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Seller Handbook Version 3.3


February 2011

Seller Handbook - February 2011


I. NATIONAL ASSOCIATION OF TICKET BROKERS (NATB)
II. ACCOUNT CREATION & MAINTENANCE
A. Creating an Account
B. Account Maintenance
C. Intellectual Property
D. Sellers Allowing Access
III. SERVICES
A. Seller Account Manager
B. Broker Hotline
C. Emailing Ticket Evolution
D. Requesting a New Shipping Label
IV. LISTING TOOLS
A. Manual Upload
B. Auto-Uploader
C. Bulk Upload API
V. SHIPPING GUIDELINES & POLICIES
A. Failure to Ship
B. Shipping Methods
C. Shipping Policies
D. Last Minute Services
E. Marketing/Solicitation
F. Restricted Selling Events
VI. LISTING POLICIES
A. Publishing Listings
B. 3D Venue Maps
C. Prohibited
D. Listing Tickets Not In-Hand
E. Pricing Rules & Guidelines
F. Phantom Tickets
G. Speculative Tickets
H. Masking of Tickets
VII. FULFILLMENT
A. Confirming Orders
B. Fulfillment Methods
C. FedEx Holidays
D. Delivering the Incorrect Tickets
E. Invalid Tickets
F. Substitution Policy
G. Accountabilities
VIII. PAYMENTS & CHARGES

Seller Handbook - February 2011


A. EvoPay Payment
B. Reconciliation
IX. CANCELLATIONS
A. Confirmed Orders
B. Unconfirmed Orders
C. Cancellations
D. Postponed Events
E. Fraud
X. Disclaimer of Responsibility

Seller Handbook - February 2011


Mission:

Create a broker owned environment to:

● Provide the broker community the best platform and tools to


handle their business quickly and efficiently.
● Maximize their profitability.
● Generate more opportunities to sell their inventory.
● Create a positive and cost effective experience for fans.

We will adhere to the highest standards of the NATB and bring the
best of Technology to the broker Industry Community.

Seller Handbook - February 2011


I. NATIONAL ASSOCIATION OF TICKET BROKERS (NATB)

Ticket Evolution requires all Sellers be compliant with NATB regulations and ethical
practices. Sellers who are not already members of the NATB must show compliance by
either:

a. Becoming a member of the NATB; or


b. Providing 3 NATB member referrals to Ticket Evolution

CODE OF ETHICS
AMENDED: July, 2009

WHEREAS, the NATIONAL ASSOCIATION OF TICKET BROKERS is a national


organization representing firms engaged in the reselling of tickets to entertainment and
sporting events;

WHEREAS, the NATIONAL ASSOCIATION OF TICKET BROKERS requires its


Members to maintain the highest level of ethics in the marketplace;

WHEREAS, the NATIONAL ASSOCIATION OF TICKET BROKERS has adopted a set


of standards and procedures that govern the conduct of Members; and

WHEREAS, the NATIONAL ASSOCIATION OF TICKET BROKERS has memorialized


those standards in this document.

IT IS HEREBY AGREED that the following principles are adopted and shall be known as
the NATIONAL ASSOCIATION OF TICKET BROKERS CODE OF ETHICS.

EACH MEMBER OF THE NATIONAL ASSOCIATION OF TICKET BROKERS


(“NATB”) SHALL:

1. Maintain regular business hours from a permanent business address, excluding a post
office box or similar address, within the United States or Canada, at which site the resale
of tickets will be a principal business activity;

2. Maintain a business telephone, with a published number, at such location;

3. Maintain good character and reputation in the community;

Seller Handbook - February 2011


4. Disclose to the purchaser, prior to purchase, the location of the seats represented by the
tickets, either orally or by reference to a seating chart; and, if the tickets are not available
for immediate access to the purchaser, disclose when the tickets will ship or be available
for pick up;

5. Not deceive, mislead, misinform or otherwise misrepresent any information related to the
location of the seats represented; including offering or listing for sale any ticket by exact
section and row that the member does not have guaranteed assurance of obtaining and
delivering of that precise section and row unless the customer agrees at the time of sale,
after full disclosure, that he or she will accept comparable or better seats;

6. Not alter tickets sold in any detrimental way;

7. To the best of its ability, ensure the tickets with obstructed or limited view are marked as
such, and that purchasers are advised of this fact prior to purchase;

8. Maintain complete and accurate records of all purchases, sales and refunds;

9. At the time an order is taken, the customer must be informed if the order is not
guaranteed;

10. If a ticket is guaranteed, and the ticket is not delivered, the Member shall provide a
refund equal to 200% of the contracted price for each guaranteed ticket not delivered,
unless non-delivery is due to causes beyond the reasonable control of the Member
including a shipping error, natural disaster, Act of God, labor controversy, civil
disturbance, or armed conflict. If a problem occurs and delivery of an exact ticket
location becomes impossible, no penalty shall apply if the Member offers the Buyer a
comparable ticket at the same or lower price as the contracted ticket. In the rare
instance that a ticket purchased by a Member for a client is later found to have been
stolen, counterfeited or reported lost by the original purchaser, and the Member
purchased these tickets in good faith, then the Member shall be responsible only to
refund the full contracted price;

11. Maintain a refund, rescheduling and cancellation policy which shall be conspicuously
posted at each location where the Member does business;

12. Advise all purchasers of its refund, rescheduling and cancellation policy upon request;

13. Include, at a minimum, the following conditions in its refund and cancellation policy:

● All deposits for tickets not delivered must be refunded within 30 days of the
event; and

Seller Handbook - February 2011


● If an event is cancelled, the Member will follow the refund policy of the original
Seller. This refund may be monetary, a store credit, or a mutually agreed upon
ticket exchange.

