Ticketmaster is one of the largest ticket sales and distribution companies in the world. They sell tickets for a wide variety of events such as concerts, sports games, theater shows, and more. However, many customers have found themselves in situations where they have needed to request a refund from Ticketmaster but have been denied.
Ticketmaster’s Refund Policy
In most cases, Ticketmaster has a no refunds or exchanges policy. This is because they are not the official issuer of the ticket – they are simply a ticket marketplace that connects buyers and sellers. The official ticket issuer (usually the event organizer or venue) sets the refund policy that Ticketmaster must follow.
However, Ticketmaster does give some guidance on situations where refunds may be allowed:
- The event was postponed, rescheduled, or canceled.
- The tickets have not been shipped or provided via mobile delivery.
- The ticket holder made the purchase through Ticketmaster’s Verified Resale marketplace.
They also note that refunds for postponed or rescheduled events are generally available for a limited time following the announcement.
Main Reasons Ticketmaster May Deny a Refund
Even if the situation seems to fit Ticketmaster’s refund criteria, they still frequently deny refund requests. Here are some of the most common reasons why:
The Official Refund Period Has Ended
As noted above, there is usually only a short window where refunds are available for postponed or rescheduled events. If a customer requests a refund outside of that official period, Ticketmaster will deny it even if the event has yet to occur.
The Tickets Have Been Shipped
If Ticketmaster has already shipped physical tickets to the customer, they automatically become ineligible for a refund. This is because the tickets are now officially in the buyer’s possession.
It Was Not Purchased Via Verified Resale
Only tickets purchased through Ticketmaster’s Verified Resale marketplace are eligible for refunds. These tickets tend to be resold tickets. If the original ticket purchase was through Ticketmaster’s regular sales channels, refunds are usually excluded.
The Event Organizer’s Policy is No Refunds
In most cases, the event organizer or venue determines if refunds are allowed. If their policy is to not offer refunds, Ticketmaster must implement that policy. An example is many MLB teams have a no refund policy, even if a game is rained out.
Is There Any Recourse if Refund is Denied?
If Ticketmaster denies a refund request, the options are limited for recourse. Here are some steps that customers can potentially take:
File a Credit Card Chargeback
If the tickets were purchased with a credit card, the customer can attempt to file a chargeback claim. This asks the credit card company to reverse the charge since the merchant (Ticketmaster) did not provide the promised goods or services. Success will depend on the card issuer’s policies.
Contact the Event Organizer Directly
For postponed, rescheduled or canceled events, it may be worth contacting the event organizer or venue directly to request a refund. They are the ones who set the ticket refund policy that Ticketmaster follows.
Sell the Tickets
Instead of seeking a refund, consider reselling the tickets on a marketplace like Stubhub. While this may be at a loss, it is an option for recouping some of the ticket’s original value.
Report to the Better Business Bureau (BBB)
You can file a complaint with the BBB detailing Ticketmaster’s refusal to issue a refund. This creates a record of the incident, though the BBB has limited ability to take action.
Consult a Consumer Protection Attorney
In some cases, it may be worth having an attorney review the situation to see if any consumer protection laws were violated. They can advise if any legal remedies are available.
Tips to Avoid Ticketmaster Refund Issues
While options are limited once Ticketmaster denies a refund, there are some tips that can help avoid the situation completely:
- Read the refund policy closely before purchasing tickets.
- Only buy via Verified Resale for transferable tickets.
- Use a credit card to enable chargeback rights.
- Request refunds immediately upon event cancellation.
- Double check ticket details to avoid buyer’s remorse.
- Consider ticket insurance from a third party.
Conclusion
Ticketmaster maintains strict rules around issuing ticket refunds in most cases. While customers can ask, refunds are often denied if the situation does not meet the criteria such as: the event was not rescheduled/canceled, tickets have been shipped, the refund period ended, they were not purchased via Verified Resale, or the organizer has a no refund policy. Options like credit card chargebacks, selling tickets, or contacting the organizer directly may be available, but reversing a Ticketmaster refund denial is very difficult once made.