We understand the anger, frustration, and helplessness many of you are feeling right now. Our situation is constantly evolving, but we want to let you know the current status.
Brown Paper Tickets boasts the highest ratio of support capacity per customer in the industry. Nevertheless, even we were unprepared for the simultaneous cancellation of more than 50% of our active events. And although our team is working around the clock to support our customers and clients during this crisis, our support backlog may take several weeks to work through. In addition to this, because of the way in which the COVID-19 situation first affected events during its initial onset, we are now discovering that many of the events we believed had been successfully completed over the last several weeks, were in fact cancelled. Likewise, a large percentage of event attendees chose not to attend events during that time, and are now requesting refunds for those long-completed events. We simply need time to sort out the situation, determine which events were completed successfully, and which attendees need refunds and which don't. We ask for your patience as we work through this nightmare situation, and attempt to return to normalcy as quickly as possible.
We understand that this also affects many of our clients who had events before the COVID-19 crisis struck. Unfortunately, due to the lack of information about the overwhelming number of affected events and attendees, we currently have no choice but to pause all outbound payments for a short period while we work through the situation as quickly as possible. Our intention at this time is to return to normal outbound payments within the next 14-21 days.
All clients will be paid for their successfully completed events. We simply need time to work through the tens of thousands of backlogged requests that we have received over the last few days.
Again, we ask for your patience as we work through this once-in-a-lifetime crisis, and we apologize for any additional stress or difficulties we may have caused.