Eventbrite, Inc.

Hi [redacted],
 
 I apologize for your experience with this event. 
 
I can assure you that our Trust & Safety Team is working with the event organizer to return the funds to event so all refunds can be issued to the attendees.
I checked in with our Trust & Safety...

Team on the status on these refunds, and they expect to have them issued in the next few business days. As soon as
they're issued, you'll receive an email confirming that the funds were returned to your account. 
 
We appreciate your patience as our Trust & Safety Team works to complete these refunds. If I can be of assistance in the meantime, please let me know. 
 
Best,
 
Ashley
Eventbrite Customer Experience

Initial Business Response /* (1000, 5, 2015/11/13) */
Hi [redacted],
Thank you so much for using Eventbrite. We appreciate it!
I'm sorry for the confusion here.
I see you were able to connect with us on November 9th via email after all. Our agent was able to find your order and resend the...

email confirmation to the correct email address.
I've also verified this via email too, ensuring you had received the confirmation.
Thanks again for using Eventbrite. If you have any other questions or need anything else, please let us know. Have a great day!
Best,
[redacted]
Eventbrite Trust and Safety

Eventbrite is a ticketing tool used by third-party organizers to manage events. This means we can’t issue refunds from the organizer's account.  The request has been reviewed by our Trust & Safety team.  Also, the event organizer has replied to their request.  The communication...

was sent April 12th to [redacted] and is provided below.
 
[redacted], please see the following response regarding your refund request: 
"We do not accept the refund request.
Our refund policy is clearly displayed on our event page.
We accept full refunds with 24 hours notice.
No notice has ever been provided.
The customers in question simply didn’t show up and never asked for a refund.
With proper notice we may have been able to sell their tickets to other customers.  With no notice provided, we are unable to do that. We staff according to tickets sold.  When customers don’t show up, servers are left short on tips.".
 
We would like to inform you that we also could not find any evidence in the system that this request was placed. 
Per our Terms of Service, we will honor this organizer's policy and will not be able to issue you a refund. 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.
 
Best,
[redacted]
Eventbrite Customer Experience

Hello [redacted],
Thank you so much for using Eventbrite. We appreciate it. I'm truly sorry for the challenges in reaching us by phone and for the challenges in getting the event settings setup correctly for your recent event.
Phone support is limited, however you can find all the ways to contact us at...

[redacted]. You can find comprehensive help at [redacted]
Regarding your current calls to support, it appears there were challenges in setting up the order form to ensure all mandatory information was being collected. It also appears there were challenges in creating an event report containing all the information you were desiring. According to our support system we worked with you via phone twice on April 15th, and twice via email on April 17th. According to the contact notes the settings for the event were setup correctly to collect the required information from your guests. Anyone who had registered prior the most recent changes to the event settings would need to be followed up with to gain the desired information. Hopefully you also received at that time the information we sent regarding how to create custom event reports.
If you're still experiencing issues customizing the order form for your event, please visit [redacted] for additional information.
Please visit https://www.eventbrite.com/support/articles/en_US/How_To/how-to-edit-and-...⇄ for information about creating custom event reports.
And of course, please feel free to contact us by visiting [redacted] if you have any other questions. We're here to help! Thanks again for using Eventbrite. Have a great day!
Sincerely,
 
[redacted]
Eventbrite Trust and Safety

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

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]

Initial Business Response /* (1000, 5, 2015/06/03) */
Hi [redacted],
Our sincerest apologies on your experience here.
Thank you for bringing your refund request to our attention and for your patience as we investigated your request.
Your order for 33 Events Mother's Day Celebration...

Brunch was refunded in full on 05/22/2015. Please note that refunded transactions can take between 5-7 business days to display within the associated account linked to the card used for purchase, depending on the bank or credit card company that backs the card.
Again, we apologize for your poor experience here. Please let us know if there's anything else we can do to help on our end.
Best,
Eventbrite Trust and Safety

Initial Business Response /* (1000, 5, 2015/12/01) */
Hi [redacted],

Thank you for reaching out.

