What to Do: An event cancelled with no refund provided

Key takeaways

• You typically have only 60 days from your credit card statement date to file a dispute under federal law
• Document everything: purchase confirmation, cancellation proof, and all marketplace communications
• Contact the marketplace first, but don't wait long—escalate quickly if they deny your refund
• Credit card disputes are often your strongest tool, but you must act before the deadline
• A claims service can help navigate the process, though recovery is never guaranteed

Your Rights When an Event Is Cancelled

Under basic consumer protection principles, when you purchase tickets to an event that is later cancelled, you are generally entitled to a refund. However, secondary marketplaces operate differently than primary ticket sellers, and their refund policies vary widely.

Many secondary marketplaces claim they are simply facilitating a sale between you and a third-party seller, which they may use to argue they are not responsible for refunds. Despite these claims, you still have protections under federal law, including the Fair Credit Billing Act if you paid by credit card, and potentially state consumer protection laws.

The key issue is often whether the marketplace itself has any obligation to refund you, or whether that obligation rests solely with the individual seller who may be difficult or impossible to reach.

Essential Documentation and Evidence

Gather all documentation immediately. Save your purchase confirmation email, receipt, and any communication with the marketplace. Take screenshots of the marketplace listing showing what you purchased, including any guarantees or promises made at the time of sale.

Document the cancellation itself with screenshots from the event organizer's website or official announcements. Save any emails or notifications you received about the cancellation. If the marketplace sent you any messages about the cancellation or refund policy, preserve those as well.

This evidence is critical because you may need to prove what was promised to you at purchase, that the event was genuinely cancelled, and that you attempted to resolve the issue with the marketplace before escalating to a chargeback or legal claim.

Critical Timelines and Deadlines

Time is your biggest constraint. If you paid by credit card, you typically have 60 days from the date the charge appeared on your statement to file a billing dispute under the Fair Credit Billing Act. Some card issuers may have longer windows or accept disputes beyond this period, but 60 days is the federal minimum protection.

This deadline is firm and non-negotiable for federal protections, which is why you must act immediately when a marketplace refuses a refund. If you wait too long to dispute the charge, you may lose your strongest recovery option.

Even if you're still communicating with the marketplace, start tracking your deadline now. Do not assume that ongoing discussions will extend your dispute window.

Step-by-Step: What to Do Now

First, contact the secondary marketplace directly through every available channel—customer service portal, email, and phone if available. Clearly state that your event was cancelled and you are requesting a full refund. Keep records of every interaction, including dates, times, names of representatives, and what they told you.

If the marketplace denies your refund request or fails to respond within a few business days, escalate in writing. Send a formal complaint that references your purchase, the cancellation, and their refund denial. Request a written explanation of why they believe they are not obligated to refund you.

If you still do not receive a satisfactory resolution, file a dispute with your credit card company immediately. Provide them with all your documentation. You can also file a complaint with your state attorney general's office and the Better Business Bureau, though these avenues typically take longer and may not directly recover your money.

• Contact the marketplace immediately with a clear refund request
• Document every interaction and response (or lack of response)
• Escalate to a formal written complaint if initially denied
• File a credit card dispute before your deadline expires
• Consider complaints to state authorities and the BBB as supplementary actions

How a Claims Service Can Help

Claims services like TickHelp specialize in navigating disputes with secondary marketplaces. They understand the specific policies of different platforms, know what evidence is most persuasive, and have experience with the dispute process that most consumers lack.

A claims service can handle communication with the marketplace, prepare and submit credit card disputes with proper documentation, and ensure you meet all critical deadlines. They can also advise whether you have additional options under state law or through other channels.

While no service can guarantee recovery, professional assistance can significantly improve your chances by ensuring your claim is properly documented and pursued through the right channels before time-sensitive deadlines pass.