14. Any refund or other provision set forth herein shall not limit the right of the NATB to
enforce any other sanction it deems fit;

15. Conduct business professionally and ethically with customers in compliance with the
policies set out above;

16. Act honestly with all other members of the industry, and not deceive, mislead, misinform
or otherwise misrepresent to another broker information concerning the availability of
tickets or the location of seats;

17. Refrain from acting in a manner that is detrimental to the ticket brokerage industry or the
NATB including the use of automated devices/programs for the purchase of tickets;

18. Display the logo of the NATB, if permitted, on all forms of advertisements, including
stationery, business cards, flyers, whether buying or selling tickets; and

19. Pay all undisputed invoices to fellow brokers in the agreed upon time. If after 30 days
from the date of the purchase, funds have not been received by the Seller, the total
amount due must be forwarded to the Seller within five calendar days of written notice
(“Notice Period”) either by bank wire or any form of shipping for which a tracking number
for the package is given. After the Notice Period has elapsed a request via telephone
and facsimile must be made from the Seller to the Buyer with a copy to the NATB. At
that time a call will be made and a facsimile will be sent to the Buyer by the NATB
serving notification that the outstanding undisputed invoice must be paid within five days.
If the five day period elapses without payment, the Member who has not paid their
outstanding invoice will be warned and assessed a $100 penalty payable to the NATB.
More than one violation in any NATB Membership year and the Member in question will
be removed from Membership and lose all privileges. If full payment has not been made
within two months the Member in question will also by removed from Membership. A
one-year period must elapse before a Member removed for violating this policy can seek
a new Membership.

This Code of Ethics for Members of the NATB has been adopted to promote and
maintain the highest standards of conduct among its Members. Adherence to the
standards cited herein is required for Membership in the NATB and serves to assure
public confidence in the integrity and service of ticket brokers.

Seller Handbook - February 2011


II. ACCOUNT CREATION & MAINTENANCE

A. Creating an Account
Seller Account Managers must be contacted for the creation of a new account. Sellers
must use the correct API Token assigned to them every time they visit the site.
Secondary accounts should only be created with the assistance of an Account Manager.
Doing so will ensure that metrics are reported correctly at the end of the quarter.

B. Account Maintenance

Accounts must contain valid and current credit card and bank account information at all
times. Suspension of activity could follow if this information is not maintained.

It is the Sellers responsibility to ensure their account information is up to date and valid.
Failure to do so may result in processing delays, delay of payment, or account closure.

C. Intellectual Property

At no time does Ticket Evolution & Events365 relinquish its rights or claims on any and
all intellectual property including, but not limited to, proprietary technology, logos, and
slogans. By Ticket Evolution allowing use of its property, the Seller understands that
they do not, at any time, own rights to said property, nor does the Seller have permission
to use Ticket Evolution’s property (or any variation thereof) for marketing/solicitation
purposes or for any other purpose other than its original intended use. The Seller
understands that even though Ticket Evolution may grant access to technology
(including software, auto-uploader, website, etc. ), sole technology rights remain with
Ticket Evolution & Events365.

In order to ensure proper functionality of Ticket Evolution technology, a Seller’s Account


Manager or Customer Service representative may require access to the Seller’s
computer or server via remote access. Sellers should be willing to temporarily grant
access to their computer systems should the need for technology maintenance arise.

D. Sellers Allowing Access

Listing sellers will NOT allow access to the Exchange to any third party. This Exchange
will only allow approved Sellers who are provided a confidential password access.
Allowing a sports team media representative or purchaser of tickets access into the
Exchange can result in legal action taken against the listing broker, notification to all
other brokers and a lifetime removal from the Exchange.

Seller Handbook - February 2011


III. SERVICES

A. Seller Account Manager

Sellers have access to a Seller Account Manager. Account Managers assist with the
day-to-day operations of accounts, communicate and communicate critical information
related to Seller’s Ticket Evolution accounts. Sellers should contact their Account
Manager about the following:

● Assistance in creating an account


● Technology related questions
● Assistance with mapping or adding an Event
● Payment questions
● Escalations or questions regarding transactions

B. Broker Hotline

1-877-688-8822

Ticket Evolution’s Broker Hotline is a priority Customer Service line reserved exclusively
for Sellers. It is staffed by specially-trained Customer Service Representatives. The
Broker Hotline is available during normal Customer Service hours, including early
mornings, nights, and weekends.

Use this line when:


● Providing substitution tickets
● Website error prevents the confirmation of an order
● Air-bill assistance is needed

For TECHNICAL SUPPORT issues related to the website, Exchange, POS, or Auto-
Uploader, call:

201-499-0833 ext. 2

C. Emailing Ticket Evolution

support@ticketevolution.zendesk.com
For issues where immediate assistance is not required, we strongly encourage that an
inquiry be submitted to support@ticketevolution.zendesk.com. Our email team is

Seller Handbook - February 2011


equipped to assist you in any matter, so please do not hesitate to use it. When sending
an email, expect a response within one business day.

D. Requesting a New Shipping Label

If a new shipping label is needed, a request can be sent directly to air-


bill@ticketevolution.com. Note:

● In the email subject line, enter the Events365 order number and “air-bill”
● In the email body, enter the event name and date

This email channel should only be used to request an air-bill when the existing air-bill is
no longer sufficient or if the event is more than two weeks away. For example:

● When the Seller has a two-day label that needs to be changed to an Overnight
label
● When the Buyer requests a change of address and the Seller is waiting for a new
air-bill from Customer Service.
● Circumstances preventing the Seller from using the originally generated air-bill

If a new label is needed due to the Seller shipping beyond the In-Hand Date, additional
fees may apply (See Accountabilities section VII.G).

