seller policies
Here's a list of ticket types or ticket items that you're not allowed to list for sale.
Providing accurate and complete information about your tickets during the listing process is one of the keys to becoming a successful seller and is a requirement to list on the Site. If you do not follow all of the requirements in this section when listing your tickets, your listings may not appear on the Site, your sale may be canceled, you may not get paid, you may incur fees (associated with us finding replacement tickets for, or refunding, the buyer and/or a fixed admin fee), or you may be subject to other consequences specified in these Seller Policies and Clause 19 of the User Agreement.
For tickets to events located in the US or CANADA (unless otherwise specifically noted)
It's OK to list tickets you own but don't have in your possession yet ('Not In Hand') as long as you're absolutely certain you will have them on the date you give us when listing the tickets (the 'In-Hand Date'). The In-Hand Date you select is the beginning of your shipping window to complete the sale. We'll show buyers a delivery estimate based on your In-Hand Date which sets their expectations of when they'll receive the tickets they purchased, so be accurate. If you're not sure when you will have the tickets in your possession, hold off on listing the tickets or select the latest date available on the calendar. If your tickets haven't sold and the In-Hand Date changes, you may change the In-Hand Date without incurring fees. If your tickets have sold and the In-Hand Date changes, you may incur additional fees.
For tickets to events located in the European Economic Area (and any countries besides the United States and Canada unless specifically noted)
It’s OK to list tickets you own but don't have in your possession yet ('Not In Hand'). Once your tickets have sold we will tell you the deadline by which you must send your tickets (the "Must Ship by Date"). If you are unable to send tickets by this date you must let us know immediately or your order may be canceled, and you may be charged.
Except for tickets sold through Last Minute Services (LMS), we will show you the delivery methods available for the event during the listing process. Not all delivery methods are available for all events. The delivery method determines the last available date to send tickets that are Not In Hand and the date and time the listing will expire (i.e. no longer be visible to buyers). This allows you adequate time to get tickets to buyers before the event.
For some of our integrated partner teams and venues (such as most Major League Baseball teams in the US), you'll deliver your tickets by entering the barcodes printed on them. This type of delivery applies to all types of tickets and is not the same as electronic delivery of PDF files (see below).
For all other events, when you start listing your tickets on the 'Enter your ticket details' page, you'll select a delivery method based on the type of tickets you have - electronic tickets (e-tickets), paper printouts, or traditional 'hard' tickets (such as tickets printed on card stock). Once your tickets sell, you can't change the delivery method and you must deliver the tickets using the delivery method you selected.
Important: If you have 'hard' tickets, you must select the shipping option (such as UPS or the relevant third party carrier) or use Last Minute Services (LMS) where available. You must not select electronic delivery, as traditional 'hard' tickets cannot be delivered electronically. And you cannot scan, copy, or photograph them to convert them into PDF files.
For Instant Download and Last Minute Services (LMS) tickets in all locations
Instant Download: If you have e-tickets that are in your possession (In Hand), using Instant Download has the following benefits:
With Instant Download, you'll 'pre-deliver' your tickets when you list them for sale, instead of waiting to receive a buyer's order to deliver them. That way, within minutes of their sale the tickets are delivered to the buyer. If you choose to list your tickets using Instant Download (for US/Canada based events only), you have agreed to list them for sale exclusively on our Site.
Last Minute Services (LMS): Remember, if you choose to list your tickets for sale using Last Minute Services (LMS), you have agreed to list them for sale exclusively on our Site (for US/Canada based events only) and you must send your tickets to Last Minute Services (LMS) on or before the In-Hand Date. This means that buyers can purchase tickets for many events right up until the start of the event and pick them up at an Last Minute Services (LMS) Center near the venue. Keep in mind that Last Minute Services (LMS) is not available for all events or sellers.
When you list your tickets on our Site, you are responsible for providing full and accurate information about your tickets. Depending on the location of the event, this may include all or part of the following: the name of the event, date, section, row, seat and any other required ticket information. Where required, we may remove any listings, cancel any sales or take other actions if listings are vague, confusing, inaccurate or misleading about section, row and seat information.
For some events, we divide sections of the venue into zones and allow you to list tickets by zone. In the case of zone listings, you aren’t required to know the exact seat locations for your tickets. But to list tickets by zone, you must be absolutely certain that you’ll be able to deliver tickets in that zone. Listing by zone may not be available in some jurisdictions.
