Eventbrite, Inc.

Initial Business Response /* (1000, 7, 2015/09/24) */
Hello ***,
We are reaching out a second time regarding the issue you have brought to our attentionThank you for reaching out to us and we apologize for the confusion and frustration hereI was unable to find an account in our system
under the email: ***@gmail.comIf you could provide the account email address or the name of the event I can look into your account further
Payouts are initiated days after your event's end date, and if the fifth day falls on a non-banking day (weekends and holidays), your payout should begin processing on the next banking day that followsThis message is listed on the mange page for all events in our system, "Your payout will be issued days after the event is over(Allow 4-business days for your payout to arrive, longer for holidays and events that end on a weekend.)"
Direct deposits can take up to banking days to show in your account AFTER we've initiated your payout (banking days for international bank transfers)
USD check payouts for organizers located in U.Sor Canada are sent via USPS and are subject to standard mail delivery times
You can see the status of your payout on your Event Dashboard, hours after your event endsIf returned, you can reissue your payout from this page also
It looks like you may be interested in the Advanced Payout Program we offer, for more information don't hesitate to check out our Help CenterIf you have any additional questions or concerns, please feel free to reach out to our Eventbrite Support team at: https://www.eventbrite.com/contact-us/
Best,
Eventbrite Trust and Safety

We're so happy to hear *** *** received her reissued check!
We apologize for the poor experience you had with this issue. Unfortunately, phone support is limited. We care deeply about providing timely and accurate support to our users and will surface this feedback to relevant parties. We are continually evaluating the most efficient and effective ways to communicate with our customers and will take this feedback into consideration
Best,
The Eventbrite Customer Experience Team

Hi ***,
I'd be happy to assist you with your refunded order.
I reviewed your event, and I see that you used *** as your payment processorThis means *** processed your credit card transactions and placed the funds into your *** accountWhen you initiate a
refund for a *** order on Eventbrite, you'll be redirected to *** to issue the refund from your merchant accountYou do have to log into your *** merchant account using your password in order to issue the refundFor this reason, Eventbrite is not able to issue a refund on your behalf because we don't have access to your password protected accountThis means that the refund was issued by you, or someone you've provided the Eventbrite and *** login information to.
If you didn't issue this refund, you'll want to reach out to *** directly to ensure this wasn't something they initiated on their endIn rare instances, account issues could cause a transaction to be reversedI recommend reaching out to them for further details on this specific transactionUltimately, *** will be the one who can best assist you in this situation.
If we can be of assistance once you speak to ***, please let us know.
Best,
Ashley
Eventbrite Customer Experience

Complaint: ***I am rejecting this response because:It seems like there is a disconnect between this business and the organizerThe organizer says it's Evenbrite who handles refunds and Evenrbrite sends me a response that says the organizer is responsibleEither way it is three weeks after an event that I paid for that never happened and have not gotten my money back I am not and wil not be satisfied with any response unless it says we have refunded your money.Sincerely,*** ***

We apologize for the confusion over the invoice you received, and would be happy to provide some clarification
If you're using *** or Authorize.net to process payments (including orders completed using an offline payment method) you collected the ticket price and the Eventbrite service fee in
your 3rd party merchant accountWe don't have the opportunity to deduct this amount since we aren't processing the payment.
Since we haven't collected our service fee at the time of purchase, we send you a fee invoice on the first of the month for all orders completed in the month prior
Note: Keep in mind, the payment processing fee is charged by either *** or Authorize.net in this case, so there is no Eventbrite payment processing fee included in your invoice amount (we are only invoicing to collect our service fee.) Since they deduct this prior to placing the funds in your account, the amount they deposit will be less than full ticket price + Eventbrite fee
For an overview of how Eventbrite fee invoices work and how to pay them (online or by check), check out our Help Center article: https://www.eventbrite.com/support/articles/en_US/Troubleshooting/understanding-...⇄
If you have any additional questions on this process, please let me know and I'll be happy to assist.
Best,
Ashley
Eventbrite Payments Specialist

Hello ***
Thank you for reaching out to us in regards to the card reader you receivedI understand you have been working with *** to resolve this issue.
As he explained he has sent you a return labelOnce we have received the card reader back we will be happy to
issue you a refundPlease continue to communicate with ***
Our sincerest apologies on any frustration here and please let us know if you have any other questions or concerns.
Best,
Eventbrite Trust and Safety

