My account has just been debited by Tixel

All sellers who proceed with Express Withdrawal will need to agree that our payment provider, Stripe, can debit their bank account in the event that a ticket is invalid on the day of the event or they become eligible to receive a refund directly from the event organisers due to cancellations. 

The key reasons a refund would need to be processed for your buyers are:

  • The ticket(s) you sold are no longer valid on the day of the event due to a decision from the primary ticketing partner or the event organiser.
  • The ticket(s) you sold do not allow the buyer to gain entry to the event, including, but not limited to, the ticket showing as already scanned in when the buyer attempted entry or the buyer never received the ticket from the seller where a name change is required.
  • The event organisers offer refunds to original ticket holders due to the event being postponed or cancelled.

If the seller has processed an express withdrawal and any of the above circumstances occur then Stripe will debit their bank account to ensure Tixel is able to refund the buyer. If Stripe is not able to process a debit due to insufficient funds or a closed account then Tixel will need to invoice the seller for the funds through Stripe.



Need more help? Contact our Support Team here.

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