Buyer FAQ

What is TicketExchange and how does it work?

TicketExchange is Ticketmaster's new online service that enables premium and fan-to-fan transactions. Sellers, unable to attend an event are able to put up for sale tickets they can no longer use, and are guaranteed payment, if their tickets are resold. Buyers for that event can use TicketExchange to select the ticket(s) they want based on price and seat location, without having to bid against other buyers, without having to coordinate delivery from anonymous sellers, and without the gamble that the tickets are legitimate.

How do I know the tickets I buy are legitimate?

Only Ticketmaster can guarantee 100% legitimate tickets, because the tickets sold through TicketExchange are linked to Ticketmaster's ticketing systems. If you buy tickets that are sold through a source other than Ticketmaster, you have no way of knowing whether they are counterfeit or have been invalidated. If a ticket is invalidated or counterfeit Ticketmaster's systems will know and not allow it to be resold through TicketExchange. Ticketmaster accomplishes this by requiring sellers to submit the barcode number for each ticket they want to sell. Ticketmaster then checks that barcode number against its own database, and if determined to be valid then the ticket will be posted along with an automatically generated description of the ticket's section, row and seat number. If you then buy a ticket, Ticketmaster will cancel the original barcode number (thus invalidating the original ticket) and provide you with a new ticket.

Do I need to contact the seller directly and coordinate payment for tickets in person?

No, Ticketmaster takes care of it for you! We facilitate your TicketExchange transaction, making it simple, safe and secure to buy tickets this way.

How do I pay for my tickets?

Payment can only be made by major credit [and debit] cards. Cash, cheques and money orders are not accepted, in addition Ticketmaster gift vouchers or Giftcards cannot be used for TicketExchange purchases.

How are my tickets delivered?

Depending on the event, Ticketmaster offers TicketFast® or Secure Post ticket delivery options. Learn more about TicketFast.

Can I buy only part of a posting?

No - all postings count as a single transaction; therefore only the entire number of tickets posted onto the site may be purchased during a sale.

What do I do if tickets aren't posted for an event that I want to attend?

The events that are available for TicketExchange are set in accordance with the terms and conditions of the event promoter, organiser or venue and as such some events may not be available. However you should check back regularly for updated events.

What fees are associated with buying tickets?

The buyer will pay fees that are either indicated separately from the resale price or are included and deducted from the amount you see displayed as the resale price of the ticket.

What happens if an event is cancelled or rescheduled?

Occasionally, events are cancelled or rescheduled by the promoter, team, band or venue. If you have purchased a ticket to a cancelled event through TicketExchange, have not resold it and are able to return it to us as we instruct, then we will make every effort to ensure you receive a prompt refund of the ticket price and associated service charge (the per order processing fees are not refundable). If an event is rescheduled and you are unable to attend the rescheduled event, we will refund the ticket price. In such a case, please contact us for exact instructions, and please make sure to include your account number so we can expedite your refund if applicable.

Is there a refund policy?

Please see our refund policy set out at http://www.ticketmaster.co.uk/legal/purchase.html. Ticketmaster will offer a refund for a cancelled or rescheduled event in accordance as outlined in the previous paragraph above but generally does not issue exchanges or refunds for purchased tickets, nor do we issue refunds for lost, stolen, damaged or destroyed tickets, or tickets claimed to be "not delivered." However, you may be able to resell your ticket(s) on TicketExchange if you cannot attend the event. If you have lost a ticket, or if your ticket was stolen, damaged or destroyed, please contact Customer Services.

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