You are responsible for noting any important required disclosures about your tickets, including but not limited to:
Where available, if you have an aisle seat ticket, have a parking pass to include with the tickets you're selling, or want to highlight any other details about your tickets, select the appropriate check box on the 'Enter your ticket details' page when you're listing your tickets. Be sure to list exactly what you will deliver to the buyer and select only comments that accurately describe your tickets.
Don't see a comment you're looking for? Please contact us
Please keep in mind that the comments should be about specific ticket features and disclosures, not subjective comments like 'Best value' and 'Great view' of the stage.
Only list tickets that you know are valid. It's your responsibility to make sure the tickets you list for sale on our Site are valid. If you deliver incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale, you may incur additional fees or you may be subject to other consequences as set out in these Seller Policies and Clause 19 of the User Agreement.
When setting the sale price of your tickets, it is your responsibility to comply with all applicable laws, statutes, and regulations.
You are free to modify or delete your listing at any time before a sale is completed between you and buyer. But keep in mind that by listing a ticket for sale on our Site, you are making a binding offer to sell that ticket to a buyer who purchases the ticket for the price you have specified. When a buyer accepts your offer by purchasing your ticket, you are contractually bound to supply that exact ticket for the specified price and within the required delivery timeframe.
If you choose to list your tickets on our Site and on other sites and you end up selling your tickets somewhere else or no longer have them in your possession, delete them from our Site immediately. If your ticket sells on our Site although it has sold somewhere else and you are not able to complete the sale, you will be subject to the consequences described in Section 3.3.
If you upload electronic tickets for sale and then remove the listing, we are not responsible if you are unable to use those tickets due to technical or other reasons.
We do not guarantee that your tickets or related passes will sell or that your listing will appear on the Site within a certain time after it is posted or in a particular order on the event page or through search results. We will not, for any reason, provide compensation for tickets that do not sell, even if it is due to Site unavailability from an outage or maintenance or listing delays.
When your tickets sell, your sale is not complete until the buyer receives the tickets from you.
Completing a sale means following all of the steps to deliver the tickets you sold, on time and as promised in your listing.
As soon as your tickets sell, we'll send you an email with a deadline to complete your sale, i.e. the date by which the buyer must receive the tickets. The deadline to complete your sale is based on whether you told us your tickets were in your possession (“In Hand”) or not (“Not In hand”) - and if not, the date you identified as your In Hand Date.
When sellers deliver tickets late, worried buyers contact us wondering why they haven't received their tickets yet, when they should be looking forward to going to their event. And when a buyer gets tickets that don't match the information in the listing, we may need to take various remedial actions for that buyer including finding replacement tickets, providing refunds, etc. So if any of the information in your listing doesn't exactly match the actual tickets you deliver to the buyer or if you don't complete your sale on time, we may cancel your sale, you may not get paid, you may incur additional fees or you may be subject to other consequences as set out in these Seller Policies and Clause 19 of the User Agreement. With electronic delivery, you will upload your ticket as a PDF file. To ship hard tickets, you need to use the correct shipping label and follow the directions in the confirmation email.
For tickets to events located in the US or CANADA (unless otherwise specifically noted)
The deadline for completing your sale depends on whether or not your tickets are In Hand and how you will deliver your tickets to the buyer. Refer to the table below to determine when you are required to ship (or send) your tickets. Your 'Sale Date' refers to the date you receive the sale notification email.
| In Hand | Not in Hand | |
|---|---|---|
| UPS Delivery (for orders > 72 hours from event) | Sale Date + 1 business day | In-Hand Date + 1 business day |
| Electronic Delivery (for orders > 48 hours from event) | Sale Date + 1 calendar day | In-Hand Date + 1 calendar day |
Except for tickets sold through Last Minute Services (LMS), we will show you the delivery methods available for the event during the listing process. Not all delivery methods are available for all events. The delivery method determines the last available date to list tickets that are Not In Hand and the date and time the listing will expire (i.e. no longer be visible to buyers). This allows you adequate time to get tickets to buyers before the event.
