PURCHASER FAQS

The SG-FleHa TicketMarket is an innovative online marketplace based on fanSALE, the convenient and secure trading platform for ticket sales from fan to fan. Through the SG-FleHa TicketMarket, The SG Flensburg-Handewitt and fanSALE can offer you as a fan an attractive and secure way to buy tickets from other fans at a fair fixed price.

Here you can find answers to frequently asked questions (“FAQs”) from purchasers. First click on one of the following headings. Associated questions will then be displayed.

    Questions on registration and “My fanSALE” in the SG-FleHa TicketMarket

      Why do I have to give an e-mail address during registration?
      You will receive a number of important messages by e-mail from fanSALE through the SG-FleHa TicketMarket, so e-mail is the central form of communication on our platform. At the same time, your e-mail address is also your user name. The double opt-in procedure also ensures that you actually receive e-mails at the e-mail address given by you.
      How safe is my data when transmitted on the Internet?

      We encrypt both personal data and payment information during transmission from your computer to our server. In the case of credit card payment, data is only sent to the relevant bank in a highly encrypted form.

      However, the encryption is not shown by most browsers, as the active encrypted area is located in a so-called frame. By clicking with the right mouse button on the encrypted pages and then selecting “Properties”, the SSL certificate will be displayed. In doing so, the mouse cursor must not rest on an input field.

      How can I change my e-mail address?
      Your e-mail address is simultaneously your unique user name in our system and for this reason cannot be changed by you. Please contact our customer service team using our contact form.
      Why can't those under 18 register?
      In order to be able to sell or buy tickets through the SG-FleHa TicketMarket, members must be legally competent. This is why minors cannot become members of the SG-FleHa TicketMarket. We want to protect purchasers and sellers from legally unsafe transactions.
      I have an EVENTIM account and I want to use the SG-FleHa TicketMarket. Can I use my EVENTIM login?
      Yes, your EVENTIM login works at the SG-FleHa TicketMarket and vice versa. You do not need to register again if you already are a EVENTIM customer. If you are logged in at EVENTIM and you open the SG-FleHa TicketMarket page, then you are logged in automatically.
      Why can I only register with an address in Germany?
      One of the benefits of the SG-FleHa TicketMarket is the easy and economical sending of tickets. Currently, delivery and collection under these conditions are only possible in Germany. This offer is being extended step by step to other countries.
      How can I delete my account?
      You cannot delete your account yourself through fanSALE. To do it, please send us an e-mail using our contact form. Please state your e-mail address. We will then delete your account. Please also be aware of our conditions of use.
      How can I change my data?
      You can change your personal data yourself at any time in the SG-FleHa TicketMarket. Log into the SG-FleHa TicketMarket by clicking on My fanSALE on the home page. In the area My fanSALE, click on My data. There you can overwrite all the information, apart from your e-mail address, and then save those changes.
      Does registration cost anything?
      It is free of charge to register and list offers. When listing an ticket at the fixed price stipulated by the association, you will be shown the sale price and your revenue in the case of a sale. The difference between these two amounts is used to cover the increased effort involved. Your revenue is 1/17th of your season-ticket price, or the purchase price of your single ticket stipulated by the association. The original ticket or the match involved on your season ticket or single ticket will be cancelled in the case of a sale; a new ticket will be generated and send out directly through the SG-FleHa TicketMarket.

