When a concert or event is canceled or postponed, Ticketmaster customers often wonder if they will receive an automatic refund. The answer depends on the specific circumstances of the event cancellation and the original method of ticket purchase.
Refunds for Canceled Events
If an event is outright canceled by the artist, team, or venue, Ticketmaster will automatically issue refunds to ticket holders within 30 days of the event’s cancellation announcement. Customers who purchased tickets online or over the phone will receive refunds in the same method they used to pay. For example, credit card purchases will be refunded to the original credit card used.
For tickets purchased in person at a box office, refunds will be issued as a voucher for future events at the original point of purchase. If the event was scheduled at a Live Nation venue, the voucher will be valid for one year at any Live Nation owned and operated venues. Otherwise, vouchers will be valid for future events at the specific venue box office where the tickets were purchased.
Customers do not need to take any action to initiate refunds for canceled events, as Ticketmaster automatically processes these. Refunds are generally issued within 30 days of the event cancellation, although high volume cancellations due to COVID-19 has caused some delays.
Verified Refunds for Canceled Events
Ticketmaster has set up a verification system for refunds when events are canceled. Customers can visit their Ticketmaster account and look under the “Orders” section to check the status of refunds. Refunds in progress will show a status of “Refund Pending.”
Once the refund has completed, the order status will update to “Refunded.” The refund amount, date issued, and method of refund will also display. Customers can use this system to track refund progress without needing to proactively contact Ticketmaster.
Refunds for Postponed or Rescheduled Events
If an event is postponed or rescheduled for a future date, Ticketmaster refund policies vary depending on how far in advance the new date is announced:
- If the new date is announced more than 30 days before the original event date, no refund will be issued. Tickets will automatically be valid for the rescheduled date.
- If the new date is announced between 30 days and 72 hours before the original event, ticket holders will have 30 days from the announcement to request a refund if they cannot attend the new date. Refunds must be proactively requested in this situation.
- If the postponement is announced within 72 hours of the original event date, Ticketmaster will automatically issue refunds to all ticket holders within 30 days. No action is required by the customer.
For automatically processed refunds due to short-notice postponements, customers can verify the status through their Ticketmaster account as described above for event cancellations.
How to Request a Refund for Postponed Events
If an event has been postponed with enough advance notice that refunds are not automatically processed, customers can proactively request a refund by:
- Logging into their Ticketmaster account
- Navigating to the specific order for the postponed event
- Selecting the “Request a Refund” option
- Confirming that they cannot attend the new event date
Refund requests must be submitted within 30 days of the postponement announcement. If customers miss this window, the original tickets will remain valid for the new date with no refund issued.
Refunds for Tickets Purchased on Ticketmaster Resale Marketplaces
For tickets purchased through Ticketmaster resale marketplaces like Ticket Exchange or NFL Ticket Exchange, different refund policies may apply:
- If an event is canceled, refunds are generally automatic through the original form of payment.
- If an event is postponed, refund availability depends on the specific resale ticket seller’s policies. Customers must contact the seller directly to request a refund.
Ticketmaster resale marketplaces connect third-party sellers and buyers. Therefore, each resale ticket seller handles their own refund policies. Ticketmaster processes refunds on behalf of sellers, but does not control seller policies.
Getting Refunds for Resale Tickets
To get a refund for a postponed event purchased through a Ticketmaster resale marketplace, customers should:
- Contact the ticket seller directly through the order details
- Discuss the possibility of a refund with the seller
- If approved, the seller will need to initiate the refund process
- Ticketmaster will then process the refund
- The refund will be issued to the original payment method used by the customer
This process requires communication between the buyer and seller, as Ticketmaster cannot issue resale ticket refunds without the seller’s direct approval.
Refunds for Void Tickets
In some cases, tickets may be voided by Ticketmaster if they are identified as fraudulent or in violation of Ticketmaster policies. If a customer’s ticket order is voided for any reason, Ticketmaster will automatically issue a full refund to the original payment method used for purchase.
Common reasons tickets may be voided and refunded include:
- Suspected broker or scalper activity
- Duplicate orders exceeding posted ticket limits
- Use of bots or other prohibited automated purchase tools
- Fraudulent credit card usage
Customers can login to their Ticketmaster account to view any voided orders and the status of automated refunds. Void refunds follow the same verification process described above.
Appealing Void Refunds
If customers wish to appeal void refunds or have any issues receiving automatically processed void refunds, they must contact Ticketmaster Fan Support directly. The Ticketmaster online account will not include specific details on why an order was voided.
Only Ticketmaster Fan Support agents have access to that background and ability to re-review orders. Customers must be prepared to explain why their ticket purchase was legitimate if wishing to appeal a void refund.
Refunds for Unused Tickets
Ticketmaster generally does not issue refunds if a customer simply cannot attend a non-canceled, non-postponed event they have valid tickets for. The tickets remain valid and can be:
- Used by the ticket holder to attend on the scheduled date
- Given or sold to another attendee
- Sold back through a Ticketmaster resale marketplace up until event start time
Unused tickets automatically expire as soon as the event begins. Customers cannot request post-event refunds by claiming they were unable to attend.
