Ticketmaster is one of the largest ticket sales and distribution companies in the world. They sell tickets for concerts, sports events, theater shows and more. Sometimes events get cancelled or postponed. In these cases, Ticketmaster has policies in place to refund customers. But how long does it actually take to get your money back from a cancelled Ticketmaster event? Here is a detailed look at Ticketmaster’s refund process and timeline.
Ticketmaster’s Refund Policy
According to Ticketmaster’s purchase policy, if an event is cancelled, refunds will be available at the original point of purchase. For events in the United States, refunds will be issued to the original credit card, debit card or method of payment used to purchase the tickets. For events in Canada, the refund will be issued back to the fan using the original method of payment. Refunds only apply to the base ticket price and service fees. Other charges like shipping and gift wrapping are not refunded.
Ticketmaster states that as soon as they receive cancellation information from the event organizer, they will begin processing refunds. They aim to process refunds within 30 business days once the event is cancelled and they receive funds from the organizer. However, in some cases it may take longer for the funds to reach Ticketmaster if the bank account for the event is frozen or funds are otherwise inaccessible.
The refund timeline also depends on your method of purchase. If you purchased with a credit card, expect the refund to show up within the next 1-2 billing cycles after Ticketmaster issues it. For debit card purchases, expect the refund in 3-5 business days after issued. PayPal purchases see the refund within 3-5 days as well. If you paid with cash at a box office, expect to get a check in 4-6 weeks after the refund is issued.
Factors Affecting Refund Timing
While Ticketmaster aims to issue refunds within 30 business days of an event cancellation, there are many factors that can affect the actual timing:
- Cause of cancellation – If an event is cancelled due to bankruptcy, frozen assets or legal disputes, it takes much longer for Ticketmaster to get the funds to issue refunds.
- Type of event – Sporting events and concerts typically have quicker refund processes than multi-day festivals or conferences.
- Size of event – Larger events take longer to unwind and process refunds.
- Location of event – Events in small towns may process faster than huge arena shows in cities.
- Time of year – The volume of events affects processing times. The busiest seasons like summer see slower refunds.
- Your purchase method – Credit card refunds process quicker than cash refunds by check, for example.
In ideal circumstances, Ticketmaster issues the refund within 14-30 days from the event cancellation date. But customers reporting waiting 1-3 months is not uncommon for larger events. The best thing is to be patient and understand the various factors at play.
How to Check Your Refund Status
Wondering when your refund might hit your account? Here are some ways to check the status:
- Check your email – Ticketmaster sends emails when your refund is processed and on its way.
- Check your credit card statements – Refunds will show up here once processed.
- Log into your Ticketmaster account – You can see the status of orders here.
- Contact Ticketmaster – You can call, email or chat online with a representative.
The easiest way is to log into your Ticketmaster account online or in the mobile app. You can see your purchase history and the refund status will be updated there. This will also show partial refunds if you only requested a refund on some of the tickets you purchased.
How to Request a Refund
As soon as an event is cancelled, Ticketmaster begins processing refunds automatically. However, there may be cases where you need to specifically request a refund if it does not come through.
Here are the steps to request a refund if your event was cancelled:
- Log into your Ticketmaster account online or in the app.
- Find the cancelled event order in your purchase history.
- Select the “Request a Refund” option.
- Choose if you want a full or partial refund.
- Provide a reason for the refund request.
- Submit the request.
You will receive a confirmation email once your refund request is submitted. Ticketmaster will then process the request and initiate the refund. Continue monitoring your account and original payment method as it completes.
Getting a Refund for Postponed or Rescheduled Events
If an event gets postponed or rescheduled instead of fully cancelled, the refund process is a bit different. Ticketmaster does not issue automatic refunds for postponed or rescheduled events since the event is still happening at a later date.
If you can no longer attend the new event date, you have to specifically request a refund from Ticketmaster. The steps are similar:
- Log into your Ticketmaster account.
- Find the order for the postponed event.
- Click the “Request Refund” button.
- Choose which tickets you want refunded.
- Provide details on why you cannot attend the new date.
- Submit the refund request.
Approval of refunds for rescheduled events is more strict than cancelled events. Make sure to provide as much detail as possible on why you cannot attend the new date, especially if there are travel restrictions in play.
Getting Your Money Back if Refund Is Denied
In some rare cases, Ticketmaster may deny a refund request even for a cancelled event. Reasons for denial include:
- Refund request submitted too late
- Unable to verify purchase
- Already received a refund
If you feel your refund request was incorrectly denied, here are some options:
- Contact Ticketmaster again – Speak to a new rep who may be able to help.
