Frequently Asked Questions

If a buyer's bank opens a chargeback or dispute, the payout for that order is placed on hold, just like an internal claim.

We'll email you and ask you to respond. If the order was fulfilled correctly, Seatpin will submit all available information to support your case. The response deadline depends on the dispute reason, and is usually 20-40 days.

These are the dispute reasons and the proof you need to send:

1. Product not received (most common)

You need to show that the tickets were delivered, or that they were not supposed to be delivered yet.

Proof of Delivery by ticket type:

• E-ticket: A screenshot of the email or chat message you sent to the buyer with the PDF files, plus the actual PDF files.

• M-ticket: Screenshot(s) from the mobile app showing the recipient's email, the date and time of transfer, and the ticket details.

• Paper ticket: Shipment tracking details and a photo of the tickets. If the tickets were collected in person, send a photo of the receipt document signed by the buyer, the buyer's ID, and the tickets.

• Any communication with the buyer.

• If available, written confirmation from the buyer that they received the tickets or used them to enter the event.

2. Product unacceptable (common)

You need to show one or more of the following: that the item matched the listing before purchase, or that it was not damaged or defective.

Required evidence: the same Proof of Delivery listed above, plus communication with the buyer.

Important: If there was a difference between the delivered item and the original listing, but you discussed it with the buyer and reached an arrangement in advance, make that clear in your response.

3. Duplicate

The buyer says they were charged more than once for the same product or service. This usually happens when the buyer places two orders from the same listing by mistake. It can often be resolved right away by cancelling the second order if both sides agree.

Required evidence: the same Proof of Delivery for each order, plus communication with the buyer.

4. General

This is an uncategorized dispute. We would contact the buyer for more details.

Required evidence: the same Proof of Delivery for each order, plus communication with the buyer.

5. Credit not processed

The buyer says they should have received a full or partial refund because they returned the item, did not fully use it, or the transaction was cancelled or only partly fulfilled.

Required evidence: the same Proof of Delivery, if any, plus communication with the buyer. Communication is especially important for this type of dispute.

In every case, if you spoke with the buyer before the dispute, include that with your evidence. This can be a screenshot of a text conversation, a PDF of an email exchange, or a PDF containing your written record of a phone conversation.

Once management has reviewed the evidence and confirmed that the sale was completed in line with Seatpin's terms, we can resolve the dispute in your favor.