SeatGeek

It looks like in order to get you set up as a seller on our site, our payment processor needed for you to verify your identity. We provided you the instructions on how to do this, and it looks like you did so successfully. I see that you were able to list those tickets for sale and have already sold two of the four of them, and still have a good week or more to sell the remaining two. Hopefully this means all this was resolved for you! If you need any other assistance with selling, please let us know.

SeatGeek CX Team

As a marketplace, SeatGeek is a platform that allows sellers to list tickets at their chosen price, and buyers to browse listings and determine what deals they want to take. It sounds like you're comparing the price you paid, which is set by the seller, to the price labeled on the ticket, which is the face value and has no relevance to the price that buyers pay on the secondary market. Similar to buying tickets on any marketplace, it's up to the buyer to decide how much they are willing to pay for the tickets before making an order.

While we definitely recognize the pain of paying more than you felt the tickets were worth, we don't have the option to force a refund from your seller after a buyer has ordered tickets at the they price agreed to.

We do recognize that this is a disappointing experience though, and we really wish there was more we could do to help here. If you ever want to discuss anything more relating to this order, please don't hesitate to reach out.

1-888-506-4101

Thanks for sharing your experience. We understand this was a frustrating experience, and we'd like to help offer a bit more context about what happened with this order and how SeatGeek handles order cancellations.

The SeatGeek Marketplace is a platform which connects buyers and sellers of the secondary ticket market, meaning that the tickets are not sold directly by SeatGeek and the prices are set by individual sellers. When an order is placed, it's normal for it to go into a "pending" state, giving the seller time to confirm the availability of those tickets. This is very important for sellers whose agreements with us allow them to list on multiple markets concurrently - if a ticket sells on two separate markets around the same time, the order must be reviewed in order to make sure that the first order is the only one to receive tickets.

We give our sellers 24 hours to do this check when orders are placed well in advance of game day, and if they do not confirm orders in that time, will automatically reject the order. This is what happened here - the order placed on 11/24 was rejected on 11/25 without being confirmed.

At that point, you received an email letting you know that the order could not be confirmed, and a link that let you see what other sellers had available for that event. Prices on the secondary market do fluctuate over time, and in this case it looks like availability had dropped and prices had increased in the 24 hours since your initial order was placed. That's not ideal, but it's also not in SeatGeek's control - individual sellers set their own prices, and we do not have influence over the market price they are listing their tickets for.

That said, it looks like there's still a good week or so before the game, and prices and availability are changing all the time. I see at least one ticket in a similar section to the ticket you'd purchased, and a better row, that's actually a bit cheaper than your original purchase. So don't give up yet - you may wind up with an even better deal!

Hopefully that helps. Please let us know if you have any further concerns!

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Thanks for sharing your experience. Reviewing your order, it definitely looks like there was an issue with the seller here. While the tickets were expected to be fulfilled through the SeatGeek portal, they seller marked it fulfilled through external delivery the day after you ordered.

While this would usually mean they transferred the tickets to you through a third-party service, you never received an emailed offer from a third party like the seller sent. This typically happens when there's an issue on the part of the website being used to transfer the tickets, so we let you know we'd be reaching out to the seller to have the tickets re-transferred, which typically fixes the problem. However, the seller did not come through with a re-transfer as we requested. This is obviously not OK and we recognized the stress the situation was causing, so we considered the order broken and got you a full refund for your order.

We hope that we were able to wrap this up to your satisfaction. That said, if you have any lingering questions or concerns you'd like to discuss, we'd be happy to talk about them - just let us know.

1-888-506-4101

It's incredibly disappointing that the seller did not deliver the tickets they promised -- I fully understand where you're coming from. Situations like these are never good, and especially when comparable replacements are not available, which is our preferred way of making good on a seller's broken order. Unfortunately, comparable replacements were not available at the time the seller informed us that they could not fulfill your order. In a situation like this, we will sometimes offer downgraded replacements, sometimes with an additional promo credit, in order to help make sure that at least our user doesn't miss out on the event. As you know, you are by no means required to accept that offer - if that isn't an offer that works for you, we can move ahead with a refund, generally above and beyond what you paid, so that you can either secure replacements on your own or hold onto those funds for a future event.

