Question 1

How do I send or retransfer mobile transfer or AXS tickets?

Accepted Answer

For mobile transfer and AXS sales, send the tickets through the ticket website or app where you bought them, such as Ticketmaster or AXS. We'll process your payment within 8 business days after the event.
Mobile transfer and AXS ticket delivery instructions
Step 1: Find the buyer's ticket transfer details.

Go to Sales.
Under the sale, select "Click to view Buyer Info."
Select "Copy email."

Step 2: Transfer the tickets.

Log in to the original ticket vendor account where you bought the tickets, such as Ticketmaster or AXS.
Open your order. You'll usually find it under "My Events" or "My Tickets."
Select "Transfer" and choose the seats that match your Seatpin sale.
Enter the buyer's information from your Seatpin sale details and complete the transfer.
Take a screenshot of the completed transfer details. This is your proof of transfer.

Step 3: Confirm and upload proof of transfer.
We recommend uploading proof of transfer in advance. If there's an issue with the tickets, proof of transfer may be required for payment.
3.1 Return to your Seatpin Sales.
3.2 Under the sale, select See actions, then "Confirm transfer."
3.3 Select the "Event Organizer Name," choose the ticket service you used to transfer the tickets, agree to the acknowledgements, and submit.
3.4 Select See actions, then "Upload Proof of Transfer" to upload your screenshot.
You're done. We'll process your payment within 8 business days after the event.
Retransfer requests
If the buyer can't access the tickets, or they misspelled their email address, you may get an email asking you to recall and retransfer the tickets.

Log in to the original ticket vendor account where you bought the tickets, such as Ticketmaster or AXS.
Open your order. You'll usually find it under "My Events" or "My Tickets."
Cancel, revoke, or recall the transfer.
Retransfer the tickets using the new email address in the email we sent you.
Take a screenshot that shows the transfer was started and includes the transfer details. This is your proof of transfer.
Return to your Seatpin sale details to confirm the transfer and upload your proof.

Common ticket delivery and retransfer questions
The event is soon, and the buyer hasn't accepted the ticket transfer.
Many buyers access their tickets at the last minute, so don't cancel the transfer. If the buyer entered the wrong email address or the transfer expires, you'll receive a retransfer request to resend the tickets.
You need to upload proof of transfer but aren't sure what that looks like.
Your proof should show that the tickets were transferred to the buyer's email address from your sale details. Accepted proof of transfer includes:

A screenshot of the email confirmation you received from the external account.
A screenshot of your external account showing the tickets were transferred.

You don't see a transfer option in the external account.
Some event organizers only allow ticket transfers closer to the event date. Contact the ticket vendor you bought the tickets from for details.
You received a retransfer request, but you don't see a retransfer option on the original ticket vendor's site.
Some vendors don't allow ticket transfers on a computer. Try the mobile website or app. You may also need to contact the ticket vendor for troubleshooting.
If you need more support from Seatpin, please upload the proof of transfer using Step 3.4 above before you reach out. Our team can help faster when we have that documentation.

Question 2

When do I need to deliver tickets after they sell?

Accepted Answer

After your tickets sell, Seatpin will email you with delivery instructions and the deadline for completing the sale. If you don't see the email, check your spam or junk folder, then search your inbox for messages from Seatpin, your order number, or the event name.
A few delivery tips:
Send the tickets as soon as you can to avoid problems as the event gets closer. If you send mobile transfer tickets, you also need to confirm the transfer in your Seatpin account. For more delivery help, follow the instructions for your sale's ticket type in Deliver tickets to buyers.

Question 3

How do I cancel a sale?

Accepted Answer

Sales on Seatpin are final. If you cancel a sale, you'll be charged so we can offer the buyer replacement tickets or a refund.
If you've sold tickets and can't deliver them, tell us right away:

Go to your Sales.
Select View details, then "Make changes".
Choose "I don't have the tickets".
Select a cancellation reason and agree to the terms.

What happens next?

We'll offer the buyer replacement tickets or a full refund.
We'll email you to confirm the sale is canceled, and again when we apply any charges.

What will I be charged if I cancel?
It depends on the sale, because the charges cover the buyer's replacement tickets or refund. Seller Policies says you can expect to be charged whichever is greater:

100% of the price of the tickets sold.
The full amount incurred by Seatpin to remedy the dropped sale. This may include additional costs to provide replacement tickets or management fees.

How do you choose replacement tickets?
We base that on factors including the original order's price, location, and real-time availability.
Can I offer the buyer replacement tickets myself?
Yes. If you have other tickets, you can offer them to the buyer:

Go to your Sales.
Select View details, then "Make changes".
Choose "Offer replacement tickets", enter the seat details, and save.

We'll offer those tickets to the buyer if they're comparable to the original seats. If the buyer declines, the sale will be cancelled, and charges may apply.
I sent the wrong tickets to the buyer. What should I do?
If you have the correct tickets, you can revoke the transfer, or we can help you delete the uploaded file.
Mobile transfer tickets: You can cancel transfer or recall Mobile transfer tickets.
E-Tickets: Contact our customer care team to delete the PDFs. You can upload the correct files after.

Question 4

My event was canceled. Can I get back the tickets I sold?

Accepted Answer

If the event was canceled, check with the primary ticket company first. You might be able to get your refund without returning the tickets to the box office. If you do need the tickets for your refund, contact Seatpin within 2 weeks of the cancellation. We'll ask the buyer to send the tickets to us, then we'll return them to you.

Question 5

I sent mobile transfer tickets, but the buyer hasn't accepted them

Accepted Answer

If you've already completed ticket transfer steps within the official app the tickets, there's nothing else you need to do.

Question 6

I sold tickets, how do I change the delivery method?

Accepted Answer

You can change the delivery method for tickets you've already sold in your account:

Go to Sales.
Find the sale and select 'Make changes'.
Choose "I need to change the ticket type" and select the new delivery method.
Select "Submit".

This only applies to tickets you've already sold. If the tickets haven't sold yet, see Changing the ticket type on an unsold listing instead.

Question 7

Can I cancel a mobile ticket transfer after sending it?

Accepted Answer

Yes, if the recipient hasn't accepted the tickets yet.
Only do this if you sent the tickets to the wrong person by mistake.

Sign in to your ticket company account.
Open the tickets.
If the recipient hasn't accepted them, you'll see a "Cancel transfer" option. It may also appear as Recall, Revoke, Cancel forward, or something similar.
Select "Submit" (or something similar) to cancel the transfer.

Question 8

Why can't I upload a PDF to my Seatpin listing or sale?

Accepted Answer

If your PDF won't upload, check these common issues:

Upload the original PDF only. We can't accept PDFs created from scans, photos, or copies of paper tickets.
Check whether your listing is in the "Expired" tab. You can't upload tickets to an expired listing. You can delete the listing and re-post the tickets for sale so you can upload the files. See How to delete a listing for help.
Check whether the file is locked. It may show a padlock icon in the corner or say 'SECURED' at the top.

To unlock the file:

Drag and drop the file from your computer to a new Google Chrome window.
Right-click and print the PDF file in Chrome.
Under "Printer Destination," choose "Save as PDF".
Save the file to your desktop with a new name.
Upload this new file.

Question 9

What should I do if I sent the wrong tickets to the buyer?

Accepted Answer

If you sent the wrong tickets to the buyer, contact Seatpin so we can help.

Question 10

What should I do if I can't print the prepaid shipping label?

Accepted Answer

If you’re unable to print the prepaid shipping label for your sale, contact us and we’ll help.

Question 11

What are the latest delivery deadlines?

Accepted Answer

Delivery deadlines depend on the ticket type, delivery method, and whether the seller already has the tickets.
E-Ticket latest delivery deadlines
E-Ticket in Possession (Uploaded)

If the ticket is already uploaded, our system sends the link to the buyer immediately, so delivery is immediate.

