FAQ for ticket buyers
What payment options are available?
At the moment, payment on the website is only possible by WeChat or Alipay. If neither of these options are available to you, and you’d like to make your payment via Stripe or PayPal, please get in touch with customer service, and our team will be glad to assist you.
I made a mistake filling in the form during the purchase. What do I do?
Mistakes can happen from time to time. Whether it is you’ve selected the wrong dates for your event, or the wrong ticket or product types, a member of our team will be glad to assist you if you get in touch with customer service. If your requested changes result in a price differential, you may be asked to make an additional payment. If a refund has to be made as a result of the changes you are requesting, a 3% charge will be levied on you to cover for the costs of payment processing.
I have successfully made a payment, but did not receive any confirmation of purchase. What do I do?
After making your payment, a green tick should appear on your screen, informing you that you’ve successfully made your purchase. The confirmation screen is often (not always) accompanied by a QR code. If for whatever reason (eg., an interruption in your wifi or mobile data connection) the confirmation screen does not appear, do not panic. As long as you have made your payment, we will have your purchase order in our system. Simply contact customer service with your name and mobile number you used at the time of purchase and we will be able to gain access to all information related to your order.
What do I need to take note of for delivery of paper tickets?
For events where the promoter is delivering paper tickets to you, please ensure that:
- your address is complete, correct and in Chinese – If there is no one available at your residence in the daytime to receive the package, please use your office address instead.
- you are contactable at the mobile number – your friendly delivery man may need to contact you.
We take no responsibility for non-receipt of tickets if you gave us wrong or incomplete information, or if your failure to take calls from the courier results in a bounced delivery.
I bought event tickets through Shanghaiist. How do I gain access to the event?
All you will have to do is to show up at the reception counter of the event, tell them you bought your tickets through Shanghaiist, and state your name and/or mobile number at the time of purchase. Yes, it’s that easy!
I have lost / can't find the QR code given to me. What do I do?
Do not panic. It’s not the end of the world! The event organizer or show promoter will have a master spreadsheet that includes all purchases orders from Shanghaiist for their event. All you will have to do is to show up at the reception counter of the event, tell them you bought your tickets through Shanghaiist, and state your name and/or mobile number at the time of purchase. Yes, it’s that easy!
Can I select my seats?
Unfortunately, seat selection is not possible. Third-party ticketing platforms like ours are generally not given access to the live seating arrangement. Nevertheless, we will work with the event promoter or venue to secure the best available seats for the ticket category you have chosen.
I bought two or more tickets. Will I be seated with my friends?
While seat selection is not currently a possibility with our event and venue partners, we will always endeavour to have you and your friends seated together, but cannot offer you a guarantee. Seats are assigned on a first-come-first-served basis and in the event of a full house, or if tickets in your desired category or almost sold out, you and your may friends may have to be seated apart. So, if it’s an event you know you want to attend, make sure you get your tickets early.
What is your refund policy?
As a general principle, event tickets and shopping items purchased on Shanghaiist are not eligible for refund. On a case-by-case basis, we may issue refunds when instructed by the event organizer or seller to do so. You may have to shoulder a 3% fee to defray the costs of payment processing. This charge will be shouldered by the event organizer or seller if, say, an event has been cancelled or a purchase made impossible due to their mistake.
How do I contact customer service?
You can contact us on WeChat at helloshanghaiist or email us at [email protected]
FAQ for ticket sellers
How does event ticketing work?
Event ticketing with Shanghaiist has been designed to be drop-dead easy. All you’ll have to do is furnish us with an email address where all purchases orders are sent as soon as payment has been successfully made. We will be able to design a form to collect any required relevant additional information from the customer, and to set up any number of product or ticket types. You will receive individual orders as they come in in real time. Before your event starts, you will be given a master spreadsheet that includes all information related to your bookings. On the day of the event itself, you can choose to admit attendees by their name or mobile number (this method is preferable), or by scanning a QR code.
Entry to our event is by paper tickets. What support can you offer?
We can assist with the delivery of tickets to your customers. (The associated costs can be worked into the purchase process). Alternatively, we can assist with collecting all the necessary information so you can execute the delivery yourself.
How do I check attendees in on the day of the event?
The simplest way to do this would be to admit attendees with the name or mobile number they used at the time of purchase. Another way to do this would be to admit guests by scanning their QR codes. Your event services manager will be able to assist in setting up your reception to do this. You won’t need any equipment other than a mobile phone (or a few) to do this.
Can you offer on-site support for the event reception or door ticketing?
Absolutely. Just speak to your event services manager with your specific requests and we will do whatever we can to help.
What happens if a customer requests for a fapiao?
All fapiaos will be furnished, and the costs associated to their delivery will be borne by the event organizer. Shanghaiist can assist in the collection of the required information.
How soon can I get my money?
In general, payment for your event will be processed a minimum of 15 days after the conclusion of your event.