Organizer Policy
Last Updated: January 11, 2023
Refunds
Refunds are primarily to be issued by the Event Organizer. The organizer has fifteen (15) days to respond to the refund request, failure to take action will result in the buyer receiving an automatic refund approval. However, Frontline Ticketing reserves the right to approve refunds when an Organizer neglects to do so within the required timeframe (see “Refund Requirements”).
Frontline Ticketing advises that buyers submit refund requests to Event Organizers during or no later than two (2) days after the event to avoid delays on your final payout. However, Organizers are encouraged to include and reinforce this two-day deadline in the refund requirements and procedures they share with Users.
Once an Organizer has approved a refund, if your event is still in progress the refunded ticket will be placed back into live rotation (tickets must still be published). Refunds will be processed and credited to the ticket holder within five (5) to ten (10) business days or per the processing times of the ticket holder’s financial institution.
Note: All service fees are non-negotiable and non-refundable.
What constitutes as a legitimate refund request?
A legitimate refund request occurs when the event's organizer falls short of the promises made in the advertising. Your event's location, start time, venue, are what a buyer uses to determine if they want to attend an event. False advertising refers to any divergence from what was advertised when a buyer buys a ticket.
What constitutes an invalid refund request:
A legitimate refund request occurs when the event's organizer falls short of the promises made in the advertising. Your event's location, start time, venue, are what a buyer uses to determine if they want to attend an event. False advertising refers to any divergence from what was advertised when a buyer buys a ticket.
What constitutes an invalid refund request:
An invalid refund request is one made by a customer for a personal reason. Since the organization has no control over this, requesting a refund is not appropriate.
Refund eligibility requirements, with or without a nonrefundable badge:
1/ The event was postponed. (In the event of a postponement, the event organizer is responsible for notifying ALL ticket holders via email).
2/ Start time was changed after the buyer made their purchase.
3/ Start time delayed by more than two hours. A clear photo with a date/time stamp of when it was taken indicating that the event's doors were still closed (buyers are not allowed in) is required to support your refund request in this case.
4/ The venue was changed: If the organizer has no venue listed at the time of your purchase a refund is not valid.
5/ The location was changed: If the organizer has no location listed at the time of your purchase a refund is not valid.
6/ Law enforcement abruptly stopped the event; in this situation, you can request a refund if your ticket wasn't scanned. A refund is possible if the ticket was scanned soon after the buyer gained entry to the event. A clear photo with a date/time stamp of when it was taken indicating that the event was over. Preferably a photo of law enforcement is needed.
- All refunds will be reviewed by the organizer and can be declined at the discretion of the organizer once the above mentioned for a valid refund are not met.
Note: All service fees are non-negotiable and non-refundable.
- Approved refunds will be processed and credited to the bank credit/debit card used to purchase your ticket(s). Funds will be deposited to your account within five (5) to ten (10) business days per the processing times of your financial institution. If you have not received your refund within the specified timeframe, please contact your financial institution.
- Note: All service fees are non-negotiable and non-refundable.
Cancellation
A legitimate refund request occurs when the event's organizer falls short of the promises made in the advertising. Your event's location, start time, venue, are what a buyer uses to determine if they want to attend an event. False advertising refers to any divergence from what was advertised when a buyer buys a ticket.
What constitutes an invalid refund request:
A legitimate refund request occurs when the event's organizer falls short of the promises made in the advertising. Your event's location, start time, venue, are what a buyer uses to determine if they want to attend an event. False advertising refers to any divergence from what was advertised when a buyer buys a ticket.
What constitutes an invalid refund request:
An invalid refund request is one made by a customer for a personal reason. Since the organization has no control over this, requesting a refund is not appropriate.
Refund eligibility requirements, with or without a nonrefundable badge:
1/ The event was postponed. (In the event of a postponement, the event organizer is responsible for notifying ALL ticket holders via email).
2/ Start time was changed after the buyer made their purchase.
3/ Start time delayed by more than two hours. A clear photo with a date/time stamp of when it was taken indicating that the event's doors were still closed (buyers are not allowed in) is required to support your refund request in this case.
4/ The venue was changed: If the organizer has no venue listed at the time of your purchase a refund is not valid.
5/ The location was changed: If the organizer has no location listed at the time of your purchase a refund is not valid.
6/ Law enforcement abruptly stopped the event; in this situation, you can request a refund if your ticket wasn't scanned. A refund is possible if the ticket was scanned soon after the buyer gained entry to the event. A clear photo with a date/time stamp of when it was taken indicating that the event was over. Preferably a photo of law enforcement is needed.
- All refunds will be reviewed by the organizer and can be declined at the discretion of the organizer once the above mentioned for a valid refund are not met.
Note: All service fees are non-negotiable and non-refundable.
- Approved refunds will be processed and credited to the bank credit/debit card used to purchase your ticket(s). Funds will be deposited to your account within five (5) to ten (10) business days per the processing times of your financial institution. If you have not received your refund within the specified timeframe, please contact your financial institution.
- Note: All service fees are non-negotiable and non-refundable.
Cancellation
- Frontline Ticketing does not have the authority to cancel any event; this is at the sole discretion of the Event Organizer. If an event has been cancelled all funds will be automatically refunded back to the buyer and credited to the bank credit/debit card used to purchase your ticket(s).
