SOLD TICKETS VIA AXS

Rooster_Norwich

We were due to go to the GENESIS Concert at the O2 on Nov 29th 2020. The gig has not been cancelled we just chose not to go.
We successfully sold our tickets through the AXS website quite quickly and have a credit balance on the AXS website minus a ridiculously high £60.00 charge for selling 4x tickets back through their own website.
AXS will not transfer the balance to our account though until 10 days after the event has happened, meaning that not only are they holding our payment but also the payments for the people who also bought our tickets we sold, in effect they have been paid twice for the same tickets. Even though I have confirmation that the tickets are sold to someone else, AXS are refusing to refund me until after the gig that we are no longer going too. Ive tried everything but because we paid via their website direct transfer we cant even do a charge back via the Bank.
DO we have a legal right to a refund immediately seeing as we have sold the tickets and they have confirmed this, I would have thought the contract for those tickets would be transferred to the new buyer. 
This also means that if the gig is cancelled until 2021 or later, we still dont get a refund until 10 days after the gig meaning AXS hold all that money and interest for that period of time at our financial loss and disadvantage.
You cant speak to a manager or a supervisor at all at AXS and the customer support just cut n paste the same answer to you over and over. AXS have a 2* rating on TRUSTPILOT.

What can I do to get my money back, its a lot of money I need in my account and not in AXS's.

soolin

Unfortunately that hold is fairly usual and it was in the Ts and Cs quite prominently 

“Once added, your payment will reach your designated bank or PayPal account within 10 days after the event date.“

if you follow the link it goes on to say “ In line with industry standards, if you have sold a ticket for a re-scheduled event, you will still get paid 10 working days post the event performance date, as per the original terms and conditions.

This is to make sure we provide total safety and security for both our buyers and sellers. It allows us to resolve any issues that may crop up between the sale and event date that might affect your payment, like an event change or cancellation.”

Please find out more in our Purchase Agreement HERE

Aylesbury_Duck

Rooster_Norwich said:

We were due to go to the GENESIS Concert at the O2 on Nov 29th 2020. The gig has not been cancelled we just chose not to go.
We successfully sold our tickets through the AXS website quite quickly and have a credit balance on the AXS website minus a ridiculously high £60.00 charge for selling 4x tickets back through their own website.
AXS will not transfer the balance to our account though until 10 days after the event has happened, meaning that not only are they holding our payment but also the payments for the people who also bought our tickets we sold, in effect they have been paid twice for the same tickets. Even though I have confirmation that the tickets are sold to someone else, AXS are refusing to refund me until after the gig that we are no longer going too. Ive tried everything but because we paid via their website direct transfer we cant even do a charge back via the Bank.
DO we have a legal right to a refund immediately seeing as we have sold the tickets and they have confirmed this, I would have thought the contract for those tickets would be transferred to the new buyer. 
This also means that if the gig is cancelled until 2021 or later, we still dont get a refund until 10 days after the gig meaning AXS hold all that money and interest for that period of time at our financial loss and disadvantage.
You cant speak to a manager or a supervisor at all at AXS and the customer support just cut n paste the same answer to you over and over. AXS have a 2* rating on TRUSTPILOT.

What can I do to get my money back, its a lot of money I need in my account and not in AXS's.

So many questions/observations:

• Do the terms of your original ticket purchase permit you to re-sell the tickets?
• Presumably you agreed to the "ridiculously high" selling charge before confirming?
  
• If they have a 2* rating, why did you sell through them?
• It's absolutely sensible that they keep your money until after the event.  What happens if the new owner arrives at the venue and is refused entry because theirs is not the name on the ticket?  They will pursue AXS who in turn, will keep your money.  If they pay you now, there's no insurance for them if the new owners are refused entry.
• It's also in their terms and conditions (which you agreed to) that they will hold your money until after the event.

Before you start worrying about the legal rights AXS may or may not have to act in this way, you need to look at whether you had a legal right to sell the tickets in the first place.  I suspect you didn't.  If you did, then the terms of your contract with them are clear.

