Internet Web Culture

Why Selling Tickets On Seatwave Was The Most Expensive Mistake I Ever Made

Matthew Hughes 27-02-2014

I really like French music.


MC Solaar. Charlotte Gainsbourg. Carla Bruni. I can’t get enough of it. Sadly, it’s quite rare for a French language musician to tour the UK. However, when Belgian-Rwandan rapper Stromae announced tour dates in London, I was overjoyed.

He was playing at Koko — a reasonably small music venue in Camden, and tickets were sure to get snapped up in short order. This is largely due to the huge amount of French language speakers in London (400,000 French people live in London. More French people live in London than Bordeaux or Strasbourg), as well as the huge amounts of press Stromae has received in the anglophone world, with the New York Times and The Guardian having written features about him.

With mere seconds to spare, I snapped up tickets for myself and two friends of mine who are based in Geneva; Switzerland’s Francophone capital.

But then we suddenly found ourselves unable to attend. Admittedly, none of us fancied the tedious trip to London and facing the grim weather found in England’s capital.

So, the decision was made to flog the tickets, which at this point were going for £150 each on Seatwave.


Meet Seatwave

The rise and rise of Seatwave has been phenomenal. Since 2007, they have placed a legitimate face upon the once shady face of ticket touting Watch Out StubHub, Razorgator Is Coming For The Second Hand Ticket Crown StubHub has long been the leader in the massive second-hand ticket market, but Razorgator is a site making serious waves in the scene. Read More . Part of this is a result of their Ticket Integrity guarantee, which states:

You will receive the ticket you ordered, on time, valid for entry.
If not, we’ll do everything within our power to get you a replacement, equivalent or better at no extra cost.
Failing that (and it does mean we’ve failed you) we’ll give you a full refund.
If you are selling on Seatwave we promise you will get paid on time for the tickets you sell and deliver.
We call this our Ticket Integrity and it means you can buy from us with absolute confidence.

What’s not to love? The consumer gets what they’ve paid for and is protected against forgeries and counterfeit tickets. Sellers are spared the excruciating process of chasing up payment.

Listing My Tickets

I was convinced.

I saw that tickets were being sold for £150 a pop, so I decided to be a bit sneaky and undercut the other sellers by listing them for £90 each. It was easy, painless and secure. I left the house, and went for a walk.



By the time I came back, they had been sold.

When I came to upload my ticket, I noticed something odd.

Please make sure all members of your party are with you when you check in.Please print this email and bring it with you to the event together with a form of id and the credit/debit card that you used to make the booking. These will be required to ensure you are checked in and admitted.



That Ticket Integrity Guarantee

Before I carry on, I just want to state something.

I’m totally at fault here. I messed up. I dropped the ball. I should have read the tickets before selling them. I’m glad that it was caught at this stage, because it would have broken my heart to disappoint the people who bought my tickets.

I should have read what my tickets said, and then I never should have sold them in the first place.



Remember that Ticket Integrity guarantee I mentioned earlier? Well, one thing it failed to mention in the marketing material was what happens when a ticket sale goes awry. Without quoting the legalese found in the Terms and Conditions (which you can read here, if you are so inclined. Section 9:3 is the pertinent one), the seller is liable to pay what’s called a ‘failed order’ fee, which includes £25 charges, 25% of the ticket cost and any additional costs associated with sourcing a replacement ticket.

I phoned up the helpline (which was an expensive, premium-rate non-geographic number, although I found a cheap geographic number. Based in Ireland) and I got through to a rather helpful person who made me feel at ease. This happens all the time. Don’t worry.

I just needed to send them a letter of authorization, and the buyer would get into the concert just fine. Nothing to worry about.

Everything was fine, until it wasn’t

Last Monday, I got an email.

Hello Matthew,

After looking at the E-Ticket you have sent it is not a standard E-Ticket, unfortunately we will have to cancel this order as the venue will require them to have the card that was used to purchase the tickets and ID.

Sorry for the inconvenience but as you can understand a letter of authorization in this case won’t work.


I’m still on the hook. Because I decided to be sneaky and undercut the other sellers, odds are good I’m going to face a massive fee. This will almost certainly be in the hundreds of pounds, exacerbated because I decided to list my tickets at a low price. Time will only tell how much I’m going to get stung for.


It’s quite unorthodox for someone to write an article about how using a service cost him hundreds of pounds, and then go on to recommend that particular service. But I am. Here goes.

If you want to go to a gig which has sold out, I recommend you use Seatwave. Seriously It’s safe. It’s secure. The site is pretty decent. You’re guaranteed to get into the gig, if things actually do go wrong. You’re not going to get these protections from buying your ticket from a bloke on the street. Just use Seatwave.

But if you’re a seller?

Be extremely careful. I’ve read stories of people who have made seemingly innocent mistakes (listing tickets for the wrong date) and being faced with excruciatingly huge fees as a result. If you slip up, or if your tickets contain a ‘gotcha’ as mine did, or if your buyers find themselves on the wrong side of a bouncer, you could find yourself paying an eyewatering-ly huge amount.

