PROFESSIONAL

RESELLER
HANDBOOK
 Table of Contents
I. Contact Information 4

II. Overview and Introduction 5

III. Definitions 5

IV. Ticketmaster Resale Partner Program 9

V. Ticket Sales and Service Process 13

VI. Listing Policies and Procedures 14

Listing Requirements 14
Ticket Listing Categories 14
Instant Delivery 15
Mobile Tickets 15
Ticket Listing Categories on TicketsNow 16
In Hand Dates 16
Ticket Accuracy 16
Tickets that Require Special Location Notes 1 7-
Non-Event Passes – Meet the Artist/Parking Passes/Stadium Club, etc. 18
Electronic Tickets 18
Direct Marketing Consumers 18
Youth Tickets 19
Splitting Tickets 19
Non-Consecutive/Piggyback Seats 20
Ship By Date/In Hand Dates for In Hand and Contractual Listings 21
USD-CAD Conversion 21
Out of Office (Holiday/Weekend) Listing Protocol 22
Special Events 23
Charity Events 23
Adherence to Listing Policies 23

VII. Order Generation 23

Pricing 23
Fraud 24

VIII. Confirmations and Cancellations 24

Broken Orders 24
Denied Entry 24
Pending Orders 25
Confirmed Orders 25

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 Rejected Orders 26
Substitutions on Pending, Rejected, and Confirmed Orders 26
Consumer/Ticketmaster Resale Cancellations 27
Hold Process 27
Cancelled Events 28
Postponed/Changed Events 28
Rules for Order Fulfillment 29
Adherence to Confirmation/Cancellation Policies 29

IX. Delivery 30
Shipping Methods 30
Special Handling 3 1-
Electronic Tickets 31-
Flash Seats 32
Shipment Accuracy 33
Change in Shipping Method 33
Marketing Directly to Consumers 33
Adherence to Delivery Policies 34

X. Payments and Account Management 34

Payment Terms 34
Holds for Outstanding Accounts Payable 35
Payment Methods 35
Canadian Currency 35
Payment Tracking 35
Investigations/Reconciliation Requests 35
Credit Cards 35
Account Management 36-
Disciplinary Procedures 36
Professional Reseller Account Maintenance 37

XI. APPENDIX 38

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 I. Contact Information
Ticketmaster Resale Partner Services TradeDesk Sales
877.800.3434 option 2 815.444.4942
partnerservices@ticketmaster.com TradeDeskSales@ticketmaster.com
Monday-Friday, 8am to 5pm (CST) Monday-Friday, 9am-5pm (CST)
When to contact: When to contact:
• Account Set Up • For detailed information on our custom broker solution,
• Product Demo Set Up TradeDesk.
• Account Maintenance
• Billing Inquiries/Payment Questions
• Inventory Management
Ticketmaster (Primary and TM+)
• Double Sales
Customer Service Line for Professional
• Quality Metrics
Resellers
855.878.2287
Ticketmaster Resale Professional Monday-Friday, 9am-9pm (local market time)
Reseller Hotline Saturday, 9am-8pm (local market time)
877.800.3434 option 4 or Sunday, 9am-6pm (local market time)
815.444.4955 When to contact:
Daily, 8am-10pm (CST) • For assistance with existing Ticketmaster Primary and
Fan-to-Fan (TM+) orders
When to contact:
• No new sales may be conducted on this line
• All questions regarding pending or finalized
Ticketmaster Resale and TicketsNow orders • No exceptions will be made to policies listed on
Ticketmaster.com
• Order-level issues with delivery and fulfillment
• Discussing alternate tickets on rejected orders
• Assistance with generating airbills or barcode errors
on finalized orders
• To check on hold requests for pending orders

TradeDesk & eiBox Office Technical Support

877.800.3434 option 3 or
847.376.0442 (after-hours emergency support only)
TradeDeskSupport@ticketmaster.com
eibotechsupport@eventinventory.com
Monday-Friday, 8am to 5:30pm (CST)
When to contact:
• Inventory Not Updating
• You Sold Tickets That Were On Hold With Us
• Scheduled Product Demos
• TradeDesk or eiBO Performance Issues
• Barcode Errors
• Barcode Locks

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II. Overview and Introduction
Ticketmaster Resale is committed to the quality of the consumer experience. We want consumers to know
that when they purchase from Ticketmaster Resale consumer websites, we will:

• Provide a 100% unconditional guarantee, which states that once an order is

confirmed, the customer will receive authentic tickets in time for their event
• Ensure the validity of the tickets that are Verified by Ticketmaster
• Ensure they receive the tickets they requested
• Deliver their tickets promptly, professionally, and when promised
When professional resellers participate in the Ticketmaster Resale Marketplace, they can expect:

• To list tickets alongside the best professional ticket resellers in the country
• Adherence to the NATB Code of Ethics and the rules of the Marketplace
• Business-to-business transactions will be conducted promptly and professionally
We cannot do this alone. We rely on the professional reseller community to partner with us to achieve the
best consumer and seller experience possible. It is the very foundation of the Ticketmaster Resale Part-
ner Program, and its principles hold true in both the Ticketmaster Resale Marketplace and Ticketmaster
Resale consumer websites.

Terms outlined in this Seller Handbook are in addition to the Ticketmaster Resale Listing Agreement and
Terms of Use Agreement in TradeDesk and on eventinventory.com. This Seller Handbook and the Tick-
etmaster Resale Listing Agreement apply to all Ticketmaster Resale consumer websites, including Tick-
etsNow, and the Ticketmaster.com resale program, TM+.

III. Definitions
AVD – Authentication Validation Delivery. Ticketmaster’s propriety method for authenticating ticket bar-
codes and reissuing as Ticketmaster Verified resale tickets, delivered to new purchasers via Instant Deliv-
ery.

B2B Marketplace – Platform located in EventInventory.com where professional resellers can view and
purchase inventory from other professional resellers and fans, including season ticket holders. Buyer fees
apply to all purchases of fan and broker inventory. Buyers pay zero fees on all broker-to-broker transac-
tions in the TradeDesk Marketplace (see TradeDesk Marketplace below).
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 Broken Order – A confirmed order that cannot be filled due to a professional reseller error and is not
able to be filled with a customer-accepted substitution.

BAPI (Broker Application Program Interface) – A gateway that provides a set of routines that open
up a secure medium for our partners to access our data and integrate with our applications. BAPI aims
to promote innovative products powered by our APIs through openness and transparency.

Confirmation Date – The date/time an order is approved.

Confirmed Order – An order that has been accepted by the professional reseller or auto-confirmed in
real time.

Contractual Tickets – Tickets that the professional reseller has a valid contract/agreement for, thereby,
100% chance of delivering prior to the event, but may not be in their possession at the time of listing.
Professional resellers must be able to provide documentation of their rights to such tickets if requested; a
specific delivery date must be noted in the listing.

Delayed Delivery – When a content owner opts to provide access to tickets on a designated date that is
often close to event time.

Delivery Date – The date/time the UPS package is received, the Instant Delivery/Ticketmaster Verified
Ticket is reissued, or the tickets are picked up by the consumer.