However, within certain stadiums and select partner venues, Ticketmaster has a “Fan Guarantee” policy. This allows full refunds for any reason up until 24 hours before event start if customers cannot attend. Fan Guarantee applies to very few venues and tickets.
Checking Fan Guarantee Refund Eligibility
When purchasing tickets, customers can see if Fan Guarantee applies by:
- Looking for the “Fan Guarantee” tag on the event page
- Checking for the Fan Guarantee messaging during checkout
- Viewing the ticket delivery message, which will mention availability if eligible
Outside of Fan Guarantee, customers cannot get simple “change of plans” refunds from Ticketmaster on valid tickets.
Third-Party Refund Guarantees
Some banks and third-parties like travel agencies may offer their own ticket refund guarantee services. These are separate agreements between that third-party and the customer.
For example, some credit card policies allow customers to file a claim to get the purchase amount of unused tickets refunded as a benefit. This is not facilitated by Ticketmaster and follows the third-party’s policies.
Using Third-Party Refund Guarantees
To take advantage of a bank or third-party refund guarantee, customers will generally need to:
- Review policy terms to confirm eligibility
- File a claim with evidence of purchase and original payment
- Submit proof of event non-attendance if required
- Follow any other documentation requirements from the guarantor
The refund is then issued by that third-party according to their policy terms. Ticketmaster is not involved in processing or assessing these types of guarantees.
Service and Delivery Fees
For straight ticket refunds processed by Ticketmaster, convenience and other fees are also refunded. This includes:
- Delivery fees
- Order processing fees
- Service fees
The total refund amount matches the original total purchase amount, including fees.
However, if customers receive refunds through third-party guarantees, those policies may handle fees differently. Customers will need to check policy details to know if fees are also covered or if the refund is for the base ticket price only.
Fee Refund Examples
Purchase Details | Ticketmaster Refund | Third-Party Guarantee Refund |
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Refund Methods and Timing
Ticketmaster issues all eligible refunds automatically within 30 days of the qualifying cancellation, postponement, or voiding event. Customers do not need to contact Ticketmaster or submit refund requests unless noted above.
Refunds will be processed via:
- Original payment method – Card purchases refunded to same card, etc.
- Voucher – For box office cash purchases only
Here are some typical timeframes to receive Ticketmaster refunds:
Refund Method | Estimated Processing Time |
---|---|
Credit card | 5-7 days |
Debit card | 7-10 days |
PayPal | 3-5 days |
Voucher | 2-3 weeks for creation; valid for 1 year |
Higher than normal refund volumes due to COVID-19, natural disasters, or other large-scale event disruptions can cause processing delays. Customers should allow 30 days before contacting Ticketmaster regarding delayed refunds.
Contacting Ticketmaster for Refund Inquiries
If refunds remain unissued or unverified past 30 days, customers can contact Ticketmaster Fan Support:
- Online: Use the refund help form and live chat
- Phone: Call (800) 653-8000
Support agents can look up refund status, reissue failed refunds, and investigate any delays. They may request order numbers, ticket details, and purchase confirmation to assist with inquiries.
Non-Refundable Tickets
While most Ticketmaster tickets are eligible for refunds in event of cancellations, some tickets are non-refundable and will remain valid for the new date instead.
Non-refundable tickets may include:
- Resale marketplace tickets at seller’s discretion
- Some specialty concert packages (VIP, exclusive experiences, etc.)
- Select promotional tickets
Non-refundable ticket policies are disclosed during the purchase process. Customers must confirm acknowledgement of non-refundable terms during checkout to complete the buy.
If non-refundable tickets are rendered unusable due to complete event cancellation with no rescheduling, Ticketmaster will provide vouchers equal to the purchase amount.
Using Non-Refundable Ticket Vouchers
Vouchers for non-refundable tickets canceled indefinitely follow the same policies as vouchers issued for box office purchases:
- Valid for 1 year from original event date
- Redeemable for future events at original venue or Live Nation owned venues
- New tickets booked with voucher must be equal or higher value
- No cash value if voucher not redeemed
Customers can login to their Ticketmaster account to access any non-refundable ticket vouchers in their account wallet.
Refunds for Cancelation of Season or Multiple Tickets
Ticketmaster also provides full refunds if a customer’s entire season or multi-ticket package is canceled or changed, regardless of rescheduling.
For example, if a customer purchases a season ticket package to 10 events, but then just 2 events get canceled and the rest proceed normally, then Ticketmaster will refund the 2 individual event ticket costs only.
However, if the entire 10 event package gets canceled or modified to a completely different schedule, the customer can opt to receive a full refund of the entire season or multi-ticket package cost. This must be requested proactively by contacting Ticketmaster as normal event cancelation refunds would apply.
Refunds are issued per the normal methods and timeframes above based on original purchase payment details.
Conclusion
In summary, Ticketmaster automatically processes refunds for ticket holders when events are outright canceled or postponed on short notice. Customers must request refunds for events moved more than 30 days out. Otherwise, tickets typically remain valid for rescheduled events.
Refunds are issued to the original payment method used at time of purchase. All fees are also included in refund amounts. Refunds for non-refundable tickets come in the form of vouchers, not cash repayment.
By following the verification process and policies outlined here, Ticketmaster customers can ensure they receive entitled refunds or properly utilize their ticket value in case of event changes or personal cancelations.