Eventbrite

We use eventbrite to books hundreds of shows per year and for the most part have good success with getting our money from them in a timely manner (Wednesday each week they payout less fees). People need to remember that eventbrite is a ticket system used by the promoters for events so if they need a refund for a ticket the promoter or event has to refund the ticket first before they can refund the ticket to the customer. The challenge we have is that the system really has not been updated in a few years. COVID forced a large number of cancellations and postponements so we had to setup a credit card with Eventbrite and advanced money to them to refund tickets. Challenge we have is many customers used emails or contact numbers that are no longer working, we have even confirmed a few are in fact deceased customers and anything postponed longer than a year cannot be refunded to the credit card companies for some reason. We are trying to work with our customers who have reached out to refund money to them using a new credit card number or even cutting cheques to estates if need be but we need to collect the money back from Eventbrite that we advances so they could try and refund customers. In many cases we postponed the event and ran it in 2022 or 2023 but the system will not update it from postponed so it is not paying out the balances they owe us. What I found even more interesting is there is no way to run a report to see what events have balances owing, if not for our year end review processes we would not have realized we have a few thousand dollars owing from them. We reached out to customer service and they would not talk about how we would get our money back they kept trying to tell us that we needed to refund all our customers before they would return our money. Hmmm... we gave them the money to refund to our customers through their system and they havent yet they will no longer give us our money back so we can refund them directly because their system cant handle refunds properly. It has now been over three weeks with no refund and no response, each time we call the customer support line all they do it try and chastise us on our refund processes. So tired of this we are now looking at different solutions. Careful with this stock as if this is the approach they take with all their customers this is not a stock I would want to own, to clients. Review any events that you previously postponed or cancelled if you gave them any money there is a good chance they owe you something.