Seller Handbook

Listing

Rules

General Rules

Broker must possess technology (generally a point of sale and automation) to broadcast listings in real time and have both the ability to auto-accept orders and for that setting to be enabled at all times.
All listings are required to specify a section and row.
All listings need to specify an In Hand Date.
Listings need to have accurate delivery methods; delivery method will be derived from the stock type notes that are broadcasted to GoTickets.

Disclosures & Attributes

Disclosures– when disclosures are listed by the primary marketplace and/or are displayed on the ticket they are required to be provided on the listing. It is the seller’s responsibility to make sure that these disclosures then populate onto the listing. Here are examples of common disclosures (although this is not a complete list):
- Obstructed View
- Side View
- No View
- Partial View
- 21+ Section
- 18+ Section
- ADA Accessible
- Alcohol Free Section
- Standing Room Only
- Rear Stage
- Piggyback Seats
Attributes - may be included on a listing if it is a standard attribute such as “Actual 1st row of section”. GoTickets reserves the right to withhold displaying any attributes attached to a listing.

Instant

Both Mobile and Print At Home tickets are eligible to be displayed as instant if delivery can be executed within 5 minutes of an order being placed with the seller. To be eligible for Mobile Tickets to be displayed as instant requires having your mobile transfer automator on file with GoTickets.

Ineligible Listings

Speculative Listings – listing tickets that have not been purchased or that a seller has contractual rights to (such as a PSL) are prohibited unless a seller has permission to post Zone listings to GoTickets (which are required to be properly identified).
- Sellers caught posting unauthorized speculative listings will face penalties that may include:
  - Additional fees
  - Listing restrictions or suspension
  - Retroactive fees on orders previously taken
  - NOTE – GoTickets reserves the right to request proof of purchase on any listing posted or on any order which must be provided within 24 hours. Doctored or falsified proof of purchase can carry additional restrictions and/or fines at the discretion of GoTickets.
- Arbitrage aka mirrored Listings - these are listings that are posted on GoTickets that match listings available for purchase on the primary or another secondary market. Posting arbitrage listings without identification or the consent of GoTickets is strictly prohibited. To post arbitrage listings on GoTickets, a seller must be approved and these can only be posted in separate accounts that are designated as arbitrage. Penalties for posting unauthorized/un-identifed arbitrage listings will carry the same penalties itemized above.
Listings that specify a non-existent row within a section or a non-existent or closed off section.
Listings with a row-range or row TBD
Packages – listings that include merchandise, parking, transportation or a separate food and drink voucher
Unofficial Parking including but not limited to street parking and garages not affiliated with the event. Parking Panda and Spot Hero passes are strictly prohibited.
Voucher good for ticket redemption that itself is not a ticket such as a Groupon.
Hotel rooms

Ineligible Events

Political events including but not limited to rallies, fundraisers and inaugurations.
Free Events including but not limited to rallies and parades.
Charity Events where all, or the majority, of proceeds from ticket sales benefit 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

Listings posted to GoTickets may require additional verification on the part of the seller to be publicly displayed. When this is required, the seller will be notified via email. Either one or both of the following may be requested:

Proof of purchase – receipt of purchase or a picture of the tickets (fine to obscure barcodes).
Explanation of fulfillment upon sale – a detailed explanation of how the seller plans to execute delivery of the tickets to the customer.

Taxed Cost

Sellers may pass a taxed cost to GoTickets as a column on their file. The benefit of passing this column is an overall lower price at checkout in states where sales tax is collected which lowers cart abandonment rates.

Listing Errors

In the event that an error is made in the listing of tickets that an order is placed for, sellers should contact GoTickets via Live Chat or reach out to their seller representative as soon as the error is discovered.

Mis-Priced tickets – this is the most common listing error committed by sellers. If the mis-pricing is substantial – example tickets were listed for $100 instead of $1000, GoTickets will work to cancel the order as long as the seller communicates the error quickly. If the error is small in nature, example tickets were listed for $90 instead of $100, the order will stand and GoTickets should not be contacted.
Forgotten disclosure – if a seller forgets to list a disclosure and realizes this prior to the event, GoTickets can attempt to make an offer (which needs to be substantial) to the customer at the cost of the seller to save the order. This is vastly preferable to the customer either charging back or pointing out the disclosure post event as sellers will be charged in those circumstances. A forgotten disclosure should be an extremely rare occurrence, if GoTickets detects any pattern of a seller purposely omitting disclosures to get tickets sold orders will simply be replaced at the expense of the seller.

