Q: I purchased a ticket from SeatGeek for a Remi Wolf concert. The listing on SeatGeek advertised Rachel Chinouriri as the opening act. I was excited to see Rachel Chinouriri perform, and that was the only reason I bought the ticket. Turns out Rachel Chinouriri had dropped out of the lineup before I bought my ticket. SeatGeek never updated its website. I contacted the company and it offered me a $20 promo credit. I appealed and SeatGeek upped it to a promo code worth 100 percent of my ticket. I don’t want a promo code. I want a refund. Can you help me get a full refund for the cost of the ticket?

— Vanessa Wilkins, Los Angeles

A: I’m sorry you felt SeatGeek sold you a ticket under false pretenses. While lineup changes are often outside the control of ticket sellers, SeatGeek should have updated its website to reflect the change in the lineup. That way, you could have avoided buying a ticket to a performance that would never happen.

SeatGeek is a ticketing platform that connects buyers and sellers. But it is also responsible for publishing accurate information about its events. If it fails to do that, it is liable. And you can see that it is trying to make this right without giving away too much, as evidenced by the 30 percent offer and then the 100 percent offer. The last thing any company wants to do is return money to a customer, even when it should.

Can you get a refund from SeatGeek if the opening act cancels?

Yes, but it depends on the platform’s policies and how the event was advertised. If the opening act (like Rachel Chinouriri) was explicitly listed as part of the lineup at the time of purchase — and the cancellation wasn’t disclosed — you’re entitled to a full refund under consumer protection laws.

Platforms like SeatGeek must honor accurate advertising. If they refuse, escalate using these steps:

Document everything. Screenshot the original listing.

Cite “material change” laws. Major lineup shifts void the original purchase agreement.

Demand cash — not promo codes. Store credit isn’t legally sufficient in most cases.

What about this SeatGeek case?

You did the right thing by contacting SeatGeek and explaining the situation. You also wisely documented your communications with the company. Keeping a paper trail can be helpful when trying to resolve these kinds of issues.

I think SeatGeek needs to review how it handles lineup changes. Clearly, its system failed you. If SeatGeek had updated its website in a timely manner, you wouldn’t have wasted your money on this ticket.

A brief, polite email to one of the executive contacts at SeatGeek might have turned that promo code into a real refund. I list the SeatGeek customer service managers on this site.

You were definitely on the right track. You followed the Elliott Method — you were patient, persistent and polite. But when I saw your case, I agreed to fast-track it.

You reached out to my advocacy team and I contacted SeatGeek on your behalf.

“While lineup changes are out of our control, we do understand the customer’s frustration,” a representative told me.

SeatGeek refunded your tickets.

Christopher Elliott is the founder of Elliott Advocacy (https://elliottadvocacy.org), a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him at https://elliottadvocacy.org/help/