Denied Entry – Customer is denied access to a specified venue for a specified event.

Electronic Delivery (email) – Tickets that were received by the professional reseller as electronic deliv-
ery, but are not verified and reissued by Ticketmaster.

Event – A set of one or more productions for the same artist, team, or show (e.g., Britney Spears Tour).

Fill Rate – Orders Filled ÷ (Filled Orders + Broken Orders + Rejected Orders)

Finalization Date – The date/time 100% guarantee is applied by Ticketmaster Resale.

Finalized Order – An order where the customer has been charged, and we have communicated that
tickets are guaranteed.

Flash Seats – A paperless, electronic ticketing system that allows customers to enter an event by swiping
an electronic ID (a credit card or driver’s license with magnetic strip).

Full Auto Order – An order that is confirmed by the system.

Guaranteed Order – Email notification of a pending order that requires action.

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Handling Time – Difference between the date/time of the Web order notification and date/time of ap-
proval/rejection by the professional reseller. Average Handling Time is calculated on a “by order” basis.

In Hand Date – Date the tickets will be in your possession and can be made available for shipment or
Instant Delivery/Ticketmaster Verified barcode entry. This date determines the consumer-facing Ship By
Date on the retail sites.

Instant Delivery – Inventory that is pre-barcoded and designated as Instant Delivery; this type of inven-
tory is set up for Auto Approval/Auto Delivery.

Instant Delivery/Ticketmaster Verified – Tickets for designated events where the consumer has se-
lected Instant Delivery and must be validated and reissued by Ticketmaster after receipt of the ticket
barcode from the professional reseller.

JTM – Code on the Ticketmaster Resale Marketplace for inventory listed through a ticketmaster.com ac-
count.

Listing Date – The date/time inventory is first listed in Ticketmaster Resale Marketplace.

Manifest – Uniform listing requirement designated by teams/artist/venues

Marketplace – Ticketmaster Resale’s buying/selling platform accessible only to our professional reseller
partners. The Marketplace contains inventory from brokers, season ticket holders and other fans.

Meet the Artist (also “Meet & Greet”) – A ticket to meet an artist at an event. The customer may need
to purchase an additional ticket to the event in order to use a “Meet the Artist” ticket.

Mobile Delivery – Ticket delivery method that allows for entry into an event via a ticket barcode or QR
code delivered to a mobile device.

Non-Instant Delivery Shipment Accuracy – The performance metric will be measured on non-Instant
Delivery type (electronic, hard stock) ship accuracy and is based on the percentage of finalized orders
that are shipped on, or prior to, the Ship By Date.

Non-Consecutive Seats/ Piggybacks – Tickets that are not located together and/or are seated behind
each other.

Order Date – The date/time the order is placed.

Partner Program – Ticketmaster Resale’s performance-based program that rewards consumer-fo-

cused professional resellers based on tracked selling metrics.

PDF Download – TradeDesk feature that enables brokers to retrieve all eligible Ticketmaster Verified
PDFs at scale – even for locked inventory.

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 Pending Order – An order awaiting response from the professional reseller.

Production – A specific event that has been scheduled with a venue, date, time (e.g., Britney Spears at
MSG on July 1 at 7:00 PM).

Rejection Date – The date/time the order is rejected.

Rejected Order – An unconfirmed order that either Customer Service has rejected on behalf of the pro-
fessional reseller, or professional reseller has rejected themselves, or because a professional reseller was
unavailable after time lapse.

Seller Fee – Percentage of the wholesale price that the professional reseller pays to Ticketmaster Resale.

Ship By Date – Date by which the tickets must be shipped, barcodes entered, or special handling deliv-
ery made. This date is derived from the In Hand Date and is displayed to the consumer.

Special Events – Events for which Ticketmaster Resale institutes unique conditions including, but not lim-
ited to, different commissions, payment terms, or listing requirements. Ticketmaster Resale reserves the
right to establish Special Events at its sole discretion.

Shipping Accuracy – Includes traditional (non-Instant Delivery) orders and is based on the percentage
of finalized orders that are shipped on, or prior to, the Ship By Date. (See Appendix for rejections and
cancellations that count as Broken Orders.)

Shipment Date – The date/time the UPS airbill is scanned, or the barcode is reissued.

Speculation Inventory – Inventory the professional reseller does not have in hand, does not have docu-
mented rights to, and intends to procure once an order is received.

Substitution – Tickets offered to the consumer in lieu of the originally listed tickets.

Sync – Provides ability to match listings from a professional reseller’s inventory feed with the same inven-
tory that exists within a Ticketmaster or eligible team account to more quickly and efficiently fill Ticket-
master orders and validate inventory as Ticketmaster Verified. Sync enables unique TradeDesk features,
including PDF Download and Transfer.

TBD/TBA Event – An event for which the venue, date, or time, is not set (e.g., playoff games).

Ticket Splitting – The ability to sell a subset of tickets within a ticket group.

TradeDesk – Ticketmaster Resale’s custom-designed and web-based, inventory management, sales

and full point-of-sale system built expressly for professional resellers.

TradeDesk Marketplace – Platform where professional resellers can view and purchase inventory from
fans, season ticket holder and other professional resellers. Buyers pay zero fees on all broker-to-broker
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transactions in the TradeDesk Marketplace.

Transfer – TradeDesk feature that provides resellers the ability to easily move any Ticketmaster Verified
ticket from one account to another without the need for PDFs or barcodes.

IV. Ticketmaster Resale Partner

Program
The Ticketmaster Resale Partner Program rewards professional reseller partners for their positive sales
behaviors and performance. Under the terms of the program, ALL brokers, regardless of company size or
inventory portfolio size, can achieve a 0% Seller Fee. Performance statistics are monitored on a quarterly
basis; and Seller Fee adjustments reflect performance over the prior rolling 12 months.

Seller Fee Calculation

Base: 7% / 9%
Ticketmaster Resale assesses a flat base Seller Fee for all partners – 7% for Instant Delivery inventory and
9% for traditional delivery. From here, you are able to unlock levels of discounts based on your perfor-
mance statistics.

LEVEL 1 - Performance Statistics: All Criteria must be met to unlock additional discounts
The following inventory quality metrics must be met to unlock additional Seller Fee discount levels:

• 98% Fill Rate

• <4.5 Hrs. Handling Time
• 98% Shipping Accuracy
BONUS - POS: 3% Discount
Ticketmaster Resale point-of-sale subscribers (eiBox Office and TradeDesk) who meet or exceed the
Performance Statistics above receive a 3% POS Bonus discount.

LEVEL 2 – PO Total: 1% Discount

If your Purchase Order Total reflects improvement year-over-year, you unlock another 1% discount.

LEVEL 3 – Selling & Listing: 2% Discount

Unlock another 2% discount by achieving a year-over-year increase in the number of tickets you’ve sold
on Ticketmaster Resale platforms along with an increase in your average daily listed tickets on Ticket-
master Resale platforms.

