Initial Business Response / [redacted] (1000, 7, 2015/12/30) */ Hello ***, 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 If your original credit/debit card used for the order is no longer active and has been replaced, don't worry, as the refund credit will be routed back to the account to which the old card was tied.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 / [redacted] (2000, 9, 2016/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) After numerous emails, a BBB complaint, and 14 weeks of waiting, I am satisfied with the response of EventBrite by refunding my purchase. I would like to thank those of you at the BBB for your assistance in recovering this refund.
Hello [redacted] ! I'm Ashley from the Customer Experience Team here at EventbriteWe spoke yesterday via chat I apologize for the frustrating experience you had with this orderI'm glad we were able to connect with you while you were on the phone with [redacted] to determine that the funds were sent to a typo'd account within [redacted] You noted at the end of our conversation yesterday that the issue was able to be resolved, so hopefully they were able to assist you with receiving the funds from the typo'd account If I can be of further assistance from here, please don't hesitate to let me know Best, Ashley Eventbrite Customer Experience
We're sorry to hear about your experience with this event and we do apologize for the delay in our initial responseEventbrite is a self-service toolThis means that organizers handle all aspects of their events, including refundsWhile this is the responsibility of the organizer, we do work with the organizers to make sure attendees are refunded when necessaryIt looks like someone from our support team has been working with you via your email case # [redacted] on connecting with the organizer and because there was no response from the organizer, we've escalated this case to our Trust & Safety teamThis case is currently open and working with our Trust & Safety teamThank you for your patience while we work with your organizer to assist you with your refundPlease feel free to reply directly to your case with any questions and we'll be happy to answer them in the meantime
Initial Business Response / [redacted] (1000, 5, 2015/11/13) */ Hi [redacted] , Thank you so much for using EventbriteWe appreciate it! I'm sorry for the confusion here I see you were able to connect with us on November 9th via email after allOur 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 EventbriteIf you have any other questions or need anything else, please let us knowHave a great day! Best, [redacted] Eventbrite Trust and Safety
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 daysAs 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 refundsIf I can be of assistance in the meantime, please let me know Best, Ashley Eventbrite Customer Experience
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/Please note that refunded transactions can take between 5-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 tiedPlease 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 herePlease let us know if there’s anything else we can do to help on our end 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 cardWe are so sorry for the experience and the confusion hereYou should see the credit ($37.92) back on your statement within 5-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 tiedPlease feel free to contact your bank or credit card provider for more information on this process and tracking your refundPlease let us know if you have any additional questions or feedbackAgain, we are so sorry for the inconvenience and any frustration here; we thank you for bringing it to our attentionBest, [redacted] Eventbrite Trust and Safety
Initial Business Response / [redacted] (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 Events Mother's Day Celebration Brunch was refunded in full on 05/22/Please note that refunded transactions can take between 5-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 herePlease let us know if there's anything else we can do to help on our end Best, Eventbrite Trust and Safety
Hi [redacted] , Thank you again for your patience as we worked with the event organizer to issue refunds for this event I can confirm that the refund for order # [redacted] was issued on July 28, ***You'll see the funds credited to your account within 7-business days Please note that refunds typically fall in line with the original order within your bank accountIf you don't see this refund in your recent transactions, you'll want to review the original order date, 10/01/***, within your account to confirm the refund was creditedIf you don't see the refund in line with the original transaction, please let us know I hope this information helps, but if you have any additional questions, please don't hesitate to let us know Best, Ashley Eventbrite Customer Experience
Eventbrite is a ticketing tool used by third-party organizers to manage eventsThis 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
Hello, It sounds like there is some confusion hereThe fees you are being charged are not for a duplicate event, they are for an event in the past that was never paidSince
you used PayPal to process payments for your events, you collected the ticket price and the Eventbrite service feeSince we didn’t collect 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 as long as the amount is larger than $In your case, the fees for the ‘*** *** Live in Concert’ were only $4.47and did not meet the minimum threshold to generate an invoice so those fees were rolled over and added onto the next invoice that was generated on July 1, The past fees of $added to your current fees for *** *** *** *** which totaled $brings you to your current amount overdue of $The lock on your account is due to this invoice being more than days overdueYou can go here: https://www.eventbrite.com/invoices/ to submit payment from your Eventbrite account and your account will be reopened immediatelyPlease let us know if you have any questions Nettie Operations Specialist - Compliance
Hi,
I've just checked the orders for the event "*** *** *** *** *** *** ***", which has a registration under *** email - *** *** *** - however, this order is a free order and Eventbrite did not transact any money for this order
There were no other orders for this event under *** email or first and last nameIt's possible that she purchased her tickets elsewhere and therefore was given free tickets on Eventbrite, or if she placed the order under a different name or email and has the credit card information used for the purchase (last digits, date of transaction, amount, last name on card), she can contact our support team at https://www.eventbrite.com/support/contact-us who can help locate the order and request a refund from the organizer on her behalf.Thank you!
