Ticket Seller Forced To Refund Canceled Shows After Refusing

TicketsOnSale and OnlineCityTickets must provide cash refunds to customers as part of a settlement with the Attorney General.

PENNSYLVANIA STATE | On Sept. 8, 2022, Attorney General Josh Shapiro announced that his office has reached a settlement agreement with online ticket seller RYADD, Inc. The company, which sells tickets through TicketsOnSale and OnlineCityTickets changed its refund policy without notice after several concerts were canceled during the onset of the COVID-19 pandemic in early 2022, which violated Pennsylvania consumer protection law.

Prior to COVID-19, RYADD guaranteed customers full refunds for canceled events. However, RYADD changed its refund policy to mandatory store credit during the pandemic and refused to refund canceled shows. The company agreed to fully refund Pennsylvanians who purchased tickets to shows canceled prior to Sept. 8, 2022, as part of the settlement. RYADD will also change the confusing language on its website and modify its checkout process so consumers know the total price before completing the sale.

“RYADD thought they could pocket money for shows that never went on,” said AG Shapiro. “Even though Pennsylvanians purchased tickets with the understanding they could qualify for a refund in the event of cancellation. RYADD took advantage of an unprecedented pandemic to go back on its agreement to provide refunds, in violation of the law. Today’s settlement puts all ticket resellers on notice: if you deceive consumers to protect your own bottom line, you’ll have to answer to my office.”

Pennsylvanians who were denied refunds for canceled shows from OnlineCityTickets or TicketsOnSale before Sept. 8, 2022, should file a complaint with the Office of Attorney General’s Bureau of Consumer Protection online, or by calling 800-441-2555, or by emailing scams@attorneygeneral.gov, on or before Dec. 7, 2022.