Please do not use this email address for other Customer Service issues. At this time,
we will respond to your email within 24 hours. If the event is less than two weeks away,
or the issue is urgent, contact either Customer Service or your Account Manager
directly.

Seller Handbook - February 2011


IV. LISTING TOOLS

A. Manual Upload

B. Auto-Uploader

C. Bulk Upload API

For TECHNICAL SUPPORT issues related to the website, Exchange, POS, or Auto-
Uploader, call:

201-499-0833 ext. 2

Seller Handbook - February 2011


V. SHIPPING GUIDELINES & POLICIES

A. Failure to Ship

Events365 ensures proper delivery and protects all Buyers from unapproved substitutes,
downgrades, Spec locations, split seats, and unapproved alternative delivery methods.
If a Seller is unable to ship an order to the exact location listed on the purchase order, or
to an approved replacement location, Ticket Evolution & Events365 will fill the order
using all available options to ensure customer satisfaction. Sellers should never ship to
a location other than that which is shown on the purchase order.

Always double-check the order before shipping the tickets. If a Seller ships the wrong
tickets and is unable to correct the mistake, or if there is insufficient time to correct a
mistake, the Seller will be responsible for all costs incurred to correct the error. This
may include, but is not limited to, the cost of replacement tickets, additional shipping
cost, and any store credit offered to the Buyer by Events365. Events365 will make every
effort to return the incorrect tickets to the Seller but cannot make any guarantees. Any
incorrect tickets and their cost, including the cost of shipping to and from the client and
any cost to Events 365 to fill an order from any other source, will be the Selling broker’s
responsibility. To ensure on-time payment, Sellers should always use the FedEx air-bill
provided for the order. If the tickets are shipped late, Events365 reserves the right to
review the order and delay and/or stop payment.

B. Shipping Methods

FedEx is the primary shipping method used by Ticket Evolution & Events365. Once an
order is confirmed, Sellers will be able to print a pre-paid air-bill that must be used to
fulfill the order. If the initial air-bill cannot be used/printed/accessed, immediately contact
Events365 so that we can forward another air-bill.

All tickets must ship; Events365 does not accept any specialized delivery methods such
as paperless, flash seats, will call, local pickup, or meet & greets unless approved
PRIOR to the confirmation of the order. Events365 reserves the right to cancel an order
if the tickets cannot be shipped. Replacement tickets and all additional costs incurred
may be charged to the Seller.

Emailing tickets is an approved delivery method. TicketFast tickets can be shipped or


emailed. When the tickets need to be emailed, the PO will clearly state where to email
the tickets; please include Order number and/or PO number. The external note section

Seller Handbook - February 2011


can be used to highlight tickets that can be emailed; this information may help sell your
tickets.

C. Shipping Policies

Tickets should be placed in a plain white envelope with no receipt (see


Marketing/Solicitation section V.E). Only ship the exact tickets detailed on the purchase
order. Seat changes or upgrades will not be accepted without prior approval and will be
subject to return or price adjustment. Use the accompanying air-bill and make certain
that the customer’s name and address match the information on the purchase order.
Failure to adhere to these guidelines may subject this order to delay of payment or non-
payment.

Expected ship dates should be as accurate as possible. In the event that the expected
ship date changes, it is the Seller’s responsibility to inform Events365 of the change so
the Buyer can be notified.

Tickets should not be marked as “In-Hand” when they are not physically in-hand and
ready to ship (See Accountabilities section VII.G).

D. Last Minute Services

Routines and procedures for Last Minute Services will be determined on a future date
and conveyed to Sellers in an updated version of the Sellers Handbook.

E. Marketing/Solicitation

Under no circumstances should a Seller send any type of solicitation, advertisement, or


other marketing materials to any customer who bought from Events365 and/or it’s
affiliates, whether within the FedEx package or separately. This rule also applies to
contacting customers directly. Violation of this policy will result in the immediate
termination of a Seller’s account.

F. Restricted Selling Events

Restricted Selling Events are events where Sellers must first obtain permission from
their Account Manager to list tickets. Permissions will be based on terms for that
particular event.

Events include, but are not limited to, Summer & Winter Olympics, Masters, World Cup
and other Major Events.

Seller Handbook - February 2011


VI. LISTING POLICIES

A. Publishing Listings

Ticket Evolution makes every effort to maintain dependability and accuracy while
minimizing Buyer confusion. To assist Ticket Evolution in this endeavor we require
Sellers to adhere to the following listing requirements. Ticket Evolution reserves the
right to withhold payment for tickets sold if gross misrepresentations are found.

Publishing the Text Exactly “as is” on the Ticket

In order to manage time more efficiently and minimize avoidable customer service
issues for both Ticket Evolution and Sellers, Ticket Evolution requires Sellers only to
enter what is written on the ticket into the appropriate fields on the Exchange. Ticket
Evolution reserves the right to remove from the site any listings deemed to be unclear,
confusing or deceptive. Orders with unclear, confusing or deceptive descriptions of the
seats are subject to cancellation or substitution.

Section and Row Locations

Ticket Evolution does permit Sellers to list a different row on the site than what is printed
on the ticket. Ticket Evolution allows Sellers to provide comparable tickets from the
actual location of the original tickets. If the tickets are not comparable, or are located in
a different section, the Seller must call Ticket Evolution Customer Service, provide the
alternative ticket information, and obtain approval before confirming the order. The
Buyer and/or Ticket Evolution reserve the right to refuse the alternative tickets. Ticket
Evolution also reserves the right to decide what an acceptable upgrade is.

