Help for ticket buyers who have received a refund

NOTE: Please do not contact Line-Up regarding refund requests or queries.  All refunds are handled and processed by the ticket seller directly.  Please contact the ticket seller you purchased from via the details on their website if you have any questions regarding refunds.

If you have received a refund from a ticket seller using the Line-Up system, but you have not seen it on your bank or credit card statement, please follow these steps.

Please be aware that refunds typically take between 5 - 10 working days to be processed and show on your bank or credit card statement.  We would advise however giving it a few more days, up to 15 working days, just in case there have been any unforeseen delays processing it.

Here are the key points to consider if you think you have not received your refund:

• Firstly check the time frame - has it been longer than 15 working days, accounting for any holidays since you received the refund confirmation email?
• It is worth double checking that you reviewed the correct statement - for example you may be checking your bank statement but paid with a credit card.  The refund will go back to the card that you paid with.
• Check the card expiry date - If the card has expired, the refund should automatically go to the replacement card but you may need to check this with your bank/credit card provider.
• Reversals - sometimes the refund will take the form of a reversal, meaning the original payment will simply no longer show on your bank/card statement and the balance will show as though the charge never occurred.  It is therefore worth checking if the original transaction is still on the statement of the card you paid with.  If there has been a reversal then the original charge will no longer show on the statement.  If it looks like this may have happened you can contact your bank for confirmation.

If you have gone through the above and you think the refund has still not come through, then please contact the ticket seller directly via the details on their website and ask them to check the status of the refund via their payment processor to ensure the refund was processed correctly.

The ticket seller will be able to confirm the status of the refund, and if it has been processed correctly then you should contact your bank or credit card provider (whichever you paid with) to find out more as it has been fully processed by the ticket seller so your bank will then need to advise you further.