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Section 1:  Policies and General information

? Is TICKETGUYS.com Secure?
YES, TicketGuys.com uses Network Solutions 128bit SSL Encryption, to ensure the privacy of your personal information.  This means you can place your order without fear of interception, provided you're using an SSL compliant browser such at Netscape Navigator or Internet Explorer.  

? Why don't I see the little padlock?

Please note: Encryption will not begin until you move past the homepage and begin a sales transaction. Only then  will you see the Secure Padlock Symbol appear.  Also please note that if you have reached our site through frames from one of our clients website, the site is secure but because of how frames behave the padlock will not be displayed.  You may right click on the page & select properties to see verify encryption. For more information please read our privacy policy.

? Which credit cards do you accept?

TICKETGUYS.com accepts Visa and Master Card.

? What is your refund policy?

Refunds are only issued if an event is cancelled or rescheduled. Purchasing tickets is a financial commitment, so don't buy them unless your absolutely sure that you want them. And always remember to verify the Date, Time, price, and Location of the event, prior to completing any purchase.

? Why don't you give refunds?
TicketGuys.com is an Agency, and we're only allocated a limited number of seats to each event date. By purchasing them, you remove them from our inventory, and limit the choices available to other customers. This results in potential 'lost sales' for a particular date, which we cannot necessarily recoup by putting the tickets back on sale at a later time.
 

? Why am I paying a service charge?
TicketGuys.com is an independent ticket agency that provides a service, and charges a fee for that service. We provide a promoter's customers with the convenience of purchasing tickets online, or by mail. Being frequent ticket buyers ourselves, we don't like service fees anymore than you do. However, until Gene Rodenberry's futuristic World vision of a Socialist Utopia comes to pass, we can't work for free, so we do have to charge a modest fee. A few clients charge no service fees if you get tickets directly from them, so If you wish to avoid any service charges, try contacting the venue box office directly.

? How much is the service charge?
Our service charge varies, depending on the event, venue, location, ticket price, and our individual contract with the event's promoter. We always do our best to keep our fees as low as possible, as we hope to sell as many tickets as possible.
 

? What happens if an event is cancelled or rescheduled?
In the event of a cancellation or rescheduling of an event, TICKETGUYS.com will notify all ticket buyers as soon as we receive notification about the change.  In all instances you will be given an option of a refund including any services charges you paid.  If the event has been rescheduled you will be given first opportunity to have your tickets exchanged for the new date and time.

While California law doesn't require ticket vendors to refund service charges, we feel that our customers are entitled to a full refund if an event is cancelled.

? Will my tickets be mailed or held 'Will Call'?

For most of our online clients you will be asked to print out your confirmation and take it to WILL CALL to exchange for your tickets the day of the performance. Some of our clients offer the option of paying an additional fee to have your tickets printed & mailed out by TICKETGUYS. When this option is available, it will be noted during the sales process on the final check out page, and must be selected at the time of purchase.  The chosen ticket delivery method for your sale will also be indicated on your confirmation.

? What does the term 'Will Call' mean?

'Will-Call' is a box office term that means tickets are to be picked up at the location of the event - on the day of the event.  In the instance of online purchases, Will-Call tickets will generally be available beginning 90 minutes prior to the event. Will-Call tickets are held under the name appearing on the credit card used to make the purchase.  In some venues you may be asked to present a photo ID and/or the credit card used to make the purchase for verification purposes.

Another term Box Office's use to refer to this is CABO: "Collect at Box Office"

SECTION 2: QUESTIONS ABOUT ONLINE TRANSACTIONS

? How can I be sure my order was processed?

The final step in purchasing tickets is to enter your credit card number and click the "Purchase Tickets" button.

Once you click "Purchase Tickets", your credit card is verified and charged.  You will immediately get a "Confirmation Page"  that includes your transaction number, and all details about the event you purchased tickets for.

Please print this page as your receipt and take to Box Office

You should also received a secondary confirmation by email within 15 minutes. [If you do not, check your SPAM folder.]