We recognize that this kind of experience is never good, and we so wish that we had had an option to assist you better at the time. We really just want for you to be having the time of your life at your event, so if there's ever anything we can do to help out, we sincerely hope you'll let us know.

1-888-506-4101

We absolutely understand where you are coming from. The reason why some users may be refunded depends entirely on the ticket source - tickets sourced through the West Virginia ticket office have been cancelled and refunded, but tickets sourced through the ECU ticket office are still good for the future date. You can confirm this information for yourself on the official site of NC State, the team now scheduled to play ECU: https://gopack.com/news/2018/10/2/nc-state-football-to-host-east-carolina-on-december-1.aspx?path=football

As a marketplace, SeatGeek can only promise refunds in situations where the seller has not delivered valid tickets for the order. Because your tickets were not in the group that was cancelled, we did not have a basis to secure a refund from the seller of your tickets. We do recognize how disappointing this is, and if you'd like to discuss this further, please feel free to reach out to us.

1-888-506-4101

We understand your frustration here. I'd like to take a moment to offer a bit more context as to what happened with this order, in the hopes of making sure you never experience a situation like this again.

We emailed you instructions on claiming those tickets 9 days prior to the event, which required you to login to SeatGeek and access them through the SeatGeek account created at the time your tickets were ordered. We did include a link to make navigation easier, but it sounds like you were having difficulties accessing that link at the time of the event. That's why we provided instructions that you could also simple log into SeatGeek using the account used for your order to access your tickets.

It looks like there were no attempts to access those tickets until about an hour before the event. Our logs show that you attempted to log in twice but entered the wrong credentials, then instead created a new account using a Facebook login, which did not give you access to the tickets on the first account. This is why you were not able to access those tickets at the time of the event.

It looks like you were able to access your tickets without issue the next day, when you used the reset password feature to gain access to the account that ordered the tickets.

Because these access issues could have been resolved at any time before the event and because the issues were caused by supplying incorrect credentials to your account, not using the reset password feature at the time you needed access to the event, and not logging into the correct account, this isn't a situation where we can offer a refund. In the future, we recommend taking the time to access those tickets ahead of the event to resolve any confusions you might experience when using a new service for the first time.

If there's ever anything else we can help with, please let us know and we'll be happy to help!

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Hey Barbara,

Thanks so much for sharing your experience. This is definitely not typical for our users, and it's important to us that we helped get this addressed for you. It looks like we continued working with you after this review was posted and helped sort these issues out, but if you still have any concerns that we can assist with, please don't hesitate to let us know!

SeatGeek CX Team

Thanks for posting! It looks like we've already discussed this with you, but this specific tour date was not a part of those rescheduled dates. Instead, it has been postponed by the venue without a planned rescheduled date while they work it out with the team. We ordinarily can't offer refunds in these situations, but luckily it looks like we worked out a solution with you when you reached out to us.

Again though, we really do appreciate your feedback here! Please let us know if there's ever anything else we can help with.

SeatGeek CX Team

Hey Sophia, this definitely sounds like a frustrating experience! It sounds like there were three issues here: 1.) the event being rescheduled to an inconvenient date, 2.) SeatGeek being unable to secure you a refund, and 3.) the tickets being on a delayed release.

When it comes to the first issue, we wholeheartedly sympathize. Events being postponed are the bane of fans everywhere, especially when it's done at the last minute.

Unfortunately, because this is something that neither SeatGeek nor sellers can account for and it is not covered by our guarantee, we are not able to secure a refund for you. As a secondary ticket marketplace, the circumstances where we can secure refunds are limited. When a venue postpones an event like this, it's generally because they do not want to refund their buyers. Without having the tickets cancelled to force refunds, sellers are generally not willing to cancel sales based on a postponed event, which is why we cover this in our terms to clearly state that we can't offer refunds in these instances.

The delayed release is also very frustrating. Delayed releases are enforced by the venue, usually in order to limit the amount of time that tickets can be mishandled. It's increasingly common to see 72, 48, and even 24 hours delays on tickets. When it comes to selling, there are actually lots of options out there that will let you list tickets before you have them in-hand for just that reason, so definitely don't hold off on listing those tickets just because you don't have them yet! If you need help finding a market that will let you list those, please let us know and we'll be happy to help.