Rooster_Norwich

Aylesbury_Duck said:

Rooster_Norwich said:

We were due to go to the GENESIS Concert at the O2 on Nov 29th 2020. The gig has not been cancelled we just chose not to go.
We successfully sold our tickets through the AXS website quite quickly and have a credit balance on the AXS website minus a ridiculously high £60.00 charge for selling 4x tickets back through their own website.
AXS will not transfer the balance to our account though until 10 days after the event has happened, meaning that not only are they holding our payment but also the payments for the people who also bought our tickets we sold, in effect they have been paid twice for the same tickets. Even though I have confirmation that the tickets are sold to someone else, AXS are refusing to refund me until after the gig that we are no longer going too. Ive tried everything but because we paid via their website direct transfer we cant even do a charge back via the Bank.
DO we have a legal right to a refund immediately seeing as we have sold the tickets and they have confirmed this, I would have thought the contract for those tickets would be transferred to the new buyer. 
This also means that if the gig is cancelled until 2021 or later, we still dont get a refund until 10 days after the gig meaning AXS hold all that money and interest for that period of time at our financial loss and disadvantage.
You cant speak to a manager or a supervisor at all at AXS and the customer support just cut n paste the same answer to you over and over. AXS have a 2* rating on TRUSTPILOT.

What can I do to get my money back, its a lot of money I need in my account and not in AXS's.

So many questions/observations:

• Do the terms of your original ticket purchase permit you to re-sell the tickets?
• Presumably you agreed to the "ridiculously high" selling charge before confirming?
  
• If they have a 2* rating, why did you sell through them?
• It's absolutely sensible that they keep your money until after the event.  What happens if the new owner arrives at the venue and is refused entry because theirs is not the name on the ticket?  They will pursue AXS who in turn, will keep your money.  If they pay you now, there's no insurance for them if the new owners are refused entry.
• It's also in their terms and conditions (which you agreed to) that they will hold your money until after the event.

Before you start worrying about the legal rights AXS may or may not have to act in this way, you need to look at whether you had a legal right to sell the tickets in the first place.  I suspect you didn't.  If you did, then the terms of your contract with them are clear.

• Do the terms of your original ticket purchase permit you to re-sell the tickets?
  Yes you can sell or transfer your tickets- they actually prefer you to sell through them as they then take a fee for doing so.
  
  
• Presumably you agreed to the "ridiculously high" selling charge before confirming?
  It was never made clear just what the charge would be just that there would be a fee
  
  
• If they have a 2* rating, why did you sell through them?
  
  I found out about the 2* rating AFTERWARDS, there was no reason to doubt them up until the point where I noticed the funds for the sale had not been transferred to my account. But they have an 85% poor rating and multiple occurrences where they have refused to pay out even after an event has happened. Go have a read.
  
  
• It's absolutely sensible that they keep your money until after the event.  What happens if the new owner arrives at the venue and is refused entry because theirs is not the name on the ticket?  They will pursue AXS who in turn, will keep your money.  If they pay you now, there's no insurance for them if the new owners are refused entry.
  
  As an event organiser myself I appreciate this BUT they have received the money from the persons who bought my tickets, so they can release my funds now at no financial loss. In fact they are retaining BOTH payments. What happens if the event is postponed to 2021 or 2022, am I expected to wait for that long to get a payout on tickets I have legitimately sold  through AXS themselves to an event I am not attending.
  
  
• It's also in their terms and conditions (which you agreed to) that they will hold your money until after the event.
  
  Agreed but I have now sold my tickets to another person via AXS who have confirmed the sale and also the additional payment - why should I then still be held liable for an event that I am no longer attending and have sold my tickets and contractual terms to another person via AXS themselves?
  Theres no reason for them to hold onto my money is there as they've already taken another payment for the same tickets.

Aylesbury_Duck

Rooster_Norwich said:

Aylesbury_Duck said:

Rooster_Norwich said:

We were due to go to the GENESIS Concert at the O2 on Nov 29th 2020. The gig has not been cancelled we just chose not to go.
We successfully sold our tickets through the AXS website quite quickly and have a credit balance on the AXS website minus a ridiculously high £60.00 charge for selling 4x tickets back through their own website.
AXS will not transfer the balance to our account though until 10 days after the event has happened, meaning that not only are they holding our payment but also the payments for the people who also bought our tickets we sold, in effect they have been paid twice for the same tickets. Even though I have confirmation that the tickets are sold to someone else, AXS are refusing to refund me until after the gig that we are no longer going too. Ive tried everything but because we paid via their website direct transfer we cant even do a charge back via the Bank.
DO we have a legal right to a refund immediately seeing as we have sold the tickets and they have confirmed this, I would have thought the contract for those tickets would be transferred to the new buyer. 
This also means that if the gig is cancelled until 2021 or later, we still dont get a refund until 10 days after the gig meaning AXS hold all that money and interest for that period of time at our financial loss and disadvantage.
You cant speak to a manager or a supervisor at all at AXS and the customer support just cut n paste the same answer to you over and over. AXS have a 2* rating on TRUSTPILOT.

