What if tickets I mailed aren't delivered to a buyer in time?

If tickets are lost, damaged, or will not arrive to the buyer in time for their travels, don't worry! There are still some options to get the tickets to the buyer if we all work together!
 

1. Contact the carrier immediately to ask for an update on the delivery status

2. File a claim for reimbursement from the shipping carrier

3. Ask the buyer if they are willing to pick up the tickets at Will Call.

4. The seller may contact the venue box office or primary ticketing company to have the tickets reissued to the buyer for Will Call pickup.

   • This will invalidate the original tickets and create new ones under the buyer's name at Will Call

5. Follow the steps outlined in How to Arrange Tickets for Will Call Pickup to complete this process.

Note: Buyer and seller should work together to coordinate alternate arrangements for the buyer to receive their tickets

If replacement tickets are not provided, buyers will be entitled to a full refund and this would be considered a "Dropped Sale"

Delivery Timeline

• Physical tickets or wristbands must be delivered at least one day before the event or by an agreed-upon date for early departures

• Tickets marked as delivered by the carrier are considered delivered by CashorTrade
   

Shipping Requirements for Sellers

• Take a clear photo of each ticket barcode or wristband ID and upload it to the message thread before shipping

  • Barcode photos can sometimes serve as a backup for event entry

• Wristband IDs can be used to reissue wristbands at will-call

• Keep a photo of the shipping label to confirm the mailing address, if requested
   

Recommended Best Practices

• Purchase carrier insurance to protect against lost or delayed shipments

• If insured, sellers can file a claim with the shipping carrier if the package does not arrive as expected
   

Need Help?

Check out our Help Center Article: Mailing Physical Tickets or Wristbands

Contact our Fan Support Team if you have any additional questions or need assistance. We've got your back!