OPU-1TX Handbook

Last Updated: February 6, 2025

Ticket Listings

All tickets listed via Off-Platform Upload (“OPU”) or the 1Ticket Exchange (“1TX”)  must be valid for resale. You will be responsible for all charges that result from the listing or sale of invalid tickets, and your participation in OPU or 1TX (as applicable) and will be subject to review. (OPU or 1TX are sometimes hereinafter referred to as the “Service.”)

Each ticket listing must accurately reproduce all ticket information as originally issued by the primary ticketing company (including name of headliner, date, venue, section, row, seat numbers, and price, along with any additional disclosures).

Ticket Accounts

To facilitate electronic delivery and ticket transfers, please make sure all applicable login information is added to your 1Ticket account.

Listing of Season Tickets

If you plan to relocate or upgrade any of your locations for any season ticket packages, please do not share them via the Service.  You will be responsible for all fees and charges that result if you do not follow these guidelines.

Parking Passes

The section name of the listing must reference a specific parking lot. If the pass is for GA parking that does not have a specific lot, the section or row name must include the word “PARKING”. Similarly, a parking-pass only listing cannot be broadcast with “GA” as its section name.

You will be responsible for all fees and charges that result if you do not follow the parking pass guidelines.

Any parking pass that needs to be transferred must be listed exactly as it appears in the original account.

Non-Event Tickets

Any listing for non-event tickets (e.g. VIP Tent passes, Party passes) must include the following disclosure, even if the event page is for non-event tickets:  “NOT AN EVENT TICKET”

Non-event tickets will only share to StubHub and only if there is a separate event page.

Not for Resale Tickets

We will not list any tickets that are marked as Not For Resale. These include, for example:

• Charity Events
• Benefit Concerts
• Complimentary
• Any other event that the Primary has listed as Not For Resale

Be aware that there can be exceptions but, as a general rule, if the event is not listed on the Primary for resale then we will not list it via the Service.

Fulfillment Methods

We list with the following fulfillment methods:

• Mobile Transfer
• PDFs
• Mobile QR
• Flash Seats (Transfer)
• Barcode (Integrated Marketplaces such as Ticketmaster, StubHub, Seatgeek, & AXS)
• Hard Tickets (Dropship Only)
• Last Minute Services “LMS”
• Will Call and Walk–In

If you are unsure which category applies to any of your listings,  you should delay the listing of your tickets until the delivery method can be verified.  Orders may be cancelled or result in additional charges if a delivery method needs to be changed.

Fulfillment Method: Hard Tickets (Dropship Only)

ALL ORDERS FOR HARD TICKETS MUST BE DROPSHIPPED.  WE WILL NOT HOUSE HARD TICKETS IN OUR OFFICE FOR OPU OR 1TX CLIENTS.

Our reputation rests on our ability to fulfill orders correctly and on time. Please follow the dropship guidelines below for all hard ticket orders:

• Dropship orders must be for events within the United States and may only be shipped from within the United States.
• If an order is not tracking within 24 hours of the airbill being received, the orders will be cancelled, and our Executive Customer Care team will sub the orders at your expense.
• To simplify the dropship process, please observe the following rules and regulations:
  • For all dropship orders:
    • The tickets must be in your possession at the time you request an airbill.
    • You must be aware of the logistics of your shipment, including the locations of the nearest UPS and FedEx facilities, as well as their latest pickup times.
    • At this time our dropship program is limited to OPU and 1TX clients within the United States.
    • If you receive a shipping label before 6:00 PM, the package must be dropped off and tracking before the FedEx/UPS location’s cutoff time that day.
    • If barcodes are required to fulfill an order, please ensure that you are providing us with that information as soon as possible to prevent cancelled orders.
  • Additional information:
    • Dropship invoices will only be completed once the package has been confirmed as “tracking” by the respective shipping company. Please keep this in mind to ensure invoices are completed in time for your payout.
    • There are select instances where a marketplace will not immediately release a shipping label to us. We will do everything we can to send them to you as soon as they are available, but please keep in mind that we are at the mercy of the vendor in such cases. In addition, please note that we do not broadcast dropship listings to Victory Live.
    • Knowing your tracking number and having a time-stamped receipt are essential when you dropship tickets. If you cannot verify with a receipt that you shipped the package on time, you will be responsible for any charges incurred as a result.
    • When you dropship a package, you are ultimately responsible for the package’s contents. If a recipient files a claim with a marketplace about a package you’ve dropshipped, you will be liable for any fees — whether from the vendor, us, or both — or other costs associated with providing subs.