What can I do to get my money back, its a lot of money I need in my account and not in AXS's.

So many questions/observations:

• Do the terms of your original ticket purchase permit you to re-sell the tickets?
• Presumably you agreed to the "ridiculously high" selling charge before confirming?
  
• If they have a 2* rating, why did you sell through them?
• It's absolutely sensible that they keep your money until after the event.  What happens if the new owner arrives at the venue and is refused entry because theirs is not the name on the ticket?  They will pursue AXS who in turn, will keep your money.  If they pay you now, there's no insurance for them if the new owners are refused entry.
• It's also in their terms and conditions (which you agreed to) that they will hold your money until after the event.

Before you start worrying about the legal rights AXS may or may not have to act in this way, you need to look at whether you had a legal right to sell the tickets in the first place.  I suspect you didn't.  If you did, then the terms of your contract with them are clear.

• Do the terms of your original ticket purchase permit you to re-sell the tickets?
  Yes you can sell or transfer your tickets- they actually prefer you to sell through them as they then take a fee for doing so.
  
  
• Presumably you agreed to the "ridiculously high" selling charge before confirming?
  It was never made clear just what the charge would be just that there would be a fee
  
  
• If they have a 2* rating, why did you sell through them?
  
  I found out about the 2* rating AFTERWARDS, there was no reason to doubt them up until the point where I noticed the funds for the sale had not been transferred to my account. But they have an 85% poor rating and multiple occurrences where they have refused to pay out even after an event has happened. Go have a read.
  
  
• It's absolutely sensible that they keep your money until after the event.  What happens if the new owner arrives at the venue and is refused entry because theirs is not the name on the ticket?  They will pursue AXS who in turn, will keep your money.  If they pay you now, there's no insurance for them if the new owners are refused entry.
  
  As an event organiser myself I appreciate this BUT they have received the money from the persons who bought my tickets, so they can release my funds now at no financial loss. In fact they are retaining BOTH payments. What happens if the event is postponed to 2021 or 2022, am I expected to wait for that long to get a payout on tickets I have legitimately sold  through AXS themselves to an event I am not attending.
  
  
• It's also in their terms and conditions (which you agreed to) that they will hold your money until after the event.
  
  Agreed but I have now sold my tickets to another person via AXS who have confirmed the sale and also the additional payment - why should I then still be held liable for an event that I am no longer attending and have sold my tickets and contractual terms to another person via AXS themselves?
  Theres no reason for them to hold onto my money is there as they've already taken another payment for the same tickets.

It sounds as if you bought the tickets through them originally then, in which case, if re-sale is permitted that's at least something on your side.   
Yes they've received two lots of money for the tickets but that's their business model and is explained quite clearly in their terms and conditions.  If the event is postponed, then as the contract stands, yes, you agreed that they can hold your money until 10 days after the event.
Why should they hold your money?  Simple.  Because you agreed they could when you entered into a contract with them to sell your tickets.

It's too late to be complaining about their terms.  They're doing nothing to breach them.  You say you need the money in your account but if you hadn't sold the tickets or were still attending the concert you wouldn't see the money at all.

JReacher1

This is standard practice for all ticket reselling sites. Paying you 10 days after the event ensures you only get paid if there are no issues. 

You would be lucky to find a ticket reselling site that didn’t have the same rules. 

kaceysmallz

Can anyone help me out, I transferred many tickets to friends or using twickets if I could not make the concert, I tried transferring tickets the other week and message came up 'ticket management has been deactivated for your account', i can log into the app and website but the events have disappeared. I still get emails from axs saying 'ticket transfer pending' for transfers I made to other people. I try and contact them by customer support and they come back to me with the following:

"We have blocked the use of the services as per AXS Resale Agreement which were breached.

As per AXS Terms and Conditions we can see that you have transferred the tickets to many customers and only sold 3 last year.

You can see more of our T&C's on here https://www.axs.com/uk/about-purchase-agreement_UK_v4.html and https://www.theo2.co.uk/faqs/axs-official-resale-faqs

You can use the tickets on the day of the event by scanning the payment card, which you have used when making the purchase, and your photo ID.

Kind regards,"

This makes no sense, I am allowed to transfer tickets to other people as often as I wish, I purchased these tickets legally through AXS which were in my account. Where do I stand legally? Can AXS just confiscate my events and not give my money back? They have very poor customer support reviews, I went back to them asking to clarify as on live chat they said you can transfer tickets.

kaceysmallz

Blackbeard_of_Perranporth said:

kaceysmallz said:

Can anyone help me out, I transferred many tickets to friends or using twickets if I could not make the concert, I tried transferring tickets the other week and message came up 'ticket management has been deactivated for your account', i can log into the app and website but the events have disappeared. I still get emails from axs saying 'ticket transfer pending' for transfers I made to other people. I try and contact them by customer support and they come back to me with the following:

"We have blocked the use of the services as per AXS Resale Agreement which were breached.

