PROFESSIONAL RESELLER HANDBOOK ticketmas ter RESALE Table of Contents 2 I. Contact Information 4 II. Overview and Introduction 5 III. Definitions 5 IV. Ticketmaster Resale Partner Program 9 V. Ticket Sales and Service Process 13 VI. Listing Policies and Procedures Listing Requirements Ticket Listing Categories Instant Delivery Mobile Tickets Ticket Listing Categories on TicketsNow In Hand Dates Ticket Accuracy Tickets that Require Special Location Notes Non-Event Passes – Meet the Artist/Parking Passes/Stadium Club, etc. Electronic Tickets Direct Marketing Consumers Youth Tickets Splitting Tickets Non-Consecutive/Piggyback Seats Ship By Date/In Hand Dates for In Hand and Contractual Listings USD-CAD Conversion Out of Office (Holiday/Weekend) Listing Protocol Special Events Charity Events Adherence to Listing Policies 14 14 14 15 15 16 16 16 1 718 18 18 19 19 20 21 21 22 23 23 23 VII. Order Generation Pricing Fraud 23 23 24 VIII. Confirmations and Cancellations Broken Orders Denied Entry Pending Orders Confirmed Orders 24 24 24 25 25 Rejected Orders Substitutions on Pending, Rejected, and Confirmed Orders Consumer/Ticketmaster Resale Cancellations Hold Process Cancelled Events Postponed/Changed Events Rules for Order Fulfillment Adherence to Confirmation/Cancellation Policies IX. Delivery Shipping Methods Special Handling Electronic Tickets Flash Seats Shipment Accuracy Change in Shipping Method Marketing Directly to Consumers Adherence to Delivery Policies X. Payments and Account Management Payment Terms Holds for Outstanding Accounts Payable Payment Methods Canadian Currency Payment Tracking Investigations/Reconciliation Requests Credit Cards Account Management Disciplinary Procedures Professional Reseller Account Maintenance XI. APPENDIX 26 26 27 27 28 28 29 29 30 30 3 13132 33 33 33 34 34 34 35 35 35 35 35 35 3636 37 38 3 I. Contact Information Ticketmaster Resale Partner Services 877.800.3434 option 2 partnerservices@ticketmaster.com Monday-Friday, 8am to 5pm (CST) TradeDesk Sales 815.444.4942 TradeDeskSales@ticketmaster.com Monday-Friday, 9am-5pm (CST) When to contact: • Account Set Up • Product Demo Set Up • Account Maintenance • Billing Inquiries/Payment Questions • Inventory Management • Double Sales • Quality Metrics When to contact: Ticketmaster Resale Professional Reseller Hotline 877.800.3434 option 4 or 815.444.4955 Daily, 8am-10pm (CST) When to contact: • All questions regarding pending or finalized Ticketmaster Resale and TicketsNow orders • Order-level issues with delivery and fulfillment • Discussing alternate tickets on rejected orders • Assistance with generating airbills or barcode errors on finalized orders • To check on hold requests for pending orders TradeDesk & eiBox Office Technical Support 877.800.3434 option 3 or 847.376.0442 (after-hours emergency support only) TradeDeskSupport@ticketmaster.com eibotechsupport@eventinventory.com Monday-Friday, 8am to 5:30pm (CST) When to contact: • Inventory Not Updating • You Sold Tickets That Were On Hold With Us • Scheduled Product Demos • TradeDesk or eiBO Performance Issues • Barcode Errors • Barcode Locks 4 • For detailed information on our custom broker solution, TradeDesk. Ticketmaster (Primary and TM+) Customer Service Line for Professional Resellers 855.878.2287 Monday-Friday, 9am-9pm (local market time) Saturday, 9am-8pm (local market time) Sunday, 9am-6pm (local market time) When to contact: • For assistance with existing Ticketmaster Primary and Fan-to-Fan (TM+) orders • No new sales may be conducted on this line • No exceptions will be made to policies listed on Ticketmaster.com II. Overview and Introduction Ticketmaster Resale is committed to the quality of the consumer experience. We want consumers to know that when they purchase from Ticketmaster Resale consumer websites, we will: • Provide a 100% unconditional guarantee, which states that once an order is confirmed, the customer will receive authentic tickets in time for their event • Ensure the validity of the tickets that are Verified by Ticketmaster • Ensure they receive the tickets they requested • Deliver their tickets promptly, professionally, and when promised When professional resellers participate in the Ticketmaster Resale Marketplace, they can expect: • To list tickets alongside the best professional ticket resellers in the country • Adherence to the NATB Code of Ethics and the rules of the Marketplace • Business-to-business transactions will be conducted promptly and professionally We cannot do this alone. We rely on the professional reseller community to partner with us to achieve the best consumer and seller experience possible. It is the very foundation of the Ticketmaster Resale Partner Program, and its principles hold true in both the Ticketmaster Resale Marketplace and Ticketmaster Resale consumer websites. Terms outlined in this Seller Handbook are in addition to the Ticketmaster Resale Listing Agreement and Terms of Use Agreement in TradeDesk and on eventinventory.com. This Seller Handbook and the Ticketmaster Resale Listing Agreement apply to all Ticketmaster Resale consumer websites, including TicketsNow, and the Ticketmaster.com resale program, TM+. III. Definitions AVD – Authentication Validation Delivery. Ticketmaster’s propriety method for authenticating ticket barcodes and reissuing as Ticketmaster Verified resale tickets, delivered to new purchasers via Instant Delivery. B2B Marketplace – Platform located in EventInventory.com where professional resellers can view and purchase inventory from other professional resellers and fans, including season ticket holders. Buyer fees apply to all purchases of fan and broker inventory. Buyers pay zero fees on all broker-to-broker transactions in the TradeDesk Marketplace (see TradeDesk Marketplace below). 5 Broken Order – A confirmed order that cannot be filled due to a professional reseller error and is not able to be filled with a customer-accepted substitution. BAPI (Broker Application Program Interface) – A gateway that provides a set of routines that open up a secure medium for our partners to access our data and integrate with our applications. BAPI aims to promote innovative products powered by our APIs through openness and transparency. Confirmation Date – The date/time an order is approved. Confirmed Order – An order that has been accepted by the professional reseller or auto-confirmed in real time. Contractual Tickets – Tickets that the professional reseller has a valid contract/agreement for, thereby, 100% chance of delivering prior to the event, but may not be in their possession at the time of listing. Professional resellers must be able to provide documentation of their rights to such tickets if requested; a specific delivery date must be noted in the listing. Delayed Delivery – When a content owner opts to provide access to tickets on a designated date that is often close to event time. Delivery Date – The date/time the UPS package is received, the Instant Delivery/Ticketmaster Verified Ticket is reissued, or the tickets are picked up by the consumer. Denied Entry – Customer is denied access to a specified venue for a specified event. Electronic Delivery (email) – Tickets that were received by the professional reseller as electronic delivery, but are not verified and reissued by Ticketmaster. Event – A set of one or more productions for the same artist, team, or show (e.g., Britney Spears Tour). Fill Rate – Orders Filled ÷ (Filled Orders + Broken Orders + Rejected Orders) Finalization Date – The date/time 100% guarantee is applied by Ticketmaster Resale. Finalized Order – An order where the customer has been charged, and we have communicated that tickets are guaranteed. Flash Seats – A paperless, electronic ticketing system that allows customers to enter an event by swiping an electronic ID (a credit card or driver’s license with magnetic strip). Full Auto Order – An order that is confirmed by the system. Guaranteed Order – Email notification of a pending order that requires action. 