I hope this review is informative. Ticketmaster works for the venues and clients aka entertainers. Each venue has their own policy and rules that Ticketmaster must abide by. When a customer request a refund, exchange, ect. it ultimately depends on what that specific venues policy is. Some venues have what's called a 72 hour fan guarantee policy which means you can get a full refund within 72 hours from the time of purchase .Example : If you place your order on July 19th at 8pm, you must call and request a refund by July 22nd @ 8pm . ( Remember there is a wait time before your connected with a agent so call in advance when requesting a refund/ cancellation because if your deadline was 8pm and you call at 7:55 pm chance are by the time you get a live agent, it will be past your deadline and they will NOT be able to refund your order. Once again this policy DOES NOT apply to all venues.There are certain situations that come up in a customer's life where it's just impossible for them to attend the event they paid for and Ticketmaster tries their best to be understanding and will reach out to the center so they can issue you a refund . Service fees : This is also determined by the venues . These fees fluctuate depending on the venue,where your seats are, type of ticket you purchase, and WHEN you place your order. It's summed up as facility fee ( fee charged for the venue itsself, convince fee ( where in the venue you are seated, and ticket type ( general admission, VIP, or platinum. Another important thing to remember, is the venues base the price of their tickets aka seats on what's called dynamic pricing. If a certain area is bigger in demand, the price of the ticket you purchase will he higher then others. Especially if your attending an event that is selling out quickly. You can view the fees BEFORE your charged , the option is available before you put in you form of payment . If you want to exchange your ticket for a different seat or day there is a $10 exchange fee for most venues ( Broadway and Disney events $15 ) and the tickets must be of equal or greater value. You can not exchange your ticket for a different event or for the same event at a different venue.If you add a ticket or purchase tickets of a higher dollar amount then your original purchase, the exchange fee is waived. This fee is also required from the venue NOT Ticketmaster. VIP tickets : It's important to know what you're buying before you submit payment. Not all VIP tickets come with a Meet N Greet package. If you're unsure or have questions you can call Ticketmaster and they will explain to you EVERYTHING that is included in each VIP package and how to obtain it once you reach the venue. If you TRANSFER a VIP ticket, the person you are transferring it to will NOT receive the perks and benefits that we're originally promised, only the seat. Please remember that the VIP agents work for the clients which make their own guidelines and rules when it comes to their VIP offers. Please remember that it's not Ticketmaster you should be angry with or mad at. They have to honor both the venue and the entertainers policies and guidelines because that's who they work for. They sell the entertainers tickets, book the seats at the venues, promote the events, they print the tickets for the events, they handle questions,concerns, and request from fans,venues,entertainers ect., they handle fraud issues regarding orders, unauthorized tickets transfer, handle exchanges, provide advice on many things including but not limited to : reselling your tickets, how to use mobile entry,printing your own tickets, exchanges, how to navigate the TM website, and much much more. I've read many reviews about Ticketmaster and it seems most of the complaints on here are those that need and should be addressed with the venue. If you have an issue with an agent your speaking with, you can always ask for a supervisor, that is your right !Ticketmaster is a great company that does great things ! The agents there go out of their way to make sure fans are happy and taken care of. So I'm hoping with the little bit of information I've provided that many of you have a better understanding about the company . Also, when you call into customer service or any dept for that matter, you're calling because you need something, so please, even if you're having a bad day, please be courteous and respectful . I know when I ask for help I don't demand it or use profanity towards the person I'm needing help from.