Seller Handbook

GoTickets Seller Handbook

Incorporated by Reference into GoTickets Terms of Service (Effective October 23, 2025)


General Rules

  • Broker must use technology (point-of-sale and automation systems) to broadcast listings in real time and to auto-accept order requests. Automation to fulfill orders quickly, accurately, and at scale is strongly recommended.
  • Listings must include the Event Name, Date/Time, Venue Name, Section, and Row. Where legally required, Seat Numbers must also be specified. GoTickets does not determine when seat numbers exist for any event, venue, or section. Brokers are responsible for accurately including seat numbers where applicable and required by law.
  • An In-Hand Date is required for all listings.
  • Delivery Methods must be accurate, based on the Stock Type notes transmitted to GoTickets.
  • Split rules may be specified on listings.
  • Broker must comply with all applicable federal, state, and local laws, rules, and regulations governing ticket acquisition, resale, and fulfillment, including without limitation any disclosure, possession, or licensing requirements in the jurisdiction where the event occurs. GoTickets does not independently verify Broker compliance with such laws and assumes no responsibility for a Broker’s failure to comply.
  • Broker is responsible for applicable federal, state, and municipal taxes, except where GoTickets is legally required to collect and remit such taxes (as described in Section 14 of the GoTickets Terms of Service).
  • Only authentic tickets valid for entry may be listed.

By listing tickets or using the Seller Central platform, Broker agrees to the GoTickets Terms of Service, which are incorporated herein by reference. The Seller Handbook supplements and does not replace the Terms of Service.


Listings


Disclosures & Attributes

  • Disclosures: If displayed on the ticket or by the primary marketplace, disclosures must also be included in the listing. Broker is responsible for ensuring these appear correctly. Example common disclosures (not a complete list):
    • Obstructed View
    • Side/Partial/No View
    • 21+/18+ Sections
    • ADA Accessible
    • Alcohol-Free
    • Standing Room Only
    • Rear Stage
    • Piggyback Seats
  • Attributes: Optional industry-standard descriptors may be added (e.g., “Actual 1st row of section”). GoTickets reserves the right to withhold or remove attributes.


Instant Delivery Eligibility

  • Both Mobile and Print-at-Home tickets may be listed as “Instant” if delivery can occur within 5 minutes.
  • If a listing is marked as Instant, it must be delivered within 5 minutes, even if the listing also displays a future In-Hand Date. Only mark a listing as Instant if the tickets are already available for delivery.
  • Mobile tickets require a mobile transfer automator on file with GoTickets to qualify.


Ineligible Listings

The following listing types are prohibited:

  • Non-existent rows or sections.
  • Listings with row ranges or marked “TBD.”
  • Non-consecutive seats (except disclosed Piggyback Seats).
  • Tickets that were purchased using automated bot technology or otherwise bypassing purchase restrictions in contravention of applicable regulations.
  • Packages bundling merchandise, transportation, parking, food/beverage, or hotel rooms.
  • Unofficial parking (street parking; third-party garages; Parking Panda, SpotHero, or similar services; and any parking greater than 1.5 miles from the venue).
  • Zone Listings or any other tickets not already in Broker’s possession or contractually allocated to Broker (unless explicitly approved by GoTickets with verifiable venue/team access, and only where permitted by law). Brokers, not GoTickets, are responsible for maintaining possession or contractual rights to all listed tickets, and must ensure compliance with all jurisdictional laws regarding constructive possession and presale listings.
  • Ticket vouchers (e.g., Groupon).

GoTickets may request proof of purchase or access for any listing, which must be provided within 24 hours. False or altered proof may result in fees and other penalties, up to and including account termination.


Ineligible Events

Listings are not permitted for:

  • Political events (rallies, fundraisers, inaugurations).
  • Free events (parades, rallies, etc.).
  • Charity events where most/all proceeds go to the charity.
  • Theme parks or events within, including but not limited to Disney, Universal Studios, Six Flags and Busch Gardens.
  • Movie theaters, museums, guided tours, dinner reservations.
  • Travel, including but not limited to airline, boat, train and bus tickets.


Verified Listings

GoTickets may require additional verification before a listing is displayed. Broker may be asked for:

  • Proof of purchase – purchase receipt or a picture of the tickets, barcode obscured.
  • Fulfillment explanation – detailed explanation of intended delivery logistics.