As it was explained to you Eventbrite is a self-service tool, meaning the organizer sets up their entire event page and executes all of the communication before and after to the event through our...

service. Per our Terms of Service, our event organizers manage their own refunds and set their own refund policies. We apologize for any frustration that has occurred due to their no reply.

When you signed up for Tough Mudder is looks like there was an accidental typo in the email you used [redacted]@yahoo.co which would mean you would not have received a confirmation email but the charge did go through.

Since the 180 days have passed [redacted] the organizer to refund you and you have already contacted your bank, your best option is to follow up with them to move this refund request forward.

Our sincerest apology on your experience here.

Best,
Eventbrite Trust and Safety
Initial Consumer Rebuttal /* (3000, 12, 2016/01/04) */
Sorry - I missed the cut off date. To respond to their position, as a consumer I am indifferent to their relationship with Tough Mudder. They contracted with Tough Mudder to provide a service, and in this case did not perform the service accurately. They claim I was charged twice because I entered my email wrong. That is not the case however as their system got "hung up" during the first transaction. Had it worked, I would have been prompted with a message saying the transaction was complete. Even if I did enter the email incorrectly, they should have safeguards in place to prevent such errors (like every other website that asks for the email twice). Bottom line is they charged me twice erroneously and won't refund me. I hope this complaint can continue despite my lateness in responding so others know the type of company they are dealing with. Thanks
Final Business Response /* (4000, 14, 2016/01/20) */
Hello [redacted],
Thank you for reaching out.

My sincerest apologies on the situation. As it has been explained to you, Since the 180 days have passed [redacted] the organizer to refund you and you have already contacted your bank, you need to follow up with them to move this refund request forward. We are unable to assist moving forward.

Best,
Eventbrite Trust and Safety
Final Consumer Response /* (4200, 16, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a refund from my credit card, so this will be my last communication. It's nonsensical to say you were unable to resolve this within 6 months, therefore you can't resolve it. As a consumer, I am transacting with you and the organizer not responding is not my concern. I hope the Revdex.com is able to inform future consumers of your business practices.

Initial Business Response /* (1000, 7, 2015/11/17) */
Hello [redacted],
Thank you for reaching out to us and our apologies on your experience.
Eventbrite is a self-service tool, meaning the organizer sets up their entire event page and executes all of the communication before and after to the...

event through our service. Per our Terms of Service, our event organizers manage their own refunds and set their own refund policies.
If you could please provide the order number of the refund request as well as the title of the event I would be happy to review your case further. without that information I am unable to proceed.
Best,
[redacted]
Eventbrite Trust and Safety

Initial Business Response /* (1000, 5, 2015/11/23) */
Hello [redacted],
Thank you for bringing your refund request to our attention and for your patience as we investigated your request.
Your order has now been refunded in full. Please note that refunded transactions can take between 5-7 business...

days to display within the associated account linked to the card used for purchase, depending on the bank or credit card company that backs the card. 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.
We apologize for your poor experience here. Please let us know if there's anything else we can do to help on our end.
Sincerely,
Eventbrite Trust and Safety
Initial Consumer Rebuttal /* (2000, 7, 2015/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My cc was refunded, finally.

Eventbrite is a self-service ticketing platform, used by event organizers to collect and manage ticket sales and registrations. The organizer sets and manages the refund policies and issuing of refunds. We are currently in the process of working with the organizer to ensure refunds are issued,...

however, as they are the recipients of the ticket sales funds and the organizer of the event, the refunds must be issued by them. We hope to have a final update for you very soon!

Complaint: [redacted] I am rejecting this response because the terms offered are not acceptable.  I will not attend another event offered by the organizers, VIP or other, and previously told Event Brite so.  Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/04) */
As a self-service platform used by event organizers to manage their events, Eventbrite defers to the organizer to set and manage the refunds for their event. As the organizer did not respond to [redacted]'s request, we reached out on her behalf. As...

they did not respond to our request within 4 business days, we refunded the order, per our Terms of Service.

