Requesting a refund from Ticketmaster can seem daunting, but it is possible if you follow the right steps. In this comprehensive guide, we will walk you through everything you need to know about getting your money back when a Ticketmaster order doesn’t go as planned.
Can I get a refund from Ticketmaster?
Yes, Ticketmaster does offer refunds in certain situations. According to their Fan Refund Policy, you may be eligible for a refund if:
- Your event was postponed, rescheduled, or canceled
- You are unable to attend the event due to extenuating circumstances
- You never received your tickets
- You received the wrong tickets
However, each case is different, so Ticketmaster reviews refund requests on a case-by-case basis. Getting approved comes down to the specific circumstances around why you need a refund.
How do I request a Ticketmaster refund?
To get the refund process started, you need to contact Ticketmaster directly. Here are the steps to take:
- Call Ticketmaster Customer Service at 1-800-653-8000. Explain why you need a refund and be prepared to provide your order number.
- Alternatively, you can submit an online refund request form on Ticketmaster’s website. You’ll need to create an account if you don’t already have one.
- Provide information about your order – when it was placed, what event it was for, how much it cost, etc.
- Explain in detail why you are requesting a refund. The more context you can provide, the better.
- Attach any relevant documentation like receipts, emails, or other proof to back up your refund claim.
- Be patient as it may take 7-10 business days (or longer) to hear back once your request is submitted.
This starts the official refund review process. Next, Ticketmaster will determine if you are eligible based on their policy and the details you provided.
When can I expect my Ticketmaster refund?
If approved, refund processing times vary. Here’s a look at when you can expect to see your money back for different purchase methods:
| Purchase Method | Refund Processing Time |
|---|---|
| Credit card | 5-7 business days after approval |
| Debit card | 7-10 business days after approval |
| Cash | 4-6 weeks via check after approval |
So once your refund request is approved, factor in processing times based on your original payment method. If it has been longer than the quoted time frame, follow up with Ticketmaster again.
What if my refund is denied by Ticketmaster?
If Ticketmaster determines you are not eligible for a refund based on their policy, you do have a couple recourse options:
- Appeal the decision. Contact Ticketmaster again and explain in more detail why you believe you still deserve a refund. Provide any additional documentation that could help your case.
- Dispute the charge. If you paid with a credit card, file a chargeback dispute to potentially get the money back through your credit card company instead.
- Sell the tickets. Use a ticket resale site like Stubhub to recoup some of your money back by selling the tickets.
But before taking matters into your own hands, always make one last attempt communicating with Ticketmaster to get more clarity on why the refund was denied.
Tips for smooth Ticketmaster refunds
To boost your chances of getting approved for a Ticketmaster refund, keep these tips in mind:
- Act quickly. Start the refund process as soon as possible. The longer you wait, the less likely Ticketmaster is to issue a refund.
- Double check the event status. Before requesting a refund, confirm the event is actually canceled, postponed, or that you cannot attend. Refunds are not issued because you simply changed your mind.
- Be detailed. The more background and paperwork you can provide, the stronger your case will be. Help Ticketmaster fully understand why the refund is warranted.
- Stay patient. It takes time for Ticketmaster to review requests properly. Avoid harassing them for status updates.
- Use live chat. You may be able to get questions answered faster by using Ticketmaster’s live chat instead of phone or email.
Following this advice gives you the best shot at getting your Ticketmaster order refunded smoothly.
Common Ticketmaster refund situations
To gain a better understanding of what types of situations qualify for Ticketmaster refunds, here are some of the most common examples:
The event was canceled
If the event you bought tickets for ends up being canceled altogether, you are entitled to a full refund including fees. This is the most clear-cut and hassle-free scenario to get refunded.
You can’t attend the rescheduled event
If your event gets postponed or rescheduled, you can request a refund if you are unable to attend the new date. Proof of scheduling conflicts like travel or work commitments will help.
You never received the tickets
Whether the tickets got lost in the mail or you never got the emailed e-tickets, you’ll want to get a refund here. But act fast, as Ticketmaster will only issue refunds for non-delivery within 45 days of the event.
You received the wrong tickets
Mistakes happen, and sometimes you might get sent tickets that don’t match what you ordered. Reach out to Ticketmaster as soon as possible and stop any future delivery attempts until the error gets sorted.