Tickets with Locations that Require Specific Notification or Special Circumstance


Tickets

Some tickets that Sellers intend on listing do require specific notifications in the
comments field in order to make the Buyer well aware of what they are purchasing. The
more notations that are placed in the field the more protection the Seller will have if and
when an order takes place. Circumstances that need specific notifications include:

“Wheelchair,” “Limited,” “Obstructed,” & “Restricted” Views

Wheelchair, obstructed, limited, or restricted view tickets must be indicated as such in


the comments field with the exact wording printed on the ticket itself. Sellers should not

Seller Handbook - February 2011


qualify the description with phrases such as “Limited View, but still good seats” or
“Obstructed View, pole only slightly in the way. ” Furthermore, “Full View” cannot be
used as a description in the comments field as it implies that any tickets without such a
description are not full view. Acceptable notes/comment entries:

● Wheelchair (not “WC”)


● Limited View (not “LV”)
● Obstructed View (not “OV”)
● Restricted View (not “RV”)

Theater Tickets
Theater tickets must have accurate location information since seat numbers are
generally not published on the site. For example:

● ORCH LEFT
● MEZZ RIGHT

Age Restrictions

Any age restrictions printed on a ticket must be disclosed.

Aisle Seats

Aisle seats should be designated as such in the comments field. Tickets can only be
listed as Aisle Seats if the tickets are a single or pair.

Publishing Location of Rows

Sellers must use a valid row letter, number or equivalent for Buyers. An asterisk (“*”) or
any other symbol that does not designate a specific row will not be acceptable and
Ticket Evolution will block that listing from being posted.

B. 3D Venue Maps

When available, Ticket Evolution will use 3D Venue Maps. 3D Maps allow Sellers to
view available tickets by simply selecting a section of the map to review which seats are
available in that section. Sellers will also be able to see a 3D rendering of a specific
seat’s viewpoint.

C. Prohibited

Youth Tickets are Not Permitted

Seller Handbook - February 2011


Listing Youth Tickets is prohibited. Posting these tickets will have a high likelihood of the
order getting cancelled.

Listings Where Access to the Event is Not Permitted (Non-Event Ticket Items)

Non-Event Ticket Items are listings that include an event, product, or service where an
additional ticket is needed to gain entry into the main event. Common Non-Event Ticket
Items include:

● Stadium Club
● Restaurant Club
● Victory Club
● Parking Passes
● Pit Passes

These and similar listings should not be posted. Posting these tickets will have a high
likelihood of the order getting cancelled. If a Seller uses a POS system that allows
these types of listings to be blocked, they should do so.

Parking Passes for an event will be listed separately.

Ticket Evolution understands that Sellers may be listing these tickets with other
websites, so Ticket Evolution will attempt to block or deactivate them on our Exchange.
If these listings do in fact make it onto Ticket Evolution, the Seller should have correct
messaging in the notes section of the listing clearly stating that the passes are “Non-
Event Tickets.”

In the event that a Seller receives an order for a non-event pass, they are required to call
the Broker Hotline or their Account Manager. If the Buyer intended to buy the pass, the
Seller will be able to confirm and fulfill the order.

Comments or Notes Not Allowed

Notes must be clear and concise. The use of excessive exclamation points or capital
letters should be avoided. Subjective terms and phrases such as “great deal” or “best
seats” in the notes are also prohibited. Any notations in listings that are deemed
confusing to the Buyer, any soliciting information of any kind, or any other information
deemed inappropriate for the website are not permitted.

D. Listing Tickets Not In-Hand

Ticket Evolution does allow Sellers to post tickets that are not in their physical
possession, provided that they are under contract for the listed tickets.

Seller Handbook - February 2011


E. Pricing Rules & Guidelines

Pricing tickets is the sole responsibility of and at the sole discretion of the Seller, in
accordance with local and state laws. It is the Seller’s responsibility to be aware of these
laws and abide by them when posting tickets on Ticket Evolution.

Price Discrepancies

Technology may result in a delay and prevent inventory from posting in real time. In
order for pricing on Ticket Evolution to be accurate, Sellers should upload their current
inventory as often as necessary. Sellers should also make sure that all prices are
accurate prior to uploading their inventory file to Ticket Evolution. It is the Seller’s
responsibility to monitor and maintain the accuracy of their inventory once it is on the
site.

Under no circumstance may Sellers deny orders at one price then repost the same set of
tickets for a higher price. If the Seller attempts to sell the same ticket at a higher price
on Ticket Evolution, Ticket Evolution reserves the right to deactivate the Seller’s
account.

F. Phantom Tickets
Ticket Evolution will not allow posting of phantom tickets.

Ticket Evolution does not permit or condone the practice of listing “phantom” tickets for
sale on the site. Phantom Tickets are tickets not owned by listing Seller and in all cases
do not exist. This type of ticket posting is placed to generate an order for the posting
Broker. That posting devalues the real inventory and only results in diluting and creating
a false value in the existing marketplace. They also, in many cases, create orders for
tickets that are found to be unavailable and result in cancelled orders.

Exact seat locations must be known before tickets can be listed. Speculative and vague
seat locations such as “TBD” in either the section or row description may be removed
from the site at any time without prior notification. Ticket Evolution monitors the site for
ticket listings that violate this policy and if a Seller is found to consistently violate the
terms of this policy, Ticket Evolution reserves the right to suspend selling privileges
indefinitely.

