This article covers everything you need to know about order cancellations on Lysted: why they happen, how penalties work, what our team does to protect you, and the step-by-step escalation process when an order can't be fulfilled.

Order cancellations on Lysted occur for one of two primary reasons: a marketplace-initiated claim, or an order that has been left unfulfilled by the seller. The circumstances under which a claim may be opened can vary. The most common reasons are outlined below.

Orders may be cancelled if tickets aren't delivered by the Lysted in-hand date. The in-hand date is the deadline by which you must deliver tickets to the buyer; if you miss it, marketplaces are entitled to cancel the sale and handle the buyer on their end. If your sale happens on the day of the event, you must fulfill the order within fifteen minutes or the marketplace can proceed with cancellation.

When you make a sale through Lysted, you must deliver the exact tickets you sold, or you risk a cancellation. Orders may be cancelled if tickets are invalid or don't match the listing. Invalid tickets are those that have already been scanned or are otherwise ineligible for resale — for example, tickets sold for a barcode-integrated event on a marketplace that can't be validated. Incorrect tickets are tickets that were delivered but don't match what was listed: they must be delivered with the exact section and row shown on the listing.

If your buyer tries to use your tickets and is unable to enter the event — whether because the tickets were invalid, required photo ID, or some other issue — the order will be cancelled. An order may be cancelled if the buyer reports being denied entry at the venue, or if the tickets are no longer available (NLA) at the time of the event. In cases of a denied entry claim, our loss mitigation team will make all attempts to dispute in cooperation with you.

Disclosures inform buyers of anything affecting the usability or viewing experience of their tickets. It's mandatory to disclose anything that limits who can use the tickets (such as a 21+ event) or affects the buyer's view (limited view, side view, obstructed view). Orders may be cancelled if required disclosures are missing from the listing. Note that even on automation, disclosures aren't always pulled through, since automation can only pull in what's provided on the primary's backend. It's the seller's responsibility to audit their listings and ensure all relevant disclosures are added prior to pricing.

If an order is left unfulfilled by the seller, the marketplace will cancel it. Sellers who are not set up for automation or do not have email forwarding enabled are solely responsible for any resulting cancellations and penalties — our team cannot intervene on orders that lack the required configuration. Review our Policy for Listing and Fulfillment article for more information.

If you no longer have the original tickets and need to offer replacements, but neither you nor our team is able to source suitable ones, the order may be cancelled with penalties applied. Additionally, if the replacement tickets offered are declined at the buyer's discretion, all penalties will apply.

If the event is cancelled by the venue or promoter, all associated orders will be subsequently cancelled. Any proceeds that have already been paid out will be recouped by Lysted. In the event of a primary event postponement (e.g., rescheduled by the venue), your obligations and payout eligibility may be affected. Reach out to Lysted support as soon as possible — these situations are handled on a case-by-case basis and may qualify for an exception. See Cancelled / Postponed Events for full guidance.

A penalty may be assessed following an order cancellation, whether that be due to a marketplace-initiated claim whose outcome was not in the seller's favor, or due to an order that was left unfulfilled.

Penalties are set by the marketplace, not by Lysted. They can range anywhere from 200%-400% or more of the original sale amount.

The penalty amount is deducted from your next remittance. If the remittance is insufficient to cover the full amount, the remainder is invoiced directly by our Compliance department.

When a marketplace files a cancelled sale claim against your sale, our dedicated Loss Mitigation (LM) Team manages the entire dispute process — from investigation through final resolution. You do not need to contact the marketplace directly. For a full breakdown of the dispute process, required documentation, and the timeline, see our Cancelled Sale Claims article.

If you realize you can't deliver the original tickets, contact our support team immediately at [email protected]. The sooner we know, the more options we have.

If you already own tickets that meet the replacement criteria, you may be able to fulfill the order yourself without involving our Loss Mitigation team — but only if all of the following apply:

If your tickets meet those criteria, you may transfer them to the buyer directly.

If you don't own suitable tickets, our Loss Mitigation team will work to source replacements at the lowest cost available. A few things to keep in mind:

You will still be paid out on the original sale. Your only potential financial exposure is the cost of replacements above the original sale price, which is deducted from future remittances and appears as a line item on your remittance statement.

If replacement tickets cost less than the original sale price, Lysted covers the replacement cost and fulfills the order. You will not be charged a penalty, but you will not receive a payout on that sale.

For a full breakdown of our replacements process, review our Replacements Policy article.

Need help? Reach out to [email protected].