Hopefully this helps clarify the situation and give you an idea of your options going forward. If there's anything else we can help with, please don't hesitate to let us know.

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Hey Brian, thank you for sharing your experience with us. I'd be happy to help clarify our policies and guarantees.

You've likely heard some iteration of this already, but when it comes to orders, before they are put into a "confirmed" state that is covered by our guarantee, they are first in a "pending" state. While pending, the order is not considered guaranteed - this is the period of time where the seller confirms that the inventory is still available and has not been purchased by another customer in the moments before your order. Typically, the seller has no problem getting those tickets into a "confirmed" state, but if for any reason the order cannot be fulfilled, the order will be cancelled and all charges voided without ever being processed by SeatGeek.

This is why we strongly recommend purchasing all tickets as a single set - either they all go through and are finalized together, or they are cancelled and your money is returned for the whole set. When purchasing two different sets of tickets, you are likely purchasing from two entirely different sellers. Sales cannot be cancelled from the buyer's end once an order is placed, as from that point on sellers have foregone all other selling opportunities for the sake of your order, so if two sets of tickets are ordered but one seller is unable to deliver, we are not able to secure you a refund from the other seller based on that.

Hopefully that helps to clarify what happened with your orders, and why we were unable to offer a refund in this instance. That said, if you have any questions, please let us know!

1-888-506-4101

Hey Jelani, thanks so much for sharing your experience here. This is definitely not an OK situation! It looks like a wrong e-mail was entered for your order in error, after which you reached out to get this situation corrected in plenty of time, but the seller was simply unresponsive when it came to getting your tickets delivered to the correct address. This is not what we expect of our sellers, and I want to follow up with you to check in on this. Please keep an eye out for an email from our team.

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Hey Marwa, thanks for reaching out. This situation is definitely no good!

The issue is, hard stock tickets are essentially like cash. They work for whoever holds them, and if you lose them, it can be very very difficult to get a hold of them again. There are times where tickets are not able to be reissued, depending on what source the seller gets them through, and cannot be converted to e-tickets either. We also cannot force the seller to refund tickets that they sold and delivered properly, but were lost by the buyer.

It's incredibly disappointing when this happens, and we always do our best to exhaust all possible ways of getting those tickets replaced. However, whenever ordering hard stock tickets, it's very important to keep them safe so that situations like this don't happen.

I wish we could have been more help here, but I hope this at least helps to clarify the situation! If there's anything else we can help with, please let us know.

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Hey Kaan, thanks for sharing your feedback. This situation sounds very frustrating, and we totally understand where you're coming from

The issue is, declining the delivery of those tickets is not enough to secure a refund for you. If we had been told at the time that you needed to leave for the event that you no longer wanted the tickets, we could have advised you that the order could not be cancelled, and further reassured you that our Buyer Guarantee would have you covered with replacements if there were any issue with the seller delivering those tickets so that you wouldn't be stuck outside of the gate.

Because we were not informed you no longer wanted those tickets until well after the time you were unable to make it to the game, however, and because the seller did deliver those tickets in time for the game per our Guarantee, we do not have a basis that we can use to secure a refund from your seller.

I definitely understand that this is a disappointing answer, and if you'd like to discuss it any further, please email us and refer to this review in your contact - we'd be happy to talk it out.

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Hey Thomas,

Thanks for reaching out. Situations like this are so scary and unwelcome, and we truly hope this is sorted out for you quickly! We take reports of unauthorized purchases very seriously. As we discussed in email, a situation like this needs to be reported to your bank to be resolved, so we're happy to hear that you'll be reaching out to them. We'll be able to work with them to sort out what happened and get this taken care of.

In the meantime, if you are not sure about the security of your account, you should definitely take a moment to login, change your password, and remove any payment methods still on your account. Those changes can be made from your Account Settings page.

We hope this helps you plan your best next steps. If you have any questions, please do let us know.

