Accounts are closely monitored for performance, efficiency, and Vivid Seats policy compliance based on the following categories:

 

Fault Rate: Fault rates are calculated based on the number of a seller’s orders that are faulted divided by the number of sales that seller receives within that time period. Vivid Seats defines faulted orders as:

  • Unconfirmed orders that are rejected through the Vivid Seats Broker Portal*
  • Unconfirmed orders that are canceled or replaced by Vivid Seats 
  • Confirmed orders that are canceled or replaced by Vivid Seats as a result of a missed ship date, invalid tickets, a seller’s inability to fulfill, or any of the other order issues detailed in this handbook.  

Processing Rate: Processing rates are based on the time it takes for an order to be confirmed or rejected. If an automation product or point of sale fails to auto-accept an order, that order must be confirmed or rejected promptly through the Vivid Seats Broker Portal.

 

Shipping Accuracy: Shipping accuracy is measured by the percentage of orders that are uploaded or shipped on or before the in-hand date.


Undelivered Inventory Exposure: Every account is allotted a specific dollar amount to compensate for “delivery risk.” If a seller accumulates unshipped orders that, when combined, have a value higher than this allotted amount, that seller’s listings will be removed until the total value of the unshipped orders falls below the acceptable delivery risk limit. Tickets that are not yet in-hand are taken into consideration when an account’s delivery risk limit is determined.

Sellers who accumulate a high number of unshipped orders for tickets to events that Vivid Seats considers “high-risk” may be contacted by the Vivid Seats Risk Department and asked to fulfill all orders before the estimated in-hand date. If tickets are in-hand and ready to ship, sellers must comply.


Policy Compliance: Accounts that are in breach of Vivid Seats policies are subject to any of the consequences described under section 1.1.


*If tickets become unavailable as a result of a prolonged fraud hold, the order will not be counted against a seller's fault rate.