How can you open a dispute with a seller?

If you encounter a problem with a ticket purchased on PasseTonBillet, particularly if it is refused at the entrance, you must open a dispute from your PasseTonBillet account.

A message sent by email or through the support chat does not replace opening a dispute from your account.

1. Log in to your PasseTonBillet account and open “Disputes / conversations”.
2. Click “Open a dispute”, then select the purchase concerned.
3. Read the information shown before continuing to the form.
4. Select the reason for the dispute, describe the problem precisely in your first message to the seller and attach the required or useful evidence: a photo, screenshot, refusal email, certificate confirming that the ticket was invalid, or any other supporting document.
5. Click “Open dispute and send” to submit your request.

Your first message opens the dispute and creates a conversation with the seller. Your message and attachments are visible to the seller and PasseTonBillet support.

We recommend asking the ticket office or access control staff for a certificate confirming that the ticket was invalid, with the organiser’s stamp where possible. Do not wait until you have gathered every document before opening the dispute within the deadline.

From your account menu, open “Disputes / conversations”, then select the conversation for the dispute concerned. You can view the messages, attachments and dispute status there.

When a reply is requested from you, reply in that same conversation and add any useful supporting documents. Participants take turns replying, within the limit shown on screen: group your explanations and attachments together in your messages. Do not share an email address or phone number.

Once the exchanges between buyer and seller have ended, PasseTonBillet support continues reviewing the case.

Dispute conversations are not available for PassSecure tickets. Follow the instructions shown in your case.

You must open the dispute within the deadlines below:

During the dispute review, PasseTonBillet may temporarily block the transaction while it analyses the case, provided the dispute was opened within the deadline.

After these deadlines, PasseTonBillet may be unable to process the request through the dispute procedure.

How long does it take to resolve a dispute?

Our team generally reviews disputes within 2 to 4 days. This timeframe may vary depending on the complexity of the case and the checks required.

PasseTonBillet reviews each dispute using the available evidence: the ticket provided, statements from the parties, transaction data, histories, automated checks and, where necessary, additional verifications.

Following this review, PasseTonBillet makes a decision.

Decision in favour of the buyer

The transaction is cancelled. The buyer is refunded and the seller is not paid.

This decision may be made when the seller is responsible for the problem, for example if the ticket does not match the listing, has already been used, contains an obvious listing error or does not allow entry to the event.

Any additional costs incurred by the buyer, such as another ticket, transport or other incidental expenses, remain their responsibility.

Special case: a cancelled event

A refund relating to an event cancellation follows a different rule from a dispute about a non-compliant or invalid ticket for which the seller is responsible.

If the event is cancelled, only the ticket’s sale price is refunded: buyer service fees and transaction fees are not refunded, except where mandatory legal provisions provide otherwise. This rule still applies if you opened a dispute for the reason “event cancelled”.

Read the procedure and refund details for a cancelled event.

Decision in favour of the seller

The transaction is upheld. The buyer is not refunded and the seller is paid within the usual timeframes.

This decision may be made when the ticket is considered valid, the seller is not responsible for the reported problem or the listing complies with PasseTonBillet’s terms.

Important

PasseTonBillet’s decision is final and binding on both parties. The buyer and seller are informed by email. PasseTonBillet is not required to disclose the details that led to its decision.

How does PasseTonBillet review a dispute?

Yes. If you opened a dispute and then change your mind, you can cancel it from its conversation when that action is available. Cancelling a dispute is final and can only be done once.

How can you cancel an open dispute?

Updated on: 05/11/2026