      Questions on buying fixed price offers

        An offer is marked with the eventim.ticketcheck symbol. What does this mean? How does the SG-FleHa TicketMarket guarantee the authenticity of the offered tickets?
        Offers checked using eventim.ticketcheck are identified using the relevant symbol. The purchase of such tickets is especially safe because the details in the offer come directly from our ticket system through the unique ticket number and because the validity of the tickets was checked when the offer was created. You can find more information here. Please also be aware of the conditions of use.
        After receiving eventim.ticketcheck tickets, please check immediately whether the ticket numbers match the details in the offer, as this is a condition of making any claim under our guarantee of authenticity. If you notice a difference, please contact customer service. Please also read the response to the Question What should I do if something is wrong with the tickets I received?
        I received an error message when I tried to buy a fixed price offer.
        In this case a problem occurred at the end of the transaction when buying an offer at a fixed price. It may have been impossible to charge your credit card with the purchase price. It is frequently due to particular restrictions on the use of the credit card on the Internet. These are set by the issuing bank. The purchase will only be made if your credit card can be charged successfully.
        Can I cancel a purchase?
        Once a purchase confirmation is issued, this is binding. Changes to, or cancellation of purchases will not be accepted.

        This is the reason why:
        At the moment when you click on the button 'Buy tickets now' at the end of the ordering process, the tickets selected by you are bindingly purchased. In this context, when or for what reason a cancellation/change is granted is irrelevant.

        Please also be aware of our conditions of use.
        Where do the tickets come from that are offered on the SG-FleHa TicketMarket?
        The tickets in the SG-FleHa TicketMarket only come from season-ticket and single-ticket customers who cannot use their seat or seats for one or more events. They then offer the tickets for other fans to buy at a fair price on the SG-FleHa TicketMarket.

        Questions on payment and fees

          What forms of payment can I use?
          You can use the credit cards MasterCard, VISA or American Express as well as giropay for the purchase of tickets at SG-FleHa TicketMarket. We ask you for your credit card data if you bid for tickets in an auction for the first time or if you want to buy a fixed price offer with credit card. The credit card data will be stored for later transactions. At the first time entry we ask you also for the security number which is an additional security feature that all credit cards come with. The security number is a three-place number at VISA and MasterCard which can be found on the back of the credit card either in the signature field or directly below it (the last four digits or like at some cards all digits of the credit card number are written in front). At American Express the security number is a four-place number which is printed on the front at the top right or left. The security number will be checked once by our payment system, it will not be stored. In addition, you could pay with Giropay, SOFORT banking, Paydirekt and Direct Debit. You will be redirected to the partner and after successful payment you will return to our shop. With giropay we provide another comfortable and secure payment method for your tickets. You just pay by online transfer, simple, fast and secure at the online banking of your bank or Sparkasse. Further information can be found on the homepage of giropay.
          How do I get my money back if an event is cancelled?
          Essentially, in this case, the official ticket price will be reimbursed by the promoter. In this case, please contact the the SG Flensburg-Handewitt.
          What is the flat-rate delivery charge, and what is included in it?

          In the SG-FleHa TicketMarket, we have created a secure and convenient way to buy and sell entrance tickets. As a purchaser in particular, you benefit from our additional services and guarantees, which are covered by the flat rate commission fee, currently at 15%:

          • Less bother - Unreliable sellers are rigorously excluded from trading.
          • More security - Your money is not paid out by us to the seller until you have compared the ordered tickets with those received and have not reported any discrepancies within 48 hours.
          • More service - Our customer service team is there for you should you have any questions or problems.
          • Faster delivery - You will receive your tickets within the shortest time through our uniquely good network. You can track your shipping status at any time.

          Delivery is economically made by letter directly from the SG-FleHa TicketMarket. The delivery costs and flat-rate commission that apply are shown in the detailed view of each offer.

          What is the flat-rate provision charge, and what is included in it?
          The flat-rate provision charge covers the costs of sending tickets from the seller to the purchaser. Delivery is economically made by letter directly from the SG-FleHa TicketMarket. The delivery costs that apply are shown in the detailed view of each offer.

