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Frequently Asked Questions (FAQs) - XchangeTickets.com


ABOUT XchangeTickets.com

Who are XchangeTickets.com?

XchangeTickets.com provide a safe and secure ticket marketplace that ensures fans are able to purchase tickets they want without the stress of trying to source and buy tickets that are in high demand.

Are tickets guaranteed?

Only pre approved ticket specialists are allowed to sell tickets on our site, this is to ensure reliable service. Our tickets are guaranteed authentic. We strive to complete customer satisfaction by providing you with a 120% order guarantee - You will get your tickets in time for the event and you will receive tickets comparable to or better than the tickets you ordered. In the unlikely event that you fail to receive tickets, we will refund you 100% of the price paid and also offer you a 20% discount on your next purchase.

Does XchangeTickets.com Sell Any Tickets?

XchangeTickets.com itself does not buy or sell any tickets. Our site is only a platform that enables people to find tickets to events they wish to attend. Only sellers who have been fully vetted and pre approved by XchangeTickets.com are allowed to sell tickets on the site.

Who sells tickets on XchangeTickets.com? Does XchangeTickets.com have any affiliation with any ticketing agencies?

Only specialist sellers who are selected by our own industry panel are allowed to sell tickets on the XchangeTickets.com website. This is to ensure XchangeTickets.com are able to provide a professional, reliable and secure service. XchangeTickets.com is not affiliated with any ticketing agency.

How can I contact XchangeTickets.com?

Most of the questions XchangeTickets.com receive can be answered straight away by using our self-service tools. These include our most popular FAQs. You can also Track Your Order at any time. The most up to date information we have on your order will be provided in here, so please refrain from contacting us until you have used Track Your Order.

YOUR ACCOUNT

How can I create an account?

When you have placed an order, you will automatically receive your login details. In addition, you can create an account via the button on the homepage without placing an order.

How are my personal details treated?

Your personal details are stored confidentially and will only be used to ensure your tickets are delivered to you in time. Your details will not be sold, leased or used in any other commercial way. Please have a look at our privacy policy for more information.

Forgotten your password?

You can request a temporary password via the account login page, which will be sent to your registered email address.

Why is my account frozen/not working?

Please contact our Customer Services via email. Our staff will give you access to your account again as soon as possible. Please note, there may have been a reason your account was suspended and these issues will need to be resolved before your account is reactivated.

Why do I need an account with XchangeTickets.com?

With an account you can track the status of your order, edit your profile, manage your ticket alerts and wish list - as well as buy tickets. You will also be eligible for certain offers/discounts.

LOOKING FOR TICKETS

Why can't I buy tickets for a registered match?

XchangeTickets.com is a marketplace for buyers.. It may happen that there are no sellers who offer tickets for a particular event. If this is the case, please contact our Customer Services and we will see if we can help you. To be the first to be informed of new events register for a ticket alert.

Is it possible to order tickets over the phone?

Yes, you can also call us on our helpline numbers.

BUYING TICKETS

Can I buy VIP tickets?

XchangeTickets.com customers have the opportunity to select VIP. This is a hospitality service, which can be tailored to your exact needs.

Are there any wheelchair friendly seats?

The tickets on the XchangeTickets.com marketplace are generally regular tickets, not wheelchair access. If there are wheelchair friendly tickets available this will be clearly stated in the ordering process.

Payment/ Authorisation Failed?

PLEASE NOTE: XchangeTickets.com authorise your debit / credit card when you buy tickets on our website. This means the bank has approved this amount to be withdrawn.

Should you experience problems with your payment, please check through the list below, before re-trying the payment:

Make sure you enter the correct security code (also called CVV2 or CVC2): For Visa, Mastercard, Maestro, Switch and Electron: this is the last 3 numbers on the back of your debit card, For American Express: this is the 4 numbers on the front right-hand side of your card.

Ensure the debit/credit card details you provided are for a valid card, with an expiry date in the future and sufficient funds available to cover your sale.

Contact your bank or credit card company to tell them you are authorising a payment to XchangeTickets.com a trading name of World Innovative Solutions Inc , a US based Internet Company and confirm the amount of the sale.

In some instances your payment provider may verify that the funds have been authorised for XchangeTickets.com but we have still cancelled your transaction. This means there was an error on the security code you entered and we have declined the sale. 

Can I cancel my tickets once purchased?

We do not have an exchange, refund or cancellation policy unless an event is cancelled entirely and not rescheduled. If an event is rescheduled and you are not able to attend, we cannot offer any refunds. This is also mentioned in our Terms and Conditions. We do however offer you the opportunity to resell your tickets on our website in an attempt to recover any losses.

