Frequently Asked Questions


ABOUT THE TICKET MERCHANT

I haven’t heard of The Ticket Merchant before, how do I know the tickets I’m purchasing are genuine?

 The Ticket Merchant is an Australian ticket marketplace, whereby people buy and sell tickets. We have been in the business of bringing our customers the best tickets in town for almost 10 years.

We only sell tickets provided to us by long-term, trusted Australian re-sellers that we personally know and can therefore guarantee the authenticity of every ticket sold.

We provide our customers with a 100% guarantee, if in the unlikely event that you don’t receive the tickets you paid for, you will be provided with a full refund.

Why are the prices on The Ticket Merchant different to that on other ticket websites? 

The Ticket Merchant is a ticket marketplace whereby people buy and sell tickets.

Tickets are sold at a price determined by our sellers and therefore ticket prices may be higher or lower than face value. Ticket price is driven by various factors including: popularity of the event, timing of the event and seating location.


BEFORE PURCHASING FROM THE TICKET MERCHANT

Is it safe to purchase tickets online?

Yes. We offer a secure checkout through PayPal or through our own secure credit card payment system that means we do not store any credit card information.

I want to purchase multiple tickets; will they be sat next to each other?

All multiple tickets purchased will be sat together in consecutive order. We will never provide reserved tickets that are not sat next to each other.

Where will I be sitting?

As The Ticket Merchant is a marketplace, each seller is required to display at least the category of the tickets they have on offer but do not have to display specific section/row or seat numbers. For example, if a seller lists A Reserved, the tickets allocated to you will be anywhere within this category. Please refer to the seating map for specific category locations.

 

ABOUT MY TICKETS

I have purchased tickets but haven’t received a confirmation email?

If you have not received a confirmation email, please check your junk folder as emails can sometimes be redirected there. Please add us to your safe contact list to ensure our emails are not redirected to junk.

You can also resend your confirmation email by logging into your account. Orders will be listed on the first page of your account, please click ‘view’ or your order number to be directed to your purchase. At the top of this page there will be a link to resend your confirmation email.

If you do not find your order, there may have been a problem with your purchase. Please contact The Ticket Merchant on info@theticketmerchant.com.au to confirm.

When will I receive my tickets?

Our sellers have until 7 days before the event to provide us with the tickets, however in the majority of cases this will occur much sooner. Once our sellers provide us with the tickets we will send you an email with a download link or a dispatch notice for hard copy tickets.

To check whether your tickets have been sent or are available to download, please log into your account. The tickets you have purchased will be listed on the first page of your account, please click on the order number or press ‘view’ to view your ticket order.

For hard copy tickets, the status of your order will be under ‘Ticket Tracking’. If your tickets have been dispatched, a ticket tracker link will also be present allowing you to track when your tickets will be delivered.

For e-tickets, if your tickets are available to download you will see a download link, clicking this will take you to a PDF that you can download and print – this is your ticket for the event.

It’s less than 7 days until the event and I haven’t received my ticket yet?

If you have not received your tickets and it is less than 7 days until the event you have purchased tickets for please contact us at info@theticketmerchant.com.au. We endeavour to reply to all emails within 24 hours.

What is my seat number?

As The Ticket Merchant is a marketplace, each seller is required to display the location of the tickets they have on offer but do not have to display specific seat numbers. Because of this, we are unable to confirm seating numbers at the time of booking and you will need to wait until your tickets have arrived for details on your exact seat numbers.

I made a purchase by mistake, what can I do?

Purchases from The Ticket Merchant are final and unfortunately we are unable to offer a refund in the event of an accidental order. However once you have made a purchase and received the ticket it is yours if you wish to re-sell via another platform.

The event I purchased tickets to has been postponed or cancelled – what do I do?

In the instance that your event is cancelled or postponed, we will contact you with this information as soon as we have the relevant details.

In the case of an event being postponed, tickets are usually valid for the postponed date. We will contact you by email letting you know the relevant details and any next steps necessary.

In the case of an event being cancelled we will update you as soon as possible with this information and you will be provided with a full refund.

I will be travelling to this event and will therefore not be at my delivery address in the run up to the event, how do I ensure I will receive my tickets?

On purchasing tickets there is the option to leave a note with your order. Please let us know your situation and we will contact our sellers to ensure your tickets arrive before your travel date. Alternatively please contact us via email at info@theticketmerchant.com.au.

Can I pick up my ticket instead of having it delivered?

Unfortunately we cannot offer a pick up service for tickets.

 

MY ACCOUNT

How do I reset my password?

If you have lost your password or would like to reset it, you can reset here. An email will be sent to you with a link to reset your password, follow this link and enter your new password.

I need to change my delivery or billing address, how do I do this?

If you want to change your details, please sign into your account on our website and visit the ‘my account’ section.

If you need to change your delivery address after purchasing a ticket, please contact us on info@theticketmerchant.com.au.

I have a question not covered by the FAQs, how can I contact you?

The best way to contact The Ticket Merchant is via email at info@theticketmerchant.com.au. We endeavour to reply to all emails within 24 hours