6 Handling Time – Difference between the date/time of the Web order notification and date/time of approval/rejection by the professional reseller. Average Handling Time is calculated on a “by order” basis. In Hand Date – Date the tickets will be in your possession and can be made available for shipment or Instant Delivery/Ticketmaster Verified barcode entry. This date determines the consumer-facing Ship By Date on the retail sites. Instant Delivery – Inventory that is pre-barcoded and designated as Instant Delivery; this type of inventory is set up for Auto Approval/Auto Delivery. Instant Delivery/Ticketmaster Verified – Tickets for designated events where the consumer has selected Instant Delivery and must be validated and reissued by Ticketmaster after receipt of the ticket barcode from the professional reseller. JTM – Code on the Ticketmaster Resale Marketplace for inventory listed through a ticketmaster.com account. Listing Date – The date/time inventory is first listed in Ticketmaster Resale Marketplace. Manifest – Uniform listing requirement designated by teams/artist/venues Marketplace – Ticketmaster Resale’s buying/selling platform accessible only to our professional reseller partners. The Marketplace contains inventory from brokers, season ticket holders and other fans. Meet the Artist (also “Meet & Greet”) – A ticket to meet an artist at an event. The customer may need to purchase an additional ticket to the event in order to use a “Meet the Artist” ticket. Mobile Delivery – Ticket delivery method that allows for entry into an event via a ticket barcode or QR code delivered to a mobile device. Non-Instant Delivery Shipment Accuracy – The performance metric will be measured on non-Instant Delivery type (electronic, hard stock) ship accuracy and is based on the percentage of finalized orders that are shipped on, or prior to, the Ship By Date. Non-Consecutive Seats/ Piggybacks – Tickets that are not located together and/or are seated behind each other. Order Date – The date/time the order is placed. Partner Program – Ticketmaster Resale’s performance-based program that rewards consumer-focused professional resellers based on tracked selling metrics. PDF Download – TradeDesk feature that enables brokers to retrieve all eligible Ticketmaster Verified PDFs at scale – even for locked inventory. 7 Pending Order – An order awaiting response from the professional reseller. Production – A specific event that has been scheduled with a venue, date, time (e.g., Britney Spears at MSG on July 1 at 7:00 PM). Rejection Date – The date/time the order is rejected. Rejected Order – An unconfirmed order that either Customer Service has rejected on behalf of the professional reseller, or professional reseller has rejected themselves, or because a professional reseller was unavailable after time lapse. Seller Fee – Percentage of the wholesale price that the professional reseller pays to Ticketmaster Resale. Ship By Date – Date by which the tickets must be shipped, barcodes entered, or special handling delivery made. This date is derived from the In Hand Date and is displayed to the consumer. Special Events – Events for which Ticketmaster Resale institutes unique conditions including, but not limited to, different commissions, payment terms, or listing requirements. Ticketmaster Resale reserves the right to establish Special Events at its sole discretion. Shipping Accuracy – Includes traditional (non-Instant Delivery) orders and is based on the percentage of finalized orders that are shipped on, or prior to, the Ship By Date. (See Appendix for rejections and cancellations that count as Broken Orders.) Shipment Date – The date/time the UPS airbill is scanned, or the barcode is reissued. Speculation Inventory – Inventory the professional reseller does not have in hand, does not have documented rights to, and intends to procure once an order is received. Substitution – Tickets offered to the consumer in lieu of the originally listed tickets. Sync – Provides ability to match listings from a professional reseller’s inventory feed with the same inventory that exists within a Ticketmaster or eligible team account to more quickly and efficiently fill Ticketmaster orders and validate inventory as Ticketmaster Verified. Sync enables unique TradeDesk features, including PDF Download and Transfer. TBD/TBA Event – An event for which the venue, date, or time, is not set (e.g., playoff games). Ticket Splitting – The ability to sell a subset of tickets within a ticket group. TradeDesk – Ticketmaster Resale’s custom-designed and web-based, inventory management, sales and full point-of-sale system built expressly for professional resellers. TradeDesk Marketplace – Platform where professional resellers can view and purchase inventory from fans, season ticket holder and other professional resellers. Buyers pay zero fees on all broker-to-broker 8 transactions in the TradeDesk Marketplace. Transfer – TradeDesk feature that provides resellers the ability to easily move any Ticketmaster Verified ticket from one account to another without the need for PDFs or barcodes. IV. Ticketmaster Resale Partner Program The Ticketmaster Resale Partner Program rewards professional reseller partners for their positive sales behaviors and performance. Under the terms of the program, ALL brokers, regardless of company size or inventory portfolio size, can achieve a 0% Seller Fee. Performance statistics are monitored on a quarterly basis; and Seller Fee adjustments reflect performance over the prior rolling 12 months. Seller Fee Calculation Base: 7% / 9% Ticketmaster Resale assesses a flat base Seller Fee for all partners – 7% for Instant Delivery inventory and 9% for traditional delivery. From here, you are able to unlock levels of discounts based on your performance statistics. LEVEL 1 - Performance Statistics: All Criteria must be met to unlock additional discounts The following inventory quality metrics must be met to unlock additional Seller Fee discount levels: • 98% Fill Rate • <4.5 Hrs. Handling Time • 98% Shipping Accuracy BONUS - POS: 3% Discount Ticketmaster Resale point-of-sale subscribers (eiBox Office and TradeDesk) who meet or exceed the Performance Statistics above receive a 3% POS Bonus discount. LEVEL 2 – PO Total: 1% Discount If your Purchase Order Total reflects improvement year-over-year, you unlock another 1% discount. LEVEL 3 – Selling & Listing: 2% Discount Unlock another 2% discount by achieving a year-over-year increase in the number of tickets you’ve sold on Ticketmaster Resale platforms along with an increase in your average daily listed tickets on Ticketmaster Resale platforms. 9 Bonus - PO Growth Bonus: 3% Discount Demonstrate two consecutive quarters of 25% or greater growth in your PO amount (quarter-over-quarter vs. previous year) and you’ll receive a 3% bonus discount. Your PO amount growth rate must meet or exceed 25% each quarter (over prior year) to remain eligible for the Growth Performance Bonus. You will have to requalify for the Growth Bonus (with two consecutive quarters of >25% growth) after any quarter(s) of not receiving the Growth Bonus. LEVEL DISCOUNT INSTANT DELIVERY TRADITIONAL Base - 7% 9% Inventory Quality Metrics MUST BE MET TO QUALIFY FOR ADDITIONAL DISCOUNTS POS Bonus -3% 4% 6% PO Total -1% 3% 5% Selling / Listing -2% 1% 3% PO Growth Bonus -3% -2% 0% Seller Fee Discounts Partners who subscribe to either eiBox Office or our TradeDesk point-of-sale system, meet all measured performance statistics, and demonstrate 25% or greater Q/Q growth in your PO amount are able to achieve a -2% seller fee on Instant Delivery inventory. 