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 Bonus - PO Growth Bonus: 3% Discount
Demonstrate two consecutive quarters of 25% or greater growth in your PO amount (quarter-over-quar-
ter vs. previous year) and you’ll receive a 3% bonus discount. Your PO amount growth rate must meet or
exceed 25% each quarter (over prior year) to remain eligible for the Growth Performance Bonus. You will
have to requalify for the Growth Bonus (with two consecutive quarters of >25% growth) after any quar-
ter(s) of not receiving the Growth Bonus.

LEVEL DISCOUNT INSTANT DELIVERY TRADITIONAL

Base - 7% 9%

Inventory Quality Metrics MUST BE MET TO QUALIFY FOR ADDITIONAL DISCOUNTS

POS Bonus -3% 4% 6%

PO Total -1% 3% 5%

Selling / Listing -2% 1% 3%

PO Growth Bonus -3% -2% 0%

Seller Fee Discounts

Partners who subscribe to either eiBox Office or our TradeDesk point-of-sale system, meet all measured
performance statistics, and demonstrate 25% or greater Q/Q growth in your PO amount are able to
achieve a -2% seller fee on Instant Delivery inventory.

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11
 Performance Statistics
The Ticketmaster Resale Partner Program measures and monitors the following performance statistics.
Professional resellers are able to access and monitor their ongoing performance metrics within
TradeDesk on their Partner Program dashboard.

Fill Rate: Orders Filled ÷ (Filled Orders + Broken Orders + Rejected Orders)

Handling Time: Difference between the date/time of the Web order notification and date/time of ap-
proval/rejection by the professional reseller. Average Handling Time is calculated on a “by order” basis.

Shipping Accuracy: Includes traditional (non-Instant Delivery) orders and is based on the percentage
of finalized orders that are shipped on, or prior to, the Ship By Date. (See Appendix for rejections and
cancellations that count as Broken Orders.)

PO Total: Discount given for year-over-year improvement in payout amount. This is measured on a
rolling 12-month basis. You must achieve this discount level in order to qualify for the next discount level
– Selling & Listing.

Selling & Listing: Discount given for year-over-year improvement in tickets sold AND year-over-year
improvement in average daily listed tickets on Ticketmaster Resale platforms.

Metrics are calculated on the first day of each calendar quarter (January 1, April 1, July 1 and October
1). Your Seller Fee will be adjusted to reflect performance over the prior rolling 12 months.

This calculation will take the sum of the previous 12 months of your PO value and compare it to the 12
months prior to that. The last 24 months of data will be taken into account when determining applicable
Seller Fee discounts.

For example, if you sell more from April 1–March 31 compared to what you sold over those same dates
last year, you will qualify for a reduction in your Seller fee. This will repeat each and every month (rolling
12 months).

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V. Ticket Sales and Service Process

Listing
Section IV

Order Generation
Section IV

Confirmation & Cancellations

Section IV

Delivery
Section IV

Payments & Account Management

Section IV

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 VI. Listing Policies and Procedures
Listing Requirements
Ticketmaster Resale welcomes full-time, industry professionals to participate in the Ticketmaster Resale
Partner Program. Professional resellers must adhere to the National Association of Ticket Brokers (NATB)
Code of Ethics and meet the following requirements:

• Recognized business by State and Federal Government (EIN#)

• A merchant account to process credit cards
• A separate phone number and email address
• All professional resellers must adhere to the Terms of Use outlined in eimarketplace.
com and TradeDesk

• Credit card on file for monthly billing

• W9 and personal guarantee
• Set regular business hours with an employee answering the telephone during those
designated hours

• Employees available to ship tickets and answer questions during regular business
hours

• A state ticket brokering license (if required by the state)

• Three (3) references from established ticketing professionals currently part of the
Ticketmaster Resale professional reseller community and with whom the professional
reseller has a transaction history of at least six months

• Professional, respectful behavior in all matters relating to the Marketplace

Ticket Listing Categories

Instant Delivery is inventory that is pre-barcoded and designated as Instant Delivery and set up for auto
approval/auto delivery. Only Ticketmaster Verified events qualify for Instant Delivery, including the US
Open; most NFL, NBA and NHL games; and events at Live Nation venues.

• Seat numbers are required and must have a numeric value.

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 • Inventory must be in hand and have a current or earlier In Hand Date.
• Unique Ticket ID’s are required. These must be numerical with a max of 15 characters.
• Orders for barcoded inventory labeled as Instant Delivery will show as complete in
your Delivery Manager

Ticketmaster Resale will keep you informed of events that are eligible for Instant Delivery and update you
as more events become eligible.

Instant Delivery / Ticketmaster Verified

Ticketmaster Resale defines electronic tickets as follows:

Instant Delivery/Ticketmaster Verified – Tickets for events where the consumer has selected Instant Deliv-
ery and must be verified and reissued by Ticketmaster after receipt of the ticket barcode from the profes-
sional reseller. Listing rules for Instant Delivery include:

• Professional reseller is expected to provide barcodes.

• All tickets must be consecutive.
Example of how Instant Delivery tickets are marketed to the consumer:

Mobile Tickets
Ticket delivery method that allows for entry into an event via a ticket barcode or QR code delivered to a
mobile device.

• Professional reseller is expected to verify inventory via Sync or though providing barcodes (if
available).

• All tickets must be consecutive.

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 Ticket Listing Categories on TicketsNow.com
TicketsNow.com offers different categories of ticket listings:

Instant Delivery – Pre-barcoded tickets that are available for Instant Delivery. Emailed within minutes of
order confirmation.

In-Hand Tickets – As the name implies, these are tickets that the professional reseller has in hand.
These tickets are available for immediate delivery (ships within 3 business days).

Contractual/Season Tickets – Tickets that the professional reseller has 100% chance of delivering prior
to the event, but may not be in their possession at the time of listing. Professional resellers must be able
to provide documentation of their rights to such tickets if requested by Ticketmaster Resale; a specific
delivery date must be noted in the listing.

In Hand Dates
Ticketmaster Resale consumer websites use the In Hand Date provided by the professional reseller to
determine the ship date. For example, if a ticket is in hand, the consumer will see that the ticket is
available and ready to be shipped within 3 business days. For tickets that are contracted, but not
in the professional reseller’s hand (e.g., season tickets), the consumer will see the date the ticket will be
available to be shipped.

If the professional reseller does not provide an In Hand Date, the system automatically defaults to dis-
play a ship date that is 3 days prior to the event date, the most conservative estimate.
It is expected that once you receive your tickets that you will fulfill an order regardless of your
noted in hand date to ensure the best possible consumer experience.

Ticket Accuracy
1. Listed tickets must be accurate and available. Professional resellers are expected to remove
sold inventory immediately.

2. For In Hand and Contractual inventory, the Section and Row of a seat are required fields. TBA,
or a range, is not acceptable.

3. Tickets listed must represent the tickets being sold; e.g., no masking.

4. For venues where a section number is repeated, i.e., Field Box 39 and Bleacher Section 39, the
professional reseller must specify the exact section that is being sold.

5. General Admission tickets must be noted as such.

6. Theater seats must have a designation, i.e., Orchestra L, Mezzanine R, Balcony C, etc.

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 7. Text descriptions should accurately identify the ticket being purchased and should not include
additional marketing copy, exclamations, poor grammar, etc. Abbreviations are discouraged.

