The Ticket Resale feature allows customers who can no longer attend your event to securely resell their tickets through your store. As the store owner, you control which ticket types are eligible for resale, set the resale price, and manage refunds to original ticket holders once their tickets sell.
Ticket Resale is not enabled by default. You'll need to set it up manually for each ticket type you want to make available for resale.
How Ticket Resale Works
Here's the end-to-end flow:
You create a resale tier for a ticket type in your event.
A customer who can no longer attend lists their ticket for resale via the Support Hub.
Their ticket enters the resale queue and becomes available on your event page under Resale Tickets (a ticket category you will need to create in the admin).
A new buyer purchases the resale ticket.
You manually issue a refund to the original ticket holder.
Note: Resale refunds are processed manually by the store owner. This gives you full control over each transaction. Refunds are not issued automatically when a resale ticket sells.
Part 1: Setting Up a Resale Tier (Admin)
To enable resale for a ticket type:
Go to your event and navigate to Tickets.
Click the Ticket Resale tab at the top of the page.
Click the + button next to "List your tickets for Ticket Resale".
The List Tickets For Resale panel will open. Fill in the following:
Resale type — choose either Enable resale for one individual ticket or Create a resale group by bundling multiple tickets together.
Select ticket for resale — choose the ticket type you want to make eligible for resale.
Resale price — set the price at which the resale ticket will be sold. This prevents ticket prices from exceeding your chosen amount.
Booking fee — set a booking fee for the resale ticket. Toggle Set a custom booking fee to enter a specific amount.
You can also configure the following optional toggles:
Set this as a secret ticket — tickets can only be accessed via a private URL, keeping the resale tier hidden from the public event page.
Only allow resale when the original ticket is sold out—restricts the resale tier from appearing until the original ticket type has sold out.
Click Save when done.
Once created, the resale tier will appear in the Ticket Resale tab, nested under its source ticket, labelled RESALE. Each resale tier shows the number of tickets currently in the queue, the resale price, and whether tickets are available.
Tip: Reorder your tickets for a clean storefront
Once you've created resale tiers, we recommend creating ticket categories and reordering your tickets so they appear in a logical position on your event page. Resale tickets should appear in a separate Resale Tickets category on the storefront. If a resale tier has no tickets in the queue, it will show as Unavailable to buyers.
To reorder, go to the All Tickets tab, click Manage, and select Reorder tickets. Drag and drop your ticket tiers into the order you want, then click Done.
This is what it should look like on the storefront.
Part 2: How Customers List Tickets for Resale
Customers list their tickets for resale through the Eventcube Support Hub. Here's how:
1. Go to the ticket store and click Support in the main navigation.
2. Select Manage Order from the left-hand menu.
3. Enter the Order Reference (starts with TS-) and the email address used at purchase, then click Next. If the order reference isn't to hand, click Find your order, then enter the purchase email and postal code.
4. In the Your tickets tab, the customer will see all tickets in their order along with three action buttons: Download, Refund, and Sell tickets.
5. Click Sell tickets.
6. The What is Ticket Resale? screen will appear, explaining the process and showing the payout amount the customer will receive per ticket. Select the ticket(s) to list for resale and click Confirm.
Remember: Only ticket types that the store admin has enabled for resale will appear here. If a ticket isn't available for resale, the customer should contact the store owner to request it.
7. A success banner will confirm the tickets have been added to the resale queue. The tickets will be marked as Listed for Resale with a resale icon, and a Cancel option will appear if the customer changes their mind before the ticket sells.
Note: Customers will receive the face value of their ticket only — booking fees are not refunded. Funds are typically received within 7–10 working days of the sale.
Part 3: Issuing Resale Refunds (Admin)
Once a resale ticket has been purchased by a new buyer, you'll need to manually refund the original ticket holder. Refunds cover the face value of the ticket only — booking fees are excluded.
Go to your event and navigate to Tickets.
Click the Ticket Resale tab.
Click Manage Ticket Resale Orders at the bottom of the page.
You'll be taken to Orders → Ticket Resale. This view shows all resale activity with four summary cards at the top: All Resale Tickets, Resold, For Resale, and Refund Due.
5. Click the Refund Due card to filter the table to only orders that need a refund. Each row shows the original order reference, ticket type, listed and sold dates, the new resold order reference, and a red Refund link.
6. Click Refund on the relevant order. A confirmation modal will appear: "Are you sure you want to issue this refund?" — note that this action cannot be undone.
7. Click Yes, Refund to confirm.
8. A "Refund processed successfully" notification will appear in the top-right corner of the screen, and the Refund Due count will update accordingly.
Depending on your Stripe balance and available funds, the customer will receive their refund within 5–10 working days, depending on their bank card issuer.
Note: Resale tickets cannot be resold again.
Ticket Resale and Multi-Region Pricing
Ticket Resale and Multi-Region Pricing cannot be used on the same event. When a resale tier is enabled for any ticket in your event, Multi-Region Pricing will be disabled for that event.
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