We hope you never experience a ticket issue, but if you do, we’re here to help and will work quickly to get everything resolved.
If your ticket is deemed not valid upon entry, it’s important to take the correct steps immediately to ensure you're eligible for a refund under our Trader’s Protection Guarantee.
⚠️ Do not ignore the steps below, buy another ticket, and request a refund later. Without proper evidence or proof of the issue, CashorTrade cannot issue a refund.
Required Steps for Reporting an Invalid Ticket
Check the Scan Again
If using a mobile ticket, turn up your screen brightness and retry the scan
Try a Different Scanner
Ask another staff member to scan your ticket at a different entry point
VISIT THE BOX OFFICE!
Ask them to scan the ticket.
If it fails, ask why and request written proof (a receipt, printout, or confirmation). Anything that you can send via email to CashorTrade. Please refrain from mentioning that you purchased the tickets on CashorTrade.
A video recording of the scan attempt (from a friend’s phone) can also be used as evidence
The ticket barcode or ID number must be visible in any evidence submitted to CashorTrade
Contact the Seller
Message your seller through CashorTrade immediately
The seller may be able to resolve the issue by contacting their original ticket provider or sending a replacement
Contact our Fan Support Team right away!You can open a support ticket directly from the message thread between buyer and seller by clicking the three dots ‘...’, selecting the ‘Get Help’ option, which will prompt you to provide all information needed to contact our support team.
Include all evidence (video, screenshots, documents, box office confirmation, etc.)
Emails and any relevant information must be forwarded to us at support@cashortrade.org
⚠️ IMPORTANT: All ticket issues must be reported within 24 hours of the event's conclusion to be eligible for a refund through Trader’s Protection.
CashorTrade Dispute Process:
Disputes must be filed within 24 hours of the event. Any disputes made after 24 hours may not be eligible for a refund.
Our dispute process is 72 hours, and in most cases, disputes are resolved before then.
The funds from any payments will be placed on hold. If a seller has already been paid out, their card will be charged to recover the funds until the dispute is resolved. Funds will be re-dispersed following the outcome within this 72-hour window
If the seller fails to provide evidence that the tickets sold were valid, they may be charged a penalty fee up to 150% of the ticket cost as outlined in our Terms of Use.
Note:DO NOT dispute the charge with your bank. If a chargeback is filed, we will be unable to process a refund for the sale, you will be charged a $25 fee per our Terms of Use (Section 7D), and your account will be at risk of permanent removal.
Need Help?
If you're unsure what to do or can not reach the seller, please submit a support ticket as soon as possible, and our team will gladly assist you!