10 Instant Non Instant 7% 9% 9 LEVEL '1 Fill Rate Shi Act-mac Avi Handlmi Time Criteria Fill Rate of at least 98% Shipping Accuracy of at least 98% Average Handling Time under 4 hours and 30 minutes 6 Bonus PDS User Use eiBO or TradeDesk P05 3% Bonus Discount Unlocked 9 PO Total YEAR AMOUNT 2016 Nov 4' 9 8 6 20-15 NOV 730 Crlto?a PO Total Improvement over last year 1% Broker Discount Unlocked AMOUNT YEAR AMOUNT NOV 2016 ?142 NOV 2016 153 Hi i 1- Nov 2015 98 NOV 2015 9 8 I-: Criteria Selling 5 Listing Improvement over last year a 2% Broker Discount Unlocked 6 Bonus: POGrawth >2s% oro Growth Amount] Two Consecutive lQuarters of 39-25% Growth 3% Bonus Discount Unlocked ALL DISCOUNTS UNLOCKED Performance Statistics The Ticketmaster Resale Partner Program measures and monitors the following performance statistics. Professional resellers are able to access and monitor their ongoing performance metrics within TradeDesk on their Partner Program dashboard. Fill Rate: Orders Filled ÷ (Filled Orders + Broken Orders + Rejected Orders) Handling Time: Difference between the date/time of the Web order notification and date/time of approval/rejection by the professional reseller. Average Handling Time is calculated on a “by order” basis. Shipping Accuracy: Includes traditional (non-Instant Delivery) orders and is based on the percentage of finalized orders that are shipped on, or prior to, the Ship By Date. (See Appendix for rejections and cancellations that count as Broken Orders.) PO Total: Discount given for year-over-year improvement in payout amount. This is measured on a rolling 12-month basis. You must achieve this discount level in order to qualify for the next discount level – Selling & Listing. Selling & Listing: Discount given for year-over-year improvement in tickets sold AND year-over-year improvement in average daily listed tickets on Ticketmaster Resale platforms. Metrics are calculated on the first day of each calendar quarter (January 1, April 1, July 1 and October 1). Your Seller Fee will be adjusted to reflect performance over the prior rolling 12 months. This calculation will take the sum of the previous 12 months of your PO value and compare it to the 12 months prior to that. The last 24 months of data will be taken into account when determining applicable Seller Fee discounts. For example, if you sell more from April 1–March 31 compared to what you sold over those same dates last year, you will qualify for a reduction in your Seller fee. This will repeat each and every month (rolling 12 months). 12 V. Ticket Sales and Service Process Listing Section IV Order Generation Section IV Confirmation & Cancellations Section IV Delivery Section IV Payments & Account Management Section IV 13 VI. Listing Policies and Procedures Listing Requirements Ticketmaster Resale welcomes full-time, industry professionals to participate in the Ticketmaster Resale Partner Program. Professional resellers must adhere to the National Association of Ticket Brokers (NATB) Code of Ethics and meet the following requirements: • Recognized business by State and Federal Government (EIN#) • A merchant account to process credit cards • A separate phone number and email address • All professional resellers must adhere to the Terms of Use outlined in eimarketplace. com and TradeDesk • Credit card on file for monthly billing • W9 and personal guarantee • Set regular business hours with an employee answering the telephone during those designated hours • Employees available to ship tickets and answer questions during regular business hours • A state ticket brokering license (if required by the state) • Three (3) references from established ticketing professionals currently part of the Ticketmaster Resale professional reseller community and with whom the professional reseller has a transaction history of at least six months • Professional, respectful behavior in all matters relating to the Marketplace Ticket Listing Categories Instant Delivery is inventory that is pre-barcoded and designated as Instant Delivery and set up for auto approval/auto delivery. Only Ticketmaster Verified events qualify for Instant Delivery, including the US Open; most NFL, NBA and NHL games; and events at Live Nation venues. • Seat numbers are required and must have a numeric value. 14 • Inventory must be in hand and have a current or earlier In Hand Date. • Unique Ticket ID’s are required. These must be numerical with a max of 15 characters. • Orders for barcoded inventory labeled as Instant Delivery will show as complete in your Delivery Manager Ticketmaster Resale will keep you informed of events that are eligible for Instant Delivery and update you as more events become eligible. Instant Delivery / Ticketmaster Verified Ticketmaster Resale defines electronic tickets as follows: Instant Delivery/Ticketmaster Verified – Tickets for events where the consumer has selected Instant Delivery and must be verified and reissued by Ticketmaster after receipt of the ticket barcode from the professional reseller. Listing rules for Instant Delivery include: • Professional reseller is expected to provide barcodes. • All tickets must be consecutive. Example of how Instant Delivery tickets are marketed to the consumer: Mobile Tickets Ticket delivery method that allows for entry into an event via a ticket barcode or QR code delivered to a mobile device. • Professional reseller is expected to verify inventory via Sync or though providing barcodes (if available). • All tickets must be consecutive. 15 Ticket Listing Categories on TicketsNow.com TicketsNow.com offers different categories of ticket listings: Instant Delivery – Pre-barcoded tickets that are available for Instant Delivery. Emailed within minutes of order confirmation. In-Hand Tickets – As the name implies, these are tickets that the professional reseller has in hand. These tickets are available for immediate delivery (ships within 3 business days). Contractual/Season Tickets – Tickets that the professional reseller has 100% chance of delivering prior to the event, but may not be in their possession at the time of listing. Professional resellers must be able to provide documentation of their rights to such tickets if requested by Ticketmaster Resale; a specific delivery date must be noted in the listing. In Hand Dates Ticketmaster Resale consumer websites use the In Hand Date provided by the professional reseller to determine the ship date. For example, if a ticket is in hand, the consumer will see that the ticket is available and ready to be shipped within 3 business days. For tickets that are contracted, but not in the professional reseller’s hand (e.g., season tickets), the consumer will see the date the ticket will be available to be shipped. If the professional reseller does not provide an In Hand Date, the system automatically defaults to display a ship date that is 3 days prior to the event date, the most conservative estimate. It is expected that once you receive your tickets that you will fulfill an order regardless of your noted in hand date to ensure the best possible consumer experience. Ticket Accuracy 1. Listed tickets must be accurate and available. Professional resellers are expected to remove sold inventory immediately. 2. For In Hand and Contractual inventory, the Section and Row of a seat are required fields. TBA, or a range, is not acceptable. 3. Tickets listed must represent the tickets being sold; e.g., no masking. 4. For venues where a section number is repeated, i.e., Field Box 39 and Bleacher Section 39, the professional reseller must specify the exact section that is being sold. 5. General Admission tickets must be noted as such. 6. Theater seats must have a designation, i.e., Orchestra L, Mezzanine R, Balcony C, etc. 16 7. Text descriptions should accurately identify the ticket being purchased and should not include additional marketing copy, exclamations, poor grammar, etc. Abbreviations are discouraged. 8. Examples of unacceptable text descriptions include: a. GA seats that state; “Gets you access to the front row.” b. Section 401, Row A listed as “FRONT ROW SEATS!!!” c. Mid-Floor Section 6, Row 1, listed as “Front Row Floor.” 