8. Examples of unacceptable text descriptions include:

a. GA seats that state; “Gets you access to the front row.”
b. Section 401, Row A listed as “FRONT ROW SEATS!!!”
c. Mid-Floor Section 6, Row 1, listed as “Front Row Floor.”

9. For Ticketmaster Resale software product users, you must select the Standardized Notes field in
order for them to display to the consumer on the retail site.

10. Listing tickets to an event that isn’t taking place at the venue (such as offsite party passes) must
be listed as their own separate event.

Any tickets sold which result in a cancellation due to customer confusion because of misleading or vague
descriptions will be charged back to the professional reseller, and a broken status will be assigned to the
order which will count against the professional reseller Fill Rate. Professional resellers may incur any costs
required to provide resolution to the consumer, including absorbing the difference in cost between the
original tickets and acceptable tickets procured from another professional reseller, travel costs, etc.

Ticketmaster Resale will monitor the site and may remove inventory that does not conform to the above
Ticket Accuracy requirements, including any listings with descriptions that are vague, inappropriate, or
misleading. Repeated violations may result in additional penalties including possible suspension or re-
moval from the Marketplace.

Tickets that Require Special Location Notes

The optimal customer experience requires that consumers know exactly what type of seat or seat loca-
tion they are purchasing. Tickets that have limited, obstructed, partially obstructed, restricted views, or
are wheelchair or family section seats must be noted as such. Do not include qualifiers for tickets with
special locations, such as “Limited, but great seats,” etc.

The acceptable notations include:

• Limited View • Handicap Accessible Seating –

Reserved for Attendees in Wheelchair
• Obstructed View
• Family Section – no alcohol
• Partially Obstructed View
• Aisle tickets may be noted for singles or pairs
• Restricted View on the aisle

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 Non-Event Passes - Meet the Artist/Parking Passes/Stadium Club etc.
Meet the Artist passes will be closely monitored and kept to a minimal amount. All passes must indicate
whether additional tickets to the event must be purchased in order to obtain access into the venue for the
Meet the Artist to take place. Please read additional information under “VI. Confirmations and Cancellations,
Denied Entry”.

Parking passes sold individually should be noted in the Section of the listing as “PARKING.”
The row should contain the lot number, or lot description; i.e., Blue Lot, Lot C, etc.

Likewise, Stadium Club or other non-event products must be noted.

For example, the Notes section would read: “Parking Pass (or Stadium Club Pass) only, does
not include event admission.”

For Ticketmaster Verified events, the parking passes need to follow the manifest.

Electronic Tickets
Ticketmaster Resale defines electronic tickets as follows:

Instant Delivery/Ticketmaster Verified – Tickets for events where the consumer has selected Instant
Delivery and must be validated and reissued by Ticketmaster after receipt of the ticket barcode from the
professional reseller. Listing rules for Instant Delivery include:

• Professional reseller is expected to provide barcode upfront.

• All tickets must be consecutive.
Electronic Delivery – Tickets that were received by the professional reseller as Electronic Delivery, but will not
be validated and reissued by Ticketmaster.

Mobile Delivery – Ticket delivery method that allows for entry into an event via a ticket barcode or QR code
delivered to a mobile device.

Direct Marketing Consumers

Professional resellers may not include text that allows them to be personally identifiable to other professional
resellers or consumers.

The following are examples of prohibited text:

• Telephone Numbers

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 • Listing Web Site Domains (URL Addresses)
• Company Name
• Initials, Symbols
Violation may result in removal from the Marketplace.

Youth Tickets

All listings in the Marketplace and Ticketmaster Resale consumer websites should not be age restricted.

Splitting Tickets

Split rules are described in the table on the next page:

• For ticket quantities of 8 or below. Even quantities will only be sold in even quantities. Odd
quantities can be sold in any increment except those that leave a single ticket.

• For tickets quantities of 9 or above: All quantities are allowed including leaving a single ticket.
• For Lawn, GA (General Admission), SRO (Standing Room Only) or Parking, all quantities are
allowed regardless of initial quantity.

Overriding Split Rules – While we believe we have conservative and industry-accepted split rules, there
may be times you need to reject an order for your individual business needs. When this happens the
order will be considered broken and will be counted against the professional reseller’s performance
metrics. Therefore, it is in the professional reseller’s best interests to be certain of which tickets they do
not want to split.

To prevent negative buyer experiences, follow the below procedures for tickets you do not wish to split.

1. Professional resellers who utilize Ticketmaster Resale software products who do not
wish to split tickets must check the “No Split” box and enter “No Split” or “Only sold
as x” in the ticket notes.

2. Professional resellers who do NOT utilize Ticketmaster Resale software products

must include “No Split” in the ticket notes.

3. Professional resellers must edit notes when tickets are reduced to an amount less
than the minimum (i.e., “Only sold as 4” for a pair).

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 QTY ALLOWED SUBSETS

20 20, 19, 18, 17, 16, 15, 14, 13, 12, 11, 10, 9, 8, 7, 6, 5, 4, 3, 2, 1

19 19, 18, 17, 16, 15, 14, 13, 12, 11, 10, 9, 8, 7, 6, 5, 4, 3, 2, 1

18 18, 17, 16, 15, 14, 13, 12, 11, 10, 9, 8, 7, 6, 5, 4, 3, 2, 1

17 17, 16, 15, 14, 13, 12, 11, 10, 9, 8, 7, 6, 5, 4, 3, 2, 1

16 16, 15, 14, 13, 12, 11, 10, 9, 8, 7, 6, 5, 4, 3, 2, 1

15 15, 14, 13, 12, 11, 10, 9, 8, 7, 6, 5, 4, 3, 2, 1

14 14, 13, 12, 11, 10, 9, 8, 7, 6, 5, 4, 3, 2, 1

13 13, 12, 11, 10, 9, 8, 7, 6, 5, 4, 3, 2, 1

12 12, 11, 10, 9, 8, 7, 6, 5, 4, 3, 2, 1

11 11, 10, 9, 8, 7, 6, 5, 4, 3, 2, 1

10 10, 9, 8, 7, 6, 5, 4, 3, 2, 1

9 9, 8, 7, 6, 5, 4, 3, 2, 1

8 8, 6, 4, 2

7 7, 5, 4, 3, 2, 1

6 6, 4, 2

5 5, 3, 2, 1

4 4, 2

3 3, 1

2 2

1 1

Non-Consecutive / Piggyback Seats

Non-consecutive or piggyback seats that are sold as a group are allowed in the Marketplace and Ticket-
master Resale consumer websites. However, they must be clearly noted as such.

For example: 2 + 2 seats would be listed as a quantity of 4; however, the notation must say, “Seats are
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Piggy Back, not side by side.” Terms such as “Piggies” or “Piggybacks” alone are not acceptable.

Ship By Date/In Hand Dates for In Hand and Contractual Listings

Listing of tickets that are In Hand and Contractual are allowed, provided that the professional reseller is
100% guaranteed to receive and ship them by the Ship By Date communicated to the consumer. Profes-
sional resellers must be able to provide documentation of their rights to such tickets if requested.