I don’t ask for sympathy. My predicament is one of my own creation, and I plan to accept the consequences like an adult. I just ask that you heed my warning and take care when selling tickets online The 6 Best Ticket Sites to Get Event, Concert, and Sports Tickets Here are some of the best ticket sites that are better than Ticketmaster if you want to get awesome seats at popular and sold out events. Read More . In retrospect, I really should have read the terms and conditions of the site. One of my colleagues – Erez Zukerman – has written a rather excellent piece on how to read these incredibly dry texts 4 Ways to Read and Understand an End User License Agreement (EULA) More Easily EULAs, or End-User License Agreements, are one of the evils of modern life. These are endlessly wordy agreements, usually written in tiny print. These are the things you blindly scroll down, looking for that darn... Read More , and you’d do well to check it out.

Have you used Seatwave before? Love it? Hate it? Let me know how it worked for you in the comments below.

Image Credit: Concert Flow (Yves Tennevin)De Wachtnacht (Peter Huys), Tickets (Bev Sykes)

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  1. Nicole
    September 29, 2017 at 1:34 pm

    I son one going to talk about the fact that the tickets sell for sometimes over 400% of face value. I tried to get tickets to a Due Lipa gig recently, thought hey 27.50 isn't a bad amount to pay for a gig. Long story short, I was on Ticketmaster at 1 second past 9 and apparently they were all sold out. Don't worry though, they're on Seatwave (another site owned by Ticketmaster) for 500 for standing.
    The site is bullshit and it needs to be boycotted.

  2. Kenneth Bisgaard
    July 29, 2016 at 9:46 am

    I have just had an awful experience. And like Matthew I certainly will have to take some of the blame myself since I also skipped the Terms and Agreement section and just clicked that damn box.

    I have apparently just sold my two tickets to Stuff You Should Know in Union Chapel on the 5th of August. YAY right? Nay. 'Cause just last night I sold the tickets myself via Facebook and SYSK's page. This morning I mailed them. Two hours later I get the mail that the tickets are also sold on Seatwave.
    'No biggie' I'm thinking. I'll just let them know that the tickets are sold. But that does not matter, I guess. I realize that I unknowingly have committed to supply tickets no matter what.

    I don't get it. I just don't. And I can hardly understand the response.

    'Hello Kenneth,

    Thank you for contacting us.Please be advised that as per point 9.4. of our user agreement non-fulfilment of sales is subject to charges.

    The standard charge for not fulfilling this order is £25+ 25% the price of the tickets. If we have replacements tickets, you will be charged £50 + the difference to what your buyer have paid and the price of the replacements tickets.

    You can look for replacement tickets for you buyer, if he agrees to them, no charged will be applied, if he does not, a charge will be made.

    Please let me know if you will source replacement tickets or if you will refuse the order and we will have to take over the order. If want to supply tickets and to avoid the charge, you can choose tickets from our website which we will offer the buyer and if he agrees to them, you will buy them and we will change the delivery addresses in the two orders.

    If you want further information on charges this is included in section 9.4 of your User Agreement.

    Please let us know how you’d like to proceed.

    Best wishes,


    Nope, still don't get it.

    • Gemma
      June 26, 2018 at 12:09 pm

      I have just stumbled across this post as I am in the exact same predicament!
      I was just wondering how this whole scenario panned out for you. Did you incur huge charges? I did the exact same thing.....put my tickets on seatwave but ended up selling to a friend. A few hours later Seatwave emailed to say they had been sold on their website. I totally understand that their terms and conditions are there for a reason but I think it is a total sham to charge people the way they do. I am awaiting an email to let me know my fate. I appreciate I am at fault to a degree but I just hope the charges wont be extortionate. ***Note to self - DO NOT SELL TICKETS ON SEATWAVE AGAIN...EVER!!!****

  3. BILL
    May 7, 2014 at 4:39 pm

    This can't was trying to make a quick profit and got burned. £90 was still well over face value, his explanation for not wanting to come to London is bullshit. Glad he got burned.

  4. Alan
    March 10, 2014 at 10:13 am

    I note that, if i have understood correctly, £180 of what you are up for was a loss that you actually decided to take when you listed the tickets so far under market value.

    A couple of worked examples will probably clarify.


  5. Scott Hedrick
    March 1, 2014 at 2:34 am

    How refreshing to read about personal responsibility instead of whining about how unfair the agreement was. It seems to be increasingly rare these days.

  6. Joe
    February 28, 2014 at 12:36 pm

    This has nothing to do with a country's laws. This was about the company's policy and the ticket policy, which the author admits did not read. This same thing could happen in the US. It's about contracts, not government.

    • Matthew H
      February 28, 2014 at 10:52 pm

      Oh, absolutely. I don't want to pass the buck. I messed up, and that's why I'm getting stung with a nasty fee. ;)

  7. Brian K
    February 27, 2014 at 11:04 pm

    Welcome to communist Europe. In the US we have a saying, AS IS. You buy it, you take the risk. That's not to say I'm advocating screwing the buyer, just that it's easy to back out of a pre-sale with no cost or obligation.

    If you have yet to deliver the goods you should be allowed to cancel the sale for simple refund. Europe and all of it's silly knee jerk fairness laws are ultimately not fair.

    In other news, I read that France intends to pass a bill banning employment.