Taxed Cost

Broker may provide Taxed Cost values for each Listing. Broker represents that such values are accurate and supported by documentation. Where permitted by law, GoTickets may use Taxed Cost to determine tax collection on resale and reduce customer checkout totals, which may lower cart abandonment. Use of Taxed Cost is discretionary and may vary by jurisdiction; GoTickets does not warrant any specific tax treatment or reduction.


Listing Errors

Broker is responsible for ensuring accuracy of all listings. If an error is detected prior to a sale, Broker may simply update the affected listings. If a sale has already occurred, Broker must immediately notify GoTickets so that the issue can be addressed and any customer impact can be mitigated. If GoTickets incurs costs to resolve the error, Broker will be held liable for those costs.


Orders and Fulfillment

Auto-accept must be enabled to list on GoTickets, and Broker must promptly confirm new ticket orders if auto-accept fails. At any time, unconfirmed orders may be canceled or replaced at GoTickets’ discretion, with or without advance notice to Broker. Once an order is confirmed, Broker must fulfill orders regardless of post-sale changes in market price.

Customer contact information (“Buyer Information”) may be provided to Broker solely to facilitate ticket delivery. This information is confidential and may not be shared, retained, or used for any purpose other than completing delivery of the applicable order, including for marketing or solicitation. All communication with customers must occur through GoTickets, and any other use or retention of customer information is strictly prohibited under Section 8 of the GoTickets Terms of Service.

Any tactic intended to secure payment prior to ticket delivery, such as providing broken or invalid transfer URLs or otherwise marking orders as fulfilled without immediately delivering tickets, will result in a $10,000 fine. Additionally, payment terms on the account will be changed such that Broker’s purchase orders are not payment eligible until after the event has occurred, regardless of when tickets are delivered.


Instant Delivery

  • Tickets that were listed as Instant must be delivered within 5 minutes of purchase, regardless of the In-Hand Date. Failure to deliver tickets promptly may result in replacement at Broker’s expense.


In-Hand Date

  • Tickets must be delivered on or before the In-Hand Date. For any orders placed on or after the In-Hand Date, tickets must be delivered the same day that the order was placed, or the next day if an order was received after close of business. Failure to deliver tickets by the In-Hand Date may result in replacement at Broker’s expense.


Delivery Method

Fulfillment must use the same Delivery Method that was displayed to the customer. Delivery Method is derived from the Stock Type that Broker broadcast to GoTickets.

The mapping below is subject to update; GoTickets will notify Brokers of material changes.

Delivery Method

Stock Type Notes

MOBILE

TM_TRANSFER

TMET

TMX

MOBILE_TRANSFER

MOBILE_QR

MOBILE_SCREENCAP

AXS_TRANSFER

FLASH

PRINT AT HOME

ELECTRONIC

SHIPPING

HARD

CARD

CUSTOMER PICKUP

WALK_IN

 

  • Incorrect delivery may result in cancellation or replacement at Broker’s expense.


SELLER CENTRAL INSTRUCTIONS: 

  • Mobile Fulfillment
    • Transfer URL (preferred method)
      • Enter the URL where transferred tickets can be accepted.
      • Multiple URLs can be provided, one per line.
    • Transfer without URL
      • Seller Central will display the customer name and email. Using this information, transfer the tickets to the customer.
      • Check the box “The tickets have been transferred to the customer”
      • Select a “Transfer Source” from the drop-down menu. This Transfer Source must be accurate to ensure the customer receives appropriate instructions regarding how to accept their transferred tickets.
      • Click Submit.
      • Attach proof of transfer.  (Proof must be attached for the PO to be eligible for payment prior to the event.)
    • Mobile QR Upload
      • Upload files on the order within Seller Central.
    • SMS Text Transfer
      • Seller Central will display the customer name and phone number. Using this information, transfer the tickets to the customer.
      • Check the box “The tickets have been transferred to the customer’s phone number” and click “Submit”
      • Attach proof of transfer.  (Proof must be attached for the PO to be eligible for payment prior to the event.)
  • Print At Home Fulfillment
    • Upload files on the order within Seller Central.
  • Hard Stock Shipping Fulfillment
    • Shipping labels (airbills) can be generated directly within Seller Central.
    • Once an airbill is generated, the package must be promptly dropped off at or picked up by UPS. If the package has not been scanned by UPS within two shipping days after airbill creation, the order may be canceled or replaced at Broker’s expense.
  • Customer Pickup Fulfillment
    • Input customer instructions on the order within Seller Central.