Fulfillment Method: Mobile Tickets

• For mobile ticket orders where screenshots are available:
  • All listings for mobile orders with screenshots must come from 1Ticket
  • The following note must be added to all mobile listings: “MOBILE ENTRY. Scan your tickets from your mobile device for this event.  Do not print these tickets. QR”

• The following applies for all mobile transfer requests:
  • We will transfer listings to buyers if login information is properly received and the listing has sold.
  • If your listing has sold but cannot be transferred for any reason, then the “Subs” process described below will be automatically triggered.
  • Tickets listed that do not match the section, row, and seat precisely as listed on the ticket account will fail to transfer through automation.
• Once an order has been transferred, your invoice will be completed and marked for payment.
• Be advised that all listings marked for mobile transfer will have the following note:
  • XFER MOBILE ENTRY. Scan your tickets from your mobile phone for this event. Do not print these tickets
  • Once you share your mobile listings, please ensure the notes are showing on the exchanges
  • Any required listing disclosures must appear prior to the XFER note.
  • Do not remove the XFER note under any circumstances. This denotes the delivery method to the marketplaces. Removing this can cause cancellations or delays in payment.
• All mobile transfer listings will fall off StubHub and the exchanges 2 hours prior to the start of the event.  When selling mobile transfer listings please be aware of the timing to ensure your tickets sell prior to the deadline.
• We reserve the right to pass along any per transfer fees from service providers in order to facilitate delivery
• Login procurement fees may apply for any missing account login information.  

Fulfillment Method: Last Minute Services (LMS)

Last Minute Services “LMS” (Dropship)

• If StubHub offers LMS for an event and you have unsold inventory that you intended to dropship, you can opt to ship your tickets to the LMS center directly.
• In these circumstances, send an e-mail to opu@1ticket.com with the subject line “LMS request.” In your message, please include:
  • The full headliner name
  • The event date
  • Complete listing information, including section, row, and seat numbers
• We will then provide you with the shipping deadline and address for the requested event. Once you ship the tickets, please send us the tracking number so we can ensure the tickets arrive at the LMS office, and to aid us in case of any scenarios that may involve troubleshooting.
• Please observe the following guidelines whenever dropshipping tickets to a StubHub LMS office:
  • Ensure you get both a time-stamped receipt and a tracking number from the shipping company you use.
  • Package the tickets in a white envelope. If you’re shipping tickets for multiple sections, place each the tickets for each section in separate envelopes. An example has been included below for your convenience.
  • Please list the return address on the envelope as follows:

1Ticket

Email: opu@1ticket.com

Tel: 240-321-9849

• In the middle of the envelope, include the event name, event time, and event date. Below that line, include the section, row, and seat numbers of every ticket included in the envelope.

Fulfillment Methods: Will Call and Walk-In

Use of any of the fulfillment methods listed below is subject to our prior approval on a case-by-case basis. These fulfillment methods can be risky as each venue has different rules governing these methods. We have the right to cancel any sale that we are uncomfortable with.  An additional special handling charge will apply to all Will Call and Walk-in orders.   Additionally, if any changes have been made to your listings (e.g. the venue or primary switching them to Will Call or Walk-In from another method) we require documentation of this change. If documentation is not provided, we hold the right to cancel the sale.

Will Call

Will Call is defined as any order wherein the buyer is able to pick up their tickets at the venue’s will-call window. We will only create Will Call listings for singles or pairs since we cannot enforce specific splits on any exchange sites. The only exception to this rule is if you plan on dropping off your tickets at the will-call window, since doing so allows you to make your own splits.

• Creating a listing as Will Call means that the pickup rights can be transferred to the purchaser — so, when listing any Will Call orders, please verify with the box office that the rights can be transferred so that the listing is labeled correctly. If they cannot, the listing must be listed as Walk-In, which we provide details for below. Improper listings are subject to cancellation. In addition, please note that Will Call/Walk-In listings are not allowed on StubHub or Ticketmaster+ and will be automatically blocked from those marketplaces. As an added precaution do not share to those exchanges.
• Include any order number or information the buyer may need to pick up their tickets along with your request. We will provide you with the buyer’s name and contact information 48 hours prior to the event, or as soon as possible if a sale occurs on the day of the event. Please be aware that this information is subject to change at any time before the event. To account for this possibility, We will reserve all Will Call listings 6 hours prior to the event to ensure you have ample time to make the necessary accommodations.
• Finally, please note that We will only complete Will Call orders after the event has occurred and we confirm that the tickets were delivered successfully.