Masking

It is acceptable to “mask” your listings by providing a higher row if fulfillment will be within 5 rows of what is listed and that all upgrades/replacement rules are followed.

NOTE – GoTickets reserves the right to not allow masking for specific events or to specify that masking for a specific event can only be by 1 or 2 rows.

Ticket Splits

GoTickets will respect split rules that are provided on a broker’s listings. If an order violates a split rule please reach out via live chat via Seller Central or to your broker representative where GoTickets can provide a fair resolution.

Additional Notes

GoTickets reserves the right to not display any listing.

Orders/Fulfillment

Rules

Auto Accept

Must be enabled to list on GoTickets. If a seller’s automation provider does not accept an order, the seller can manually reject the order by going into Seller Central. Orders that are sitting in an unconfirmed state may be replaced at any time by GoTickets.

Delivery Method

Fulfillment must be the same delivery method that was displayed to the customer. Delivery methods are based on the Stock type that is broadcasted to GoTickets:

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
SHIPPING	CARD
CUSTOMER PICKUP	WALK_IN

Orders that are fulfilled with an incorrect delivery method are subject to cancellation and or replacement at the expense of the seller however GoTickets will work to try to preserve the order and not simply cancel.
- NOTE – there are only 4 delivery methods, errors should be extremely infrequent.
Mobile Fulfillment – NOTEthe preferred method of fulfilling a Mobile order is to provide us with a URL.
- Transfer URL – seller provides GoTickets with a URL, multiple URLs can be provided, one per line.
- Transfer (no URL) – when selected we will surface the customer name and email. At this point:
  - Seller will transfer the tickets to the customer.
  - Seller will check the box “The tickets have been transferred to the customer”
  - Seller will pick a “Transfer Source” from the drop down menu.
    - By selecting the correct “Transfer Source” the customer will then receive accurate directions in order to receive their transfer.
  - Seller will then click Submit.
  - Seller should then attach proof of transfer. (Proof must be attached for the PO to be eligible for payment prior to the event happening)
- Mobile QR Upload
  - Once selected files can be uploaded within Seller Central.
  - Reissue requests – if for some reason there is a reissue request initiated either from the purchaser or the seller, GoTickets provides the flexibility that upon re-fulfilling the order a seller can choose to provide new mobile QR screenshots OR transfer tickets to the customer. GoTickets will handle all necessary communication with the ticket purchaser.
- SMS Text Transfer
  - Once selected the customer’s name and phone number will be displayed.
  - Seller executes the SMS/text transfer to the customer
  - Seller will check the box “The ticket have been transferred to the customer’s phone number” and click “Submit”
  - Seller should then attach proof of transfer. (Proof must be attached for the PO to be eligible for payment prior to the event happening)
- Retransfer Requests - If a customer is unable to locate emails to accept a transfer GoTickets will exhaust all efforts to remedy the situation however in rare cases GoTickets may request a retransfer.
  - NOTE – fulfillment via providing a URL alleviates the need for most retransfer requests as GoTickets can always give the customer the provided link an additional time. There are times where links will be broken, in these circumstances GoTickets will request a retransfer.
Print At Home Fulfillment – PDFs can be uploaded on the order within Seller Central.
- Reissue Requests – if for any reason a seller needs to reissue tickets because they feel barcodes may have been compromised, the seller should reach out to GoTickets and GoTickets will reset the order status so that the order can be fulfilled. GoTickets will handle communications with the customer and tailor content based upon whether the PDFs have been downloaded already or not. Please also note that if a customer reaches out to GoTickets suspecting that barcodes may have been compromised (lost printed tickets, etc.) GoTickets will request that the seller reissue the tickets.
Hard Stock Shipping Fulfillment
- Airbills can be generated directly within Seller Central.
- Once an airbill is generated the package should scan in with UPS on the same day and no later than the following day. Orders where an airbill is generated where the package has not been scanned in within 2 shipping days are subject to cancellation and replacement at the expense of the seller.
Customer Pickup Fulfillment – directions need to be provided on the order within Seller Central.

In Hand Date

Orders are required to be delivered prior to or on the In Hand Date. Orders that have not been delivered prior to the in hand date may be replaced at the discretion of GoTickets with the seller being liable for the cost of replacements.

