Special Delivery
Vivid Seats allows several alternate delivery methods beyond email delivery and FedEx shipping. These delivery methods are referred to as Special Delivery.
Acceptable forms of Special Delivery include the following:
- Venue will call
- Local office pickup
- Shipping paperless gift cards
- Paperless walk-in
- In-person handoff
The Vivid Seats Broker Portal provides numerous options for the fulfillment and delivery instructions upload for Special Delivery orders. When fulfilling these orders, it is crucial that the appropriate delivery method is chosen and the information entered is clear and concise.
All information will be communicated to the customer, along with an informational email describing the specific delivery method that they will be receiving their tickets.
In order to trigger "Special Delivery" as the delivery method, you must list tickets as hard stock and set an in-hand date that is the same day as the event.
Special Delivery Policies
Please reference section 5.2.4 of the Vivid Seats Large Seller Handbook for all Special Delivery policies.
Special Delivery methods that require a customer to pickup tickets on the day of the event must fit the following criteria:
- Pickup locations must be safe, well-lit, public, professional, and within 2 miles of the venue.
- Tickets must be made available no less than one hour before the listed event start time and must remain available up to 30 minutes after the start time.
- Local agent name and phone number must be provided when filling out Special Delivery instructions. This agent must be responsive on the day of the event for any issues that may arise.
Special Delivery orders must be fulfilled under the following guidelines, based on when the order is received:
| 7+ Days from Event | Instructions must be uploaded no later than 7 calendar days before the event. |
| 7 Days - 48 Hours | Instructions must be uploaded within 1 calendar day. |
| Less than 48 Hours | Instructions must be uploaded within 1 hour. If the sale was received after business hours, instructions must be uploaded by 10:00AM local seller time the following day. |
Queues
Special Delivery orders that require action will appear in the "Pending Delivery Instructions" and Urgent Action Required" queues. The "Upcoming Special Deliveries" queue is a summary of all Special Delivery orders for which the instructions have been provided. The customer's name and phone number are displayed for reference.
Clicking on the order will display all of the available Special Delivery methods for that specific order:
