Before you start
Ask for the event name, order reference and checkout email. For a purchase from another seller, the original seller’s order information may be needed.
What to do
Check who sold the ticket
Confirm whether the purchase was made through your Ticket Validation sales page, embedded checkout or an external seller. Search the correct event’s Online orders for purchases handled in your online sales.
Review the order and delivery
Check the order status, buyer address, ticket numbers and entry status. If the email is wrong, use Edit email and Save email, then Resend tickets. Ask the buyer to check that address, including its spam folder.
Resolve the right issue
For an entry issue, check the ticket record and validation log. For an organizer-approved refund, review the Refund order flow. If another seller handled the purchase, direct the buyer to that seller for its order or delivery record.
Keep in mind
The organizer handles event-specific questions such as admission rules, cancellations and refund decisions.
For a technical issue you cannot resolve, include the event and order reference, exact error and time when contacting support. Never request full card details.