- File a dispute with your bank – For credit/debit card purchases.
- File a complaint with regulatory bodies – Such as your State Attorney General.
- Use social media – Publicly tweet at Ticketmaster to call attention to the issue.
It’s advisable to keep trying customer service and escalating the issue. But involving your bank or regulatory bodies can also help recover improperly denied refunds.
Special Cases for Refunds
There are also some special cases where the standard cancellation and refund policies may not apply:
- Natural disasters – If an event is cancelled due to weather, disasters, pandemics or other “act of God”, refunds may be denied since it is out of the event organizer’s control.
- Cancelled festivals – For multi-day festivals, refunds may only apply to headliners who cancelled and not the full festival costs.
- Tickets won through contests/giveaways – There typically aren’t refunds for tickets that did not have an associated purchase.
- Group tickets or travel packages – Third-party vendors may have their own policies regarding cancellations and refunds.
These types of circumstances will be assessed on a case-by-case basis. You will have to contact Ticketmaster directly to learn about refund options. Having event cancellation insurance can also help recover costs in these special cases when refunds are complex or denied.
Steps to Get Refunds Quickly
Here are some tips to help expedite the refund process with Ticketmaster if your event is cancelled:
- Request your refund as soon as possible after cancellation news.
- Choose credit card refunds over cash refunds.
- Opt-in for Ticketmaster emails to get status updates.
- Frequently check your Ticketmaster account for updates.
- Follow up politely via phone if refund is delayed too long.
- Double check bank statements for refund receipt if you don’t get confirmation emails.
Putting in refund requests quickly and selecting credit card refunds can help speed things up. Also set reminders to follow up with Ticketmaster customer service if your refund is not received within the standard timeframes.
Can You Sell Ticketmaster Tickets for a Cancelled Event?
Once an event is cancelled, any tickets sold through Ticketmaster are automatically voided. The barcode becomes inactive so the tickets cannot be scanned at the venue. This prevents people from selling tickets to cancelled events that are invalid.
If an event is postponed or rescheduled, you may be able to sell your tickets on a resale site like StubHub. But make sure the event has a new confirmed date before listing the tickets for sale. Read through Ticketmaster’s policies carefully before reselling tickets online.
Any tickets sold through unauthorized resale sites like Craigslist, eBay or Facebook groups are always risky. There is no guarantee the tickets are legitimate. Always use reputable, approved sites like StubHub when reselling event tickets to avoid fraud.
Getting Refunds on Ticketmaster Fees
When Ticketmaster issues refunds for cancelled or postponed events, only the base ticket price is refunded. The various service fees and order processing fees charged by Ticketmaster are not refunded. This includes delivery fees, facility fees, order processing fees and more.
According to their policies, Ticketmaster considers these fees as compensation for the services they provided up until the point of cancellation. Since those services like ticket processing and delivery already took place, those fees are non-refundable.
There is no way for customers to get refunded on the various Ticketmaster service fees. Those are only refundable at Ticketmaster’s own discretion in very rare cases. Otherwise, expect only the face value ticket cost back and not the additional fees.
Filing a Complaint Against Ticketmaster
If you have ongoing issues receiving a refund from Ticketmaster that customer service has not resolved, you may need to file a formal complaint. Here are some options:
- Better Business Bureau (BBB) – File a complaint through BBB’s Resolution Services.
- State Attorney General – File a complaint with your state AG’s office.
- Federal Trade Commission (FTC) – File a consumer complaint with the FTC.
- Class action lawsuit – Join a law firm’s class action suit against Ticketmaster.
Threatening legal action through regulatory bodies often motivates companies like Ticketmaster to resolve the issue. Joining an existing class action lawsuit is also powerful leverage, even if you do not want to pursue new legal action yourself.
Conclusion
Ticketmaster aims to issue refunds within 30 days for cancelled events, but it can often take 1-3 months. The timeline depends on many factors like the event size, time of year, reason for cancellation and your purchase method. Monitor your Ticketmaster account and original payment method for updates on refund status.
Make sure to request a refund as soon as cancellation news is announced. For postponed or rescheduled events, you must actively request a refund if you cannot attend the new date. If your refund is denied, keep escalating with customer service and consider involving your bank or regulatory bodies.
Understanding Ticketmaster’s refund policies and timeframes allows you to set proper expectations. With cancelled events, getting your money back is likely just a matter of time and patience through their process. Submit any refund requests promptly and follow up diligently until received.