I made the transfer and my order was cancelled. What to do?
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Before the information, remember: the rules below are related to orders paid via standard bank transfer. Payment in PIX does not fall under the rules below. Click here if you want information about payment with PIX! |
If you initiated an order, made the transfer and it was still not authorized, three situations may have occurred and led to cancellation. Are they:
1) Order canceled due to unavailability of seat
In some situations, while your order and payment are being validated, your seat may be reserved through other channels and/or in person at the ticket window.
In these situations, our system has an intelligence that will search for seats in conditions similar to the one chosen, with some attempts being made. If options are scarce or limited, the system will always go to the last available option and if none remain, the order will be cancelled.
When this happens, the amount paid will be identified and returned to the same original account, within a maximum period of up to 3 working days.
2) Order canceled due to non-identification of payment
There are situations in which the order is canceled because the transfer amount was not identified within the defined period. Even if you have done the process on time, it may be due to some failure or slowness, the value takes a while to reach us. In situations like this, cancellation occurs.
When this happens, the amount paid will be identified and returned to the same original account, within a maximum period of up to 3 working days.
3) Order canceled due to process execution failure
To place an order with payment via bank transfer, it is necessary to pay attention and follow all the instructions given, so as not to generate any noise in the validation of the purchase information. The recommendations are:
- The transfer must be from bank to bank (ie, if you have an Itaú account, for example, also select the Itaú bank to make your transfer);
- We only work with the TED modality (from bank to bank). We do not yet accept PIX as a form of payment;
- Perform the transfer within 3 hours after completing the purchase process;
- No deposits will be accepted in envelopes, DOC, lottery, cash in the bank or company accounts.
If you made a transfer outside the conditions agreed above, the amount paid will be identified and returned to the same original account, within a maximum period of 3 working days.
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Important: If the transfer was carried out with severe information discrepancies, the amount will be automatically retained by the system until regularization. For this, just contact us through our service channels and send your transfer receipt. We will identify the payment and proceed with your return. If the period of 3 working days has passed and you still have not received your refund, we also ask that you contact us and attach your transfer receipt so that we can expedite the settlement of the amount. |
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