Expectations for tickets In Hand and Contractual include:

1. Professional resellers will be responsible for shipment, barcode entry, or special

handling delivery on or prior to the Ship By Date.

2. If the original tickets cannot be delivered, the professional reseller must contact
Customer Care and provide acceptable substitutes that are clearly better than
those listed.

3. If the order is not fulfilled by the expected date, upon customer request the order
can be cancelled. It is expected that once you receive your tickets that you
will fulfill an order regardless of your noted In Hand date to ensure the best
possible consumer experience.

4. In a consumer dispute, the consumer will determine whether the tickets are accept-
able.

5. If the order is cancelled the professional reseller will:

a. Incur a broken order notation on the order that will count against professional
reseller performance;

b. Incur any costs required to provide resolution to the consumer, including absorb-
ing the difference in cost between the original tickets and acceptable tickets pro-
cured from another professional reseller, travel costs, etc.

6. Any missed shipment dates will be counted against the professional reseller when
measuring Ship Accuracy performance.

USD-CAD Conversion

Tickets for events in Canada that are listed on Ticketmaster.com as TM+ events are automatically con-
verted from your US list price to Canadian dollars (CAD) using the most current, official USD-CAD con-
version rate. CAD is clearly called out within the buy flow on Ticketmaster (TM+).

21
 When you price tickets to Canadian events in USD, the retail price displayed on Ticketmaster (TM+) is in-
stantly converted to CAD. Upon sale, your POs are paid in CAD. Payments for Canadian orders are paid
on the third Thursday of the month via check.

For Canadian events, the PO breakdown displays the conversion – both USD and converted CAD Whole-
sale amounts are displayed. Exchange Rate, which can change daily, is also captured at the time of
order and stored on your PO:

Wholesale USD: 100

Exchange Rate USD/CAD: 0.768489
Wholesale CAD: 130.13
Seller Fee: -9.77
Cost Per Ticket: 120.36

Tickets for events in Canada that are listed on TicketsNow transact in US currency (USD). All TicketsNow
sales for Canadian events are paid in USD.

Out of Office (Holiday/Weekend) Listing Protocol

Listing protocol expectations include:

1. Professional resellers are expected to be open for regular business hours from 9am-
5pm local time if they are posting tickets during weekends and holidays.

2. Professional resellers must remove inventory if there is no one available to confirm

an order.

3. Orders unfulfilled because a professional reseller is not available to confirm the or-
der will have a negative impact on professional reseller performance metrics.

4. See Pending Order section for additional information on time limits for confirmation.

5. If you are unavailable during regular business hours of 9am-5pm local time, we
reserve the right to remove your inventory from listing.

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Special Events
Certain events require unique listing and delivery conditions, such as the Super Bowl, the
Olympics, etc. All professional resellers will be notified in advance of any unique conditions for
designated Special Events.

Charity Events/Fundraisers
Ticketmaster Resale has a strict policy against selling tickets to charity events, non-profit
events, fundraisers, and certain political events (e.g., the US Presidential Inauguration). Tickets
originally distributed as “free” tickets also are not permitted to be sold on Ticketmaster Resale
consumer sites. While you are permitted to upload tickets to these events in the Marketplace,
these ticket listings will NOT display on any Ticketmaster Resale consumer sites.

Adherence to Listing/Order generation Policies

Failure to adhere to the listing policies above could result in:

• Performance metrics adversely affected

• Additional costs to the professional reseller to resolve any customer issues
• Temporary or permanent removal from the Marketplace, and/or Ticketmaster
Resale consumer sites

• Additional penalties as described in the Disciplinary section of this document

• Additional penalties, including those described in the NATB Code of Ethics

VII. Order Generation

Pricing
Wholesale list pricing is controlled solely by professional resellers within the Marketplace. All fees (i.e., will
call, email fees, etc.) must be included in the Wholesale list price. Professional resellers are solely
responsible for ensuring that they adhere to all laws and regulations regarding ticket resale
and pricing.
It is the sole responsibility of the professional resellers to monitor the Marketplace, set prices, and upload
current inventory at the correct price as often as it is necessary.

A professional reseller shall not refuse to sell a ticket at one price and then relist that ticket at an alter-
23
 nate price. Failure to comply with this rule may result in revocation of listing privileges from Ticketmaster
Resale consumer sites and the Marketplace.

It is the professional reseller’s responsibility to ensure that their listings have no errors, including errors in
pricing.

Typographical errors will be handled on a case-by-case basis. It is the professional reseller’s responsibili-
ty to monitor all of their listings.

Fraud
Fraudulent ticket distribution will not be tolerated. Anyone caught listing fraudulent tickets will
be immediately banned from the Marketplace and will be charged for any and all expenses
incurred to correct the situation. This may include costs for substitute tickets, travel expenses to
event, goodwill costs in addition to the cost of the ticket. Ticketmaster Resale has invested heavily
in consumer fraud prevention. All sales are screened prior to a ticket request to ensure that consumers
are qualified to purchase inventory listed on its sites. In the event fraud is detected while an order is still
pending, Ticketmaster Resale reserves the right to contact the professional reseller and cancel the order
with no penalty applied to the professional reseller.

VIII. Confirmations and

Cancellations
Broken Orders
Any tickets sold, which subsequently result in a cancellation due to customer confusion because of mis-
leading or vague descriptions, will be charged back to the professional reseller, and a broken status will
be assigned to the order. This will count against the professional reseller’s Fill Rate. Professional resellers
may incur any costs required to provide resolution to the consumer, including absorbing the difference
in cost between the original tickets and acceptable tickets procured from another professional reseller,
travel costs, etc.

Denied Entry
Any tickets sold which result in a denied entry, will be charged to the professional reseller, and a broken
status will be assigned to the order which will count against the professional reseller Fill Rate. Profession-
al resellers may incur any costs required to provide resolution to the consumer, including absorbing the
difference in cost between the original tickets and acceptable tickets procured from another professional
reseller, travel costs, etc.

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Pending Orders
Pending orders are orders where the professional reseller has been notified of an order, and the order
has yet to be confirmed or rejected.

Expectations for Pending Orders are:

Professional resellers are expected to confirm pending orders no later than 24 hours
after being notified of the pending order. Ticketmaster Resale may automatical-
ly reject orders of professional resellers who do not confirm an order within the 24
hours, or prior to 2 hours of an event in a last-minute situation. Automatic rejection
times for last-minute tickets may vary due to event restrictions. Cancellations for
non-response will be counted against professional reseller performance.

Confirmed Orders
Confirming an order shall be considered to create a binding contract between Ticketmaster Resale and
the professional reseller. The consumer’s credit card is immediately charged, thus invoking the 100%
Guarantee from Ticketmaster Resale.

Ticketmaster Resale’s expectations of the professional reseller upon confirmation are:

1. The tickets confirmed will be the tickets delivered.

2. The price listed is the correct price.

3. The tickets will be shipped, barcodes entered, or delivered via special handling on
or before the Ship By Date, which was provided to the buyer at the time the order
was placed. This date is derived from the In Hand Date you provide. It is expected
that once you receive your tickets that you will fulfill an order regardless of
your noted In Hand date to ensure the best possible consumer experience.