Hello [redacted],
Thank you so much for using Eventbrite. We appreciate it.
My name is Matthew. I'm reaching out on behalf of the Eventbrite Trust and Safety team to follow up with you...
regarding your refund request for the “[redacted] [redacted]” event.
I’m sorry to hear about your experience with this event.
Eventbrite is a self-service tool. We are not involved in any way in the production of this event. This means that organizers handle all aspects of their events, including the refund process.
To request your refund, I'm reaching out to the organizer on your behalf.
There’s nothing more to do on your end, so sit tight. We like to give organizers 4 business days to respond to attendee refund requests. If there's no response, we’ll review your request again at that time.
We’ll follow-up with you directly at the email address associated with your order.
In case you have any questions, we’ll follow-up with a copy of this message to the email address associated with your order. Feel free to reply with any questions.
I hope this helps and thank you for bringing this to our attention.
Best,
refund request to our attention and for your patience as we investigated your request.
The orders were refunded in full on 10/24. 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.
Hello,
We've addressed [redacted]'s complaint directly with him.
Eventbrite is a self-service ticketing platform, where event organizers directly post and manage events. All aspects of an event, including refunds, are managed directly by the organizer,...
not Eventbrite, however, when a refund request is brought to our attention, we work to facilitate communication with the organizer to reach a mutual resolution as best possible.
We never received a previous refund request from [redacted] via [email protected], so this was the first we heard of his request.
I've sent [redacted] the following email, to clarify our platform and relationship to this event:
"Hi [redacted],
My name is [redacted], and I'm reaching out on behalf of the Eventbrite Trust and Safety team to follow up with you regarding your Revdex.com complaint and refund request for the cancelled event "Greenville 2014". I'm sorry to hear about your experience with the event and getting in touch with the organizer regarding your refund.
I checked our support records and was unable to find any prior contact from you regarding this refund request, so I'm happy to help you request a refund now from the event organizer.
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 will reach 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 Eventbrire, and we thank you for sharing this feedback with us.
There’s nothing more to do on your end at this time, so sit tight—we like to give organizers 4 business days to respond to attendee refund requests. However, since the organizer used Authorize.net to process payments, you can also contact your credit card company to notify them of the charge, if you'd like.
?I hope this helps and thank you for bringing this to our attention."
I also sent the following email to the event organizers, and I copied [redacted] on the email so that he may also read it, receive a response, and follow up as needed:
"Hello,
My name is [redacted] and I'm reaching out on behalf of your attendee [redacted], who'd like a refund for their registration to your event due to the cancellation of your event, "Greenville 2014". You can view their registration here: https://www.eventbrite.com/reports?eid=6620637505&rid=h&filterby=all,287...⇄ />
To provide a timely resolution, we ask that you take the following actions:
--Address their request by replying-all to this email within 4 business days. [redacted] is copied on this email so that he may also see the response.
--Provide as much detail as possible in your reply.
Thank you for your understanding and cooperation. If you have any questions, please include them in your reply."
As the payment for the order was processed by a 3rd party processor, we are unable to issue a refund, and we've advised [redacted] that he may also want to reach out to them directly.
I hope this information helps, and please let us know if there are any outstanding questions.
Best,
[redacted]
Eventbrite Trust and Safety
Initial Business Response / [redacted] (1000, 7, 2015/12/30) */ Hello ***, 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 / [redacted] (2000, 9, 2016/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) After numerous emails, a BBB complaint, and 14 weeks of waiting, I am satisfied with the response of EventBrite by refunding my purchase. I would like to thank those of you at the BBB for your assistance in recovering this refund.