G. Speculative Tickets
Currently Speculative tickets are not allowed on the exchange however, this may change
in the future with additional guidelines, rules, and guaranties.

H. Masking of Tickets

Seller Handbook - February 2011


In some cases ticket locations can be masked to keep their precise locations from being
known, as many teams will cancel and remove the tickets if they are known to be in the
secondary market.

Seller Handbook - February 2011


VII. FULFILLMENT

A. Confirming Orders

When tickets sell, Sellers will be sent:

● An email with a link to confirm that order


● An alert via EvoChat to their account

Sellers are guaranteed the right to all sales, provided they confirm the order within 48
hours. Orders not confirmed within 48 hours are subject to cancellation. The 48 hour
window includes weekends and holidays. Sellers are always responsible for confirming
their own orders.

Ticket Evolution & Events365 reserves the right to cancel all orders, confirmed or not, in
the case of Buyer fraud (See ‘Fraud’ section).

B. Fulfillment Methods

Listings are assigned a fulfillment method at the time of being published to the site (See
‘Listing Policies’ section). Upon sale, the confirmation page will indicate the method of
fulfillment. Sellers must fulfill the order by the specified method. Exceptions to the
fulfillment method can result in a cancellation of the order and/or additional fees to
satisfy the Buyer.

Fulfillment methods include:

● FedEx
● PDF Electronic Delivery – PDF upload
● MLB Electronic Delivery
● MLB Instant Electronic Delivery

Will Call

The Seller must clearly indicate Will Call delivery to the buyer and in any relevant notes
sections. All tickets must be at Will Call no later than one (1) full hour before the
scheduled time of the event.

Seller Handbook - February 2011


C. FedEx Holidays

Sellers are responsible for being aware of which days FedEx does not ship. Ticket
Evolution will do its best to share this information with Sellers. Cut off times are subject
to change for FedEx orders as well.

Confirming an Order as Tickets Not In-Hand

When confirming an order for tickets not In-Hand, Sellers should choose the option that
allows them to specify a date that tickets will be In-Hand. This allows the Seller to
choose which date they will be able to fulfill the order. This is the date that Ticket
Evolution will either generate a prepaid FedEx air-bill or prompt the Seller to complete
electronic delivery. The system will send emails to the Seller to remind them that the
confirmed order is ready to be fulfilled.

A Seller should make use of this tool and be as conservative as possible when choosing
the fulfillment date. This is the date the Buyer expects fulfillment to begin.

Once the order is confirmed, the Buyer cannot back out of the order.

Orders that are fulfilled after the specified In-Hand Date are subject to cancellation or
could result in a discount to the Buyer at the Seller’s expense. Additional fees may
apply.

As described under Accountabilities, Sellers are not permitted to substitute confirmed


tickets not In-Hand order unless clearly allowed by Ticket Evolution Management

Sellers will receive emails for all FedEx orders more than 24 hours overdue to be
scanned into FedEx.

Ticket Evolution reserves the right to change In-Hand Dates at any time.

Requesting a New Shipping Label

If a new shipping label is needed, a Seller should contact Ticket Evolution. For more
information, see Services section.

D. Delivering the Incorrect Tickets

Shipping the incorrect set of tickets creates a negative experience for both Buyers and
Sellers. In the event incorrect tickets are shipped, proper measures include:

Seller Handbook - February 2011


● If incorrect tickets have been shipped, but have not reached the Buyer, Seller
should contact the Ticket Evolution Customer Care in order to research the order
and, if possible, stop the shipment.

● If incorrect tickets have been delivered to the Buyer, Seller is responsible for
immediately shipping the correct set of tickets to the Buyer using the air-bill
provided to them by Ticket Evolution. A return air-bill will be provided to the
Buyer by Ticket Evolution in order to ship the incorrect set of tickets back to the
Seller. The Seller will be responsible for any and all cost associated with
correcting delivery of incorrect tickets.

● Insufficient time to correct an order: If incorrect tickets are shipped and arrive to
the Buyer at such time that it is too late to correct the error, the Buyer retains the
right to cancel the order. The Seller will be responsible for any and all cost
associated with refunding the Buyer in full.

Events 365 will take all possible action to provide the Buyer with correct tickets. Ticket
Evolution reserves the right to charge the Seller for any air-bills used in rectifying the
situation as well as any incentives given to the Buyer for their inconvenience. Seller will
also be responsible for all cost incurred by Events 365 in trying to correctly fulfill the
order.

Additional fees may also apply as described under Accountabilities. Seller is required to
send the Buyer the correct tickets before they can expect the incorrectly shipped tickets
to be returned.

E. Invalid Tickets

If tickets are invalid or fraudulent, Sellers are responsible for all charges incurred to
satisfy the Buyer under the terms of Ticket Evolution and the NATB. These charges
may include, but are not limited to, cost of replacement tickets, discounts, gift
certificates, reprinting fees, all associated FedEx charges, and refunds to the Buyer.
(See ‘Accountabilities’ section VII.G).

Ticket Evolution takes claims of invalid tickets very seriously. If a Buyer claims that
tickets were not valid for entry into the event, the claim will be fully investigated by Ticket
Evolution and may be reviewed by the Ticket Evolution Board of Directors. The Seller
will be contacted and provided with the opportunity to provide documentation or other
information supporting the validity of the tickets. If the Seller is determined to be at fault,
they will be charged Buyer compensation and may be responsible for extra replacement
costs, discounts, or coupons provided to the Buyer. Ticket Evolution does not tolerate
the selling of invalid/fraudulent tickets and reserves the right to immediately deactivate
and/or suspend any Seller found guilty of such a practice indefinitely. Ticket Evolution

Seller Handbook - February 2011


will not allow posting of phantom tickets. Phantom Tickets are tickets not owned by
listing Seller and put on an exchange to try to generate orders.