As per AXS Terms and Conditions we can see that you have transferred the tickets to many customers and only sold 3 last year.

You can see more of our T&C's on here https://www.axs.com/uk/about-purchase-agreement_UK_v4.html and https://www.theo2.co.uk/faqs/axs-official-resale-faqs

You can use the tickets on the day of the event by scanning the payment card, which you have used when making the purchase, and your photo ID.

Kind regards,"

This makes no sense, I am allowed to transfer tickets to other people as often as I wish, I purchased these tickets legally through AXS which were in my account. Where do I stand legally? Can AXS just confiscate my events and not give my money back? They have very poor customer support reviews, I went back to them asking to clarify as on live chat they said you can transfer tickets.

From what I see, you have to transfer any tickets through their website. Clause 5.1

I did transfer tickets on the axs website where you put first name, last name and email of the person you want to transfer to, I also used the official App, thats the only way to transfer tickets to other people.
The other person will then get an email to claim the ticket and it will transfer to their AXS App, until then it is pending. I am allowed to sell to a friend privately and then transfer to them or also sell via twickets, all the transfers were done through the official App. Yes there were many transfers done last year as I got tickets for all my work colleagues and friends but thats still allowed.
AXS cannot state what they have said and just block my access to the app and tickets and leave me out of pocket surely? I have done nothing wrong.

Blackbeard_of_Perranporth

kaceysmallz said:

Blackbeard_of_Perranporth said:

kaceysmallz said:

Can anyone help me out, I transferred many tickets to friends or using twickets if I could not make the concert, I tried transferring tickets the other week and message came up 'ticket management has been deactivated for your account', i can log into the app and website but the events have disappeared. I still get emails from axs saying 'ticket transfer pending' for transfers I made to other people. I try and contact them by customer support and they come back to me with the following:

"We have blocked the use of the services as per AXS Resale Agreement which were breached.

As per AXS Terms and Conditions we can see that you have transferred the tickets to many customers and only sold 3 last year.

You can see more of our T&C's on here https://www.axs.com/uk/about-purchase-agreement_UK_v4.html and https://www.theo2.co.uk/faqs/axs-official-resale-faqs

You can use the tickets on the day of the event by scanning the payment card, which you have used when making the purchase, and your photo ID.

Kind regards,"

This makes no sense, I am allowed to transfer tickets to other people as often as I wish, I purchased these tickets legally through AXS which were in my account. Where do I stand legally? Can AXS just confiscate my events and not give my money back? They have very poor customer support reviews, I went back to them asking to clarify as on live chat they said you can transfer tickets.

From what I see, you have to transfer any tickets through their website. Clause 5.1

I did transfer tickets on the axs website where you put first name, last name and email of the person you want to transfer to, I also used the official App, thats the only way to transfer tickets to other people.
The other person will then get an email to claim the ticket and it will transfer to their AXS App, until then it is pending. I am allowed to sell to a friend privately and then transfer to them or also sell via twickets, all the transfers were done through the official App. Yes there were many transfers done last year as I got tickets for all my work colleagues and friends but thats still allowed.
AXS cannot state what they have said and just block my access to the app and tickets and leave me out of pocket surely? I have done nothing wrong.

Then you will need to contact them and ask why they blocked you.

MattMattMattUK

My suspicion is that have blocked you as they suspect you are operating as a ticket tout. You are allowed to resell via their platform and also transfer a limited amount of tickets to friends and family, but if there is high usage of the latter feature then it wil look like you are operating as a tout and taking money externally. You are allowed to gift to friends and family, you are not allowed to tout.

You need to contact them to regain access to your account, provided you are still compliant with their Ts&Cs.

swingaloo2

MattMattMattUK said:

My suspicion is that have blocked you as they suspect you are operating as a ticket tout. You are allowed to resell via their platform and also transfer a limited amount of tickets to friends and family, but if there is high usage of the latter feature then it wil look like you are operating as a tout and taking money externally. You are allowed to gift to friends and family, you are not allowed to tout.

You need to contact them to regain access to your account, provided you are still compliant with their Ts&Cs.

That was my first thought but looking on the site it says you can only sell at no more than 10% above face value to prevent touting. However why would you be buying and selling 1000s of pounds worth of tickets unless there was profit involved.