9. For Ticketmaster Resale software product users, you must select the Standardized Notes field in order for them to display to the consumer on the retail site. 10. Listing tickets to an event that isn’t taking place at the venue (such as offsite party passes) must be listed as their own separate event. Any tickets sold which result in a cancellation due to customer confusion because of misleading or vague descriptions will be charged back to the professional reseller, and a broken status will be assigned to the order which will count against the professional reseller Fill Rate. Professional resellers may incur any costs required to provide resolution to the consumer, including absorbing the difference in cost between the original tickets and acceptable tickets procured from another professional reseller, travel costs, etc. Ticketmaster Resale will monitor the site and may remove inventory that does not conform to the above Ticket Accuracy requirements, including any listings with descriptions that are vague, inappropriate, or misleading. Repeated violations may result in additional penalties including possible suspension or removal from the Marketplace. Tickets that Require Special Location Notes The optimal customer experience requires that consumers know exactly what type of seat or seat location they are purchasing. Tickets that have limited, obstructed, partially obstructed, restricted views, or are wheelchair or family section seats must be noted as such. Do not include qualifiers for tickets with special locations, such as “Limited, but great seats,” etc. The acceptable notations include: • Limited View • Obstructed View • Partially Obstructed View • Restricted View • Handicap Accessible Seating – Reserved for Attendees in Wheelchair • Family Section – no alcohol • Aisle tickets may be noted for singles or pairs on the aisle 17 Non-Event Passes - Meet the Artist/Parking Passes/Stadium Club etc. Meet the Artist passes will be closely monitored and kept to a minimal amount. All passes must indicate whether additional tickets to the event must be purchased in order to obtain access into the venue for the Meet the Artist to take place. Please read additional information under “VI. Confirmations and Cancellations, Denied Entry”. Parking passes sold individually should be noted in the Section of the listing as “PARKING.” The row should contain the lot number, or lot description; i.e., Blue Lot, Lot C, etc. Likewise, Stadium Club or other non-event products must be noted. For example, the Notes section would read: “Parking Pass (or Stadium Club Pass) only, does not include event admission.” For Ticketmaster Verified events, the parking passes need to follow the manifest. Electronic Tickets Ticketmaster Resale defines electronic tickets as follows: Instant Delivery/Ticketmaster Verified – Tickets for events where the consumer has selected Instant Delivery and must be validated and reissued by Ticketmaster after receipt of the ticket barcode from the professional reseller. Listing rules for Instant Delivery include: • Professional reseller is expected to provide barcode upfront. • All tickets must be consecutive. Electronic Delivery – Tickets that were received by the professional reseller as Electronic Delivery, but will not be validated and reissued by Ticketmaster. Mobile Delivery – Ticket delivery method that allows for entry into an event via a ticket barcode or QR code delivered to a mobile device. Direct Marketing Consumers Professional resellers may not include text that allows them to be personally identifiable to other professional resellers or consumers. The following are examples of prohibited text: • Telephone Numbers 18 • Listing Web Site Domains (URL Addresses) • Company Name • Initials, Symbols Violation may result in removal from the Marketplace. Youth Tickets All listings in the Marketplace and Ticketmaster Resale consumer websites should not be age restricted. Splitting Tickets Split rules are described in the table on the next page: • For ticket quantities of 8 or below. Even quantities will only be sold in even quantities. Odd quantities can be sold in any increment except those that leave a single ticket. • For tickets quantities of 9 or above: All quantities are allowed including leaving a single ticket. • For Lawn, GA (General Admission), SRO (Standing Room Only) or Parking, all quantities are allowed regardless of initial quantity. Overriding Split Rules – While we believe we have conservative and industry-accepted split rules, there may be times you need to reject an order for your individual business needs. When this happens the order will be considered broken and will be counted against the professional reseller’s performance metrics. Therefore, it is in the professional reseller’s best interests to be certain of which tickets they do not want to split. To prevent negative buyer experiences, follow the below procedures for tickets you do not wish to split. 1. Professional resellers who utilize Ticketmaster Resale software products who do not wish to split tickets must check the “No Split” box and enter “No Split” or “Only sold as x” in the ticket notes. 2. Professional resellers who do NOT utilize Ticketmaster Resale software products must include “No Split” in the ticket notes. 3. Professional resellers must edit notes when tickets are reduced to an amount less than the minimum (i.e., “Only sold as 4” for a pair). 19 QTY ALLOWED SUBSETS 20 20, 19, 18, 17, 16, 15, 14, 13, 12, 11, 10, 9, 8, 7, 6, 5, 4, 3, 2, 1 19 19, 18, 17, 16, 15, 14, 13, 12, 11, 10, 9, 8, 7, 6, 5, 4, 3, 2, 1 18 18, 17, 16, 15, 14, 13, 12, 11, 10, 9, 8, 7, 6, 5, 4, 3, 2, 1 17 17, 16, 15, 14, 13, 12, 11, 10, 9, 8, 7, 6, 5, 4, 3, 2, 1 16 16, 15, 14, 13, 12, 11, 10, 9, 8, 7, 6, 5, 4, 3, 2, 1 15 15, 14, 13, 12, 11, 10, 9, 8, 7, 6, 5, 4, 3, 2, 1 14 14, 13, 12, 11, 10, 9, 8, 7, 6, 5, 4, 3, 2, 1 13 13, 12, 11, 10, 9, 8, 7, 6, 5, 4, 3, 2, 1 12 12, 11, 10, 9, 8, 7, 6, 5, 4, 3, 2, 1 11 11, 10, 9, 8, 7, 6, 5, 4, 3, 2, 1 10 10, 9, 8, 7, 6, 5, 4, 3, 2, 1 9 9, 8, 7, 6, 5, 4, 3, 2, 1 8 8, 6, 4, 2 7 7, 5, 4, 3, 2, 1 6 6, 4, 2 5 5, 3, 2, 1 4 4, 2 3 3, 1 2 2 1 1 Non-Consecutive / Piggyback Seats Non-consecutive or piggyback seats that are sold as a group are allowed in the Marketplace and Ticketmaster Resale consumer websites. However, they must be clearly noted as such. For example: 2 + 2 seats would be listed as a quantity of 4; however, the notation must say, “Seats are 20 Piggy Back, not side by side.” Terms such as “Piggies” or “Piggybacks” alone are not acceptable. Ship By Date/In Hand Dates for In Hand and Contractual Listings Listing of tickets that are In Hand and Contractual are allowed, provided that the professional reseller is 100% guaranteed to receive and ship them by the Ship By Date communicated to the consumer. Professional resellers must be able to provide documentation of their rights to such tickets if requested. Expectations for tickets In Hand and Contractual include: 1. Professional resellers will be responsible for shipment, barcode entry, or special handling delivery on or prior to the Ship By Date. 2. If the original tickets cannot be delivered, the professional reseller must contact Customer Care and provide acceptable substitutes that are clearly better than those listed. 3. If the order is not fulfilled by the expected date, upon customer request the order can be cancelled. It is expected that once you receive your tickets that you will fulfill an order regardless of your noted In Hand date to ensure the best possible consumer experience. 4. In a consumer dispute, the consumer will determine whether the tickets are acceptable. 5. If the order is cancelled the professional reseller will: a. Incur a broken order notation on the order that will count against professional reseller performance; b. Incur any costs required to provide resolution to the consumer, including absorbing the difference in cost between the original tickets and acceptable tickets procured from another professional reseller, travel costs, etc. 6. Any missed shipment dates will be counted against the professional reseller when measuring Ship Accuracy performance. USD-CAD Conversion Tickets for events in Canada that are listed on Ticketmaster.com as TM+ events are automatically converted from your US list price to Canadian dollars (CAD) using the most current, official USD-CAD conversion rate. CAD is clearly called out within the buy flow on Ticketmaster (TM+). 