HELP FOR BUYERS

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’s 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 can’t find it then please contact our customer services department by email at support@FanXchange.com.

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’m 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 don’t 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 the 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.

When would a ticket sell below the price printed on the ticket?
If the supply is greater than the demand, prices will usually drop, sometimes 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'll receive the tickets you requested in time for the event. If for some reason you don’t 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 confirmed the order. 

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. All shipping cost are not refundable.

Ship to:
FanXchange
Attn: Refunds
30 Duncan Street Suite 602.
Toronto, Ontario
M5V 2C3

When will my listing expire?
Your listing will expire within three (3) days of the event. This is to allow enough delivery time. If your tickets are for an event that is in your same city and hasn’t sold within the 3 days of the event, you can have them uploaded for all last minute local deals which will run up to an hour before the event.  If your not a resident of the city where the event takes place, you can send your tickets to us on consignment which will allow you to have you tickets posted up to an hour before the event.
*Last minute local deals are only available for certain cities.

What if I can’t 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 your searching for, once you’ve found the seats you wish to purchase, select the quantity of seats. In some cases some listing will even accept BEST OFFERS.  Best offers give buyers the ability to offer whatever price they feel comfortable paying. By offering your price doesn’t guarantee that you get the seats you selected at that price. The seller must accept or decline the offer.

What Tickets can I make an offer?
You can make an offer on all listings with the words “Best Offer” tab below the buy tab.

What happens when I make an offer?
At the time of making the offer, FanXchange requests authorization from your credit card company for the complete purchase price of the tickets plus shipping charges and service fees. Any offer that you make is binding agreement to buy tickets, subject to acceptance by the seller. If the seller accepts, your credit card will be charged the complete amount.

How do I know when a seller has responded to my offer?
Once you put in your offer the seller will receive e-mail notification of the offer. Once the seller responds to the offer you will receive an E-mail back stating the seller has accepted or rejected your offer. The seller has 24 hours to respond to the offer, if no response the offer will expire and you can pursue other seats.

What payment options do you offer?
We accept all major credit cards.  Visa, MasterCard, and American Express, as well as PayPal.

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, it is done because 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 can’t locate the seats your searching for, we encourage you to contact our sales team sales@fanXchange.com and one of our fully trained sales representatives will be glad to help you locate the seats your 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. If you can’t find the event you’re looking for within the 72-hour window, please don’t hesitate to contact our sales team sales@fanXchange.com and one of our representatives will happily assist you.

How safe is my credit card and purchase information?
We work diligently to protect the personal information and transaction records of our customers. All credit card information is handled industry leader PaymentTech payment processing services. For further information, please read our Privacy Policy. The FanXchange website is secured with SSL encryption technology from Geotrust.

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. You can track your order in your account as our payment system is fully integrated with FedEx.

Verification for orders over $1500?
For any order over $1500, the buyer is required to fill out a credit card autorization 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.

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 don’t respond within 48hours, 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 reserve 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 user 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 will protects our users against anyone attempting to sell fraudulent tickets. Were someone 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. Then, you may Cash Out.

Best Offer?
This is simply an alternate option to a fixed price listing. As a seller, you will have the option to accept offers on tickets that you have listed. You have the ability to counter or decline any offer received.

Do I have to pay tax on my tickets sold?
Only Ontario residents are required to pay GST (5%) on the fees that are charged when your 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. Only way we issue refunds is if the event is cancelled and hasn’t 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’ve 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-FANX (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.

When does my ticket listing expire?
Ticket listings that do not sell are automatically taken down from the site 72 hour prior to the event. This is done in order to give you enough time to send the tickets to the buyer.