HELP FOR BUYERS
Who are the owners of these tickets?
The tickets listed for sale on FanXchange are owned by other fans just like yourself. FanXchange provides a safe and secure website to buy and sell tickets to events across North America.
What is included in FanXchange’s commissions?
FanXchange charges buyers a 10% Processing fee on all purchases and a 10% commission to sellers when their tickets have sold. This allows us to deliver a safe and transparent marketplace and to provide a passionate team of people dedicated to customer service. It also covers all our buyers with our FanX Guarantee. To read more about our 100% customer satisfaction guarantee, click here.
Why are the seat numbers not shown on any of the listings?
Listing seat numbers is a privacy concern for many sellers. Displaying the seat numbers would make many sellers unable to sell their tickets on FanXchange and that would reduce selection available for purchase.
When is my credit card charged?
Once a buyer completes an order FanXchange pre-authorizes the amount of each order. Your credit card is not charged until the seller has confirmed the order.
I have received confirmation of my order, how do I know it has been processed?
You should receive an email from us confirming your order shortly after completing the checkout process. If you cannot see an email from us, please check your junk mail box as it may have been diverted there as spam. If you still cannot find it then please contact our customer service department by email at support@FanXchange.com or toll free at 1-866-970-3269.
What payment options does FanXchange offer?
We accept all major credit cards (Visa, MasterCard and American Express).
I’m nervous about online transactions; how do I know I am protected?
FanXchange uses SSL encryption to ensure that your information stays private. We have been verified by Geotrust. Click here to verify our SSL security certificate.
Will my tickets arrive on time?
The FanX Guarantee commits us to getting your tickets to you in time for the event. If for some reason your tickets do not arrive in time for the event we will refund you 100% of what you paid for your tickets. To read more about our 100% customer satisfaction guarantee, click here.
I purchased my tickets a couple weeks ago, when will they arrive?
We guarantee your tickets in time for the event. The actual ship date of your order depends on when the seller receives the tickets. Promoters of the events sometimes send the tickets 1-2 weeks prior to the event. You can check the status of your order at anytime by logging into your account.
What is market value?
Market value is the price that buyers are willing to pay for a ticket to a specific event. It may be more or less than the price printed on the ticket. ***FanXchange is not the seller of the tickets on the website, tickets can be sold for more than face value for events.***
When would a ticket sell below the price printed on the ticket?
If the supply is greater than the demand, prices will may below face value.
What is your FanX Guarantee?
Once a buyer receives a "Confirmation" email from FanXchange, we guarantee the authenticity of all tickets and that you will receive the tickets you requested in time for the event. If for some reason you do not receive the tickets you purchased, FanXchange will provide you with new tickets comparable or better to the tickets you purchased online; or, we will provide a full refund, less shipping costs.
Can I cancel for any reason after I place an order?
No. All orders are final once you have requested the tickets.
What if my tickets are lost or stolen?
Make sure you keep your tickets in a safe and secure place. At no point can we re-issue new tickets.
If an event is canceled in its entirety and is not rescheduled, how is it handled?
If an event is cancelled but has a rescheduled date, at no point do we refund any orders. We do issue refunds if an event is cancelled and is not rescheduled. Tickets must be returned within 15 days of the scheduled event in order for a refund. Shipping costs are non-refundable.
30 Duncan Street Suite 602.
When will my listing expire?
Your listing will expire within three (3) days of the event if your tickets are hard/physical tickets. This is to allow enough delivery time. Electronic (eTicket) listings expire within 24 hours of the event. If your are not a resident of the city where the event takes place, you can send your tickets to us on consignment (Last Minute Local Deal - LMLD) which will allow you to have you tickets posted up to an hour before the event.
*LMLD are only available for certain cities.
What if I cannot find my event?
If you have tickets to an event and FanXchange does not have the event listed, please fill out our event request form with the event and date and we will get back to you within 48 hours.
How do I purchase Tickets?
To purchase tickets, click on the event you are searching for, once you have found the seats you wish to purchase, select the quantity of seats and contiue through the checkout process.
When will my credit card be charged?
Your credit card will be charged when the seller confirms the sale of the tickets. This is done so that when the order is delivered, FanXchange can pay the seller for the transaction without delay. Lastly, when the seller confirms the sale of the tickets, your order is then backed by the FanX Guarantee, which completes the sale.
What if no one is selling the tickets that I want?
If you cannot locate the seats your searching for, we encourage you to contact our sales team sales@fanXchange.com or toll free at 1-866-970-3269 and one of our fully trained sales representatives will be glad to help you locate the seats you are looking for.
Why can't I buy tickets less than 72 hours prior to the event?
Seats listed on FanXchange are taken down 72 hour prior to the event so that tickets can be processed and shipped prior to the event. In some cases (for certain cities), we offer Last Minute Local Deals (LMLD). If you cannot find the event you are looking for within the 72 hour window, please do not hesitate to contact our sales team sales@fanXchange.com or toll free at 1-866-970-3269 and one of our representatives will happily assist you.