Hi,Thank you for bringing your refund request to our attention and for your patience as we investigated your request.Your order for [redacted] as was refunded in full on 9/23/16. Please note that refunded transactions can take between 5-7 business days to display within the associated account linked...

to the card used for purchase, depending on the bank or credit card company that backs the card. 
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.We apologize for your poor experience here. Please let us know if there’s anything else we can do to help on our end.
Best, 
Eventbrite Trust and Safety

Initial Business Response /* (1000, 5, 2015/11/06) */
Hi [redacted],
Thank you so much for using Eventbrite. We appreciate it!
I'm reaching out on behalf of the Eventbrite Trust and Safety team to follow up with you regarding your refund request for the "Farmhouse 6 month anniversary popup"...

event.
Thank you for bringing your refund request to our attention and for your patience as we investigated your request. Your order has now been refunded in full.
Eventbrite is a self-service tool, meaning the organizer sets up their entire event page and executes all of the communication before and after the event through our service. Per our Terms of Service, our event organizers manage their own refunds and set their own refund policies.
In this case we promptly contacted the event organizer to give them a chance to rectify the situation after you contacted us on October 15th. Again, we appreciate your patience as our internal review took place.
Please note that refunded transactions can take between 5-7 business days to display within the associated account linked to the card used for purchase, depending on the bank or credit card company that backs the card. 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.
We apologize for your poor experience here. Please let us know if there's anything else we can do to help on our end.
Sincerely,
Eventbrite Trust and Safety
Initial Consumer Rebuttal /* (2000, 7, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/06) */
Hello [redacted],
Thank you for reaching out to us. My name is [redacted] and I'm reaching out on behalf of the Trust and Safety team at Eventbrite. I work to help preserve the integrity of events and accounts on Eventbrite.
My apologies on your...

experience here.Please note that per our terms of service that you agreed to upon signing up for Eventbrite, we payout 5 days after the actual event has ended, not in accordance with ticket sales end date.
Your account was set up on the advanced payout program on November 30th , 2014 and I have provided the information sent to you when this was applied to your account.
" Here's some important information about our Advance Payouts program:
Payouts will be initiated on the 1st and 15th of each month leading up to your event ends date, at no extra cost.
Note: Direct deposits can take up to 3 business days to reach US bank accounts after being initiated, and up to 7 business days to reach international bank accounts. Physical checks can take up to five business days to reach you.
We'll send you 75% of your total ticket sales, minus our fees, with each advance payout.
Note: We withhold a reserve of 25% of total ticket sales in case you need to issue a small number of refunds and to cover chargebacks. The 25% reserve is paid out to you with your final payout five business days after the end of your event, minus our fees and any refund or chargeback amounts.
There is a cap of US$25,000 (or the equivalent in your currency) on Advance Payouts per account at any time.
The Advance Payouts program applies at an account level. Any events in your account that use Eventbrite Payment Processing will have Advance Payouts in effect and all amounts paid out prior to your events will count towards the cap.
Events using our repeating events schedule feature can be signed up for advanced payouts. However, keep in mind this might be best for those on a monthly or annual scheduleas payouts for daily and weekly events will initiate 5 business days after the end of each event in the series/schedule.
If you'd like to receive advance payouts, reply to this email with your permission and I can manually add this payout schedule to your account. Once complete, you'll be set to have payouts initiated twice monthly until your event completes/ends.
Important: If you think you'll exceed the US$25,000 cap amount and/or would like to request a lower reserve percentage, be sure to include that in your reply as well."
We did send you the cap application on 10/7/15 to fill out in order to increase the amount of funds we could release to you prior to the event date. The application was not filled out nor filed.
On 10/15/15 we sent your final check for $6,221.35, 5 days after the event occurred, which is in the time frame outlined in our Terms of Service. These checks are sent automatically and sent to the address that was input into the payout details. You notified us on 10/20/15 that you had not received the check. We do apologize for the inconvenience that occurred.
At that time we cancelled the check and instructed you to change your payout details for a direct deposit. At this time it was explained that it can take 3-5 business days for a direct deposit to reach your account.
The payment was then received on 10/26/15, 11 days after the event date ending. We received confirmation by you that the funds had been transferred.
We apologize for any confusion that occurred. We encourage you to review the Eventbrite Terms of Service. You can view these Terms of Service here: www.eventbrite.com/tos.
Please don't hesitate to reach out if you have any further questions or concerns.
Best,
[redacted]
Eventbrite Trust and Safety
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It does not change the fact that I still had not received the physical check by the 20th, 10 days after the event. If you had sent it on the 15th as you claimed, it would have arrived even if you cancelled it after that date. That makes no sense as you can't intercept mail since a federal offense. The issue was that you would not cooperate. You had all of my money and would not release after the event had been closed for over 1 month.
Final Business Response /* (4000, 9, 2015/11/23) */
Hello [redacted],
Thank you for your reply.
As explained the ticket sales end date does not trigger payment. The actual event date occurring triggers payment. Setting an early event end date in order to receive the payout for your event before the event occurs is a violation of our Terms of Service. Also as noted we have $25,000.00 limit for our advanced payout program. We did send you the application to increase your cap but it was not submitted to us.
I encourage you to read through the Advanced payout program guidelines outlined below as your account was set up to receive advanced payouts. For information on the Advance Payouts program, feel free to check out this article in our Help Center: http://help.eventbrite.com/customer/portal/articles/XXXXXXX
We care deeply about protecting our community of event organizers and these policies are in place to ensure a positive experience for all users on our site. It was outlined in our previous communication that On 10/15/15 we sent your final check for $6,221.35, 5 days after the event occurred, which is in the time frame outlined in our Terms of Service. These checks are sent automatically and sent to the address that was input into the payout details. They are subject to normal USPS timelines and are sent from Connecticut.
You notified us on 10/20/15 that you had not received the check. We do apologize for the inconvenience that occurred of you not receiving the check within the 5 day time frame. Due to this inconvenience I have added a fee credit of $50.00 to the account under [redacted].

