Dice App

Selling tickets via the Dice app comes with extra risks and commitment from you. Because the tickets can only be transferred from the phone number used for purchase, you have to transfer these. Even with our best efforts, sometimes these orders can get canceled beyond our control.

In order to fulfill tickets via the Dice app:

• The buyer needs to download the app.

• The buyer needs to add you as a contact in their phone.

• You need to add the buyer’s contact in your phone.

• You can now transfer the tickets to the buyer.

Please proceed with caution when deciding to purchase tickets through Dice. Ensure that both you and your buyer have completed the necessary steps before reaching out to Ticket Attendant to troubleshoot issues with fulfilling these tickets.

Please be aware that at the start of each season, we receive many requests to download and attach tickets.  We will attach them as quickly as possible, but we put a higher priority on near term events.

Due to our current hybrid work model and the scarcity of hard tickets we do not have daily UPS and Fedex pickups.

If you feel like there's an event or a situation where it's critical that we ship your tickets, we ask that you notify us of your needs at least two weeks in advance. Do not ship tickets to Ticket Attendant without approval. 

If necessary, sold tickets can be shipped to Ticket Attendant as long as they are sent no less than 2 weeks before the event date. Ticket Attendant will not be responsible for cancellations for tickets that were received within 2 weeks of the event date. If your event is coming up in the next two weeks, please reach out to support before shipping the tickets.

When shipping the tickets to Ticket Attendant you must ensure the tickets are POed and you must also include a shipping manifest containing:

1. Your client Loc number.

2. Date when the tickets were shipped.

3. A full list of tickets being shipped to Ticket Attendant.

The shipping manifests help us keep track of the tickets we received and ensure that all tickets sent are properly accounted for. Please email the shipping manifest to support@ticketattendant.com prior to sending the tickets and also include a printed copy of the manifest with the inventory.

Ticket Attendant does not provide Airbills for clients to ship tickets. Use the following address to ship tickets to Ticket Attendant:

Ticket Attendant

1625 N Damen Ave

Unit 2

Chicago, IL 60647

Once we receive the tickets in our Chicago office, we will mark the tickets in hand. Picture of in hand icon attached.

Mutual cancellation requests are usually made when there is either an error by the client in pricing the tickets or an issue with the tickets that is outside of the client’s control. Requests will first be assessed by Ticket Attendant and then by the exchange if it is relevant they review the request.

In instances where inventory has been sold with incorrect pricing, clients may reach out to Ticket Attendant to request that we coordinate with the exchange to negotiate a mutual cancellation. However, this is as far as Ticket Attendant can go in securing a mutual cancellation in this case.

Please remember, even in examples that are valid, Ticket Attendant will need proof of the issue.

Examples of the most common valid Mutual Cancellation Requests:   

• A client significantly misprices tickets. For example, pricing tickets at $100 instead of $1000, or $2 instead of $200. We can see this data ourselves rather than asking for proof.

• The primary seller has relocated a client’s seats to a different part of the venue.

• The primary seller has modified the delivery terms for the client’s order.

Examples of the most common invalid Mutual Cancellation Requests:   

• A client has tickets canceled for any reason.

• A client has made an error in POing their tickets (e.g., PO’d tickets for the wrong date or time).

• A client cannot find subs for an order   

Examples of some situations where certain exchanges may allow mutual cancels:   

• An event is delayed because of weather or artist issue and tickets get bought off the market very quickly at last minute prices.

• There is a drastic change in the market price because of a big event.

Exchanges are not guaranteed to accept or honor a mutual cancellation request and oftentimes will deny them. Likely outcomes include the exchange requiring that the order still be fulfilled and/or agreeing to cancel the order with the possibility of assessing a penalty against the seller. 

• If we find evidence that the cancellation was due to a Ticket Attendant error, we will take responsibility for the fault. 

• If we determine that the client was at fault, for example, by incorrectly POing tickets, we will notify the client of the cancellation and fault reason, and then apply a charge in accordance with the penalties issued by the exchange.  At this time, if the event has yet to take place, you may re-PO tickets if possible, but it is your responsibility to ensure that the new listing is accurate and any tickets provided are valid. Be aware that TicketsNow will invalidate Ticketmaster tickets, and you will need to get the tickets reissued from Ticketmaster.

If an event is canceled, you will not be paid for the order, and you should reach out to the primary from which you purchased the ticket(s) for a refund. 

If an event is rescheduled, postponed, or moved, it is ultimately up to the exchange and buyer if they will proceed with the order. If they elect to cancel, you will not get paid for this order. Mutual cancellation can be requested, but we cannot guarantee their decision. At this time, if the order does get canceled, and the event has yet to take place, clients may choose to re-PO tickets when possible, but it is your responsibility to ensure that the new listing is accurate and any tickets provided are valid.

• If we find evidence that the denied entry was due to a Ticket Attendant error, we will follow up with the exchange and take responsibility for the fault. 

• If it is in our judgment that the client was at fault for any reason, we will notify the client of the claim and fault reason, and then apply a charge in accordance with the penalties issued by the exchange.

• If we cannot find any evidence of clear fault, or the support needed to counter the allegations, the client will be expected to assist by providing additional evidence. Exchanges require hard evidence to refute denied entry claims. 

Ticket Attendant will email the client to notify them of the denied entry claim and the evidence that is required. 

• Supporting evidence includes, but is not limited to, a scan report from the venue or ticketing agent, or other written documentation from the venue, ticketing agent, or team representative. 

• If you do not participate and provide supporting evidence in a timely manner, you will be charged. 