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Hey Rick,

Thank you for sharing your feedback. It sounds like you've had a difficult experience, and we'd like to help clear up your options here.

As you've mentioned, SeatGeek is a marketplace connecting buyers and sellers on the secondary ticket market - we do not own the inventory on our site, but are acting to help buyers find the best deals from around the Internet. Because we don't own that inventory, all sales are generally considered final when the buyer places an order.

This can be really frustrating when the buyer makes a simple error - we really want to do whatever we can to help, but we don't have any basis to demand the seller offer a refund when they fulfilled the order just as it was placed, so the order cannot be cancelled.

That doesn't mean you have to eat the cost of those tickets, though! In a situation like this, the best thing to do with unwanted tickets is to simply list them for sale to recoup your costs. Ticket prices fluctuate often so you may even be able to make a little profit, with some luck and good timing, but you should be able to at least recoup most of your cost. If you have any questions at all about selling, please just let us know - we'll be happy to help!

1-888-506-4101

Hey Lisa,

Thanks so much for sharing your feedback here. Your experience here sounds so frustrating! I'd like to take a moment to discuss our policies around returns and ticket disclosures.

As you may know, the SeatGeek Marketplace is a platform which connects buyers and sellers of the secondary ticket market. This means that we do not own the inventory on our site, and because of that, we are limited when it comes to refunding orders. In general, all orders are considered final as soon as the buyer clicks that "Pay" button. The ticket is only in a pending state in the sense that the seller is confirming their availability, but as the tickets have been pulled for sale and the seller has forfeited other selling chances from that point, we are not able to cancel an order for a buyer after the order has been placed.

When it comes to piggyback tickets - SeatGeek is happy to allow these tickets to be sold, as they often allow buyers to get better deals if they're willing to sit behind-and-front instead of side-by-side. Because this is unorthodox though, it is very, very important to us that these kinds of seats are clearly noted. As you mentioned, this order was indeed noted to have piggyback seats. That note is in the same-sized text as other order details, and displayed on the event page when a listing is first clicked, at checkout under the "Notes" section at the top of the page, as well as on the order page itself after the purchase is made.

We hope this helps to clarify a bit about our policies and give some context to your experience with us. If you have any questions at all though, please don't hesitate to reach out and we'll be happy to help!

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Hey Chris,

We really appreciate you sharing your feedback. However, we weren't able to track down your order by your name or email. Would you mind sharing your order ID so we can take a look at what's happening here, and help get a resolution if need be?

1-888-506-4101

Hey Steve,

We're delighted to hear that this was addressed for you! Those replacement tickets sound absolutely killer, and we hope you had a great time!

As a bit of context: Ticket conversions can be a bit hit-or-miss, which is why they aren't offered preemptively. The venue is the ultimate decider on whether that option will be available or not, and not all venues are accommodating when it comes to re-issuing or converting tickets, particularly if they are aware that the tickets have been resold on the secondary market.

That's why it's so important to make sure you buy your tickets from a market with a robust guarantee - just like in this instance, if there's a failure in the delivery of your tickets, that guarantee can make all the difference!

We're super pleased that this situation worked out so well. If there's ever anything we can be doing to make sure your next experience is the top, we hope you'll let us know!

1-888-506-4101

Hey Nancy,

Thanks so much for reaching out. Looking at your order, it looks like this has already been addressed and those tickets are already in your account for the game in November. That said, if you're continuing to have any kind of issues at all, please let us know and we'll be happy to make sure you're taken care of.

1-888-506-4101

Hey Ashley,

Thanks for posting your feedback! It looks like we've been in contact with you on this. As we discussed, there was a miscommunication about sending your payout via PayPal - this was paid out using our payment processor as usual.

Miscommunications like these are definitely not OK - they cause unnecessary worry, as you've experienced, and we do our best to keep them from happening!

Looking at your account now, I see that a payment for this sale was issued to the bank account you have listed for a payout on 9/4. The bank did not return those funds, so from our end, it looks like this was paid out as expected. If you have not received these funds yet, please let us know - we'll be happy to get our Payments team involved and make sure you receive the funds you are due.