At that time we cancelled the check and instructed you to change your payout details for a direct deposit. It was explained that it can take 3-5 business days for a direct deposit to reach your account.
The payment was then received on 10/26/15, 11 days after the event date ending, not a month after as indicated in your previous message.
I hope this information clarifies our policies and Terms of Service. Please don't hesitate to reach out if you have any other questions.
Best,
Eventbrite Trust and Safety

Thanks for reaching out to Eventbrite regarding your refund request.
Eventbrite is a ticketing tool used by third-party organizers to manage events. This means they handle all aspects of their event including the refund process. I have reviewed your account and see you have requested a refund for...

the event on July 4th.  Once requested, we like to give organizers 1 week to respond to attendee refund requests. If there's no response within 1 week (July 11th), please feel free to reply to the email response we sent to you (case #[redacted]) or use our Contact Us page and reference this case number.  We will be happy to proceed with any additional steps at this time.
Thanks again for using Eventbrite!
Best,
Eventbrite Customer Experience

Eventbrite is a ticketing tool used by third-party organizers to manage events. This means they handle all aspects of their event including the refund process.  Based on the information provided by the organizer, they have a no refund policy listed on the event page.  This can be seen here...

- [redacted]  Eventbrite will continue to honor this policy set by the organizer.  Please feel free to reach out to them directly using any of the methods described in our Help Center.  [redacted]
Best,
 
Steven
Eventbrite Customer Experience

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. I contacted Revdex.com a few days ago to close the case, not sure why it's not closed. However, I know that we already settled this. It was an error on my end. Apologies for the confusion.Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/12/07) */
Hi,
Thank you so much for bringing this to our attention and I'm sorry to hear about your experience with Thanksgiving Eve with Fabolous & friends Wed 25th at Pacha Nyc You can also pay at the Door!!
Eventbrite is a self-service tool,...

meaning the organizer sets up their entire event page and executes all of the communication before and after to the event through our service. Per our Terms of Service, our event organizers manage their own refunds and set their own refund policies.
Eventbrite's goal is to make sure you enjoy your experience from the time you register through the day you attend. As the Eventbrite Trust and Safety Team we take this kind of feedback very seriously. We work hard to preserve the integrity of events on Eventbrite and we value your feedback.
If any further information is needed, we will reach out to you directly. Thank you for sharing this with us and please don't hesitate to reach out if you have any further questions or concerns.
Best,
Eventbrite Trust and Safety