Complaint: [redacted]I am rejecting this response because: I am the organizer of this event and I did not issue a refund. The emailed that I was sent stated this"
 
Hello [redacted],
The following refund has been processed through [redacted]:

[redacted]
 
Clearly this is a glitch on Evenbrite's end, why would I receive this email if my name is not [redacted]. I am the organizer, [redacted]" and I never issued a refund. I called [redacted] and they told me to contact Eventbrite. Eventbrite is nearly impossible to contact and I called several times and filled out two contact us forms. I want my money issued to be. I enjoy using eventbrite, but not being paid for my event is an issue.
 
Sincerely,[redacted]

Hello [redacted]
Thank you for reaching out to us. 
As explained in our email to you on 4/6/17, Eventbrite is a self-service tool, meaning the organizer sets up their entire event registration page through our service and executes all other aspects of the event itself outside of Eventbrite....

 We have reached out to the event organizer to communicate your request for a refund, and they have denied the request for a refund stating, "No attendee was denied entry. There was a delay that slowed down entry, however no attendee was denied. I've already responded to all refund requests and our plan is to provide the unhappy attendees with VIP tickets to our next event." 
Per our Terms of Service, our event organizers manage their own refunds and set their own refund policies, and as such, we will not be able to issue you a refund on their behalf. 
We apologize for your poor experience with this event and wish there were more we could do to help.  At this time, we ask that you address any further questions or feedback regarding your refund request directly to the event organizer, who can be reached by replying to your original order confirmation, as we will be unable to offer additional assistance or communication for this request.
Thank you for your understanding. 
Sincerely, 
Eventbrite Trust and Safety

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Hello [redacted]
I'm writing to follow up on your refund request for[redacted] [redacted] Thank you for your patience while we investigated your request.
Eventbrite is a self-service tool, meaning the organizer sets up their entire event registration page through our service...

and executes all other aspects of the event itself outside of Eventbrite.  We have reached out to the event organizer to communicate your request for a refund, however, we have not heard back. 
Per our Terms of Service, our event organizers manage their own refunds and set their own refund policies, and as such, we will not be able to issue you a refund on their behalf. 
We apologize for your poor experience with this event and wish there were more we could do to help.  At this time, we ask that you address any further questions or feedback regarding your refund request directly to the event organizer, who can be reached by replying to your original order confirmation, as we will be unable to offer additional assistance or communication for this request.
Thank you for your understanding. 
Sincerely, 
Eventbrite Trust and Safety

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution may be satisfactory to me. I will contact [redacted] in order to file a dispute.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: 
while the check was finally issued (and received) I am not satisfied with the service from the company or their response.
I was denied multiple requests to speak with someone over the phone to clarify where the check was going. I submitted the payee information multiple times, but they kept sending the wrong check and took no consideration or care to ensure I had the correct check. 
I had emailed directions for the check repeatedly, was assured the check would be properly issued and now have been blamed for the mistake. The company showed very little willingness to work with me to rectify the situation. To help with future situations like this, I would like to request Eventbrite commit to communicating with customers speedily and begin offering phone support to customers. Sincerely,[redacted]

Eventbrite is a self service tool which means that organizers handle all refund requests. After checking the refund policy, if any, listed on the event page or within the Order Confirmation Email, you'll need to contact the organizer for any refund requests. If you haven't received a response, we...

would be more than happy to assist you in reaching out to the organizer on your behalf.