• Once we have been provided with supporting evidence, we will review that evidence and evaluate if it meets the exchange’s requirements in such cases before following up with the exchange. We will send it to the exchange and follow up with you as needed. 

Please be aware that exchanges have differing deadlines and requirements, and it is up to each exchange’s discretion to make final judgment and enforce any penalties. Exchanges may contact us about denied entry claims at any point on the day of the event or after, sometimes it can take several weeks or months. Regardless of how long ago the event occurred, your cooperation is still required.

Account logins must be provided when a PO is requested.  Account logins must be kept up to date.  When we encounter an invalid password, we will reach out and expect to be provided with valid login credentials (full email address and password) in a timely manner.

You must provide up to date account logins for accessing your tickets.  Please login to your account to verify the credentials are accurate.  When sending the list of credentials, please provide the website or URL where the tickets are located (i.e. for NFL games, TicketMaster vs the Account Manager).

Please add all accounts and make sure credentials are included as exact matches within the Terminal Account Manager. If passwords change, you can update them directly in the Account Manager as well.

• Sales within 2 hours of the event are 2x as likely to be canceled as a same day sale earlier in the day. 

• Sales within 30 minutes of the event are 4x as likely and sales after the event starts are 8x as likely to be canceled.

• When we are within 2 hours of an event we have anywhere from a 15 to 30 minute (max) window to complete the order. Under 1 hour, that window shrinks to a max of 10 minutes with most exchanges.

Same Day Sales are defined as sales that take place on the same day as the event but more than 1 hour ahead of the event start time or sales that take place after business hours the day before the event. 

Ticket Attendant is beholden to the fulfillment requirements of the exchange where the tickets were sold. This means that the in-hand date no longer has an impact on the delivery window for Same Day Sales.

Exchanges’ guidelines and terms of service are subject to change without warning. We have seen exchanges develop stricter guidelines for their delivery windows. For example, Tick Pick’s same day policy was updated in March 2023 and requires that same day sales must be filled within 33% of the time between when the tickets sell and when the event starts. For example:

As you can see, this leaves little room for error and there is no obligation for exchanges to reach out to us in these cases.  

We see a variety of issues in this short time frame such as: tickets being locked, TM forcing password changes, slow/unresponsive sites, and tickets not being eligible for the sold delivery method. Unfortunately with only 10 minutes or less to deliver an order, any of these can result in cancellation and penalties.

Ticket Attendant will continue to do our best to automatically or manually fill any and all sales. However, Last Minute and Same Day Sales, we will take the following procedures:

• Automatically attempt to deliver any sale within 15 minutes of confirming the order (typically less).

• If delivery fails for any reason, we will notify you at your designated email.

• After being notified, assuming the order is still valid, you will be able to fulfill it through the Terminal Undelivered page or work with our operations team member to complete the order.

• If for any reason we are unable to complete the order and it is canceled, Ticket Attendant will do its best to notify you again and give you the chance to resell the tickets.

We do understand that Last Minute and Same Day Sales are unavoidable, but we do strongly encourage clients to push for earlier sales or accept the additional liability we continue to encounter.

Ticket Attendant will do our best to fulfill the order and communicate, but there is a greater likelihood that we will ultimately hold the client accountable for any issues that may arise. Liability may be passed on to clients at our discretion.

For tickets that have been delivered, Ticket Attendant will coordinate with exchanges, however replacements are subject to cancellation at the exchange’s and/or buyer’s discretion.

In addition to the details above, the following Rules & Guidelines are requirements for offering substitute tickets as set forth by Ticket Attendant. Please read them carefully.

• Clients must offer specific seats per order from exchanges through a FreshDesk request. This needs to be included in writing to Ticket Attendant.

• In most cases substitutes can only be offered once. If seats are rejected or no longer available, the chance of cancellation becomes much higher.

  • This also includes if substitutes are not yet owned.

• Clients must own and have unbroadcast any substitute tickets being offered within two (2) business days prior to the event.

• Ticket Attendant will not accept liability for any substitute ticket requests offered less than two (2) business days prior to the event.

• Ticket Attendant reserves the right to determine whether substitutes offered are worse seats/outside of the upgrade criteria.

• Clients are able to offer discounts on substitutes for seats that are of equal or lesser value than the original seats.

• Clients are responsible for providing accurate information throughout the substitute ticket process. Ticket Attendant will not accept responsibility for issues stemming from client error.

• Ticket Attendant will not acquire substitute tickets for clients.

Please consider the following Best Practices to ensure your substitute tickets are successful. These are not rules but rather helpful tips to keep in mind.

• Look for seats that do not require customer contact (upgrades) as soon as the original tickets are canceled.

  • Every exchange has their own rules, but in general, seats are typically considered upgrades when they are in the same section and up to 5 rows better and if the order is less than $1000. Tickets outside of this criteria will need to be approved by the exchange.

• All substitutes for NFL and NCAAF must also be approved by the exchange. 

  • In that event, please reach out to our Operations team so they can contact the exchange and seek approval.

• If seats cannot be found within the upgrade criteria, acquire tickets as far in advance of the event as possible and no fewer than 2 business days prior.

• Attempt to buy seats that are available immediately (Instant download/In hand) and are the same delivery method as the original tickets.

• Consider buying tickets from the same exchange that you sold the canceled seats. This ensures a single exchange will be involved throughout the process in the event that complications arise.

• If you have to offer comparable or worse seats, consider offering generous discounts to buyers as penalties for cancellations will often be more costly.

• TM+ orders must always get the exact seats offered. They cannot accept any other seats, even if the row is better, without getting the buyer’s approval. Submit substitutes and questions to TM in their support portal before transferring or uploading subs independently.