4. The tickets will be delivered via the buyer’s chosen method.

5. Professional resellers who have issues with the requested tickets or the method of
delivery should NOT confirm the order and contact Ticketmaster Resale Professional
Reseller Hotline at 815.444.4955.

6. In the rare event that a professional reseller cannot fulfill the confirmed order with
the original tickets, or supply them via the buyer’s chosen delivery method, the pro-
fessional reseller must contact the Ticketmaster Resale Professional Reseller Hotline,
and provide an acceptable substitute, even if that involves purchasing tickets from
another professional reseller. What constitutes an acceptable ticket will be deter-
mined by the buyer.

25
 7. If the professional reseller cannot provide an acceptable substitute, the order will be
considered “broken” and counted against the professional reseller’s performance
metrics. In addition, the professional reseller may be liable for any and all expens-
es to resolve the issue, including, but not limited to, the cost to secure new tickets,
travel, and other incidental expenses the consumer may have incurred as a result of
the broken order.

Therefore, it is in the professional reseller’s best interest to double-check all aspects of the order includ-
ing the Ship By Date, price, artist, venue, date, time, ticket location, notes, and quantity prior to confirm-
ing the order and prior to listing your tickets.

Rejected Orders
Professional resellers who cannot fill the order with the listed tickets by the Ship By Date must contact the
Ticketmaster Resale Professional Reseller Hotline at 815.444.4955 to reject the order and attempt to
make an acceptable substitute.

Expectations for rejections include:

1. The professional reseller will attempt to provide an acceptable substitute as defined

by the consumer.

2. If the professional reseller cannot provide an acceptable substitute, the order will be
considered broken and counted against their performance metrics.

Substitutions on Pending, Rejected, and Confirmed Orders

In all cases where substitutions must occur; the substitution must be:

1. At the same cost as the original order;

2. Acceptable and approved by the consumer; and

3. Removed from inventory until the consumer has confirmed that they are acceptable.

Ticketmaster Resale call center will notify the professional reseller of the consumer’s acceptance.

Professional resellers offering substitute tickets for confirmed orders must remove those tickets from the
Marketplace and adhere to the following rules:
1. For events more than one week away – hold the substitute tickets for two
business days,

2. For events less than one week away – hold the substitute tickets for one
business day.
26
The order will be considered broken and will count against the professional reseller’s performance
metrics. Any costs incurred to resolve the issue will be charged to the professional reseller.

Consumer / Ticketmaster Resale Cancellations

Orders cancelled by the consumer or Ticketmaster Resale for reasons unrelated to professional reseller
performance will not affect the professional reseller’s performance metrics.

Hold Process
Ticketmaster Resale sends a Hold Notification email on web orders received to help reduce double sales
through other boards while an order for your inventory is in process.

If you are an eiBox Office user, the system will attempt to place the inventory on hold in your system until
the time of the Event and a Hold Notification email will be sent to the Order Notification email on file. In
the rare instance where the auto-hold fails, please place your inventory on hold.

If you are a non-eiBox Office user, a Hold Notification email will be sent to the Order Notification email
on file alerting you that you are responsible for placing your inventory on hold.

Once the order passes fraud screening, it is checked for Full-Auto eligibility:

• If Full-Auto is successful, a Full-Auto Sale Notification email will be sent notifying you
of a finalized order.

• If the order is unable to go Full-Auto, you will receive a Guaranteed Order Notifica-
tion email.

• If the order fails fraud screening, the hold that was previously put on your tickets will
be released and you will receive a Hold Release Notification email.

To Remove a Hold
If you are an eiBox Office user, the following pop-up window is presented:

Attention: TicketsNow has an order for these tickets.

Releasing the hold without contacting TicketsNow may result in a double sale of your inventory. Please
call the Professional Reseller Hotline at 815.444.4955 so we can cancel the order, which will release this
hold.
If you are not an eiBox Office user, please contact the Professional Reseller Hotline at 815.444.4955 to
ensure the inventory is not double sold.

Fraud Review Guidelines

A very small number of orders will require additional Fraud Review beyond the initial Fraud Screening. To
27
 help manage the order process, we have developed the Fraud Review timeframes below. The following
are guidelines; there may be exceptions:

1. Same Day Orders are reviewed and processed within 1 hour

2. High Demand Events are reviewed and processed within 4 hours (playoffs, USTA,
onsales)

3. High Dollar Orders (over $1K) are reviewed and processed within 4 hours

4. All Other Events are reviewed and processed the same business day by 9pm CT

5. Orders received after normal business hours are reviewed and processed by 8am
CT the next business day

Cancelled Events
Cancelled events are considered to be events for which no alternate date will be scheduled by the artist,
team, show, or venue.

Ticketmaster Resale determines which events will require a consumer refund. Unless otherwise stated,
the consumers must return tickets within 14 days of the cancellation announcement in order to receive a
refund.

Ticketmaster Resale will return tickets to the selling professional reseller and cancel all purchase orders
related to the cancelled event via UPS within 30 days of the cancellation notice. A debit memo will be
issued for the PO amount, and the funds will be charged to the professional reseller. Any cancelled POs
will be due back to Ticketmaster Resale.

Ticketmaster Resale reserves the right to charge the professional reseller’s credit card on file to collect
any monies due.

Please notify Ticketmaster Resale of any changes to an event by contacting Ticketmaster Resale Profes-
sional Reseller Hotline at 815.444.4955.

Postponed / Changed Events

Postponed/Changed events are considered to be events for which a new date and/or time and/or venue
will be set by the artist, team, show or venue. There may or may not be new tickets issued.

Please notify Ticketmaster Resale of any changes to an event by contacting the Ticketmaster Resale Pro-
fessional Reseller Hotline at 815.444.4955.

At Ticketmaster Resale’s sole discretion, consumers may be offered refunds on events where the venue
has changed.
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As a rule, we handle the majority of postponements and cancellations in this manner; however, when
special circumstances arise, they will be handled on a case-by-case basis. This may include events that
are postponed for long periods of time where the box office is offering refunds.

For TM+ orders, if Ticketmaster primary is offering refunds on postponed, changed, or rescheduled
events, and if a TM+ customer requests a refund, Ticketmaster will allow the refund and cancel the order.

Rules for Order Fulfillment

The Ticketmaster Partner Program measures professional reseller fulfillment rates and places a high
value on Sales, Fill Rate and Handle Time. Professional resellers are expected to meet high thresholds to
provide the best consumer experience.

Likewise, a successful Marketplace is expected to follow the same practice. Business-to-business orders
must be processed promptly at the prices stated on the Marketplace. Professional resellers are not al-
lowed to reject orders and then resell them at an alternate price.

If your B2B Marketplace order cannot be filled by the listing professional reseller, the order will be can-
celled and the primary email address on your professional reseller account in the Marketplace will re-
ceive an email notification that the order cannot be filled. The standard Ticketmaster Resale consumer
guarantee does not apply to finalized Marketplace orders. If an order is cancelled or not fulfilled, you will
receive a full refund.