21 When you price tickets to Canadian events in USD, the retail price displayed on Ticketmaster (TM+) is instantly converted to CAD. Upon sale, your POs are paid in CAD. Payments for Canadian orders are paid on the third Thursday of the month via check. For Canadian events, the PO breakdown displays the conversion – both USD and converted CAD Wholesale amounts are displayed. Exchange Rate, which can change daily, is also captured at the time of order and stored on your PO: Wholesale USD: Exchange Rate USD/CAD: Wholesale CAD: Seller Fee: Cost Per Ticket: 100 0.768489 130.13 -9.77 120.36 Tickets for events in Canada that are listed on TicketsNow transact in US currency (USD). All TicketsNow sales for Canadian events are paid in USD. Out of Office (Holiday/Weekend) Listing Protocol Listing protocol expectations include: 1. Professional resellers are expected to be open for regular business hours from 9am5pm local time if they are posting tickets during weekends and holidays. 2. Professional resellers must remove inventory if there is no one available to confirm an order. 3. Orders unfulfilled because a professional reseller is not available to confirm the order will have a negative impact on professional reseller performance metrics. 4. See Pending Order section for additional information on time limits for confirmation. 5. If you are unavailable during regular business hours of 9am-5pm local time, we reserve the right to remove your inventory from listing. 22 Special Events Certain events require unique listing and delivery conditions, such as the Super Bowl, the Olympics, etc. All professional resellers will be notified in advance of any unique conditions for designated Special Events. Charity Events/Fundraisers Ticketmaster Resale has a strict policy against selling tickets to charity events, non-profit events, fundraisers, and certain political events (e.g., the US Presidential Inauguration). Tickets originally distributed as “free” tickets also are not permitted to be sold on Ticketmaster Resale consumer sites. While you are permitted to upload tickets to these events in the Marketplace, these ticket listings will NOT display on any Ticketmaster Resale consumer sites. Adherence to Listing/Order generation Policies Failure to adhere to the listing policies above could result in: • Performance metrics adversely affected • Additional costs to the professional reseller to resolve any customer issues • Temporary or permanent removal from the Marketplace, and/or Ticketmaster Resale consumer sites • Additional penalties as described in the Disciplinary section of this document • Additional penalties, including those described in the NATB Code of Ethics VII. Order Generation Pricing Wholesale list pricing is controlled solely by professional resellers within the Marketplace. All fees (i.e., will call, email fees, etc.) must be included in the Wholesale list price. Professional resellers are solely responsible for ensuring that they adhere to all laws and regulations regarding ticket resale and pricing. It is the sole responsibility of the professional resellers to monitor the Marketplace, set prices, and upload current inventory at the correct price as often as it is necessary. A professional reseller shall not refuse to sell a ticket at one price and then relist that ticket at an alter23 nate price. Failure to comply with this rule may result in revocation of listing privileges from Ticketmaster Resale consumer sites and the Marketplace. It is the professional reseller’s responsibility to ensure that their listings have no errors, including errors in pricing. Typographical errors will be handled on a case-by-case basis. It is the professional reseller’s responsibility to monitor all of their listings. Fraud Fraudulent ticket distribution will not be tolerated. Anyone caught listing fraudulent tickets will be immediately banned from the Marketplace and will be charged for any and all expenses incurred to correct the situation. This may include costs for substitute tickets, travel expenses to event, goodwill costs in addition to the cost of the ticket. Ticketmaster Resale has invested heavily in consumer fraud prevention. All sales are screened prior to a ticket request to ensure that consumers are qualified to purchase inventory listed on its sites. In the event fraud is detected while an order is still pending, Ticketmaster Resale reserves the right to contact the professional reseller and cancel the order with no penalty applied to the professional reseller. VIII. Confirmations and Cancellations Broken Orders Any tickets sold, which subsequently result in a cancellation due to customer confusion because of misleading or vague descriptions, will be charged back to the professional reseller, and a broken status will be assigned to the order. This will count against the professional reseller’s Fill Rate. Professional resellers may incur any costs required to provide resolution to the consumer, including absorbing the difference in cost between the original tickets and acceptable tickets procured from another professional reseller, travel costs, etc. Denied Entry Any tickets sold which result in a denied entry, will be charged to the professional reseller, and a broken status will be assigned to the order which will count against the professional reseller Fill Rate. Professional resellers may incur any costs required to provide resolution to the consumer, including absorbing the difference in cost between the original tickets and acceptable tickets procured from another professional reseller, travel costs, etc. 24 Pending Orders Pending orders are orders where the professional reseller has been notified of an order, and the order has yet to be confirmed or rejected. Expectations for Pending Orders are: Professional resellers are expected to confirm pending orders no later than 24 hours after being notified of the pending order. Ticketmaster Resale may automatically reject orders of professional resellers who do not confirm an order within the 24 hours, or prior to 2 hours of an event in a last-minute situation. Automatic rejection times for last-minute tickets may vary due to event restrictions. Cancellations for non-response will be counted against professional reseller performance. Confirmed Orders Confirming an order shall be considered to create a binding contract between Ticketmaster Resale and the professional reseller. The consumer’s credit card is immediately charged, thus invoking the 100% Guarantee from Ticketmaster Resale. Ticketmaster Resale’s expectations of the professional reseller upon confirmation are: 1. The tickets confirmed will be the tickets delivered. 2. The price listed is the correct price. 3. The tickets will be shipped, barcodes entered, or delivered via special handling on or before the Ship By Date, which was provided to the buyer at the time the order was placed. This date is derived from the In Hand Date you provide. It is expected that once you receive your tickets that you will fulfill an order regardless of your noted In Hand date to ensure the best possible consumer experience. 4. The tickets will be delivered via the buyer’s chosen method. 5. Professional resellers who have issues with the requested tickets or the method of delivery should NOT confirm the order and contact Ticketmaster Resale Professional Reseller Hotline at 815.444.4955. 6. In the rare event that a professional reseller cannot fulfill the confirmed order with the original tickets, or supply them via the buyer’s chosen delivery method, the professional reseller must contact the Ticketmaster Resale Professional Reseller Hotline, and provide an acceptable substitute, even if that involves purchasing tickets from another professional reseller. What constitutes an acceptable ticket will be determined by the buyer. 