Walk-In

A walk-in is defined as any hard-ticket listing, whether you need to pick up your tickets at a will-call window or have the tickets shipped directly to you, which you intend to deliver to the customer in person prior to the event. Please note that this definition does not include paperless walk-in listings, and We will not list any such tickets. In addition, We will only create Walk-In listings for singles or pairs since we cannot enforce specific splits on most exchange sites. Local Pick-Up operates the same way as a Walk-In.

• At least 72 hours prior to the event, you must provide us with the contact information, meeting time, and a specific location for the person fulfilling any walk-in orders. In addition, you must also provide an emergency contact number in case any urgent issues arise. Please note that some marketplaces may require us to provide this information immediately after a sale occurs. In such cases, We will reach out to you as soon as possible. In order to avoid the possibility of a cancellation, you must be prepared to furnish this information upon request.
• We will provide you with the buyer’s information 24 hours prior to the event, or as soon as possible if a sale occurs on the day of the event. If you require the information before that, please e-mail opu@1ticket.com with your request. The only reason you should ever contact the customer is to coordinate your meeting.
• Please remember that, from the purchaser’s perspective, you are our representative when you fulfill a walk-in order. If you are impolite, or harass or mistreat the buyer in any way, or in the event any walk-in order goes unfulfilled, then we will revoke your walk-in privileges.
• We recommend that you follow the industry standard for meeting the buyer to deliver the tickets.The industry standard is to meet the buyer one hour before the event (except three hours for General Admission tickets). If you have any other issues, inform us as soon as you’re aware of them, and we’ll coordinate with the appropriate party. Again: Never contact a customer to discuss order details, even as a courtesy.
• Finally, please note that We will only complete Walk-In orders after the event has occurred and we confirm that the tickets were delivered successfully.

Disclosures

You must include all disclosures that apply to your listings. Failure to do so may constitute replacement of tickets or the cancellation of the sale for which you will be held responsible.

Examples include but are not limited to:

• Obstructed View
• Limited View
• Side View
• ADA (meaning that you must have ID claiming disability to use the seat)
• Alcohol Free
• 18+ Event
• 21+ Event
• Female Ticket
• Male Ticket
• Child Ticket – Must Be Accompanied By Adult With Ticket

There may also be listing features on your tickets, these could include:

• Buffet Included
• VIP Section
• Parking Included
• Wheelchair Accessible (meaning anyone can use the seat)
• First Row of Section
• Bobblehead to First 1000 Fans

Speculative Listings

Please note that speculative listings are strictly prohibited, and we reserve the right to request proof of purchase before adding listings via the Service.

Zone listings are also strictly prohibited. You must know and provide us with exact locations before we add any listings via the Service. In the rare cases where venues only provide zone information for your seats, please contact opu@1ticket.com so we can help you get those listings set up.

CLAIMS AND ADDITIONAL POLICIES

Reserved Tickets

Tickets are frequently placed on reserve by marketplaces due to fraud holds. Ultimately, these fraud holds ensure sales are valid and prevent future cancellations.

• StubHub – StubHub can place a fraud hold on any listing for a period of 65 minutes. These holds cannot be removed for any reason.
• TNOW – including subsidiary sites such as the NFL Exchange, NBA Exchange, NHL Exchange, and TM+ – can place an indefinite fraud hold on any listing shared on their site. Because TNOW ultimately reissues the barcodes, these holds cannot be removed for any reason.

Denied Entries

Denied entries are an important issue that we face when dealing with our marketplaces. In order to maintain our metrics, our reputation as a reliable seller and keep fees low with our marketplaces, it is imperative that we provide them with as much information as possible when faced with a denied entry claim.

• Upon receipt of a denied entry claim, a representative from our Executive Customer Care team will reach out to you to request documentation we can use to fight the denied-entry claim (e.g. scan report, written documentation from venue).
• At minimum, you must provide a scan report from the venue showing the tickets were not scanned more than once. The scan should clearly show the event name, date, related barcodes, and seat location. The supporting documentation will vary based on the situation, and the 1Ticket representative will outline exactly what we need from you. If you have other documentation you believe could be useful, we encourage you to pass it along as well.

