Updated Information About Event Status, Refunds, and Options

Title: Ticketmaster Event Status, Refund & Credit Guide for Customer Service Agents 

Introduction This guide equips customer service agents with a clear, structured overview of Ticketmaster’s policies regarding event changes—such as postponements, rescheduling, cancellations, or relocations—and the associated refund and credit options. Based on Ticketmaster’s “Updated Information About Event Status, Refunds, and Options” (updated January 1, 2021), this resource helps ensure consistent, accurate responses for common customer concerns.([blog.ticketmaster.com](https://blog.ticketmaster.com/refund-credit-canceled-postponed-rescheduled-events/?utm_source=openai)) --- 

Main Content 1. Understanding Event Statuses • Postponed - Event is under evaluation by the Event Organizer to determine whether it's rescheduled or canceled. - Tickets (including upgrades/add-ons like parking) remain valid; no action is needed. - Customers receive notification once the organizer decides, along with available options.([blog.ticketmaster.com](https://blog.ticketmaster.com/refund-credit-canceled-postponed-rescheduled-events/?utm_source=openai)) • Rescheduled or Moved - Tickets remain valid for the new date—no further action required. - Organizer may offer a choice between a refund or credit; customers are notified if options exist.([blog.ticketmaster.com](https://blog.ticketmaster.com/refund-credit-canceled-postponed-rescheduled-events/?utm_source=openai)) • Canceled - Refunds are automatically issued to the original payment method once Ticketmaster receives funds from the Event Organizer. Exception: MLB games and the US Open. - In some cases, organizers may offer a choice between refund or credit—customers are notified if so.([blog.ticketmaster.com](https://blog.ticketmaster.com/refund-credit-canceled-postponed-rescheduled-events/?utm_source=openai)) 

2. Locating Event Status & Ticket Details • Customers are notified via email/message when an event’s status changes. • Encourage customers to sign in to their Ticketmaster account and select the event for real-time status and available options. • A comprehensive Event Status Update page on Ticketmaster’s site also lists impacted events.([blog.ticketmaster.com](https://blog.ticketmaster.com/refund-credit-canceled-postponed-rescheduled-events/?utm_source=openai)) 

3. Refund/Credit Eligibility & Scenarios • Eligibility is based on organizer actions and individual order details; customers are directed to log into their accounts for statuses.([blog.ticketmaster.com](https://blog.ticketmaster.com/refund-credit-canceled-postponed-rescheduled-events/?utm_source=openai)) • Transferred Tickets: - Only original purchasers are eligible for refunds/credits. - Customers must transfer tickets back to original buyer before eligibility applies.([blog.ticketmaster.com](https://blog.ticketmaster.com/refund-credit-canceled-postponed-rescheduled-events/?utm_source=openai)) • Sold (Resold) Tickets via Ticketmaster/Live Nation: - If event is canceled, Ticketmaster charges the credit card to refund the buyer; tickets return to the seller’s account. Seller then receives refund upon funds receipt. - If event is postponed/rescheduled, tickets may be returned if refund is authorized and customer buyer requests refund; seller then chooses between refund, credit, keeping tickets, or relisting them.([blog.ticketmaster.com](https://blog.ticketmaster.com/refund-credit-canceled-postponed-rescheduled-events/?utm_source=openai)) • Secondary or Resale Website Purchases: - Customers should reach out to their original point of purchase for refund/credit options. - For verified resale via Ticketmaster/Live Nation, customers receive notifications about available options and should check their account.([blog.ticketmaster.com](https://blog.ticketmaster.com/refund-credit-canceled-postponed-rescheduled-events/?utm_source=openai)) • Box Office Purchases: - For cancelled events, customers can select refund options in person at the box office, starting 30 days after the venue reopens. - For rescheduled events, procedures vary; direct them to the box office or look up Venue Info on Ticketmaster.([blog.ticketmaster.com](https://blog.ticketmaster.com/refund-credit-canceled-postponed-rescheduled-events/?utm_source=openai)) 

4. Refund and Credit Details • Refunds: - Customers are notified when refunds are approved; any required steps are explained via account. - Refunds are made via the original payment method once funds are received from the organizer. All refund requests are final.([blog.ticketmaster.com](https://blog.ticketmaster.com/refund-credit-canceled-postponed-rescheduled-events/?utm_source=openai)) - Typical processing timeline: once organizer’s funds are received; generally within 30 days.([blog.ticketmaster.com](https://blog.ticketmaster.com/refund-credit-canceled-postponed-rescheduled-events/?utm_source=openai)) • Credits: - Organizers may offer credits instead of refunds for impacted events. - Credits are issued as codes after eligibility is verified, and include at least 100% of original ticket price, plus fees and taxes; add-ons/upgrades (e.g., parking) are refunded separately via original payment method.([blog.ticketmaster.com](https://blog.ticketmaster.com/refund-credit-canceled-postponed-rescheduled-events/?utm_source=openai)) - Credits can be used toward eligible future purchases at specified venues, within a timeframe set by organizer. Credits cannot be used for resale tickets, ticket insurance, or gift cards; are non-transferable, not cash-redeemable, not combinable, and cannot be applied to earlier orders or repurchase of the same event.([blog.ticketmaster.com](https://blog.ticketmaster.com/refund-credit-canceled-postponed-rescheduled-events/?utm_source=openai)) - Customers receive an email containing the credit code and expiration; they can also view the expiration in their account under “Gift Cards & Codes.” All credit requests are final.([blog.ticketmaster.com](https://blog.ticketmaster.com/refund-credit-canceled-postponed-rescheduled-events/?utm_source=openai)) • Partial Refund or Split Options: - Not permitted. Customers must choose either full refund or full credit for entire order.([blog.ticketmaster.com](https://blog.ticketmaster.com/refund-credit-canceled-postponed-rescheduled-events/?utm_source=openai)) • Add-ons / Upsells (e.g., VIP, parking): - If refunds or credits are authorized and selected, add-ons/upgrades are refunded to original payment method.([blog.ticketmaster.com](https://blog.ticketmaster.com/refund-credit-canceled-postponed-rescheduled-events/?utm_source=openai)) Conclusion This guide ensures customer service agents can confidently support patrons through any event change scenario—clarifying validity of tickets, refund or credit options, eligibility nuances, and procedural timelines. Always encourage customers to check their Ticketmaster account for the latest updates and notify them that communications typically arrive via email and account messages.