F. Substitution Policy

Any instance where the tickets purchased by the Buyer are not the tickets represented
by the Seller is classified as a substitution. Ticket Evolution expects that Sellers provide
the tickets as represented and sold on the Ticket Evolution site.

Substitution Circumstances for Unconfirmed Orders

Sellers are expected to produce all tickets exactly as purchased by Buyer. The nature of
the secondary ticket market allows for the fact that inventory may not be updated in real
time and substitutions will occasionally be necessary to complete an unconfirmed
transaction.

Substituting with Tickets Not in Seller’s Inventory: If orders cannot be filled through
the original Seller’s inventory, Sellers should secure additional inventory to complete the
transaction.

Unable to Substitute: If the Seller does not notify or assist Ticket Evolution in finding
alternate tickets, the Seller will receive a Dropped Order.

Substituting Ticket Evolution Unconfirmed Orders

If the Seller does not have tickets listed on the site as advertised, Ticket Evolution
expects that every effort will be made by the Seller to offer comparable or better seating
at the same price as the original listing. When a substitute (sub) is necessary, Ticket
Evolution determines what a comparable or preferred location is.

Subs Offered to Buyer: Subs must be offered at the same price as the original
transaction with comparable locations in order to successfully close the transaction.
Ticket Evolution will not convince or up-sell the Buyer in order to have them accept ticket
substitutions. In order to ensure the highest close rates on all transactions, Sellers are
required to offer obvious upgrades with no additional cost to the Buyer. Buyers have the
option to cancel the transaction for any reason if a substitution is necessary. If a Seller
offers subs that are rejected by the Buyer, the order will count against the Seller as a
drop.

Indicating the offer of Subs: If the Seller has subs it is best to indicate this on the website
during the “confirmation flow”. This will ensure that the order gets prompt attention.

Seller Handbook - February 2011


Policy Against Shopping Around Orders: Ticket Evolution does not “shop around” orders.
With every order, Ticket Evolution allows the original Seller ample time to complete the
transaction with the original Seller’s tickets. However, the proximity of the event will be a
factor in resolving an order.

Time Lapse on Held Subs for Unconfirmed

Ticket Evolution has instituted the following time-lapse policies for orders requiring subs:

For Events More Than a Week Out: If the substitution is coming from the
original Seller’s inventory and the event is more than a week out, Sellers should allow at
least two business days from point of offer to release to the general public.

For Events Less Than a Week Out: If the substitution is coming from the
original Seller’s inventory and the event is less than one week out, Sellers should allow
until the end of the business day before releasing to the general public.

When Subbing with another Seller’s Inventory: Sellers may need to purchase or hold
tickets with another Seller in order to remedy the problem transaction.

Events365 requires ample time in order to reach the Buyer, so this should be taken into
consideration when attempting to locate subs. Sellers should let Events365 know that
tickets may be coming from another Seller.

Substitution Circumstances for Confirmed Orders

If Seller confirms a transaction and cannot or does not produce the tickets, the original
Seller is financially liable for all costs associated with the replacement.

Event365’s policy covers all confirmed orders. In addition, Events365 will exhaust every
available ticket resource as needed to gain the Buyer entrance to the event. The cost of
comparable replacement tickets and all relevant and necessary cost to correct the
situation will be charged to the original Seller, even if replacement tickets are more
expensive than the amount paid by the Buyer for the tickets for which Ticket Evolution is
securing a sub.

When Substituting for Confirmed Orders

All substitutions offered by the original Seller for a confirmed transaction will need to be
comparable or an obvious upgrade in order to complete the transaction at the same
cost.

Seller Handbook - February 2011


All substitution offerings must meet Buyer approval and will not be complete without
Buyer approval. Events365 will ask the Seller to fix any issues with a confirmed
transaction with the goal of fully satisfying the Buyer. The Seller may:

For events that take place more than seven (7) days away, Events365 will allow
Sellers 48 hours to offer identical or preferable location tickets in order to
successfully complete a confirmed transaction. The 48-hour window begins
upon discovery a substitution is necessary to complete the confirmed transaction.
If the 48-hour timeframe expires and the original Seller has not successfully
completed the sale, Events365 will take all steps necessary to complete the
transaction. Events365 will charge the Seller the difference between the original
ticket cost and the substituted transaction’s new ticket cost and all other relevant
and necessary cost to correct the error.

24 Hour Rule – Substituting Confirmed, Non-LMS Orders when the Event is


Less than seven (7) days away: For events that take place in less than a week,
but more than 24 hours, Events365 will provide Sellers 24 hours to offer identical
or more desirable location substitutions in order to successfully complete the
confirmed transaction. The 24-hour timeframe begins upon discovery a
substitution is necessary to complete the confirmed transaction. If the 24-hour
period expires and the original Seller has not successfully completed the sale,
Events365 will take steps necessary to complete the transaction with the original
Seller. Events365 will charge the Seller the difference between the original ticket
cost and the cost of the substituted ticket and all other relevant and necessary
cost to correct the situation.

Instant Rule - Substituting Orders when the Event is fewer than 24 Hours Away:
For all confirmed, orders dropped less than 24 hours before the event,
Events365 reserves the right to immediately fill the order without any notification
to the Seller and charge the Seller for all costs associated with replacements.

