How does the examination of a dispute/claim work?
Here is an extract from our CGU which explains how the examination of a dispute by PasseTonBillet works:
PasseTonBillet will endeavor to examine the dispute between the buyer and the seller of the ticket, using the information and technologies at its disposal.
On the basis of these investigations, PasseTonBillet may render one of the following two decisions in order to resolve the dispute:
The transaction is canceled, the buyer is refunded and the seller is not paid for the sale of his ticket.
After investigation, PasseTonBillet decides that it is the responsibility of the seller and not the buyer if the transaction is not compliant.
Any additional costs linked to the invalidity of the transaction (repurchase of a new ticket, other expenses, etc.) will be the responsibility of the buyer.
The seller will be responsible for the risks linked to the use of the information (PDF ticket, etc.) transmitted to the buyer at the time of the transaction.
It is specified that in the event of a manifest error by the seller and noted by PasseTonBillet, when completing the fields in the ad (price, category, location, etc.) by the seller, then the dispute will be won by the buyer. Any error in completing the ad is the responsibility of the seller.
The transaction is maintained, the buyer is not reimbursed for his purchase and the seller is paid for the sale of his ticket.
After investigation, PasseTonBillet decides that the transaction is indeed valid, that the problem reported by the buyer is not the responsibility of the seller and that the advertisement is in compliance with the T&Cs of the site.
Any additional costs linked to the invalidity of the transaction (repurchase of a new ticket, other expenses, etc.) will be the responsibility of the buyer.
The buyer and the seller will be informed by email of PasseTonBillet's decision and will be required to respect the decision, without being able to contest it.
PasseTonBillet is not obliged to justify the reasons which motivated its decision to the buyer and/or the seller.
PasseTonBillet will endeavor to examine the dispute between the buyer and the seller of the ticket, using the information and technologies at its disposal.
On the basis of these investigations, PasseTonBillet may render one of the following two decisions in order to resolve the dispute:
**Decision (1): dispute won**
The transaction is canceled, the buyer is refunded and the seller is not paid for the sale of his ticket.
After investigation, PasseTonBillet decides that it is the responsibility of the seller and not the buyer if the transaction is not compliant.
Any additional costs linked to the invalidity of the transaction (repurchase of a new ticket, other expenses, etc.) will be the responsibility of the buyer.
The seller will be responsible for the risks linked to the use of the information (PDF ticket, etc.) transmitted to the buyer at the time of the transaction.
It is specified that in the event of a manifest error by the seller and noted by PasseTonBillet, when completing the fields in the ad (price, category, location, etc.) by the seller, then the dispute will be won by the buyer. Any error in completing the ad is the responsibility of the seller.
**Decision (2): dispute lost**
The transaction is maintained, the buyer is not reimbursed for his purchase and the seller is paid for the sale of his ticket.
After investigation, PasseTonBillet decides that the transaction is indeed valid, that the problem reported by the buyer is not the responsibility of the seller and that the advertisement is in compliance with the T&Cs of the site.
Any additional costs linked to the invalidity of the transaction (repurchase of a new ticket, other expenses, etc.) will be the responsibility of the buyer.
The buyer and the seller will be informed by email of PasseTonBillet's decision and will be required to respect the decision, without being able to contest it.
PasseTonBillet is not obliged to justify the reasons which motivated its decision to the buyer and/or the seller.
Updated on: 13/05/2024
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