Please note that it is possible to get cut off or loose the internet connection during card verification. If you are not sure if the transaction went through, please remember to first check your email & SPAM folders, then contact us before attempting a 2nd transaction. We can verify whether or not the transaction was completed, and send a duplicate confirmation when necessary. To contact us call 831-656-9507 or email us at ticketing@sbcglobal.net

? Why was my Credit Card declined?
To help prevent fraud, Credit Card transactions are now a 2 part process: First, your credit card issuer "authorizes" the transaction, verifying that the funds are available, and placing a temporary hold on them. AVS (Address Verification System) also checks the address & zip code information you provide, against what your card issuer has on file. Once the appropriate authorization & verification response comes back from your card issuer, our system settles the transaction, completing the charge. HOWEVER, if the response that comes back indicates that the address & zip code information do not EXACTLY match what your credit card issuer has on file, our system will not "settle" the transaction.

NOTE: If your credit card transaction is declined, PLEASE be sure to verify the address & zip code information as it appears on your credit card statement, BEFORE attempting any additional transactions.

? If transaction was declined, why do I see a charge on my card ?
While a declined transaction will not be "settled", by our system, the requested dollar amount is temporarily set-aside by your credit card issuer as a pending charge, reducing your credit limit. If a cardholder speaks to their issuer or views their credit card statement on-line, they may see the authorized amount being held, and assume they have been charged. This is only a temporary hold that will usually time out after 48 to 72 hours, depending on your individual credit card issuer.

? Why does this happen?
Unfortunately, the credit card industry is slow to change, and has not really caught up with modern technology, the Internet, or E-Commerce. Everything is still based on the old "Brick & Mortar" days of business, where a "declined card" message could be overridden by the store owner, if he looked you over, checked your I.D., and decided you seemed trustworthy. Obviously that cannot done online, and while we have asked repeatedly, there is currently no way of keeping these holds from taking place.
 

? What if I lost/did not print my confirmation?

Even if you did not print the final confirmation page at the time of purchase, a 2nd copy is automatically sent to the email you provided. In addition, you can still pick up your tickets at Will Call by presenting both the Credit Card used to make the purchase and a valid photo ID.
 

If you lose both copies, forget what day you purchased tickets for, or need the venue information and performance time of the event for which you purchased tickets, we can provide a duplicate confirmation. Simply contact us by phone (831-656-9507)or email (boxofficeguys@aol.com) and give your Name, phone number, and the title of event, and we can contact you and email a duplicate confirmation.

? What if I file a chargeback ?

Chargebacks: If you issue a chargeback, either by mistake or fraudulently, TICKETGUYS.com will assess a $25.00 processing fee for each individual chargeback. Once a chargeback has been received, we will immediately suspend your account until the matter is resolved. If you issue a chargeback against TICKETGUYS.com to avoid payment (fraudulent chargeback), we will assess the $25.00 fee and add it to your account total. This will then be turned over to collections.
 

? What if I did not receive an email confirmation ?

Several Things could be the culprit.  (1) Often times people will enter their email incorrectly, causing emails to be bounced back to us.  (2) our email was redirected to your SPAM folder or automatically deleted depending on your mail preferences. (3) You could be using a local ISP such as REDSHIFT or SUREWEST which both have a tendency to block incoming email when volume increases, we see this happen during extremely popular events, normally in the last 24 hours when internet sales are the busiest.  Please check your "spam" & "recently deleted" folder s prior to contacting us. (If you are using a local ISP - switch to a real internet provider such as AT&T or AOL.)

? What if I use a HOTMAIL account for email?

Microsoft's MSN Hotmail and newer "Windows Live Hotmail" are free email account services, and as our fathers all told us...you get what you pay for.  Most email services have methods for legitimate web based businesses such as TicketGuys to identify themselves and be 'white listed' so that they are not mistakenly flagged as SPAM by one customer, which then denies all other customers their email confirmations.  Microsoft, unfortunately, does not offer this ability, and their 'Smart Screen' filtering program is apparently not quite that smart: It simply considers volume of email past a certain point 'suspicious' and offers no practical way around this for small businesses. Therefore, those of you using HOTMAIL for an email account should make sure to print your confirmation at the time of purchase, as you will likely not get any secondary automated confirmations.

? What if I am an EarthLink Customer?

Often we get a responses from EarthLink email address stating:

 - TicketGuys is an automated system,  we do not have the staff to respond to every bounced back email.

? What if I am a Redshift Customer ?