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Hey Taylor,

We absolutely understand your disappointment here. In this instance, SeatGeek is a partner with AT&T Stadium, and we are the primary ticketer for the event. In this case, it looks like there were not seats reserved for the band, and this error wasn't discovered until the seats needed for the band were already sold. This was not a situation we or AT&T Stadium wanted any customer to have to go through, so rather than simply refunding the seats (though that option was there for customers who preferred it), we all worked to find alternative seats for our customers. We recognize that this was a difficult situation, made worse by the last-minute nature of the discovery of the issue, and we really appreciate you working with us to find alternatives.

In this case, while the seats you received were not on the same level as your original tickets, they were Club Seats that came with a private space, amenities, and access to special lounges. While these are usually a bit more spendy than regular seats, we worked with AT&T to make them available for those affected by this issue. We hope that your party was able to enjoy the event despite the trouble!

We definitely do recognize the stress this change put on you, which is why we offered an additional promo credit as a courtesy. This is a very unique situation that we do not anticipate repeating itself. If you ever have any concerns about this that you would like to discuss further, please do not hesitate to reach out.

1-888-506-4101

Hey James,

Thanks so much for sharing your experience! It can be seriously devastating to run into a bad situation, have an expectation set for a solution, and then have that expectation not met. We want to look into what happened here and see what we can do to help. Would you be able to get us an order number so we can sort this out?

1-888-506-4101

Hey Nikhil,

Thanks for reaching out! We sympathize with your frustration here. It looks like two orders were placed for this event on your account, and you were hoping to be able to cancel one. I'd like to offer a bit of clarity around our policies.

As you may know, the SeatGeek Marketplace is a platform which connects buyers and sellers of the secondary ticket market. This means that we do not own the inventory on our site, and we use our agreements with buyers and sellers to help make sure transactions go smoothly.

Because of this, we are only able to secure refunds from sellers in situations where the terms of our Buyer Guarantee are not met. Otherwise, all sales are considered final, which is typical of the secondary ticket market. This unfortunately means that there was no way to cancel your order after it had been placed.

Looking at your two orders, it looks like they were delivered from two different sellers through two different methods. Order 6P2-ZNGLQ6 is the one that was sent to you through Ticketmaster, while order GDZ-L83RGV was uploaded directly onto SeatGeek the day before the event.

It looks like you had issues connecting to SeatGeek to access those tickets about a half hour before the event, so you contacted us via email. I've checked and confirmed that there were no technical issues on our end at this time, so it doesn't seem to be a connection issue on our end that prevented you from accessing those tickets. We responded by asking which order you were having difficulty with and letting you know where to access each set of tickets, and did not receive a response until around 2 pm, well after the event had started at 11 am. If we had known sooner what order you were having trouble with, we would have been happy to help find a workaround for the connection issues you experienced.

That said, by the account given to us in earlier emails, you had intended to use the tickets on SeatGeek and decline the delivery through Ticketmaster for the other order if you had been able to access them. It's worth being clear that this would not have secured you to a refund of the Ticketmaster tickets, as all sales are still considered final at the time of purchase. Declining delivery of tickets does not cancel the sale, since the seller has already committed to delivering those tickets to you and forgone other selling opportunities by that point.

We recognize that this was a disappointing situation and would like to do what we can to help ease the pain and retain you as a customer, if you're still willing to discuss this with us. We were unable to do anything at the time because you had indicated that you were filing a chargeback, which cuts off our ability to do anything as a courtesy. That said, if you'd like to discuss this further, please email us and we'll be happy to see if we can work something out here.

1-888-506-4101

Hey Matt,

Thanks for reaching out. It looks like we're also working with you over on the BBB website, but just to reiterate some of what we've discussed there --

regarding this order - that call was from your vendor rather than us. Any issues with orders typically need to be resolved with that third-party vendor, and SeatGeek is here to be a guide and advocate for you.

In this instance though, we recognize the situation is especially troubling, and we want to do whatever we can to help out. If you can, please send us a copy of any emails you received from your vendor regarding this order - particularly anything that shows a confirmed order or that your tickets were guaranteed - to hi@seatgeek.com. While we're limited in what we may be able to do here, it's very important to us that we take the best care of you possible, and getting this information will help!

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