Instant Delivery

Fulfillment within 5 minutes is required when an order is placed for tickets that were listed as instant otherwise orders may be replaced at the discretion of GoTickets.

Disclosures & Attributes

When an attribute is attached to a listing that an order is placed for, the tickets used to fulfill the order must fulfill the promised attribute otherwise the order is subject to cancellation and replacement at the cost of the seller. Additional notes on specific disclosures:

Alcohol-Free Section – fulfillment must meet this condition when disclosed.
ADA Accessible Seats, WC, Wheelchair - fulfillment must meet this condition when disclosed.
Piggyback Seats – Piggyback seats must be fulfilled with tickets in consecutive rows that are directly behind/in front of one another. A piggyback listing cannot be more than two rows unless specifically authorized by GoTickets.

Market Shifts

At times given the dynamic nature of the secondary ticket market, there are events that occur that dramatically increase consumer demand. When such events occur, GoTickets is not responsible for tickets selling under market price and fulfillment is required.

Upgrades/Replacements

Circumstances often arise where a seller needs to fulfill an order with a different set of tickets than that were listed. Replacements are required to be comparable or better both in section and row. Specifics are detailed below:

Replacements/upgrades do not require contacting GoTickets if the following conditions are met:

The order is not a single
The per ticket price (what you the seller are paid) on the order is less than $500 per ticket
Replacement tickets are located in the same section but in a closer row that is within 10 rows of the row listed on the order with the following exceptions
- Row listed on the order is not within the first 10 rows of the field or stage
- Replacements do not move the customer into a row that is within the first 10 rows of the field or stage
- Order is not for:
  - Lower level (generally 100 level) Soccer ticket
  - Horse Racing
  - Auto or motorcycle racing
Replacements must possess all attributes that the original tickets had listed.
Replacements do not require having the disclosures the original tickets had listed with the exception of Alcohol-Free Section or any disclosure pertaining to ADA or Wheelchair access.
Fulfillment will be on or prior to the In Hand Date that was listed on the order
Delivery method will remain unchanged

Replacements/upgrades where permission from GoTickets is required if any or multiple of the following conditions are met:

The order is a single
The per ticket price (what you the seller are paid) on the order is greater than $500 per ticket
Replacement tickets are located in a different section
Row listed on the order is within the first 10 rows of the field or stage
Replacements would move the customer into a row that is within the first 10 rows of the field or stage
Order is for:
- Lower level (generally 100 level) Soccer ticket
- Horse Racing
- Auto or motorcycle racing
Replacement tickets would not contain attributes present on the original order and or contain disclosures
The delivery date will be later than previously disclosed
The delivery method is changing

How to offer a replacement

For orders where a replacement will require the permission of GoTickets, offers should be made via Seller Central by clicking the “Fulfillment Modification Request” within the order.

The next step is to select “Propose upgrades” where a New Section and/or New Row (NOTE – please fill both fields out even in the event that the replacement is in the same row or section) along with any notes can be submitted for GoTickets review:

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 Undelivered within Seller Central.

NOTE – do NOT submit downgrade requests via Seller Central.

Downgrades

Fulfilling with downgrades is not acceptable. If only downgrades are available GoTickets at its discretion will offer additional financial compensation to the customer at the expense of the seller. To be clear, the following are considered to be downgrades:

Better row, worse section
Better section, worse row

Re-issuing Tickets

Uploaded Tickets that are Print at Home or Mobile QR very occasionally will need to be reissued either at the request of the broker or the customer. If a broker feels that they need to reissue tickets, they should contact GoTickets where we will set the order to a status where new tickets can be uploaded. If a customer reaches out asking for a reissue (generally a customer may reach out saying that they’ve either lost or had stolen their printed out tickets) we will contact the broker to ask for help if at all possible.

Fees & Payments

Fees

Seller Fee on a new account is set by GoTickets with the seller upon account creation. POs reflect the price broadcasted less the seller fee.

Payments

Payment Method - Brokers may be paid via PayPal or ACH.
Payment Terms - For established brokers POs become eligible for payment once orders have been fulfilled.
Payment Schedule - PayPal payments are remitted every Wednesday and ACH payments are remitted every Tuesday which should hit bank accounts the following day. The only exception to this is if there is a banking holiday in which case payments will be remitted the day after.