Dispute Resolution

How we handle and resolve transaction disputes.

Important

Do not confirm receipt until you have verified your ticket.

Once you confirm, funds are released and the transaction cannot be reversed.

When to raise a dispute

  • You paid but did not receive a ticket within a reasonable time.
  • The ticket you received is invalid or not as described.
  • The seller is unresponsive after payment was made.
  • You received a ticket for the wrong event, date, or seat.

How to raise a dispute

  1. Go to your Deal Room for the transaction in question.
  2. Do not click "Confirm receipt".
  3. Click "Raise a dispute" and describe the issue.
  4. Upload any supporting evidence — screenshots, photos, messages.
  5. Our team will contact both parties within 24–48 hours.

Our investigation process

When a dispute is raised:

  • Both parties are notified and given the opportunity to submit evidence.
  • Our team reviews all evidence impartially.
  • We may request additional information from either party.
  • A decision is issued within 5 business days.
  • Funds are released or refunded based on our findings.

Outcomes

Buyer wins: Full refund issued. Seller account reviewed.

Seller wins: Funds released to seller. Buyer dispute closed.

Partial resolution: In rare cases, a partial refund may be agreed upon.

Seller fraud

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

Contact

For dispute support: disputes@tikiberry.co.za