How does the examination of a dispute/claim work?

When a dispute is opened, PasseTonBillet analyses the situation using the available evidence: tickets provided, statements from the parties, technical data, histories, automated checks and supporting documents added to the case.

If necessary, additional checks may be carried out, including with access control staff, the organiser or the ticketing provider concerned.

Follow the conversation and add information to your case

From your account menu, open “Disputes / conversations”, then select the conversation for the dispute concerned to view the exchanges, supporting documents and case status.

When the conversation allows you to reply, add your explanations and evidence directly to that case. Your messages and attachments are visible to the other participant and PasseTonBillet support. Once the exchanges between buyer and seller have ended, support continues reviewing the dispute.

PasseTonBillet’s decision

Following the review, two decisions are possible.

Decision in favour of the buyer

PasseTonBillet considers that the seller is responsible for the problem or that the ticket did not allow the expected access.

In this case:

• the transaction is cancelled;
• the buyer is refunded;
• the seller is not paid.

This decision may be made, for example, if the ticket is non-compliant, has already been used, contains an obvious listing error or does not match the information displayed at the time of purchase.

Any additional costs related to the situation, such as buying another ticket, transport or other incidental expenses, remain the buyer’s responsibility, as stated in PasseTonBillet’s terms.

Decision in favour of the seller

PasseTonBillet considers that the transaction is valid or that the seller is not responsible for the reported problem.

In this case:

• the transaction is confirmed;
• the buyer is not refunded;
• the seller is paid within the usual timeframes.

This decision may be made when the ticket is considered valid, the listing complies with the terms or the evidence provided does not establish a problem attributable to the seller.

Notification of the decision

The decision can be viewed in the dispute conversation and is sent to both parties by email. It is final and must be respected by the buyer and seller.

PasseTonBillet is not required to provide the details that led to its decision.

Updated on: 05/11/2026