G. Accountabilities

To ensure customer satisfaction while continuing to meet Ticket Evolution’s &


Event365’s standards of excellence, it is necessary to embed provisions of
accountability that help curb the expenses incurred when proper fulfillment procedures
are not followed. These provisions will affect all Sellers who routinely participate in
costly or irresponsible behaviors that require significant resources to resolve, effect our
ability to deliver superior customer service, or take part in any action requiring ‘more
than reasonable’ time or effort from Events365.

The Delivery of Listed Tickets: For confirmed orders, Sellers are required to satisfy
orders with tickets in either a.) the same section and row, or b.) within a comparable

Seller Handbook - February 2011


section, and of same or better quality as indicated in their listing, unless Events365
intervenes prior to the order confirmation.

Accountability:
● $20 fee per order delivered that does not meet the above criteria
● Any expense required to satisfy the Buyer and fulfill the order

Shipping on Time

Tickets are expected to be In-Hand by stated dates. Buyers rely on Sellers to meet
these expectations. When dates are not met, Events365 sustains substantial
incremental costs. Upon confirming an order, the Seller is required to provide an In-
Hand date that is accurate and in good faith. Sellers may wish to be more conservative
when setting the In-Hand Date.

Ticket Evolution understands that In-Hand Dates may change. If this happens, Sellers
are required to contact the Broker Hotline or their Account Manager before the deadline
passes.

Sellers will not incur a penalty if they contact Ticket Evolution prior to the In-Hand Date.
If the date is not communicated and the Seller has not shipped the tickets by the In-
Hand Date, they may be charged a $20 penalty per ticket. Ticket Evolution reserves the
right to substitute the order at any time.

Sellers are not to confirm an order for tickets as "In-Hand" if their tickets are, in fact, "not
In-Hand. " Doing so will result in a penalty fee since the In-Hand Date will obviously be
missed.

Accountability:
● $20 fee per order that is shipped late*
● Ticket Evolution may substitute the order automatically
● Seller will incur any expenses required to satisfy the Buyer and fulfill the order
● Possible account suspension

Behaving legally, decently, and professionally

A successful, thriving marketplace, no matter how hectic, should always be civilized. We


promise to treat customers with decency and respect – and we expect the same from all
Buyers and Sellers.

Accountability:
● Permanent deactivation of Ticket Evolution account.

Seller Handbook - February 2011


* The $20 fee applies for every instance. If tickets are shipped beyond the In-Hand Date
and the tickets are incorrect, there will be two separate $20 fees. Any other charges to
fulfill the order and satisfy the Buyer, including but not limited to replacement costs and
return air-bills, may also apply.

Seller Handbook - February 2011


VIII. PAYMENTS & CHARGES

Payment to Seller (PTS) is the amount due to Seller for tickets sold. Amount due to the
Seller is the ticket price adjusted for any fees incurred including adjustments for delivery
or order fulfillment. This may also include ticket replacement costs and return air-bills.

Sellers are due payment in full and on-time when terms and conditions of delivery and
fulfillment are met. Sellers will be paid via their EvoPay account or by check.

Ticket Evolution & Events365 reserves the right to review and withhold payments if there
are complications with an order or if there are outstanding payments due to Ticket
Evolution for other transactions.

A. EvoPay Payment

EvoPay allows payment to be processes through an ACH (Clearing House) and will be
the preferred method of transaction between Sellers.

B. Reconciliation

In the event Seller feels payment is incorrect and feels Ticket Evolution owes them
additional payments or an amount is in dispute, Seller should contact Ticket Evolution
customer care at 972-468-9750 or via email at jpalma@TicketEvolution. com. (or their
Account Manager).

Seller Handbook - February 2011


IX. CANCELLATIONS

A. Confirmed Orders

The Ticket Evolution & Events365 User Agreement states that all confirmed orders are
contractually binding between Seller and Buyer. When the credit card of the Buyer is
charged upon confirmation of an order by Events365, the Seller confirmation indicates
the Seller has the exact tickets purchased by the Buyer for the event. Events365 offers
the Buyer a 100% guarantee upon confirmation of any sale.

Seller Responsibilities
Seller must fill all confirmed orders with the exact set of tickets as purchased with no
exceptions. Seller should not confirm any order for which they do not have exact
inventory or for which there may be a problem for Seller to procure and deliver exact
tickets. All confirmed orders will only be cancelled with Buyer approval and Buyer will
receive a full refund from Seller. Seller will not, under any circumstances, be allowed to
substitute any confirmed orders unless fully documented by Seller and agreed to by
Buyer.

If order is confirmed by Seller and Seller is unable to fulfill the order, the Buyer may opt
for replacement or cancellation with full refund. Events365 may cancel or fill the order
with other tickets. Under all cases, Seller will be responsible for all costs associated to
ensure complete Buyer satisfaction with the order including providing higher priced
tickets for the event.

Seller Confirms but does not Deliver Exact Seats


Events365 will adhere to NATB Guidelines by doing everything possible to ensure the
Buyer receives the exact tickets or agrees to a suitable replacement, even at a higher
price. If Seller fails to deliver the exact tickets as originally ordered and cannot help
Events365 locate suitable substitutions, Events365 will charge the Seller for the cost of
the replacement tickets. Additional fees including all costs to rectify the situation,
outlined in Section VII, may also apply. Additionally, Seller may be charged for tickets if
an incorrect price is quoted, orders are confirmed with incorrect pricing, Seller does not
disclose ticket information such as limited or obstructed view, incorrect mapping, or
seats do not meet stated requirements for handicapped or special needs.

When Seller fulfills the Buyer order with the correct tickets as listed, and tickets are
confirmed delivered on-time per Fed Ex tracking, Seller will be paid.