          Questions on delivery

            How do I find out the shipping status of my order?
            After purchasing tickets on the SG-FleHa TicketMarket, your order is processed immediately. You will receive a new e-mail directly after your tickets have been sent. You can call up the delivery status at any time directly in “My fanSALE”.
            Why haven't I yet received an e-mail confirming delivery?
            After purchasing tickets on the SG-FleHa TicketMarket, your order is processed immediately. You will receive a new e-mail directly after your tickets have been sent. If necessary, check your spam filter to see whether the shipping confirmation e-mail has inadvertently ended up there. You can call up the delivery status at any time directly in “My fanSALE”.
            Why isn't it possible to deliver to PO boxes?
            For reasons of security, we only send tickets to your home address.
            I received the shipping confirmation e-mail but the tickets have not been delivered to me within a few working days. What should I do?
            If the regular delivery time of the tickets has been exceeded:
            You have received an e-mail reporting the successful shipping but haven't received any tickets after a few working days. Please log into the SG-FleHa TicketMarket and go to “My purchases” in the area “My fanSALE”. Call up the shipping status of the order in question and/or update it. You will often receive information on the whereabouts of the delivery. If the tickets cannot be delivered due to an error in the address, please contact our Customer Service team using our contact form. Please be aware that economical delivery of tickets by the SG-FleHa TicketMarket occurs using normal letter post by Deutsche Post.

            Other questions on the SG-FleHa TicketMarket

              What should I do if there is something wrong with the tickets I received?
              After receiving eventim.ticketcheck tickets, please check immediately whether the ticket numbers match the details in the offer, as this is a condition of making any claim under our guarantee of authenticity. You should also check for any other discrepancies between the offer description and the tickets received. If you believe that the tickets are incorrect, please contact our Customer Service team, describing as accurately as possible what you consider to be the fault. Please also be aware of our conditions of use.
              What do I do if an event is postponed to another date or is cancelled?
              Generally, tickets retain their validity for the later date and do not have to be replaced. If you cannot make the new date, you are generally able to return the tickets to the SG Flensburg-Handewitt. Information on where tickets can be returned in such cases can be obtained directly from the the SG Flensburg-Handewitt. In communications, always state the ticket numbers, which are generally located on the bottom right of the ticket. For season tickets, please state the ticket ID.
              How can I subscribe to, or unsubscribe from, the fanSALE newsletter?
              The fanSALE newsletter provides you at regular intervals with information about interesting new functions and particularly attractive offers on fanSALE.
              You can change your settings directly in your personal area “My fanSALE” to receive the newsletter: Log into fanSALE by clicking on “My fanSALE” on the home page. In the area “My fanSALE”, click on “My data”. There you will be able to receive or cancel the fanSALE newsletter by activating or deactivating the option “Yes, I would like to receive the fanSALE newsletter in future”.
              How can I claim under guarantee in association with the EVENTIM ticketcheck?

              Our guarantee of authenticity applies to all offers checked using eventim.ticketcheck. If it was not possible to attend the event with the tickets you received because admission was refused due to the inauthenticity of the tickets, as a purchaser you are entitled to make a claim under our guarantee of authenticity.

              For this, we require a written confirmation by the SG Flensburg-Handewitt or its authorised representative that admission was refused. The ticket numbers involved must be included in the confirmation and the confirmation must be written on the headed paper of the SG Flensburg-Handewitt or its authorised representative, or carry the company stamp. You can also agree with the SG Flensburg-Handewitt or its authorised representative that he/she will issue and send confirmation afterwards.

              Send the confirmation and the tickets involved to:

              SG-FleHa TicketMarket - Customer Service
              CTS EVENTIM AG & Co. KGaA
              Contrescarpe 75 A
              D-28195 Bremen

              On submission of the tickets and the relevant document from the promoter, CTS Eventim shall reimburse the purchaser with the purchase price paid for the ticket(s), including delivery costs and fees, but for no more than two events per calendar year and to a total sum of 250.00 Euro per member and calendar year.

              No other costs will be refunded in association with the failed visit to the event, such as replacement tickets, travel or hotel costs. Regarding the guarantee of authenticity, please also be aware of Section VII of the conditions of use.