You will have 48 hours from when the 1Ticket representative reaches out to confirm that you want to fight the denied entry claim. If you do, you have 5 days from the time the 1Ticket representative reaches out to return the requested documentation.

All denied-entry claims are decided by the marketplaces. We will pass along the available evidence and dispute the claim on your behalf, but the decision is ultimately out of our hands. Put simply, if we are not compensated by the marketplace, you will not be paid for the claim. Providing us with as much information and documentation as possible makes it more likely that a decision will be made in your favor.

Claims

Our claims process exists to compensate you for any lost revenue you incur due to our fault.

In order to establish clear expectations, please note that the claims process does not apply in the following instances:

• Unsold tickets due to undisclosed mapping errors
• Pricing errors
• Date, time, location, venue changes
• Cancelled orders due to inventory not in hand
• Marketplace errors
• Cancelled orders due to missing listing disclosures
• Season tickets cancelled by a team due to fault of any party involved
• The claim is submitted over 30 days after the event has occurred
• Unsold items due to marketplace holds
• Cancellation of invoices where the marketplace sale was rejected via automation where we cancelled the invoice within 2 business hours of the sale
• High risk behaviors as outlined below:
• Failed ticket transfers within 3 hours of an event
• Listing issues within 3 hours of an event
• Day of event buy-in requests 
• Delivery method changes 

Depending on the details of the claim, we may need more time to adequately assess the situation. However, under normal circumstances, most claims will be responded to within 48 hours of your filing. Claims must be filed within 30 days from the date of the incident. If a claim is filed after the 30 days, We reserve the right to deny the claim.

Claims payments will be capped at 5% of all fees collected from an OPU or 1TX client in each calendar year.  Any claims in excess of that cap will be denied, unless otherwise specifically approved in the sole discretion of our CEO.

All claim requests must be sent to opu@1ticket.com. All claims must include the following information prior to us reviewing. This allows us not only to hear your side of the story directly, but also to address the claim in a timely manner:

• Event Name
• Event Date
• Listing information (section, row, seats)
• Face value of listing
• Description of the issue and any supporting documentation that may assist with the claim (e.g., purchase receipts, emails with our employees, etc.)
• Monetary claim requested

While situations like this can happen, understand they are extremely rare and entirely outside of our control. As such, We will not attempt to cancel any orders (such as the sale of seats 2 through 4). Additionally, because it would be a misrepresentation (which could lead to a later cancellation), we will not “fake” the single and sell the remainder as a 5-pack.

Converted and Altered PDFs / Mobile Screenshots

All tickets that are listed must be valid. The sale of invalid tickets greatly endangers our reputation as a reliable seller. You will be responsible for all charges received and your participation in the Service may come under review.

We will not accept any PDF’s that were altered, including but not limited to any PDF that was not officially created and legally authorized by the primary ticketing company (e.g. Ticketmaster, Tickets.com).

If you use third party technology to convert hard tickets to e-tickets or mobile screenshots, you may be violating a primary seller’s terms of service, making your purchases subject to immediate cancellation. You will be held liable for any cancellations or denied entries that result from the use of altered or converted tickets.

Additional penalties, up to and including revocation of your participation in the Service, may result from not complying with these rules.

Cancelling Orders After a Sale

We do not have the ability to cancel orders without consequence. In almost all instances, cancellations harm our metrics, which can result in a marketplace charging us higher fees.

In many cases, sold inventory is instantly delivered to the marketplace. Once the marketplace routes the tickets along to the buyer, the order cannot be cancelled under any circumstances.

To help prevent cancellations and protect our sales metrics, We request that you take the following steps prior to sharing your inventory:

• Ensure the accuracy of your listing by confirming the quantity, section, row and seat numbers are correct.
• Ensure the location is accurate.
• Ensure all listing features and required disclosures are indicated within the external notes.
• Change the price.
• If you find any discrepancies, contact opu@1ticket.com prior to sharing.

Price updates are not immediate, and We will not cancel or pay claims on any order that sells after a price change was made, but before it was reflected on the marketplace where it sold. We upload price changes directly to other marketplaces as frequently as they allow. Depending on their systems, it may take 30 minutes or longer to reflect the change.