25 7. If the professional reseller cannot provide an acceptable substitute, the order will be considered “broken” and counted against the professional reseller’s performance metrics. In addition, the professional reseller may be liable for any and all expenses to resolve the issue, including, but not limited to, the cost to secure new tickets, travel, and other incidental expenses the consumer may have incurred as a result of the broken order. Therefore, it is in the professional reseller’s best interest to double-check all aspects of the order including the Ship By Date, price, artist, venue, date, time, ticket location, notes, and quantity prior to confirming the order and prior to listing your tickets. Rejected Orders Professional resellers who cannot fill the order with the listed tickets by the Ship By Date must contact the Ticketmaster Resale Professional Reseller Hotline at 815.444.4955 to reject the order and attempt to make an acceptable substitute. Expectations for rejections include: 1. The professional reseller will attempt to provide an acceptable substitute as defined by the consumer. 2. If the professional reseller cannot provide an acceptable substitute, the order will be considered broken and counted against their performance metrics. Substitutions on Pending, Rejected, and Confirmed Orders In all cases where substitutions must occur; the substitution must be: 1. At the same cost as the original order; 2. Acceptable and approved by the consumer; and 3. Removed from inventory until the consumer has confirmed that they are acceptable. Ticketmaster Resale call center will notify the professional reseller of the consumer’s acceptance. Professional resellers offering substitute tickets for confirmed orders must remove those tickets from the Marketplace and adhere to the following rules: 1. For events more than one week away – hold the substitute tickets for two business days, 2. For events less than one week away – hold the substitute tickets for one business day. 26 The order will be considered broken and will count against the professional reseller’s performance metrics. Any costs incurred to resolve the issue will be charged to the professional reseller. Consumer / Ticketmaster Resale Cancellations Orders cancelled by the consumer or Ticketmaster Resale for reasons unrelated to professional reseller performance will not affect the professional reseller’s performance metrics. Hold Process Ticketmaster Resale sends a Hold Notification email on web orders received to help reduce double sales through other boards while an order for your inventory is in process. If you are an eiBox Office user, the system will attempt to place the inventory on hold in your system until the time of the Event and a Hold Notification email will be sent to the Order Notification email on file. In the rare instance where the auto-hold fails, please place your inventory on hold. If you are a non-eiBox Office user, a Hold Notification email will be sent to the Order Notification email on file alerting you that you are responsible for placing your inventory on hold. Once the order passes fraud screening, it is checked for Full-Auto eligibility: • If Full-Auto is successful, a Full-Auto Sale Notification email will be sent notifying you of a finalized order. • If the order is unable to go Full-Auto, you will receive a Guaranteed Order Notification email. • If the order fails fraud screening, the hold that was previously put on your tickets will be released and you will receive a Hold Release Notification email. To Remove a Hold If you are an eiBox Office user, the following pop-up window is presented: Attention: TicketsNow has an order for these tickets. Releasing the hold without contacting TicketsNow may result in a double sale of your inventory. Please call the Professional Reseller Hotline at 815.444.4955 so we can cancel the order, which will release this hold. If you are not an eiBox Office user, please contact the Professional Reseller Hotline at 815.444.4955 to ensure the inventory is not double sold. Fraud Review Guidelines A very small number of orders will require additional Fraud Review beyond the initial Fraud Screening. To 27 help manage the order process, we have developed the Fraud Review timeframes below. The following are guidelines; there may be exceptions: 1. Same Day Orders are reviewed and processed within 1 hour 2. High Demand Events are reviewed and processed within 4 hours (playoffs, USTA, onsales) 3. High Dollar Orders (over $1K) are reviewed and processed within 4 hours 4. All Other Events are reviewed and processed the same business day by 9pm CT 5. Orders received after normal business hours are reviewed and processed by 8am CT the next business day Cancelled Events Cancelled events are considered to be events for which no alternate date will be scheduled by the artist, team, show, or venue. Ticketmaster Resale determines which events will require a consumer refund. Unless otherwise stated, the consumers must return tickets within 14 days of the cancellation announcement in order to receive a refund. Ticketmaster Resale will return tickets to the selling professional reseller and cancel all purchase orders related to the cancelled event via UPS within 30 days of the cancellation notice. A debit memo will be issued for the PO amount, and the funds will be charged to the professional reseller. Any cancelled POs will be due back to Ticketmaster Resale. Ticketmaster Resale reserves the right to charge the professional reseller’s credit card on file to collect any monies due. Please notify Ticketmaster Resale of any changes to an event by contacting Ticketmaster Resale Professional Reseller Hotline at 815.444.4955. Postponed / Changed Events Postponed/Changed events are considered to be events for which a new date and/or time and/or venue will be set by the artist, team, show or venue. There may or may not be new tickets issued. Please notify Ticketmaster Resale of any changes to an event by contacting the Ticketmaster Resale Professional Reseller Hotline at 815.444.4955. At Ticketmaster Resale’s sole discretion, consumers may be offered refunds on events where the venue has changed. 28 As a rule, we handle the majority of postponements and cancellations in this manner; however, when special circumstances arise, they will be handled on a case-by-case basis. This may include events that are postponed for long periods of time where the box office is offering refunds. For TM+ orders, if Ticketmaster primary is offering refunds on postponed, changed, or rescheduled events, and if a TM+ customer requests a refund, Ticketmaster will allow the refund and cancel the order. Rules for Order Fulfillment The Ticketmaster Partner Program measures professional reseller fulfillment rates and places a high value on Sales, Fill Rate and Handle Time. Professional resellers are expected to meet high thresholds to provide the best consumer experience. Likewise, a successful Marketplace is expected to follow the same practice. Business-to-business orders must be processed promptly at the prices stated on the Marketplace. Professional resellers are not allowed to reject orders and then resell them at an alternate price. If your B2B Marketplace order cannot be filled by the listing professional reseller, the order will be cancelled and the primary email address on your professional reseller account in the Marketplace will receive an email notification that the order cannot be filled. The standard Ticketmaster Resale consumer guarantee does not apply to finalized Marketplace orders. If an order is cancelled or not fulfilled, you will receive a full refund. Adherence to Confirmation / Cancellation Policies Failure to adhere to the confirmation/cancellation policies above could result in any one of or a combination of the following: • Performance metrics adversely affected • Additional costs to the professional reseller to resolve any customer issues • Temporary or permanent removal from the Marketplace and/or Ticketmaster Resale • Additional penalties as described in the Disciplinary section of this document 29 IX. Delivery Consumers choose from available delivery methods and expect to receive their tickets in that manner by the Ship By Date listed at order placement. Therefore, professional resellers must adhere to the delivery method requested by the consumer and have proof of delivery if requested by Ticketmaster Resale. Shipping