🤨 My refund is incomplete

Did you receive a refund, but the amount that appeared in your account or statement is less than what you paid?

This can happen for different reasons, depending on the type of refund and payment method.

👉 Why did I receive a lower amount?

The refund amount may vary depending on the reason for the refund, type of purchase, or payment method. Check below for the situation that most closely matches your case:

• My refund came from a resale
• I used a promo code
• I paid in installments
• Only some of my tickets were refunded
• My refund was due to an event cancellation, postponement, or change
• The amount still doesn't match what I expected

👉 My refund came from a resale

When a ticket is sold through Shotgun's resale, the amount received may be less than the amount originally paid because some fees are nonrefundable.

The original service fee isn't refunded because it covers services provided at the time of purchase, such as secure payment processing, ticket issuance and verification, and transaction processing.

In addition, specific fees may apply for using tools such as resale or the waitlist. These fees may also be nonrefundable.

In the case of a resale, the exact amount you'll receive is shown before you confirm listing the ticket for sale.

To better understand how fees work and when they apply, see 💲Shotgun fees.

👉 I used a promo code

If you used a promo code, the discount amount wasn't actually charged in the purchase.

Therefore, the refund is based on the amount that was actually paid, not the ticket's original price before the discount.

When applicable, the promotional code used may be credited back to your account, with the original terms of use maintained, such as its validity period and related event.

👉 I paid in installments

The automatic refund may be limited to the first installment's amount, even if you paid in full. The remaining installments need to be refunded separately.

To do so, contact the Shotgun Care team.

What we need from you

• your order number
• the total amount paid
• the last 4 digits of the card used for purchase
• the amount received

👉 Only some of my tickets were refunded

If your order included more than one ticket, only some of them may have been refunded. This depends on the reason for the refund.

In the case of a resale, only tickets that were actually sold are refunded. The others remain valid.

In cases of an event cancellation, postponement, or change, the refund is defined and carried out by the organizer. To understand how this works, see the section below.

👉 My refund was due to an event cancellation, postponement, or change

When a refund occurs because of an event cancellation, postponement, or change, the organizer is responsible for defining and issuing the refunds.

In these cases, the organizer may decide which tickets will be refunded, under what conditions, and whether service fees will also be included.

As a rule, service fees are nonrefundable. If the organizer decides to refund them as well, that amount must be requested directly from them.

Therefore, if you received a refund without the service fees and want to request a refund of that amount, contact the organizer directly to make this request.

You can contact the organizer through your ticket: 📨 How can I contact the event organizer?.

👉 The amount still doesn't match what I expected

If none of the situations above explains the difference, contact the Shotgun customer support team so we can review your order and the refund issued.

To investigate, send us:

• Order number
• Amount paid for the purchase
• Amount you received
• Payment method used
• If you paid by card, the last 4 digits of the card
• If available, a receipt or screenshot showing the amount received

⚠️ Never send your full card number, CVV, password, or other sensitive payment information.