Dispute Resolution

How we handle and resolve transaction disputes.

Important

You have 30 minutes from the moment the seller marks the ticket as transferred.

Confirm receipt, raise a dispute, or the payment auto-releases to the seller.

When to raise a dispute

Raise a dispute in your Deal Room within the 30 minute confirmation window if any of the following are true:

  • The ticket never arrived at the transfer destination you provided.
  • The ticket you received is invalid, counterfeit, or not as described.
  • You received a ticket for the wrong event, date, or seat.
  • The seller marked the ticket as transferred but nothing has actually happened.

How to raise a dispute

  1. Go to your Deal Room for the transaction in question.
  2. Do not click "I received the ticket".
  3. Click "I haven't received the ticket — raise dispute".
  4. Briefly describe the issue.
  5. The deal is frozen and the payment release is paused.
  6. Both parties are notified by email.

Evidence we may request

Once a dispute is raised, we may ask both parties to provide:

  • Seller: proof of transfer — the forwarded confirmation email from the ticketing platform (Ticketmaster, Webtickets, Howler, Quicket, TicketPro, or Computicket), or a screenshot showing the transfer was made to the correct email.
  • Buyer: a screenshot of your ticketing platform inbox showing the ticket did not arrive.

Send evidence to disputes@tikiberry.co.za, quoting your Deal ID.

Our investigation process

  • Both parties are notified within minutes of a dispute being raised.
  • Our team reviews all evidence impartially.
  • We may request additional information from either party.
  • A decision is issued within 24 hours in most cases; complex disputes may take up to 5 business days.
  • Funds are released or refunded based on our findings.

Outcomes

Buyer wins: full refund issued. Seller account reviewed. Repeat offences result in permanent suspension.

Seller wins: funds released to seller. Buyer dispute closed. Bad-faith disputes may result in buyer account review.

Partial resolution: in rare cases, a partial refund may be agreed upon (e.g. wrong seat, but valid ticket to the correct event).

If you missed the 30 minute window

If you didn't raise a dispute in time and payment has already auto-released, you may still report the issue to disputes@tikiberry.co.za within 24 hours. We will investigate every report, but recovery after auto-release depends on funds availability and cannot be guaranteed.

Seller fraud

If a seller is found to have listed fraudulent tickets, their account will be permanently suspended, they will be blacklisted from the platform, and the matter may be referred to the South African Police Service.

Contact

For dispute support: disputes@tikiberry.co.za