Dispute Resolution

Disputes are how we resolve disagreements between buyers and sellers. Opening one freezes the seller payout until the case is reviewed by Secure Ticket Transfer admins.

How a dispute works

Either buyer or seller opens a dispute from the transaction page.
The payout is frozen immediately.
Both sides can upload evidence and post messages in the transaction thread.
A Secure Ticket Transfer admin reviews the evidence and issues a decision.
Funds are either released to the seller or refunded to the buyer.

Timelines

Disputes can be opened anytime before the seller payout is released.
After the event start time, you have 72 hours to open a dispute.
Most cases are reviewed within 2 business days of evidence submission.

Acceptable evidence

Screenshots

Ticketmaster transfer pages, acceptance confirmations, email receipts, with visible timestamps.

In-app messages

Conversations inside the transaction thread are automatically part of the evidence record.

Unresolved disputes

If neither side provides sufficient evidence, funds remain frozen until a Secure Ticket Transfer admin issues a final manual decision. Repeated dispute losses can lead to listing restrictions, payout holds, or account suspension.

Outside-platform payments

We can only protect transactions that complete inside Secure Ticket Transfer. Payments sent by Interac e-Transfer, PayPal Friends & Family, or DMs are not eligible for protection or dispute review.