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2023-11-16

1/5

Auto-cancellation of orders

"My order was auto-cancelled within 1/2h of it going through. I got an email "This email is to notify you that your order #******* has been submitted for cancellation." I reached out to support and learned that "There was some difficulty associating the info on file directly to you as the cardholder via public records, so it was cancelled automatically by the system to prevent against unauthorized activity." what kind of public records need to be checked for a card order?!? Are we going to have to submit social media profiles, SSNs and a proof of address to place ticket orders now? I followed support's advice (who were wonderful and did everything they could to help me out) - we placed a total of 4 orders, including 2 orders placed directly by support staff themselves. We tried switching cards, etc. Every single one of those orders was auto-cancelled and no one could help. Today I have no tickets and prices have gone up by quite a few dollars since I started. **** for me I guess. The ticketing industry is bad enough as it is with hidden fees, price-gouging, scalpers, events that sell out in minutes... let's not make the experience worse than it already is. Shoutout to support for helping me as much as they did, the issue is somewhere else. I'll be taking my business elsewhere, I've wasted enough time with vividseats."

vivid.seats from Vivid Seats has responded

Posted Feb-06-2024

Hello! We completely understand how having an order cancelled can be frustrating, and we appreciate you taking the time to share your experience. We would like to provide a bit of insight on our platform in hopes of providing a better understanding of why your order was cancelled and why we have our verification process. Our goal is to ensure a safe and secure platform for you and anyone who may purchase with us, and this is why all orders are subject to being screened through verification. While we understand that it can be a frustrating experience, especially when resulting in a cancellation, this is just to ensure that all transactions are secure and to prevent any protentional unauthorized activity. It is never our intention to make the experience difficult for you or anyone who may experience an unexpected cancellation due to these reasons. We apologize for the frustration that you may have experienced, and we hope that this information helps clarify the reasons why we have this system in place. Thank you for taking the time to provide some feedback!

Reviewer Since Nov 2023

1 review(s)

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