If you cannot fulfill your sale with the tickets you originally sold you must notify Ticket Attendant immediately. Ticket Attendant cannot guarantee that substitute tickets will be approved by the exchange or accepted by the buyer. In the event that the exchange chooses to reject substitute tickets, any cancellations and fees associated will be charged back to the client.
For tickets that have been delivered, Ticket Attendant will coordinate with exchanges, however replacements are subject to cancellation at the exchange’s and/or buyer’s discretion.
In addition to the details above, the following Rules & Guidelines are requirements for offering substitute tickets as set forth by Ticket Attendant. Please read them carefully.
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Clients must offer specific seats per order from exchanges through a FreshDesk request. This needs to be included in writing to Ticket Attendant.
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In most cases substitutes can only be offered once. If seats are rejected or no longer available, the chance of cancellation becomes much higher.
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This also includes if substitutes are not yet owned.
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Clients must own and have unbroadcast any substitute tickets being offered within two (2) business days prior to the event.
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Ticket Attendant will not accept liability for any substitute ticket requests offered less than two (2) business days prior to the event.
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Ticket Attendant reserves the right to determine whether substitutes offered are worse seats/outside of the upgrade criteria.
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Clients are able to offer discounts on substitutes for seats that are of equal or lesser value than the original seats.
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Clients are responsible for providing accurate information throughout the substitute ticket process. Ticket Attendant will not accept responsibility for issues stemming from client error.
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Ticket Attendant will not acquire substitute tickets for clients.
Please consider the following Best Practices to ensure your substitute tickets are successful. These are not rules but rather helpful tips to keep in mind.
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Look for seats that do not require customer contact (upgrades) as soon as the original tickets are canceled.
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Every exchange has their own rules, but in general, seats are typically considered upgrades when they are in the same section and up to 5 rows better and if the order is less than $1000. Tickets outside of this criteria will need to be approved by the exchange.
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All substitutes for NFL and NCAAF must also be approved by the exchange.
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In that event, please reach out to our Operations team so they can contact the exchange and seek approval.
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If seats cannot be found within the upgrade criteria, acquire tickets as far in advance of the event as possible and no fewer than 2 business days prior.
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Attempt to buy seats that are available immediately (Instant download/In hand) and are the same delivery method as the original tickets.
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Consider buying tickets from the same exchange that you sold the canceled seats. This ensures a single exchange will be involved throughout the process in the event that complications arise.
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If you have to offer comparable or worse seats, consider offering generous discounts to buyers as penalties for cancellations will often be more costly.
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TM+ orders must always get the exact seats offered. They cannot accept any other seats, even if the row is better, without getting the buyer’s approval. Submit substitutes and questions to TM in their support portal before transferring or uploading subs independently.