Hi [redacted], 
We received this complaint after our conversation with you yesterday. As noted in our previous conversation, you enrolled in our Advanced Payout Program after payouts were issued on June 15th. This caused your payout to be scheduled on the next payout date of July 1st. We...

apologize for any confusion this caused. 
I can confirm that your payout was initiated today, and you can see the status of your payout on your manage page. You should receive the funds within 2-3 business days. 
If we can be of further assistance with your payout, please let us know. 
Best,
Ashley
Eventbrite Customer Experience

Initial Business Response /* (1000, 5, 2015/12/08) */
Hello [redacted],
It was brought to our attention that there was an error in communication on our end that caused your Account to remain locked for some time.
While you sent several emails back through Case # XXXXXXX, our Team did not...

receive this contact. I wanted to personally reach out and apologize for this.
I have verified that all Invoices but one that you mentioned in your last communication have been paid.
While Eventbrite does not have record of receiving a check payment for Invoice # XXXXXXUXXXXXXXXXXX, I have since waived this invoice based on your poor experience.
Moreover, I have applied a $50.00 credit to your account that is to be applied to a future Invoice or Payout if you so choose to use Eventbrite in the future.
I hope this information is well received and please don't hesitate to reach out if you have any other questions or concerns.
[redacted],
Eventbrite Trust and Safety

Complaint: [redacted]I am rejecting this response because:
They basically said screw you. They are not able to refund me my money and they don't care about it. The reason why I'm mad is because they make it seem possible to cancel but they reply only to inform her even though they make it seem possible to cancel in reality they don't allow cancellations. That's how ethic this "company" is.
Sincerely,[redacted]

We're sorry to hear about your experience and definitely want to assist you with this. If you've already requested your refund from the organizer by using the Refund Request Tool within your Tickets section of your account or by replying to your Confirmation Email if you do not see the option to request a refund through the Tickets section of your account, we're happy to help to reach out to the organizer on your behalf.
If you could please reply to this email with a previous case number that we can reach out to you via email or by letting us know what your order number for the event is, we will be happy to assist you further.

Initial Business Response /* (1000, 5, 2015/09/23) */
Hi [redacted],
I'm sorry to hear about your experience with Tampa 2014 Wildfire Weekend. Eventbrite's goal is to make sure you enjoy your experience from the time you register through the day you attend.
As Eventbrite is a self-service tool,...

organizers handle all aspects of their events including setting their refund policy and issuing refunds. To move your request forward, I did reached out out to the organizer to request a refund on your behalf.
As the Eventbrite Trust and Safety team, we work hard to preserve the integrity of events on Eventbrite, and we thank you for sharing this feedback with us and will be taking the next steps per our terms of service.
Although we have reached out to the event organizer to communicate your request for a refund, we have not yet heard back. Since the organizer used Authorize.net to process payments, you should also contact your credit card company to notify them of the charge, in order move the refund request forward.
I hope this helps and thank you for bringing this to our attention.
Best,
Eventbrite Trust and Safety

Hello,Thank you for reaching out to us about the unauthorized charge you are seeing on your statement.After a careful review, the Trust and Safety team has refunded the order in question to your card. We are so sorry for the experience and the confusion here. You should see the credit ($37.92) back...

on your statement within 5-7 banking days.If your original credit/debit card used for the order is no longer active and has been replaced, don't worry, as the refund credit will be routed back to the account to which the old card was tied. Please feel free to contact your bank or credit card provider for more information on this process and tracking your refund. Please let us know if you have any additional questions or feedback. Again, we are so sorry for the inconvenience and any frustration here; we thank you for bringing it to our attention. Best, [redacted]Eventbrite Trust and Safety

Hello [redacted]Thank you for using Eventbrite. We appreciate it.My name is [redacted] I'm reaching out on behalf of the Eventbrite Trust and Safety team to follow up with you regarding the status of your Eventbrite account and the payout the recent event, [redacted] We're...

sorry for the trouble here.I'm happy to help.After reviewing the information you provided, a temporary password has been set on the account. We sent new login credentials to you as part of our response in case [redacted] on May 12, 2017. You should now have access to your Eventbrite account once again.With regard to the payout for this event, the payout for this event was initiated 5 days after the event ended, May 4th. The payout was initiated into the bank account listed in the event settings at the time the payout was initiated. At this point we don't have the ability to retrieve the funds. They've already posted to the account designated.We're very sorry this happened. We're sure this isn't the resolution you were hoping for. Unfortunately access was granted to your account by a 3rd party as a result of your logging in to your Eventbrite account on their cell phone and failing to logout. Maintaining control of your login credentials is crucial to the security of your event settings and your account.Again, we're very sorry this happened.Thank you for bringing this to our attention. Please let us know if you have any additional questions. Sincerely, [redacted]Eventbrite Trust and Safety