Additionally, We will not pay claims on orders cancelled due to integration errors, where the cancellation was completed less than 2 business hours after the original sale occurred.  

There are several reasons why we might cancel your order. Most often, we must cancel and then re-create an invoice, which requires us to temporarily cancel a sale. If you need clarification about a cancellation e-mail you’ve received, please contact opu@1ticket.com, and a staff member will assist you.

If you’re paid on an order that is later cancelled, that sum will be deducted during the next payment period.

SUBS AND REPLACEMENTS – GENERAL GUIDELINES

If you discover that a purchase you made has been cancelled, please e-mail opu@1ticket.com immediately with the order information. We will replace all orders to maintain our metrics with the marketplaces.

• We reserve the right to replace all orders with tickets best suited to ensure customer and marketplace satisfaction at any time
• Any delivery change on an order is subject to cancellation by us and replacements will be at your expense; additional penalties may apply.
• Once the subs process has been initiated, please reply to the auto generated email from opu@1ticket.comfor extension requests and replacement offers
• We will not respond to any correspondence from you unless you send it to opu@1ticket.com

Once an order has been cancelled, an automated email will be sent to you to inform you of the cancelled sale. If you choose to provide replacements on your own, you must let us know immediately. Remember, all subs must meet the guidelines of that specific marketplace, and We will not offer subs that do not follow these rules.

Please note the following policies:

• A cancelled sale may be subbed at any time to save marketplace relations. We will sub any order in the substitute queue that does not incur additional costs to you. If the substitute does exceed the cost of the original order, we will claim any extra funds as payment for services rendered. 
• You will be held liable for all additional costs incurred to sub out orders, including, but not limited to: ticket cost, lost commissions, and any other standard fees
• You may be responsible if the buyer gets denied for using delivered tickets that were cancelled, even if they were subbed and new tickets were delivered.
• Your existing inventory, regardless of current market conditions, will take priority over purchasing subs on the market, provided they meet marketplace guidelines.
• On all exchanges, the buyer has the right to refuse your subs and cancel the order.
• If subs are rejected, you will be responsible for any additional charges from the marketplace and from us

Section Changes

If the venue relocates your seats after they have sold, please e-mail opu@1ticket.com immediately with documentation about the change. We understand that these changes are typically out of your hands, so we will work with you to minimize any fees associated with sold inventory.

However, please note that the sale may be subject to additional fees and/or cancellation by the marketplace. We will offer the new tickets, but there is no guarantee that they will be accepted.

Ticket Stock Type Change

If there is a change to the ticket stock type for sold inventory, please email opu@1ticket.com immediately with documentation about the change.

However, please note that the sale may be subject to additional fees and/or cancellation by the marketplace. We will offer the change to the marketplace, but cannot guarantee that the request to change will be accepted.

We also reserve the right to replace the order with the ticket stock type originally sold to fulfill the order.

You will be responsible for any additional costs associated with a ticket type change, including ticket cost and lost commissions.

Sub Deadlines

You can provide substitute tickets at any time up to 30 days from the event date.

When 30 days from event, you will have 24 hours to provide substitute tickets or to notify us that you need to request an extension to fill your order; extensions will move the deadline to no more than 15 days before event.

Failure to provide a sub or written notification for an extension within this 24 hour window will result in the sale going to the subs queue and being ineligible for replacement.

Claims and Subs

All claims and additional payments that have been awarded will be included in your third or fourth payout of the following month. Similarly, any charges assessed against your account will be deducted from your third or fourth payout of the following month.

We will not pay any claims that are due to a marketplace mistake or issue.

Executive Customer Care will inform you of any adjustments when they occur. If you have any general questions regarding the status of your claims, contact opu@1ticket.com for more information.

Fulfillment Method Changes

If the fulfillment method changes on any of your listings, please email opu@1ticket.com immediately to change the fulfillment method of your listing.

If your listings are not sold there will be no penalties assessed against your account.

If your listing is sold, we will assess a delivery method change fee against your account.

Please be aware that obtaining airbills for listings that originally sold as an electronic delivery method can take several business days to obtain from our marketplaces, depending on their ability to obtain a valid shipping address from the buyer. Additionally, your order may be cancelled as a result of the delivery method change. We will pass on any additional charges for cancelled orders to your account