Seller Handbook - February 2011


B. Unconfirmed Orders

Confirm: Sellers are responsible for confirming orders within 24 business hours or within
48 hours on weekends, assuming there are no problems. Events365 will provide
incentive to confirm all orders within 24 hours.

Failure to Confirm: If Seller does not confirm the sale or contact Ticket Evolution within
one day, Ticket Evolution may inquire about the order status. If Seller does not contact
Events365 customer service to confirm within 2 days after the order, Events365 will
allow the Buyer to accept substitute tickets from another Seller or cancel the order.

Pending Orders: The Seller will take responsibility to make sure that all pending orders
are cleared.

If the Seller is unable to fulfill the order with the tickets listed, they are required to call
Ticket Evolution Customer Care so Buyer may be notified. Events365, at their
discretion, will attempt to fill the order from other sources or cancel the order.

If the Seller does not confirm or contact customer service within 48 hours from the time
the order is placed, Events365 at their discretion, will attempt to fill the order from other
sources or cancel the order.

If the listing was published with incomplete or inaccurate information, Events365 at their
discretion, will attempt to fill the order from other sources, in some manner resolve the
situation with the Buyer or cancel the order.

All cancellations will be made by Ticket Evolution & Events365 Customer Care only and
not by the Seller.

C. Cancellations

An event is cancelled when Ticket Evolution determines there is no reschedule date for
the event or the event is not necessary due to a series completion.

Cancelled Event Refund Policy

Ticket Evolution & Events365 will review and determine which events will be refunded.
Ticket Evolution & Events365 will refund Buyers for cancelled events upon receipt of
tickets within thirty (30) days. If a Seller has already received payment for a
cancelled/contingent event, Ticket Evolution & Events365 reserves the right to charge
the Seller’s EvoPay account or other payment method for the payment amount in order
to retrieve the funds already paid to the Seller. If the Seller fails to allow Ticket Evolution
& Events365 to retrieve the funds, Ticket Evolution & Events365 reserves the right to

Seller Handbook - February 2011


suspend all selling permissions, or withhold future payments, until the matter has been
resolved.

When an event is designated as cancelled, an email will be sent to the Seller. Unless
otherwise stated, all hard tickets for cancelled events will be returned to the Seller within
forty-five (45) days of Ticket Evolution designating the event as cancelled. If Ticket
Evolution does not meet this timeline to return the tickets, the Seller will be paid face
value.

If the Seller requires tickets back earlier, the burden of proof is on them, documented in
writing from the point of purchase. This request will need to be approved by the Seller’s
Account Manager.

All hard tickets will be returned via first class mail. Alternate arrangements for the return
of hard tickets will need to be made with a Seller’s Account Manager. The Seller may be
asked to pay for the return of tickets by alternate methods.

Electronic Tickets

If the tickets delivered were originally electronic tickets of any type, printed out and
delivered via FedEx or Last Minute Services, or delivered electronically, it will be
assumed that the Seller has retained their original electronic file and does not need
printed copies returned to them.

If the Seller requires these tickets to be returned, they should contact their Ticket
Evolution Customer Care as soon as possible. Ticket Evolution & Events365 cannot
guarantee the return of electronic tickets.

Unsold tickets left with Last Minute Services

Sellers are responsible for requesting tickets back directly from the local Last Minute
Services office.

D. Postponed Events

Postponed events are defined as any event where the time and/or date have changed
due to a rescheduling by the team, venue or artist.

If the venue honors current issued/sold tickets, no action is necessary.

If the venue requires new tickets for the event to be printed, Sellers are expected to
contact Events365 customer care or their Account Manager for a new FedEx label to
ship out the new tickets.

Seller Handbook - February 2011


Not Contacting Events365 Regarding Postponed Events that Require New Tickets

If the Seller doesn’t contact Ticket Evolution & Events365 customer service and the
Buyer attempts to use the original tickets for the show and is denied entry, Ticket
Evolution reserves the right to charge the Seller the full amount of the order as well as
the costs associated with satisfying the Buyer.

Postponed Events where New Tickets Issued are Limited

If a team or artist declares an event postponed, and the new event’s ticket availability is
limited and not guaranteed, Ticket Evolution will deem this event cancelled. The Buyer
will be refunded and the Seller will not be paid. If the Seller has already been paid, they
will need to return the money to Ticket Evolution.

E. Fraud

Events365 verifies the authenticity of all orders, and per our User Agreement, reserves
the right to cancel any order that it identifies as fraudulent. If an order is determined to
be fraudulent on the Buyer side, our Fraud Department will contact the Seller requesting
the order to be canceled. As a courtesy, we will waive one dropped order for every
fraudulent transaction that we are forced to cancel. We ask that our Sellers help us
resolve these orders in a cooperative fashion. We will always consider your business
and the negative impact of us canceling a fraudulent order for your tickets.

A timeline of when you can expect us to identify fraud and contact you requesting a
cancellation:

If the event is over two months away, we will identify the fraudulent order and contact
you no later than five business days from when the Buyer placed the order.

If the event is one to two months away, we will identify the fraudulent order and contact
you no later than three business days from when the Buyer placed the order.

Seller Handbook - February 2011


X. Disclaimer of Responsibility

Ticket Evolution relies on third party vendors for certain components of its products and
platforms. This may include but is not limited to venue maps, operating system,
software tools, network based servers and services.

Ticket Evolution is a software provider and will not be responsible or liable for any error
or failure of such components. Further, Ticket Evolution will not be held responsible for
any loss, lawsuit or legal action resulting from failure or inaccurate data of any third
party component.

--END--

Seller Handbook - February 2011

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