- Funds cannot be sent another debit/ credit card, via cash App or Zelle payment.
- In the event of a cancellation the event organizer is responsible for notifying ALL ticket holders via email.
Note: All service fees are non-negotiable and non-refundable.
Frontline Ticketing can override any declined refund request after an investigation into the situation without consent from the organizer(s).
Financial Information
We verify your bank account information which helps to protect against fraud, illegal activity and abuse by verifying your bank account.
Note: There is a mandatory security hold before any funds is deposited into your bank account provided. You will be sent a small verification amount to your bank account, upon receiving the deposited fund you will be asked to confirm the amount deposited into your account before any funds are transferred. No funds / payouts will be deposited until this process is completed. It is your sole responsibility to notify Frontline Ticketing when you have received the deposited funds by phone or email.
- By Phone you are required to confirm your FLT ID and supporting Pin before any information can be received by the Frontline rep. This information can be found on your dashboard on the website.
- By email you will be required to input in the subject line: Fund Confirmation / FLT ID FLT-XXXXXXXXX. In the body of the email, confirm the amount received in your bank account.
Once your bank account information has been confirmed you will see a Green Check mark indicating that your information has been verified.
Early Payout
Frontline Ticketing has 3 tiers for our early payout requirements.
Tier1: For an organizer using Frontline Ticketing for two (2) years or less you will receive upon request twenty-five (25%) of your total funds in your escrow account. The early payout request can be issued multiple times, once the total of your request does not exceed twenty-five percent (25%) of your total funds in your escrow account or more than one hundred thousand dollars ($100,000). Please allow 1 -10 business days for your Frontline escrow account to reflect these changes.
Tier2: For an organizer using Frontline Ticketing for more than two (2) years but less than five (5) years you will receive upon request fifty percent (50%) of your total funds in your escrow account. The early payout request can be issued multiple times, once the total of your request does not exceed fifty percent (50%) of your total funds in your escrow account or more than one hundred thousand dollars ($100,000). Please allow 1 -10 business days for your Frontline escrow account to reflect these changes.
Tier3: For organizer using Frontline Ticketing for more than five (5) years you will receive upon request seventy-five percent (75%) of your total funds in your escrow account. The early payout request can be issued multiple times, once the total of your request does not exceed seventy-five percent (75%) of your total funds in your escrow account or more than two hundred thousand dollars ($200,000). Please allow 1 -10 business days for your Frontline escrow account to reflect these changes.
Note: By accepting an early payout you are now responsible for refunds to ticket holders in the amount mentioned above including but not limited to, cancellations or postponement of your event.
Frontline Ticketing reserves the rights to deny any early payout request at any time.
Tax Requirements
Effective Immediately: In accordance with the US federal requirements (IRS), a 1099-K form is issued when you sell more than $600.00 in sales annually.
Any delay in submitting your tax information will result in payout delays.
Chargeback Disputes
On your behalf, Frontline Ticketing will respond to any chargeback disputes. The funds associated with the challenged ticket(s) will be taken out of your escrow account and placed on hold. Additionally, there is a processing charge, the amount of which varies based on the payment processor where the dispute was filed. Frontline Ticketing cannot waive the processing fees.
Frontline will email you as soon as updates are received. If you win the dispute(s), your funds will be refunded to your escrow account.
Payouts to your event will be postponed for two weeks (10 business days) as we evaluate the situation considering potential chargeback dispute claims in the future, and how we proceed.
Frontline Ticketing will match the amount of funds placed on hold by the payment processor and hold it for six (6) months in anticipation of future potential claims. A buyer has approximately six (6) months following the conclusion of your event to submit a chargeback claim. So, to protect Frontline from any negative balance, your funds will remain on hold for 6 months.
If chargeback dispute(s) are generated after your funds have been released to you, a negative balance will be placed on your escrow account. Frontline Ticketing will deduct funds from your escrow account with your next upcoming paid event.
Email Marketing
Event Organizers have access to send free email blasts from inside their Frontline Ticketing dashboards. Once your event is created you will unlock the capacity to upload your email list(s) in CSV or Excel format. You can send a total of 3000 emails per event on daily basis. Access to the email platform is located under the attendee's function on the website.
Printing and Shipping
Note: All approved physical ticket orders are non-refundable.
Processing updates will be provided through the Frontline Ticketing Organizer dashboard under Physical Ticket orders.
Each ticket costs USD 0.50 to print.
USPS will provide all shipping services. For next-day shipping, all orders must be placed by 1:00 p.m. EST Monday through Thursday. Any orders place on Friday will be processed and shipped on Monday.
Standard Shipping, with delivery in 3 – 5 business days, costs USD 9.99, and Next-Day Shipping costs USD 27.99.
Delivered Packages
All packages marked as delivered by USPS are at the liability of the Organizer. We are not responsible for any package once it has been submitted to USPS for delivery.
Frontline Ticketing is not responsible for events outside of our control including but not limited to, lost or stolen packages, transportation or weather-related delays.
Organizers must be present or make accommodations for someone else to be present when packages are being delivered.
For our international organizer(s) the same rules apply regardless of the shipping company being used.