E-Ticket in Possession (Not Uploaded)

If the ticket sells 3 days or more before the event, it must be delivered within 3 days of the sale, and no later than 2 days before the event.
If the ticket sells 1-2 days before the event, it must be delivered within 24 hours of the sale, and no later than 3 hours before the event.
If the ticket sells less than 24 hours before the event, it must be delivered no later than 3 hours before the event.
If the ticket sells less than 6 hours before the event, it must be delivered within 30 minutes of the sale.

E-Ticket not in Possession

If the ticket sells 3 days or more before the event, the latest delivery date is the earlier of 3 days after the in-hand date or 2 days before the event. In all cases, delivery must be at least 2 days before the event.
If the ticket sells 1-2 days before the event, it must be delivered within 24 hours of the sale, and no later than 3 hours before the event.
If the ticket sells less than 24 hours before the event, it must be delivered within 3 hours of the sale.
If the ticket sells less than 6 hours before the event, it must be delivered within 30 minutes of the sale.

For events where tickets are released very close to the event date, sellers can select an in-hand date on the same day as the event:

If the ticket sells 24 hours or more before the event, it must be delivered no later than 3 hours before the event.
If the ticket sells 23 hours or less before the event, it must be delivered within 3 hours of the sale.
If the ticket sells less than 6 hours before the event, it must be delivered within 30 minutes of the sale.

M-Ticket latest delivery deadlines
M-Ticket in Possession

If the ticket sells 3 days or more before the event, it must be delivered within 3 days of the sale, and no later than 2 days before the event.
If the ticket sells 1-2 days before the event, it must be delivered within 24 hours of the sale, and no later than 3 hours before the event.
If the ticket sells less than 24 hours before the event, it must be delivered no later than 3 hours before the event.
If the ticket sells less than 6 hours before the event, it must be delivered within 30 minutes of the sale.

M-Ticket not in Possession

If the ticket sells 3 days or more before the event, the latest delivery date is the earlier of 3 days after the in-hand date or 2 days before the event. In all cases, delivery must be at least 2 days before the event.
If the ticket sells 1-2 days before the event, it must be delivered within 24 hours of the sale, and no later than 3 hours before the event.
If the ticket sells less than 24 hours before the event, it must be delivered no later than 3 hours before the event.
If the ticket sells less than 6 hours before the event, it must be delivered within 30 minutes of the sale.

For events where tickets are released very close to the event date, sellers can select an in-hand date on the same day as the event:

If the ticket sells 6 hours or more before the event, it must be delivered no later than 3 hours before the event.
If the ticket sells less than 6 hours before the event, it must be delivered within 30 minutes of the sale.

Paper ticket latest delivery deadlines
Paper ticket in Possession (International Courier)

The latest shipment time is 5 days after the sale, and in any case no later than 7 days before the event.
International courier is disabled as a delivery option 12 days before the event.

Paper ticket not in Possession (International Courier)

The latest shipment time is the earlier of 7 days before the event or 5 days after the in-hand date. In all cases, delivery must be at least 7 days before the event.
International courier is disabled as a delivery option 12 days before the event.

Paper ticket in Possession (National Courier)

The latest shipment time is 3 days after the sale, and in any case at least 3 days before the event.
National courier is disabled as a delivery option 4 days before the event.

Paper ticket not in Possession (National Courier)

The latest shipment time is the earlier of 3 days before the event or 3 days after the in-hand date. In all cases, delivery must be at least 3 days before the event.
National courier is disabled as a delivery option 4 days before the event.

Paper ticket for Local Delivery

The latest delivery time is 24:00 on the day of the event (local time), or a minimum of 9 hours before the event.
Local Delivery is disabled at 15:00 on the day before the event (local time).