Methods UPS UPS is the default shipping method for Ticketmaster Resale orders. However, certain situations may dictate the use of Electronic Delivery, Special Handling, or Last-Minute Ticketing Services. UPS Options: 1. UPS Basic Delivery – delivered in 2 business days, usually by 7:00 p.m. 2. UPS One Day Shipping – delivered the following business day, usually by 7:00 p.m. 3. UPS International Shipping – varies depending on country and customs rules Expectations for UPS Shipments include: 1. Scanned no later than the Ship By Date communicated to buyer at order placement 2. Utilization of the UPS authorized packaging 3. Correct attachment of the air bill 4. Assured scan by an authorized UPS employee, or 5. Assured placement in a drop-box prior to the last pick-up time Professional resellers may not include materials that would enable them to be personally identifiable to consumers. For example: • Telephone numbers • Listing website domains (URLs) • Company name • Initials, symbols • Including company-branded lanyards 30 UPS shipment air bills must be created via the delivery manager portal for Ticketmaster Resale purchases. Contact the Professional Reseller Hotline at 815.444.4955 or airbills@ticketsnow.com if you need a Saturday airbill or if you believe an upgrade is necessary for the tickets to arrive in time for the event. Special Handling The vast majority of tickets for Ticketmaster Resale events are available up to the time of the event. Special handling through the consumer websites is usually invoked when tickets are not designated as electronic delivery and shipping is no longer an option. It is expected that professional resellers who leave their inventory up past the shipping threshold will be available to receive and process phone orders. Professional resellers must be able to deliver tickets in a manner that is acceptable to the consumer. Professional resellers are advised to choose convenient, safe, public areas when delivering Special Handling tickets. Inventory that designated as third-party competitor pick up should be removed. This inventory will be filtered from the Ticketmaster Resale retail consumer sites. Orders for last-minute listings that must be rejected or cancelled because the professional reseller is either not available or not able to deliver in a manner acceptable to the consumer will be counted against the professional reseller’s fill rate. *Thresholds for Special Handling may vary by event. Ticketmaster Resale will notify professional resellers of exceptions in advance. Electronic Tickets Ticketmaster Resale defines electronic tickets as follows: Instant Delivery/Ticketmaster Verified – Tickets for events where the consumer has selected Instant Delivery and must be verified and reissued by Ticketmaster after receipt of the ticket barcode from the professional reseller. Delivery rules for Instant Delivery include: Scanned no later than the Ship By Date communicated to buyer at order placement 1. Professional reseller is expected to provide barcode no later than the Ship By Date communicated to buyer at order placement. 2. Not providing barcodes may result in a broken order. Electronic Delivery – Tickets that were received by the professional reseller as electronic delivery, but will not be verified and reissued by Ticketmaster. 31 Rules for Electronic Delivery include: 1. Professional reseller is expected to provide the PDF file no later than the Ship By Date communicated to buyer at order placement. 2. Not uploading the PDF file may result in a broken order. 3. Additional charges for emailing tickets must be included in the Wholesale List Price. Email charges will not be added to an order. Flash Seats 1. All Listings that are Flash Seats should be labeled as Flash Seats in the notes. 2. Approval of Flash Seats delivery method a. For a Full Auto Approved order, the Professional Reseller should contact the Broker Hotline to get customer approval on delivery method prior to transferring tickets to TicketsNow. b. For a Manual Hold Request order, the Professional Reseller should contact the Broker Hotline to receive approval on finalization of the order pending approval of the delivery Method c. A member of our Professional Reseller Support Team will make initial contact to _ the customer about change in delivery method. d. The Professional Reseller Hotline # is 815.444.4955. 3. Since Flash Seats is not a standard method of delivery, if customer does not accept, customer can cancel the order without penalty to the customer, TicketsNow, or the Professional Reseller. 4. All Transfers should include an order number in the transfer notes, whether that be the Web Order/Hold Request # or the Purchase Order #. The email to transfer Flash Seats tickets for TicketsNow is TMResaleFlashSeats@ticketsnow.com Reminders: • Tickets should not be masked. • In the case tickets are different than the section and row on the invoice, listing seller should call the Professional Reseller Hotline and get approval as tickets are being substituted. 32 • Professional Reseller is not to transfer tickets of a different section or row without notifying TicketsNow first for approval. • Professional Resellers are asked not to transfer before the order has been finalized and delivery method approved by the customer. • Professional Resellers should not create an airbill. Shipment Accuracy Ticketmaster Resale will track the percentage of orders fulfilled on or before the Ship By Date. Fulfilled means the airbill is scanned for UPS delivery or barcodes are entered on Instant Delivery/Ticketmaster Verified orders. Non-Instant Delivery Shipment Accuracy will be measured on non-Instant Delivery type (electronic, hard stock) ship accuracy and is based on the percentage of finalized orders that are shipped on, or prior to, the Ship By Date. Ticketmaster Resale calculates the Ship By Date based on the In Hand Date provided by the professional reseller. All UPS and Instant Delivery/Ticketmaster Verified orders in Delivery Manager will be in the “Ready to Fill” state and you will be able to view your POs immediately. The Ship By Date cannot be changed or modified; however, you can generate the airbill or enter the barcode for Instant Delivery/Ticketmaster Verified delivery at any time, before or after that date. Change in Shipping Method If a professional reseller feels that the requested shipment method will not allow the consumer to get tickets in time for an event, the professional reseller may contact Ticketmaster Resale Professional Reseller Hotline at 815.444.4955 to request a ship method change. Professional reseller performance metrics will be affected if the change is required as a result of a late shipment caused by professional reseller action. Marketing Directly to Consumers With respect to consumers who purchased a ticket from a professional reseller on the retail consumer website, those professional resellers may not market directly to those consumers via email, mail, or other means (i.e., business cards, envelopes, or any material that would uniquely identify the professional reseller) with the ticket shipment or afterwards. Violation of this policy will result in inventory removal from Ticketmaster Resale. 