What payment methods do XchangeTickets.com accept?

XchangeTickets.com accept credit and debit cards, Visa, Mastercard, American Express, Discover, Electron, Bank Transfer and various alternative payment methods.

Why do prices vary?

Availability and prices of tickets are driven by market demand; they are not determined by XchangeTickets.com. All the tickets are listed and priced by approved ticket specialists. Each ticket specialist competes with others to provide you with the largest selection of tickets at the best price. Face value refers to the price printed on the 'face' of the ticket or the original purchase price in the primary market. The face value of a ticket can differ from the selling price, because the tickets listed on XchangeTickets.com are sold at 'market value'. If the event is in high demand, the selling price is generally much higher than the face value on the ticket and vice versa.

My order is being processed, what does this mean?

Your order will have this status when your order has been approved and the seller is in the process of sending your tickets as soon as possible.

When will my order be final?

Your order will be final when you have been sent a reservation confirmation and full payment has been received by XchangeTickets.com.

XchangeTickets.com reserves the right to dissolve the order within 72 hours of its placement when payment is not successful or cannot be completed and/or when payment has not been received. This dissolving condition also applies when the buyer fails to provide additional payment information with regard to fraud prevention.

Why have I been asked to provide Proof of Billing Address?

Due to increasing amount of fraudulent debit / credit cards, you may be asked to provide documentary evidence to verify the correct details correspond to the billing address of the credit card. Please be assured we keep your personal information safe in accordance with our Privacy Policy. Failure to provide documents by the deadline will result in your order being cancelled.

Why do XchangeTickets.com charge service/transaction costs?

XchangeTickets.com facilitates a marketplace for the purchasing and selling of tickets. These service costs enable XchangeTickets.com to offer you a user-friendly and safe website, a choice from a huge supply of tickets for popular events worldwide and a friendly Customer Services department that is ready to answer all questions buyers may have.

How does XchangeTickets.com ensure our customers get their tickets?

 XchangeTickets.com' Ticket Guarantee ensures buyers will receive the tickets they ordered in good time for the event. We tell buyers when the tickets will be posted and when they should expect to receive them. Sellers of tickets on XchangeTickets.com pay for replacement tickets, which we source, if they fail to deliver the tickets promised to their buyer. We do this to ensure our buyers are never let down. In the unlikely event that replacements can't be found, XchangeTickets.com refunds 100% of what was paid and offers you a 20% discount on your next purchase.

RECEIVING TICKETS

Can I pick up my tickets?

Unfortunately, it is not possible to pick up your tickets from XchangeTickets.com The seller will send you the tickets as quickly as possible to the delivery address that you have provided. Please note that you have to sign for receipt of the tickets. In the event that you are not at home, the shipment containing your tickets will be sent to the nearest distribution centre where you can collect the shipment, or, in the case of UPS shipment, will be returned to the seller after three failed delivery attempts. In order to send the tickets a second time, we request that you pay the shipping costs again. XchangeTickets.com will contact you on behalf of the seller. 

XchangeTickets.com will not be held liable in a scenario that a "while you were out card" has been issued by the post office and the Buyer has failed to collect his tickets from the local post office, the tickets will be considered delivered as agreed.

When can I expect to receive my tickets?

Because we don't own the tickets, we can't give you an exact date of dispatch as this will depend on when your seller receives the tickets from their place of purchase. Sometime tickets are not dispatched by the event organisers until the week of the event, but don't worry, we'll drop you an email to let you know when your tickets are on their way and give you a tracking number for the delivery. In the meantime, if you want to make travel plans or change your address just send us an email and we'll be sure to update your order so as your tickets go to a new address. 

If you have not received your tickets 48 hours before the event, please Contact Us. The XchangeTickets.com Ticket Guarantee covers every transaction and we can assure you that we always do our utmost to ensure that our customers receive their tickets in time for the event.

To get the latest status of your tickets please click Track Your Order.

Sometimes tickets can be delivered on the day of the event and/or we will require you to collect the tickets locally. If you are concerned that this will not give you enough time to reach the event please contact us so we can arrange an alternative delivery method. If you are travelling from abroad we encourage you to provide a local delivery address or hotel in the event country/city.

How are tickets delivered?

