Shira Newman buys one ticket to a Ms. Pat show but ends up with three. Why can’t she get a full refund for the two unwanted tickets? And why isn’t Eventbrite helping her?
Question
I recently bought a ticket through Eventbrite, a ticket platform, for a series of comedy shows featuring my favorite comedian, Ms. Pat. The ticket includes access to three events over a single weekend.
When I checked my credit card statement, I was shocked to discover that I had been charged three times for the same ticket! I immediately contacted the event organizer, who agreed to refund the duplicate tickets. However, they informed me that they couldn’t refund the Eventbrite fees, which amounted to $15 per ticket. They explained that if I disputed the charges with my credit card company, Eventbrite would still charge them the fees.
When I tried to contact Eventbrite to ask about its customer service, I was only able to interact with an unhelpful AI bot. It feels like a scam that I have to pay these fees for duplicate tickets that I never intended to purchase.
I’ve tried everything, and I’m running out of options. Is there anything you can do to help me get a full refund? — Shira Newman, Portland, Ore.
Answer
While duplicate orders are rare, they do happen — and the organizer is required to issue a refund. Eventbrite’s Organizer Refund Policy Requirements dictate that organizers are responsible for refunding your money. So when an error like this occurs, they’re expected to issue full refunds, no matter what Eventbrite does or which fees are refundable to the organizer.
I can only imagine what Ms. Pat might have to say about this double charge.
Actually, she probably wouldn’t say anything. She would just give you the look. You know what I’m talking about.
It’s that look of disbelief.
Can Eventbrite refund service fees?
Yes, but there’s a catch. While Eventbrite’s fees are typically nonrefundable, organizers can refund them through their dashboard if they choose. In this case, Eventbrite confirmed that organizers have this capability, but many don’t realize it. Always escalate to the platform directly if the organizer refuses. Save screenshots of Eventbrite’s policy (e.g., their FAQ stating organizers can refund fees) to strengthen your case. (Related: StubHub couldn’t deliver my Rod Stewart tickets. Am I owed any compensation?)
What to do when you’re overcharged for event tickets
Your battle with Eventbrite underscores broader issues: unclear policies, unresponsive bots, and fees that stick even when errors occur. Consumer frustration is surging as ticketing platforms automate customer service. Here’s how to protect yourself:
Speed matters
Review your bank statements and ticket confirmations immediately after purchase. Duplicate charges often slip through during high-demand sales. If you spot a problem, contact the organizer first. Many platforms, including Eventbrite, place refund responsibility on event hosts. Politely cite their refund policy and ask for a timely resolution.
Fight the fee loophole
Ticket platforms hate refunding their fees, but don’t back down. Escalating to a platform’s trust and safety team if organizers claim they can’t refund fees. You can quote a platform’s policies to resolve your case; Eventbrite’s FAQ says organizers can refund fees via their dashboard. (Screen-grab this to bolster your case.)
Outsmart the bots
Bypass AI chatbots by using phrases like “escalate to a manager” or tagging the platform on social media. Also, ask for a written confirmation of refund timelines. Without it, disputes get murky.
When to pull the credit card dispute lever
File a credit card chargeback only after exhausting other options. While effective, platforms may blacklist your account. Remember, you have 60 days post-transaction to dispute under federal law.
Duplicate charges are often resolvable, but persistence is key. Document, escalate, and know your rights.
More fight refunds, travel fails and comebacks
How to fix this refund problem with Eventbrite
You might have prevented this from happening by being extra careful when booking your tickets. Sometimes, when a sale doesn’t go through right away, you’re tempted to click the “buy” button again. That can lead to double or triple purchases. It’s unclear what happened in your case. Eventbrite wouldn’t say if you pushed the button three times or if it suffered from some kind of glitch. But I think we can all agree that you had two tickets you didn’t want.
You did the right thing by contacting the organizer and Eventbrite directly. You also did a great job of keeping a paper trail of all communication. In cases like this, documentation can be invaluable. It shows you trying to work through the system and giving the system a chance to work for you.
Remember, you can always escalate a complaint to a company executive. I publish executive contacts for many companies on my consumer advocacy site, Elliott.org. Here are the appropriate contacts for Eventbrite.
I contacted Eventbrite on your behalf to investigate this issue. A representative acknowledged the duplicate orders and explained that the organizer was instructed to process a full refund, including fees. “When a duplicate order happens, organizers can refund them, including our fees, through our platform,” he explained. Apparently, the organizer wasn’t aware of this capability.
Eventbrite didn’t want to make you wait, so it stepped in and issued you a full refund for the duplicate tickets, including the fees.
Loading ...✋ Your turn
Have you ever been charged multiple times for a ticket and struggled to get the full refund — including those annoying service fees? What did you do, and how did it turn out? Scroll down to share your experience in the comments after the FAQs.
FAQs
You should contact the event organizer first. If they refuse to refund, escalate to Eventbrite support and cite your documentation.
Use the phrases “escalate to human” or tag them on social media. You can also try finding executive contacts at Elliott.org.
Yes, under the Fair Credit Billing Act, you can dispute charges within 60 days if you didn’t receive what you paid for.
Because fee refunds are processed by the organizer, not Eventbrite directly — unless there’s a system error or escalation.
💡 Pro tip : Before checking out on any event platform, take a screenshot of the final payment screen — including how many tickets you’re buying and the total charge.This creates timestamped proof in case something goes wrong later.
Key takeaways
- Event organizers, not platforms like Eventbrite, are responsible for issuing refunds — including for fees.
- Duplicate charges can often be resolved if you act quickly, document everything, and escalate as needed.
- AI bots often can’t resolve nuanced customer complaints — knowing how to bypass them is key.
- Platforms may not refund automatically, but Eventbrite does allow organizers to return fees when necessary.
- Credit card chargebacks are effective but should be a last resort due to possible account penalties.