For tickets to events located in the European Economic Area (and any countries besides the United States and Canada unless specifically noted)
For tickets In Hand (whether “hard” tickets or e-tickets), you are required to send the ticket to the buyer within five (5) working days or if the event is less than two (2) weeks away within 24 hours after you have received an order confirmation email from us using the shipping label provided by us in accordance with the third party carrier terms.
For tickets Not In Hand (“hard” tickets only), you are required to send a sold ticket to the buyer as soon as you have received it from the promoter or organizer, at the latest one (1) week before the event. Tickets must be posted at a post office (or the approved drop-off location of the applicable third party carrier) by no later than the "Post by" date stated on the shipping label. If you do not post your tickets at such location or post them after the “Post by” date stated on the shipping label, the shipment could be lost, delayed or returned.
For tickets Not In Hand (e-tickets only), you must upload your e-tickets as soon as you receive them from the promoter or organizer, at the latest one (1) week before the event.
For Instant Download and Last Minute Services (LMS) tickets in all locations
Instant download: With Instant Download, you'll upload your tickets when you list them for sale, instead of waiting to receive a sale notification email to deliver them. That way, within minutes of their sale the tickets are delivered to the buyer. As with any other tickets, you can always edit or remove your listing before the tickets sell.
LMS: With Last Minute Services (LMS), you drop off or send your tickets to us when you list them for sale. This means that buyers can purchase tickets for many events right up until the start of the event and pick them up at a Last Minute Services (LMS) Center near the venue. Keep in mind that Last Minute Services (LMS) is not available for all events or sellers.
We know things don't always go as planned. You need to report an issue right away if you:
You can report an issue by following the “Report an issue” link in the sales notification email or on the 'Open sales' tab in My Account.
What is a “dropped sale”?
A dropped sale means any one of the following:
Remember, reporting an issue to request a change to your sale doesn’t mean it has to be accepted. We may in our sole discretion cancel the order without further notice or payment to you.
Here are a few things to keep in mind:
For tickets to events located in the US or CANADA (unless otherwise specifically noted)
Dropped Sales
If you dropped your sale, we will charge your payment method an amount equal to the greater of (i) 100% of the price of the ticket(s) sold or (ii) the full amount incurred by us to remedy the dropped sale, including but not limited to, a late shipment fee or late delivery fee, reprinting fee, shipping re-routing charges, the cost of replacement tickets or related passes, coupons, gift certificates, refunds, and other costs required to compensate the Buyer or Seller for his or her bad experience. In addition, you may be subject to other consequences as specified in the User Agreement at Clause 19, including account suspension.
Invalid Tickets
If we receive a report that tickets you sold on our Site were not valid for entry, we'll investigate to try to determine what caused the issue, and, if necessary, we'll reach out to you to request documentation.
In this situation, except in cases where the venue or organizer/primary ticketer is responsible for the invalid ticket (as determined by our investigation), we will charge your payment method an amount equal to the greater of (i) 100% of the price of the ticket(s) sold or (ii) the full amount incurred by us to remedy the issue for the buyer (the “Invalid Ticket Charge”), including but not limited to, a late shipment fee or late delivery fee, reprinting fee, shipping re-routing charges, the cost of replacement tickets or related passes, coupons, gift certificates, refunds, and other costs required to compensate the Buyer or Seller for his or her bad experience.
If you fail to respond to this email and or to take any other actions required by us to investigate the invalid ticket claim, you may be charged an amount equal to 20% of the cost of the original tickets, in addition to the Invalid Ticket Charge described in the paragraph above. A response constitutes an acknowledgment of our request and a bona fide effort to investigate the claim and obtain documentation. However, failing to respond, and not being able to provide documentation are not the same. We understand that every team and venue is different, and there may be cases where you cannot obtain documentation to assist in the investigation. In these cases, we'll work with you and use your history with us, specifically your invalid ticket claim rate, to determine the resolution. You can view your invalid ticket claim rate in the Seller Data Portal any time.
For tickets to events located in the European Economic Area (and any countries besides the United States and Canada unless specifically noted)
If you dropped a sale (as defined above) or do not deliver tickets at all or deliver incorrect, misrepresented or invalid tickets (i.e. tickets that are invalid for entry to the venue) or if you make any changes in respect of your ticket listing after your ticket has been sold (i.e. the order has been made by the buyer) resulting in us incurring additional costs, we reserve the right to charge you the following additional fees and other charges to cover our costs for resolving the issue, including finding replacement Tickets or issuing a refund to the Buyer:
(a) We may charge a replacement fee which consists of the price of a comparable or better replacement Ticket. The replacement fee can be higher than the original sales price of your Ticket.
