or buyer directly — all communication must go through the LM team
Respond promptly to documentation requests — delays can affect your case outcome
Check your email — all updates, requests, and final decisions are sent via email
Appeal within 10 business days if you disagree with an outcome and have new evidence
Request a case review within 90 days if you believe the case was closed inaccurately
Need help? Reply to your case email or contact your support rep at [email protected], nd we'll get back to you.