Adherence to Confirmation / Cancellation Policies

Failure to adhere to the confirmation/cancellation policies above could result in any one of or a combi-
nation of the following:

• Performance metrics adversely affected

• Additional costs to the professional reseller to resolve any customer issues
• Temporary or permanent removal from the Marketplace and/or Ticketmaster Resale
• Additional penalties as described in the Disciplinary section of this document

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 IX. Delivery
Consumers choose from available delivery methods and expect to receive their tickets in that manner by
the Ship By Date listed at order placement. Therefore, professional resellers must adhere to the delivery
method requested by the consumer and have proof of delivery if requested by Ticketmaster Resale.

Shipping Methods
UPS
UPS is the default shipping method for Ticketmaster Resale orders. However, certain situations may dic-
tate the use of Electronic Delivery, Special Handling, or Last-Minute Ticketing Services.
UPS Options:

1. UPS Basic Delivery – delivered in 2 business days, usually by 7:00 p.m.

2. UPS One Day Shipping – delivered the following business day, usually by 7:00 p.m.

3. UPS International Shipping – varies depending on country and customs rules

Expectations for UPS Shipments include:

1. Scanned no later than the Ship By Date communicated to buyer at order placement

2. Utilization of the UPS authorized packaging

3. Correct attachment of the air bill

4. Assured scan by an authorized UPS employee, or

5. Assured placement in a drop-box prior to the last pick-up time

Professional resellers may not include materials that would enable them to be personally iden-
tifiable to consumers. For example:

• Telephone numbers
• Listing website domains (URLs)
• Company name
• Initials, symbols
• Including company-branded lanyards
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UPS shipment air bills must be created via the delivery manager portal for Ticketmaster Resale purchas-
es. Contact the Professional Reseller Hotline at 815.444.4955 or airbills@ticketsnow.com if you need a
Saturday airbill or if you believe an upgrade is necessary for the tickets to arrive in time for the event.

Special Handling
The vast majority of tickets for Ticketmaster Resale events are available up to the time of the event. Spe-
cial handling through the consumer websites is usually invoked when tickets are not designated as elec-
tronic delivery and shipping is no longer an option.
It is expected that professional resellers who leave their inventory up past the shipping threshold will be
available to receive and process phone orders. Professional resellers must be able to deliver tickets in a
manner that is acceptable to the consumer. Professional resellers are advised to choose convenient, safe,
public areas when delivering Special Handling tickets.

Inventory that designated as third-party competitor pick up should be removed. This inventory will be
filtered from the Ticketmaster Resale retail consumer sites.

Orders for last-minute listings that must be rejected or cancelled because the professional reseller is ei-
ther not available or not able to deliver in a manner acceptable to the consumer will be counted against
the professional reseller’s fill rate.

*Thresholds for Special Handling may vary by event. Ticketmaster Resale will notify professional resellers of
exceptions in advance.

Electronic Tickets
Ticketmaster Resale defines electronic tickets as follows:

Instant Delivery/Ticketmaster Verified – Tickets for events where the consumer has selected Instant
Delivery and must be verified and reissued by Ticketmaster after receipt of the ticket barcode from the
professional reseller.

Delivery rules for Instant Delivery include:

Scanned no later than the Ship By Date communicated to buyer at order placement

1. Professional reseller is expected to provide barcode no later than the Ship By Date
communicated to buyer at order placement.

2. Not providing barcodes may result in a broken order.

Electronic Delivery – Tickets that were received by the professional reseller as electronic delivery, but will
not be verified and reissued by Ticketmaster.
31
 Rules for Electronic Delivery include:

1. Professional reseller is expected to provide the PDF file no later than the Ship By
Date communicated to buyer at order placement.

2. Not uploading the PDF file may result in a broken order.

3. Additional charges for emailing tickets must be included in the Wholesale List Price.
Email charges will not be added to an order.

Flash Seats
1. All Listings that are Flash Seats should be labeled as Flash Seats in the notes.

2. Approval of Flash Seats delivery method

a. For a Full Auto Approved order, the Professional Reseller should contact the
Broker Hotline to get customer approval on delivery method prior to
transferring tickets to TicketsNow.

b. For a Manual Hold Request order, the Professional Reseller should contact the
Broker Hotline to receive approval on finalization of the order pending
approval of the delivery Method

c. A member of our Professional Reseller Support Team will make initial contact to
_ the customer about change in delivery method.

d. The Professional Reseller Hotline # is 815.444.4955.

3. Since Flash Seats is not a standard method of delivery, if customer does not accept,
customer can cancel the order without penalty to the customer, TicketsNow, or the
Professional Reseller.

4. All Transfers should include an order number in the transfer notes, whether that be
the Web Order/Hold Request # or the Purchase Order #. The email to transfer Flash
Seats tickets for TicketsNow is TMResaleFlashSeats@ticketsnow.com

Reminders:

• Tickets should not be masked.

• In the case tickets are different than the section and row on the invoice,
listing seller should call the Professional Reseller Hotline and get approval
as tickets are being substituted.

32
 • Professional Reseller is not to transfer tickets of a different section or row
without notifying TicketsNow first for approval.

• Professional Resellers are asked not to transfer before the order has been finalized
and delivery method approved by the customer.

• Professional Resellers should not create an airbill.

Shipment Accuracy
Ticketmaster Resale will track the percentage of orders fulfilled on or before the Ship By Date. Fulfilled
means the airbill is scanned for UPS delivery or barcodes are entered on Instant Delivery/Ticketmaster
Verified orders.

Non-Instant Delivery Shipment Accuracy will be measured on non-Instant Delivery type (electronic, hard
stock) ship accuracy and is based on the percentage of finalized orders that are shipped on, or prior to, the
Ship By Date.

Ticketmaster Resale calculates the Ship By Date based on the In Hand Date provided by the professional
reseller.

All UPS and Instant Delivery/Ticketmaster Verified orders in Delivery Manager will be in the “Ready to
Fill” state and you will be able to view your POs immediately. The Ship By Date cannot be changed or modi-
fied; however, you can generate the airbill or enter the barcode for Instant Delivery/Ticketmaster
Verified delivery at any time, before or after that date.

Change in Shipping Method

If a professional reseller feels that the requested shipment method will not allow the consumer to get tickets
in time for an event, the professional reseller may contact Ticketmaster Resale Professional Reseller Hotline
at 815.444.4955 to request a ship method change.

Professional reseller performance metrics will be affected if the change is required as a result of a late ship-
ment caused by professional reseller action.

Marketing Directly to Consumers

With respect to consumers who purchased a ticket from a professional reseller on the retail consumer web-
site, those professional resellers may not market directly to those consumers via email, mail, or other means
(i.e., business cards, envelopes, or any material that would uniquely identify the professional reseller) with
the ticket shipment or afterwards.

Violation of this policy will result in inventory removal from Ticketmaster Resale.