Redshift customers will not receive email confirmations for orders placed at TICKETGUYS.com.  We have contacted them both by email and by telephone letting them know the nature of our business, and the email address from which our confirmations originate.  Last time we called their tech support, we were told our email address would be added to the "white list" and would no longer be considered SPAM, however confirmations sent to Redshift users continually get returned with an undeliverable message:

We recommend using a real internet provider, and not doing business with local ISP's that say the are community minded but really are not. 

? Can I exchange my seats for another date ?

Our agreement with the venues is that ALL SALES ARE FINAL, our contract does not permit us to issue refunds or exchange dates, however some venues will be able to honor your request for exchanges if given notice at least 24 hours before the performance you hold tickets for and alternate performances are still available for booking.  Please check directly with the venue Box Office for details.

KNOWN BROWSER PROBLEMS...

Please understand that no one knows everything about everything. The Internet involves the interaction of numerous software systems.  Some on our end, some on your end - some which we can control, some which we cannot.  This means that weird things occasionally happen,  particularly with new versions of web browsers & security software.  We do our best to make sure our website works with as many systems as possible, and rely on the advise of professionals & amateur alike to make things better. If you have encountered an apparent problem, please let us know.  Meanwhile, here are several known problems we have encountered...

Problems Connecting with WebTV

We are aware of some problems with people trying to connect to TICKETGUYS.com via WebTV, and are working on solutions.  When looking for answers to this problem we discovered many other websites have trouble displaying as well with WebTV.

Drawbacks of WebTV 
WebTV Plus can not deal with frames very well, as there is no option to view multiple windows at once. The other bad thing is that it cannot handle Real Video, and it has trouble with some Java powered sites, as its technology isn't up to speed yet with some of the high-end websites. http://www.webgrrls.com/wfs.jhtml/tech/tutorials/webtv.phtml
 

"WEBTV users may experience difficulties using inter@ction as WEBTV does not support some of the features necessary to use the applications."

Further Information: http://experts.about.com/q/2107/3993071.htm

Problems with Mozilla Web Browsers

We are aware of some problems with people attempting to use some Mozilla web browsers with TICKETGUYS.com.  From our stand point these problems are in the Mozilla browser, as this is "Free Ware" there is no responsible company, or technical support for us to contact.  Their solution to solving the problems is to have a user submit a detail analysis of the problem with the solution, then they will consider correcting the problem.  Since 99 % of the world is using Microsoft technology, we feel its a far better use of our time to maintain a system compatible with IE.  We suggest that you use Internet Explorer 6.0 or better.  Remember you get what you pay for and using "freeware" or "shareware" is like trusting you car to a Kmart mechanic.

That info in my shopping cart is NOT what I picked!

INTERNET EXPLORER &  AOL USERS

If you are seeing old, incorrect show dates & prices towards the end of the sales process, it may mean your computer is not being updated from the net, and you are seeing old, cached pages from previous visits. The problem is the "check for newer versions of stored pages" option in the settings for Internet Explorer. Newer versions of Internet Explorer default to the "Automatically" setting of this option. Over time, when the browser determines that images on the page appear to seldom change, it can begin to check less and less frequently for newer versions, and will use old cached versions in an effort to 'speed up' the browsing process.

Here's how AOL & Internet Explorer users can fix this problem:

1. At the top of your AOL or Internet Explorer screen, click on Settings. When he menu comes down, click on Preferences.

2. A box will come up. To the far right will be a list of things including Internet Preferences (WWW). Click on it.

3. A new box will come up. Where it says Temporary Internet files, there is a box that says Delete Files. Click there (it will get rid of your old cache which causes you to see old screens from previous visits to TICKETGUYS and other frequently visited sites.)

4. Next click on the box beside it that says Settings. Where it says: "Check for newer version of stored pages," check "Every visit to the page." Then click on the OK on that page, and then click on the OK at the bottom.

5. Now the pages & information you see should update correctly as you go through the sales process.

Save or remember this procedure, and delete those stored files every month or so. Otherwise, you will be seeing old information.

Those using Macintosh computers, or Safari & Firefox web browsers will need to go though a similar process. You should check with your user's manuals or Help functions for instructions.


 

© 2003 - 2008 All Rights Reserved
Box Office Guys
Post Office Box 161
Monterey, CA 93942
831-656-9507