Organizer Policy
This document was last updated on
October 10, 2022.
1/ 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.
2/ Refund Requirements:
Once a Non-refundable badge is placed on a ticket at checkout you reserve the right to deny any refund request.
For tickets without a non-refundable badge, the buyer reserves the right to generate a refund request. Buyers MUST submit all refund requests to the organizer(s) during or no later than two (2) days after the
event, there will be absolutely no exceptions.
Approved refunds will be processed and credited to the credit/debit card used to purchase the ticket(s). Funds will be deposited to the buyers account within five (5) to ten (10) business days or per the
processing times of the financial institution. If the buyer(s) have not received their refund(s) within the specified timeframe, please notify them to contact their financial
institution.
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).
3/ Cancellations and Postponements:
Cancellation or Postponement of an event(s) is solely at the
organizer(s) discretion.
In the event of a postponement, it is the responsibility of the organizer(s) to notify all ticket holders via email. If a non-refundable badge was placed on your ticket, a postponement of your event VOIDS that non-refundable disclaimer, a buyer now reserves the right to request a refund. Access to the email platform is located under the attendee's function on the website.
In the event of a cancellation, it is the responsibility of the organizer(s) to ensure that all funds have been sent back to the buyers, and the ticket holder MUST be notified via email. All refunds will be credited to the ticket holder within five (5) to ten (10) business days or per the processing times of the financial institution.
Note: All service fees are non-negotiable and
non-refundable.
4/ 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.
A/ 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.
B/ 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.
5/ 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).
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).
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.
6/ 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.
7/ 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.
8/ 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.
9/ Printing and Shipping:
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.
10/ 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.