How safe is my credit card and purchase information?
Where can I find the status of my order?
You can view the status of your orders by logging into your account and viewing your order history.
What shipping methods does FanXchange use?
We only use FedEx. We use FedEx because this allows FanXchange, as well as buyers ans sellers to track each order. All tickets are sent Priority Shipping (once the tickets are shipped they will arrive the following business day). You can track your order in your account as our payment system is fully integrated with FedEx.
Verification for orders over $1000?
For any order over $1000, the buyer is required to fill out a credit card authorization form as well as provide a copy of both front and back of the credit card and a piece of photo identification at the request of FanXchange.com.
What happens if I buy tickets and there is an NHL Strike/Lockout?
If there is an NHL Strike or Lockout and games are cancelled or rescheduled all sales for the event will be cancelled by FanXchange and you will be given a full refund (including fees).
HELP FOR SELLERS
How long do I have to confirm the sale?
You have 48 hours to confirm your order. Please confirm as soon as your tickets have been sold. If you d not respond within 48 hours FanXchange reserves the right to cancel the order and replace them with other seats.
What happens if I cannot confirm my order?
If you cannot fulfill your order because your tickets are no longer available please log into your account and cancel the order. Please note: This may affect your Seller rating. Should this occur frequently, FanXchange reserves the right to terminate your account and collect on all pending transactions thereof.
Can I confirm an order without having tickets in hand?
Yes, but we require that you let us know what date they can be shipped out.
Orders that cannot be shipped by the date you have specified will automatically be cancelled and your Seller rating will be adversely affected.
Do I have to use FedEx to ship my order?
Yes, all orders must be shipped via FedEx. The buyer pays for the shipping so it is free for all sellers. This system also allows FanXchange and the buyer track each order.
How do I receive the Fedex shipping label?
Once the order has been confirmed our system will automatically generate a FedEx waybill, which will be available in your account. All you have to do is print and ship. You can regenerate the waybill at anytime by logging into your account.
Why is an account needed?
You need only set up an account when you wish to list, sell or buy tickets. Unregistered users may browse the site, event details and all available tickets without an account.
Why is it required to have a credit card on file to sell tickets?
FanXchange uses the Paymentec credit card processing network, which will verify your name, billing address and other pertinent information. This protects our users against anyone attempting to sell fraudulent tickets. If someone were to attempt this, we would then charge their credit card for the cost to purchase the buyer comparable or better tickets. It is a way for us to protect the buyer.
Is my information safe and secure with FanXchange?
Yes, your personal information and transaction records are always safe and secure. We use the latest encryption technology to protect your information and privacy.
Does it cost anything to list my tickets with FanXchange?
Listing tickets/seats are FREE. Once your seats have sold, FanXchange deducts 10% of the total selling price for fees outlined in the Sales Terms. Seven days after you send the tickets you may Cash Out your order by logging into your account and a cheque will be mailed.
How do I get paid when I sell my tickets?
Seven (7) days after you send the tickets you may Cash Out your order by logging into your account and requesting the proceeds from your sale. A cheque will then be mailed via Canada Post.
Do I have to pay tax on my tickets sold?
Canadian residents are required to pay their Provincial tax rate only on the selling fee (10%) that is charged when their tickets sell.
When do I have to ship my tickets?
All orders must be shipped by the date you have previously specified. If you ship later than the this date, you will be billed for the sale price and your Seller rating will be negatively affected.
What is your refund policy?
There are no cancellations. The only way we issue refunds is if the event is cancelled and has not set a new date. We require that you send back your tickets within 15 days of the event in order to receive your refund
Once I select my seats are they reserved?
No, not until the seller has confirmed the order, your credit card will not be charged until the order has been confirmed.
What if I buy tickets and the seller doesn’t have them anymore?
The FanXchange team will work diligently to find you tickets that are equivalent or better to the seats you originally purchased.
How can I guarantee my seats will arrive in time for the event?
Our Fanx Guarantee ensures that you will receive your tickets in time for your event or we will refund you 100% of your purchase price.
Will my seats be all together?
Yes, we ensure that your seats will be side-by-side unless it is stated otherwise. If this is not the case, once you have received your tickets, please call our customer service line at 1-866-970-FANX (3269).
I received my order, but I received different seats from what I purchased?
If you received tickets that do not match your order, please give call us right away at 1-866-970-3269. This is very rare, but rest assured you are covered under FanX Guarantee and we will do everything in our power to resolve the issue satisfactorily.
How long do I have prior to the event to list my tickets?
No new tickets can be listed 72 hour prior to the event.
When does my ticket listing expire?
Hard ticket listings that do not sell are automatically taken down from the site 72 hours prior to the event. Electronic Tickets (E-Tickets) remain active up to 24 hours prior to the event start time. This is done in order to give you enough time to send the tickets to the buyer.