33 Adherence to Delivery Policies Failure to adhere to the delivery policies above could result in any one of or a combination of the following: • Performance metrics adversely affected • Additional costs to the professional reseller to resolve any customer issues • Temporary or permanent removal from Ticketmaster Resale • Additional penalties as described in the Disciplinary section of this document • Additional penalties, including those described in the NATB Code of Ethics X. Payments and Account Management Payment Terms Payment terms are defined by one of two criteria: (i) finalization of an order; or (ii) shipment of an order. Finalization is defined as a confirmed order where the consumer’s credit card is successfully charged and Ticketmaster Resale has communicated that the guarantee is in place. Shipment is based on when the UPS or the Instant Delivery/Ticketmaster Verified barcode has been successfully scanned/reissued. After events for special handling and other custom delivery types. For orders delivered special handling and other custom delivery types, via email or flash seats, payment will be triggered after the event date. Settlements for purchase orders are issued on Thursday for purchase orders finalized or shipped (based on your tier) the previous Monday through Sunday unless the professional reseller is on payment hold or in the case of special events in which payments are held until the event is determined or played. If the amounts of the cancelled purchase orders exceed settlement amounts, reimbursement for these cancelled purchase orders is due immediately by the selling professional reseller to Ticketmaster Resale. If these monies are not received within 14 days of the cancelled purchase orders and all related costs, the selling professional reseller may be suspended from listing, at the sole discretion of Ticketmaster Resale. 34 Ticketmaster Resale reserves the right to change payment terms overall, for custom delivery methods, and/ or certain Special Events. Professional resellers will be notified in advance of any event-specific payment terms. Holds for Outstanding Accounts Payable Ticketmaster Resale reserve the right to hold payments if there are issues with an order or if the professional reseller has substantial outstanding unshipped inventory. * Professional resellers will receive notification that they are currently on hold. *Note: These thresholds are subject to Ticketmaster Resale’s sole discretion. Payment Methods Payment by Direct Deposit – The preferred payment method is direct deposit. Professional resellers have the option of configuring payments to their bank accounts within EventInventory.com or TradeDesk via ACH payment. Once the account information has been verified, professional resellers can expect to receive payments directly into their bank accounts in accordance with the payment terms. A notification email will be sent when a payment has been made. Direct deposit is not available for Canadian events. Sales for all Canadian events are paid via check. Canadian Currency Orders are processed and paid in Canadian Currency via check only on the third Thursday of each month. Payment Tracking A complete payment history is available in EventInventory.com and TradeDesk. Investigations/Reconciliation Requests Professional resellers may request an investigation or reconciliation by contacting their Account Manager and providing order IDs, production dates, PO amounts, and any other information within 60 days of the event date of such order in question. The settlement of the order in question is finalized 60 days after the event. Credit Cards Professional resellers must have a valid credit card on file at all times. Ticketmaster Resale will remove inventory for any professional reseller who does not have a valid credit card until one is added to the professional reseller’s file. Professional reseller agrees that Ticketmaster Resale may charge professional reseller credit card for charges pursuant to this Handbook. 35 Ticketmaster Resale Subscription Fee Professional resellers will be invoiced on the 5th of the month and their credit card will be charged on the 25th of the month. Professional resellers who are deactivated for non-payment will require a cashier’s check for 3 months’ fee in advance of being reactivated. Cancellation of Membership Professional reseller who wish to discontinue their membership must notify their Account Manager in writing. You will be responsible for any current billing and the buyout of the contract if applicable. A hold will be placed on accounts that do not have a valid credit card on file. Account Management Account Managers oversee the daily business needs of all professional resellers and are assigned to professional resellers by region. Account Managers are the initial point of contact for all business issues and can be reached at 877.800.3434 during normal hours (8am to 5pm CT, M-F) or by email at partnerservices@ticketmaster.com eiBox Office technical issues should be directed to 877.800.3434, option 3, or eibotechsupport@eventinventory.com. TradeDesk technical support can be reached at TradeDeskSupport@ticketmaster.com. For afterhours technical emergencies, call 847.376.0442. The Professional Reseller Hotline is available to resolve fulfillment or order issues: 815.444.4955. Disciplinary Procedures The Operations Analyst regularly reviews ship accuracy, consumer complaints, and reports related to improper ticket listings or delivery issues. If after investigation the Operations Analyst determines that a complaint is valid, the professional reseller in violation will be notified as outlined in the disciplinary procedures detailed below. Excessive violations will result in permanent removal from the Marketplace and/or retail consumer websites. 36 1st Violation Verbal Warning Account Placed Under Review 2nd Violation Verbal Warning Account Remains Under Review 3rd Violation Written Communication from Sr. Director of Partner Services Account Suspension Warning Automatic 2-Week Suspension 4th Violation Written and Verbal Communication from Sr. Director of Partner Services Removal from the Marketplace Removal from Ticketmaster Resale consumer websites Automatic 6-Month Suspension 5th Violation Written Communication from Sr. Director of Partner Services Removal from the Marketplace Removal from Ticketmaster Resale consumer websites Ticketmaster Resale reserves the right to escalate the disciplinary process or to delist a professional reseller as it deems necessary in its sole and absolute discretion. Professional Reseller Account Maintenance Professional resellers are expected to keep all contact, banking, and credit card information current. This includes reporting any changes to corporate structure and/or Federal ID numbers. Professional resellers must keep an updated W9 at Ticketmaster Resale at all times. Professional resellers may contact their Account Manager to report changes to their accounts. Ticketmaster Resale reserves the right to revise any of the components of this Seller Handbook at any time. We reserve the right to temporarily or permanently suspend professional resellers from using our platforms if we determine, in our sole discretion, that any violations of our policies set forth in the Seller Handbook are violated or we have reason to believe they may have been violated. 37 XI. Appendix Reasons for Broken Orders Rejection reasons that will affect professional reseller performance metrics: 1. Professional reseller office closed/too close to event to wait 2. Professional reseller listed date/time/price incorrectly 3. Original tickets are not available – no acceptable substitutes 4. Could not fill the order in time/event passed 5. A-Pending – aged order; no response 6. Professional reseller did not approve as promised 7. Professional reseller will not split tickets per split rules 8. Seats are not together (not noted on ticket listing) 9. Professional reseller rejected the order and does not have substitute tickets 10. Professional reseller is masking ticket location 11. Professional reseller changed delivery method (i.e., customer selects UPS delivery and tickets can only be delivered via will call/emailed) Cancellation reasons that will affect professional reseller performance metrics 1. Professional reseller listed date/time/price incorrectly 2. Customer is not comfortable with pick up location 3. Customer received the wrong tickets 4. Customer did not receive the tickets 5. Professional reseller did not ship the tickets 6. Customer could not get into event 38 7. Tickets are not available and no substitutes provided 8. Professional reseller could not fill the order before the event passed 9. Professional reseller’s office is closed during business hours 10. Barcode loading or AVD issues 11. Change in delivery method after order finalization This list is representative of the reasons for rejected/cancelled orders and may not be exhaustive. 39