33
 Adherence to Delivery Policies
Failure to adhere to the delivery policies above could result in any one of or a combination of the following:

• Performance metrics adversely affected

• Additional costs to the professional reseller to resolve any customer issues
• Temporary or permanent removal from Ticketmaster Resale
• Additional penalties as described in the Disciplinary section of this document
• Additional penalties, including those described in the NATB Code of Ethics

X. Payments and Account

Management
Payment Terms
Payment terms are defined by one of two criteria: (i) finalization of an order; or (ii) shipment of an order.

Finalization is defined as a confirmed order where the consumer’s credit card is suc-
cessfully charged and Ticketmaster Resale has communicated that the guarantee is in
place.

Shipment is based on when the UPS or the Instant Delivery/Ticketmaster Verified bar-
code has been successfully scanned/reissued.

After events for special handling and other custom delivery types.

For orders delivered special handling and other custom delivery types, via email or flash seats, payment will
be triggered after the event date.
Settlements for purchase orders are issued on Thursday for purchase orders finalized or shipped (based on
your tier) the previous Monday through Sunday unless the professional reseller is on payment hold or in the
case of special events in which payments are held until the event is determined or played.

If the amounts of the cancelled purchase orders exceed settlement amounts, reimbursement for these can-
celled purchase orders is due immediately by the selling professional reseller to Ticketmaster Resale. If these
monies are not received within 14 days of the cancelled purchase orders and all related costs, the selling
professional reseller may be suspended from listing, at the sole discretion of Ticketmaster Resale.

34
Ticketmaster Resale reserves the right to change payment terms overall, for custom delivery methods, and/
or certain Special Events. Professional resellers will be notified in advance of any event-specific payment
terms.

Holds for Outstanding Accounts Payable

Ticketmaster Resale reserve the right to hold payments if there are issues with an order or if the professional
reseller has substantial outstanding unshipped inventory. * Professional resellers will receive notification that
they are currently on hold.

*Note: These thresholds are subject to Ticketmaster Resale’s sole discretion.

Payment Methods
Payment by Direct Deposit – The preferred payment method is direct deposit. Professional resellers have
the option of configuring payments to their bank accounts within EventInventory.com or TradeDesk via
ACH payment. Once the account information has been verified, professional resellers can expect to receive
payments directly into their bank accounts in accordance with the payment terms. A notification email will
be sent when a payment has been made. Direct deposit is not available for Canadian events. Sales for all
Canadian events are paid via check.

Canadian Currency
Orders are processed and paid in Canadian Currency via check only on the third Thursday of each month.

Payment Tracking
A complete payment history is available in EventInventory.com and TradeDesk.

Investigations/Reconciliation Requests
Professional resellers may request an investigation or reconciliation by contacting their Account Manager
and providing order IDs, production dates, PO amounts, and any other information within 60 days of the
event date of such order in question. The settlement of the order in question is finalized 60 days after the
event.

Credit Cards
Professional resellers must have a valid credit card on file at all times. Ticketmaster Resale will remove in-
ventory for any professional reseller who does not have a valid credit card until one is added to the profes-
sional reseller’s file. Professional reseller agrees that Ticketmaster Resale may charge professional reseller
credit card for charges pursuant to this Handbook.

35
 Ticketmaster Resale Subscription Fee
Professional resellers will be invoiced on the 5th of the month and their credit card will be charged on the
25th of the month. Professional resellers who are deactivated for non-payment will require a cashier’s
check for 3 months’ fee in advance of being reactivated.

Cancellation of Membership
Professional reseller who wish to discontinue their membership must notify their Account Manager in writing.
You will be responsible for any current billing and the buyout of the contract if applicable.

A hold will be placed on accounts that do not have a valid credit card on file.

Account Management
Account Managers oversee the daily business needs of all professional resellers and are assigned to pro-
fessional resellers by region. Account Managers are the initial point of contact for all business issues and
can be reached at 877.800.3434 during normal hours (8am to 5pm CT, M-F) or by email at
partnerservices@ticketmaster.com

eiBox Office technical issues should be directed to 877.800.3434, option 3, or

eibotechsupport@eventinventory.com.

TradeDesk technical support can be reached at TradeDeskSupport@ticketmaster.com.

For afterhours technical emergencies, call 847.376.0442.

The Professional Reseller Hotline is available to resolve fulfillment or order issues: 815.444.4955.

Disciplinary Procedures
The Operations Analyst regularly reviews ship accuracy, consumer complaints, and reports related to im-
proper ticket listings or delivery issues. If after investigation the Operations Analyst determines that a com-
plaint is valid, the professional reseller in violation will be notified as outlined in the disciplinary procedures
detailed below. Excessive violations will result in permanent removal from the Marketplace and/or retail
consumer websites.

36
 1st Violation Verbal Warning Account Placed Under Review

2nd Violation Verbal Warning Account Remains Under Review

Written Communication from

3rd Violation Sr. Director of Partner Services Account Suspension Warning

Automatic 2-Week Suspension

Written and Verbal Communication from Removal from the Marketplace
4th Violation Sr. Director of Partner Services
Removal from Ticketmaster Resale
consumer websites

Automatic 6-Month Suspension

Written Communication from Removal from the Marketplace
5th Violation Sr. Director of Partner Services
Removal from Ticketmaster Resale
consumer websites

Ticketmaster Resale reserves the right to escalate the disciplinary process or to delist a professional reseller
as it deems necessary in its sole and absolute discretion.

Professional Reseller Account Maintenance

Professional resellers are expected to keep all contact, banking, and credit card information current. This
includes reporting any changes to corporate structure and/or Federal ID numbers. Professional resellers
must keep an updated W9 at Ticketmaster Resale at all times. Professional resellers may contact their Ac-
count Manager to report changes to their accounts.

Ticketmaster Resale reserves the right to revise any of the components of this Seller Handbook at any time.

We reserve the right to temporarily or permanently suspend professional resellers from using our platforms
if we determine, in our sole discretion, that any violations of our policies set forth in the Seller Handbook are
violated or we have reason to believe they may have been violated.

37
 XI. Appendix
Reasons for Broken Orders

Rejection reasons that will affect professional reseller performance metrics:

1. Professional reseller office closed/too close to event to wait

2. Professional reseller listed date/time/price incorrectly

3. Original tickets are not available – no acceptable substitutes

4. Could not fill the order in time/event passed

5. A-Pending – aged order; no response

6. Professional reseller did not approve as promised

7. Professional reseller will not split tickets per split rules

8. Seats are not together (not noted on ticket listing)

9. Professional reseller rejected the order and does not have substitute tickets

10. Professional reseller is masking ticket location

11. Professional reseller changed delivery method (i.e., customer selects UPS delivery and
tickets can only be delivered via will call/emailed)

Cancellation reasons that will affect professional reseller performance metrics

1. Professional reseller listed date/time/price incorrectly

2. Customer is not comfortable with pick up location

3. Customer received the wrong tickets

4. Customer did not receive the tickets

5. Professional reseller did not ship the tickets

6. Customer could not get into event

38
 7. Tickets are not available and no substitutes provided

8. Professional reseller could not fill the order before the event passed

9. Professional reseller’s office is closed during business hours

10. Barcode loading or AVD issues

11. Change in delivery method after order finalization

This list is representative of the reasons for rejected/cancelled orders and may not be exhaustive.

39