(b) We may also charge you for any additional delivery costs which arise out of resolving issues caused by orders that were not correctly fulfilled.
(c) If replacement Tickets cannot be found or cannot be made available in time for the event or if the buyer is otherwise entitled to a full or partial refund according to the terms of the FanProtect Guarantee, because you delivered incorrect, misrepresented or invalid Tickets, we may charge you for the cost of the refund.
(d) In addition to the fees and charges above we may charge an administrative fee for the costs incurred by us when resolving issues caused by any order that is not correctly fulfilled, such administrative fee shall be calculated by reference to the location of the event to which your ticket relates, as follows: 25 Euros (per issue) for events located in the European Economic Area or any other country besides the US or Canada unless otherwise specifically noted.
Additional fees and other charges may be charged to your Payment Method or deducted from pending or future payments received from buyers.
In addition, if you are unable to deliver the ticket at the latest one (1) week before the event, we reserve the right to cancel the sale and you will not be paid for the sale. If you were already paid, the payment for your sale may be recovered by charging your Payment Method or by setting off this amount against pending payments for other tickets you've sold or will sell in the future. In addition you may be subject to being charged additional fees or other consequences under the User Agreement at Clause 19.
If we receive a report that tickets you sold on our Site were not valid for entry, we'll investigate to try to determine what caused the issue, and, if necessary, we'll reach out to you to request documentation.
If you sold tickets to a canceled event or a playoff game or contingency game that's not played, we'll email you to let you know and you won't be paid for the sale. If you were already paid, we'll recover the payment by charging your Payment Method on file with us or canceling pending payments (for other tickets you've sold). If you prevent us from recovering a payment, we may suspend your selling permissions or withhold future payments until the amount owed is recovered.
If you need your tickets shipped back to you in order to get a refund of your original purchase, please contact us by replying to the cancelation email within two weeks of the event cancelation.
A 'postponed event' is an event where the time or date has changed because it was rescheduled by the team, venue, artist or organizer. We evaluate postponed events on a case-by-case basis to determine the appropriate course of action. Here are a few things to keep in mind:
Sellers will usually be sent payments within five (5) business days (sometimes longer) following the event. In some cases as determined in our sole discretion, sellers will be sent payment within five (5) business days (sometimes longer) of our confirmation of the buyer's receipt of tickets or related passes.
Payment receipt times will vary depending on the payment method chosen by the seller. We'll also send you an email to let you know the buyer received the tickets and we have begun processing your payment.
Except where required by law, we are not responsible in any way for the accuracy or suitability of any payment of any applicable taxes on your behalf. As a seller, you are responsible for collecting and remitting any and all applicable international, federal, state, or municipal taxes in connection with ticket sales, except where we are required by law to calculate, collect, and remit sales tax on those sales.
We are required by the IRS to collect a Tax ID Number (TIN) from certain sellers who sell tickets to events located in the US. These thresholds are subject to change pursuant to IRS and specific State tax authority guidelines. For further detail on 1099-K reporting requirements and related sales thresholds, please refer to the Help Center. If you meet the current or future thresholds, we'll send you an email with instructions on how to add your TIN in My Account. If you do not provide your TIN, we may withhold your payments.
We provide you with the buyer’s contact information so you can ship tickets to them. However, don't use this information to contact the buyer for anything other than delivering the tickets you sold to the buyer and do not tell a buyer that you are affiliated with us or a representative of ours.
You are not allowed to use the Site or services to:
It may be tempting and seem harmless to include materials in the UPS (or other third party carrier, as relevant) envelope when you ship tickets to buyers - but it's against these Seller Policies. Here are examples of promotional or commercial information that you aren't allowed to include in shipments:
Note that Your payment may be withheld if you violate this clause.
When you violate these Seller Policies, you may face consequences, which could include the following (or any combination):
Remember, it's your responsibility to consult our User Agreement and all of our policies (including these Seller Policies) for all of the detail.
If you need help with an issue, here’s how to contact us.