All tickets are sent using secure shipment methods, depending on your location. If the tickets are sent within the UK for a UK event, they will be dispatched via Special Next Day Delivery / Bike Courier / Hand Delivery or by Private Courier and will require a signature. Delivery times may vary depending on the delivery method chosen at purchase. If they are being delivered to your hotel in Italy / Spain / Germany / Netherlands or Portugal or some other country we may use courier companies and/or private couriers. Please provide a secure address to ensure someone is available to sign for the envelope. If you are staying in a hotel you authorise anyone at the hotel to accept the delivery on your behalf so you may want to advise them you will be expecting a delivery. If no one is available to sign for the delivery, your postman/courier will leave a 'while you were out card' and you will be able to collect your envelope from your local Sorting Office (The address can be found on the back of the card). If you have not received a 'While you were out' card or you have not been given a tracking number, please contact us as soon as possible. For international orders, tickets may be sent via FedEx, DHL or UPS. The mentioned courier companies provide online tracking to ensure fast and secure deliveries. Please contact us after receiving the dispatch email so we can provide you the tracking number.

XchangeTickets.com will not be held liable in a scenario that a "while you were out " card has been issued by the post office and the Buyer has failed to collect his tickets from the local post office, the tickets will be considered delivered as agreed.

Can I change my delivery address?

Your delivery address can be changed in your account settings. However, if the order is being processed, please contact our Customer Service team by phone or by email to change your delivery address. Please make a note of your Order Reference Number so we can find your order. Please note that if you order is in process we cannot guarantee that you will be able to change the delivery address. If there is a change in shipping costs that result by you changing the delivery address you will be charged or refunded the difference.

How can I view the status of my order?

You can view the status of your order in your account. In addition, you will receive an email or SMS once your tickets have been dispatched

I have received confirmation that my tickets have been shipped but there are less than three working days until the event?

Please contact Customer Services as soon as possible so that we can track your tickets and have them delivered to you in time.

Why do I need to provide a local delivery address?

On occasion, it will not be possible to offer UPS shipment or another traceable shipping method for all shipments. This is depending on the locations of the seller and buyer. In the unlikely event when it is not possible to send your tickets via a traceable shipping method, you may be asked to specify a local delivery address (e.g. hotel address). These details may also be asked when timely delivery by means of a traceable shipping method is not possible, for example because the tickets are released shortly before the start of the event.

My account says my tickets have been delivered but I still haven't received them?

When you have not received a notification from the courier within five working days of receiving the email about the shipment of your tickets, please contact Customer Services, so that we can make sure that you will receive your tickets in time. We also advise you to find out the whereabouts of your tickets via the Track Your Order.

Why can some tickets only be delivered locally?

Tickets for events are usually issued late by the organiser. That is why it is only possible to deliver these tickets locally. When you are travelling to your destination, please make sure to contact Customer Services so that you receive the tickets in time.

I have missed all three UPS deliveries (or other international shipping method) - what can I do?

When your tickets are returned after three failed UPS delivery attempts, then we assume that you have waived the receipt. Based on this, unfortunately, no compensation is available for your tickets.When a new UPS delivery is still possible before the date of the event, then please contact us. For tickets that need to be resent we will endeavour to ensure you get your tickets on time, although there may be an additional cost for reposting.

XchangeTickets.com SECURITY

What is the Ticket Guarantee?

XchangeTickets.com guarantees a safe and transparent marketplace. In order to be able to warrant this, every order is guaranteed in accordance with the terms and conditions. In the unlikely event that something is wrong with your tickets or the delivery of your tickets, and you are not to blame for it, you will be entitled to a 100% refund of the purchase amount including shipping costs. In addition we will offer you a 20% discount on your next purchase.

What happens if an event is cancelled?

All tickets bought on XchangeTickets.com come with the seller Ticket Guarantee that provides if an event is cancelled by the artist or promoter, we will refund your order amount after deducting our processing/booking fees/service fees & tickets postage costs.  We do not have any control over these events. We will not be liable for costs of travel fares, hotels, or any other expenses that may be incurred if a concert is cancelled/rescheduled. It is your responsibility to ensure the concert is going ahead before travelling. We will do our best to inform you if the date has been changed but we do not accept liability if we are unable to contact you. We strongly advise that you check before making arrangements. 

How does XchangeTickets.com prevent fraudulent activity on the site?

XchangeTickets.com pre approves all sellers on our site, this way we can assure all tickets are authentic. All transactions are monitored by our dedicated team and promptly addressed should any problems arise.

In addition our systems monitor IP addresses of all sales, fraud screening is carried out on all transactions and additional security checks are carried out on first time buyers. 

OTHER QUESTIONS

Can I swap or resell my tickets once purchased?

If you wish to swap or resell your tickets, please contact us by email.