There was a billing error
Whether you were overcharged or double-billed, Ticketmaster will refund any inaccurate charges as long as you provide proof. But this needs to happen within 30 days of the payment.
You changed your mind
Unless the event was canceled, simply having a change of heart does not qualify you for a Ticketmaster refund under normal circumstances. But it never hurts to politely ask.
Should I buy Ticketmaster refund insurance?
When purchasing tickets through Ticketmaster, you may be prompted to add on “Ticket Refund Protection.” This acts as refund insurance through a third party company called Allianz.
For most events, it costs an extra 15% of the base ticket price. If you need to cancel your tickets for a covered reason, Allianz will refund you the face value of the ticket (but not fees).
Common reasons covered by Ticket Refund Protection include:
- Illness or injury preventing you from attending
- Traffic accident on the way to the event
- Your flight gets cancelled or delayed
- Military leave or reassignment
- Pregnancy or childbirth (if event is within 9 months of due date)
- Employer terminates your employment
- And more based on the policy details…
The insurance can provide peace of mind if you think you may need to cancel for reasons beyond your control. But make sure to read the full policy to understand what is and isn’t covered.
Ultimately, Ticket Refund Protection provides an added layer of protection in case your refund request gets denied by Ticketmaster. But it isn’t required to purchase.
Can I sue Ticketmaster for a refund?
Technically, anyone can try suing anyone else over anything. But realistically, you are highly unlikely to win a lawsuit against Ticketmaster solely over a refund denial.
You would need to prove Ticketmaster breached a legal duty owed to you or violated the law in some way. As a private company, they have broad discretion to issue or deny refunds per their own policies.
Instead of suing, follow the proper steps to request a refund first. If denied and you feel it was improper, file a complaint against Ticketmaster with organizations like:
- Better Business Bureau
- Federal Trade Commission
- State Attorney General
- Consumer Financial Protection Bureau
Or consider small claims court for minor disputes. But odds are low of winning a major class action lawsuit over an individual refund.
How do Ticketmaster refunds impact promoters?
When Ticketmaster issues a refund, it does not solely eat into their own bottom line. The financial impact is shared across the entire event chain.
For every ticket sold, Ticketmaster takes its fees off the top. The base ticket price then gets passed to the event promoter and venue. Refunds must be paid back out of these same buckets.
Let’s break down an example $100 ticket purchase:
- Ticketmaster fee: $15
- Promoter revenue: $80
- Venue revenue: $5
If this was refunded, Ticketmaster would sacrifice its $15 fee. The promoter would give up their $80 share, and the venue would lose $5. Refunds hit everyone’s profits.
This financial connectivity across the live event industry is why Ticketmaster has a vested interest in limiting refunds. But for valid requests, all parties will bear the brunt to make customers whole.
What are fans saying about Ticketmaster refunds?
Ticketmaster is no stranger to controversy and complaints from fans. Online reviews highlight plenty of refund-related frustrations:
Long delays
“It took nearly 6 months to get our refund after they postponed a concert twice due to COVID. Way too long of a wait.”
Poor communication
“They approved my refund request but didn’t tell me. I only found out after emailing them again weeks later to ask for a status update.”
Refund never arrived
“I was promised a refund after the event got canceled but it’s been 3 months now and there’s no sign of my money. Waiting forever!”
Denied for unclear reasons
“My show was postponed indefinitely and they still denied my refund request for some reason. So frustrating when I can’t even attend on the new date.”
The bottom line is fans feel Ticketmaster makes it overly difficult to get their money back even when it seems totally justified. Improving communication and transparency around the status of refunds would go a long way towards rebuilding customer trust.
Key takeaways
Here are the key points to remember when seeking a refund from Ticketmaster:
- Refunds are only issued for canceled, postponed, or rescheduled events you can’t attend.
- Start the process by contacting Ticketmaster customer service right away.
- Provide detailed information to explain why your request should be approved.
- Allow ample time as refunds can take weeks or months to process.
- Dispute the charges through your bank if Ticketmaster denies your request.
- Avoid trying to sue Ticketmaster over individual refund disputes.
The bottom line
Navigating Ticketmaster’s refund process can definitely be tricky. With persistence and patience, getting your money back is possible for legitimate cases. Just be prepared for a drawn out experience requiring plenty of follow-up. And if your request gets denied, don’t hesitate to push back politely or utilize other resolution options at your disposal.