Replacements / Upgrades

Whenever possible, orders must be fulfilled with the exact tickets that were listed for sale. If for any reason this is not possible, Broker may fulfill orders with upgraded tickets, consistent with the GoTickets Buyer Guarantee. Broker must obtain approval from GoTickets for certain upgrades. Downgrades (e.g. worse section and/or row) are not permitted.

Upgrades may be used without prior GoTickets review if all of the following are true:

  • Order is not for a single ticket.
  • Per-ticket price paid by GoTickets to Broker is under $500.
  • Upgraded tickets are in the same section, within 10 closer rows (not in first 10 rows near stage/field), and all seats are consecutive.
  • Upgraded tickets have the same Delivery Method and In-Hand Date.
  • Upgraded tickets match any Attributes of the original ticket listing, and no additional Disclosures are introduced.

GoTickets review and approval is required if any of the following conditions are met:

  • Single ticket orders.
  • Orders over $500 per ticket.
  • Upgraded tickets are in a different section. If suitable replacements are available in the same section, do not move the customer to a different section, even if that section could be considered an upgrade.
  • Upgraded tickets are within the first 10 rows of the stage/field.
  • Lower-level soccer, horse racing, or auto/motorcycle racing.
  • Upgraded tickets do not contain original Attributes or do contain additional Disclosures.
  • Upgraded tickets would require a change to delivery method or delivery date.


SELLER CENTRAL INSTRUCTIONS:

Replacement ticket offers should be made via Seller Central. This should only be used to offer Upgrades that require GoTickets review. Do not offer Downgrades via Seller Central.

  1. Click the “Fulfillment Modification Request” action when viewing a single order.
  2. Select “Propose Upgrades” and specify the Section and Row of the proposed tickets. Please complete both fields even if the Section or Row does not differ from the original listing.
  3. Upon submitting the request, the order will move to the “Upgrades Submissions” tab within Seller Central. Once approved, you will receive a notification via email, and the order will be moved back to the “Undelivered” tab in Seller Central.


Reissuing and Retransferring Tickets

If an original ticket barcode is compromised or invalidated, the ticket may need to be reissued. Similarly, if tickets were transferred to an invalid email address, they may need to be re-transferred.

If Broker learns of a problem and needs to provide reissued tickets, Broker must notify GoTickets so that the order can be reverted to a status where new tickets can be uploaded.

If the customer initiates the reissue or retransfer request (for example, if their printed tickets have been lost or stolen, or they had a typo in their email that prevented successful ticket transfer), GoTickets may contact Broker to request reissue or retransfer assistance. Broker must provide reasonable assistance when possible.


Fees, Payments, and Enforcement


Fees

  • Seller Fee is set by GoTickets at account creation and is subject to periodic review and adjustment. Purchase Orders will reflect Broker’s broadcast price less the GoTickets Seller Fee.


Payments

  • Broker will be paid via ACH unless an alternate payment method is agreed to by GoTickets and Broker.
  • Purchase Orders will become eligible for payment once orders have been fulfilled, unless alternate terms have been agreed to by GoTickets and Broker.
  • ACH payments for payment-eligible purchase orders are remitted every Tuesday and will typically be received the next business day. In the event of a banking holiday, payments will be remitted the following business day after the holiday.
  • Adjustments such as replacement costs or other penalty fees will be withheld from Broker’s ACH payment. In the event that adjustments exceed the total of payment-eligible purchase orders, GoTickets may require Broker to provide payment for any outstanding adjustments.


Enforcement of Rules

Violations of the Seller Handbook or the Terms of Service may result in:

  • Removal of specific ticket listings.
  • General Listing restrictions, such as limitations on the quantity or type of listings, or rules controlling the timing of when listings will be displayed to customers.
  • Replacement costs charged to Broker.
  • Additional penalties or fines.
  • Account suspension or termination.

GoTickets may exercise multiple remedies simultaneously and in its sole discretion. GoTickets may offset replacement costs, fees, penalties, or chargebacks against any amounts owed to Broker and may invoice any shortfall. Remedies are cumulative and may be exercised without notice. Violations may also constitute breaches of the Terms of Service and may subject Broker to further actions under Section 35 (Monitoring and Investigating Compliance).

 

Compliance Disclaimer:

GoTickets operates solely as an online marketplace and does not act as a ticket reseller, broker, or holder of event tickets. Brokers are independent sellers and remain fully responsible for compliance with all applicable laws and regulations governing ticket resale and fulfillment.

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