In the event of a Denial of Entry (DOE) claim, Ticket Attendant will approach each DOE investigation with fairness in an attempt to determine the root cause using any means available, including reviewing tickets and barcodes, running reports, checking ticket account sites, reviewing prior communication about the listings or orders, etc.
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If we find evidence that the denied entry was due to a Ticket Attendant error, we will follow up with the exchange and take responsibility for the fault.
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If it is in our judgment that the client was at fault for any reason, we will notify the client of the claim and fault reason, and then apply a charge in accordance with the penalties issued by the exchange.
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If we cannot find any evidence of clear fault, or the support needed to counter the allegations, the client will be expected to assist by providing additional evidence. Exchanges require hard evidence to refute denied entry claims.
Ticket Attendant will email the client to notify them of the denied entry claim and the evidence that is required.
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Supporting evidence includes, but is not limited to, a scan report from the venue or ticketing agent, or other written documentation from the venue, ticketing agent, or team representative.
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If you do not participate and provide supporting evidence in a timely manner, you will be charged.
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Once we have been provided with supporting evidence, we will review that evidence and evaluate if it meets the exchange’s requirements in such cases before following up with the exchange. We will send it to the exchange and follow up with you as needed.
Please be aware that exchanges have differing deadlines and requirements, and it is up to each exchange’s discretion to make final judgment and enforce any penalties. Exchanges may contact us about denied entry claims at any point on the day of the event or after, sometimes it can take several weeks or months. Regardless of how long ago the event occurred, your cooperation is still required.