Paper ticket for Pick Up

If the ticket sells more than 4 hours before the event, the latest delivery time is 2 hours before the event.
If the ticket sells less than 4 hours before the event, the latest delivery time is 1 hour before the event.
If the ticket sells less than 1.5 hours before the event, the latest delivery time is 30 minutes after the sale.

Note: For listings with an express delivery option, the latest delivery or shipment deadline is based on the option selected by the seller. For listings where the seller does not yet have the tickets, Seatpin can set or update the in-hand date for an order or listing to a specific date based on publicly available information from the organizer and/or other reputable sources. This will change the latest delivery time under the rules above. Sellers can still make limited changes for active listings only: they can change the in-hand date, but it must be set to a day before Seatpin's specified in-hand date. If the in-hand date is shown as a range, sellers can choose any date within that range.

Question 12

How do I change my In Hand Date after my tickets sell?

Accepted Answer

You can change the date you'll deliver the tickets on your Seatpin sale from your Sales page.

Go to Sales.
Find your sale and select "Make Changes."
Select "I need to change the date I'll deliver the tickets."
Review the terms.
Use the calendar to choose a new date, then submit.

If this option isn't available, please contact us right away.

Question 13

Why was I charged for not delivering tickets if I didn't get a sale email?

Accepted Answer

When you sell tickets on Seatpin, you need to keep an eye on your listings and sales so you can fulfill orders. We send an email when your tickets sell, but that email is only a courtesy. If you missed it and didn't complete the order, you may still be charged under our seller policies.

Question 14

Can I sell tickets that require will call pickup?

Accepted Answer

No. You can't list tickets on Seatpin if the buyer has to pick them up at will call.

Question 15

Do I need to use the Seatpin shipping label when I sell paper tickets?

Accepted Answer

Yes. If you sell Paper tickets on Seatpin, you need to use the prepaid shipping label we provide. Your payment is tied to the tracking number on that label.
To print it:

Go to Sales (in the Seatpin app, tap the first drop-down menu to find it).
Select 'See actions'.
Select 'Print Shipping Label'.

If you already shipped the tickets with a different label or courier service, contact us. We may cancel your Seatpin sale and charge you under our seller policies.

Question 16

Do I need to update the status after shipping paper tickets?

Accepted Answer

If you used the prepaid FedEx label to ship the tickets, you don't need to update anything. The order status will change automatically once FedEx scans the package. We'll also get a notice when the shipment is marked delivered. Your payment will be processed within 8 business days after the event.

Question 17

I entered barcodes for hard copy tickets. Do I still need to ship them?

Accepted Answer

No. If you entered barcodes when you listed hard copy tickets, it means Seatpin is partnered with that team or venue. Entering the barcodes counts as pre-delivery. If the tickets sell, we'll send the buyer an electronic ticket, so you do not need to ship the hard copies.
The buyer will receive new barcodes, and the barcodes you entered will no longer be valid. You do not need to do anything else. We'll process your payment 5-8 business days after the event.

Question 18

How do I view the PDF files I uploaded for a sale?

Accepted Answer

If you sold PDF tickets, you can view the files you uploaded in your Completed sales.

Go to Sales. On the Seatpin app, tap the first drop-down menu to see it.
Select the 'Completed' tab. On the Seatpin app, tap the second drop-down menu to see it.
Find the sale.
Select 'See actions', then select 'View sold PDF files.'

Question 19

Will my address appear on the shipping label?

Accepted Answer

No. When you ship tickets to the buyer, the return address on the label is Seatpin's Ticket Return Center in Salt Lake City, Utah.

Question 20

How do I upload E-tickets or ship paper or member card tickets?

Accepted Answer

Once you have the tickets and you're ready to send them to your buyer, go to the My Sales section.

To deliver E-tickets, click the "Upload Etickets" button and upload the tickets.
To ship paper tickets or member card tickets, click the red "Complete delivery tickets" button. Then click the green "New shipment" button and fill in all required details.

Frequently Asked Questions

Seller delivery

Frequently Asked Questions

Seller delivery

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