Hello [redacted] ! I'm Ashley from the Customer Experience Team here at EventbriteWe spoke yesterday via chat I apologize for the frustrating experience you had with this orderI'm glad we were able to connect with you while you were on the phone with [redacted] to determine that the funds were sent to a typo'd account within [redacted] You noted at the end of our conversation yesterday that the issue was able to be resolved, so hopefully they were able to assist you with receiving the funds from the typo'd account If I can be of further assistance from here, please don't hesitate to let me know Best, Ashley Eventbrite Customer Experience
We're sorry to hear about your experience with this event and we do apologize for the delay in our initial responseEventbrite is a self-service toolThis means that organizers handle all aspects of their events, including refundsWhile this is the responsibility of the organizer, we do work with the organizers to make sure attendees are refunded when necessaryIt looks like someone from our support team has been working with you via your email case # [redacted] on connecting with the organizer and because there was no response from the organizer, we've escalated this case to our Trust & Safety teamThis case is currently open and working with our Trust & Safety teamThank you for your patience while we work with your organizer to assist you with your refundPlease feel free to reply directly to your case with any questions and we'll be happy to answer them in the meantime
Initial Business Response / [redacted] (1000, 5, 2015/11/13) */ Hi [redacted] , Thank you so much for using EventbriteWe appreciate it! I'm sorry for the confusion here I see you were able to connect with us on November 9th via email after allOur 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 EventbriteIf you have any other questions or need anything else, please let us knowHave a great day! Best, [redacted] Eventbrite Trust and Safety
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 daysAs 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 refundsIf I can be of assistance in the meantime, please let me know Best, Ashley Eventbrite Customer Experience
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/Please note that refunded transactions can take between 5-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 tiedPlease 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 herePlease let us know if there’s anything else we can do to help on our end 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 cardWe are so sorry for the experience and the confusion hereYou should see the credit ($37.92) back on your statement within 5-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 tiedPlease feel free to contact your bank or credit card provider for more information on this process and tracking your refundPlease let us know if you have any additional questions or feedbackAgain, we are so sorry for the inconvenience and any frustration here; we thank you for bringing it to our attentionBest, [redacted] Eventbrite Trust and Safety
Initial Business Response / [redacted] (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 Events Mother's Day Celebration Brunch was refunded in full on 05/22/Please note that refunded transactions can take between 5-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 herePlease let us know if there's anything else we can do to help on our end Best, Eventbrite Trust and Safety
Hi [redacted] , Thank you again for your patience as we worked with the event organizer to issue refunds for this event I can confirm that the refund for order # [redacted] was issued on July 28, ***You'll see the funds credited to your account within 7-business days Please note that refunds typically fall in line with the original order within your bank accountIf you don't see this refund in your recent transactions, you'll want to review the original order date, 10/01/***, within your account to confirm the refund was creditedIf you don't see the refund in line with the original transaction, please let us know I hope this information helps, but if you have any additional questions, please don't hesitate to let us know Best, Ashley Eventbrite Customer Experience
Eventbrite is a ticketing tool used by third-party organizers to manage eventsThis 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
Hello, It sounds like there is some confusion hereThe fees you are being charged are not for a duplicate event, they are for an event in the past that was never paidSince
you used PayPal to process payments for your events, you collected the ticket price and the Eventbrite service feeSince we didn’t collect 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 as long as the amount is larger than $In your case, the fees for the ‘*** *** Live in Concert’ were only $4.47and did not meet the minimum threshold to generate an invoice so those fees were rolled over and added onto the next invoice that was generated on July 1, The past fees of $added to your current fees for *** *** *** *** which totaled $brings you to your current amount overdue of $The lock on your account is due to this invoice being more than days overdueYou can go here: https://www.eventbrite.com/invoices/ to submit payment from your Eventbrite account and your account will be reopened immediatelyPlease let us know if you have any questions Nettie Operations Specialist - Compliance
Hi,
I've just checked the orders for the event "*** *** *** *** *** *** ***", which has a registration under *** email - *** *** *** - however, this order is a free order and Eventbrite did not transact any money for this order
There were no other orders for this event under *** email or first and last nameIt's possible that she purchased her tickets elsewhere and therefore was given free tickets on Eventbrite, or if she placed the order under a different name or email and has the credit card information used for the purchase (last digits, date of transaction, amount, last name on card), she can contact our support team at https://www.eventbrite.com/support/contact-us who can help locate the order and request a refund from the organizer on her behalf.Thank you!
Hello [redacted],
Thank you so much for using Eventbrite. We appreciate it.
My name is Matthew. I'm reaching out on behalf of the Eventbrite Trust and Safety team to follow up with you...
regarding your refund request for the “[redacted] [redacted]” event.
I’m sorry to hear about your experience with this event.
Eventbrite is a self-service tool. We are not involved in any way in the production of this event. This means that organizers handle all aspects of their events, including the refund process.
To request your refund, I'm reaching out to the organizer on your behalf.
There’s nothing more to do on your end, so sit tight. We like to give organizers 4 business days to respond to attendee refund requests. If there's no response, we’ll review your request again at that time.
We’ll follow-up with you directly at the email address associated with your order.
In case you have any questions, we’ll follow-up with a copy of this message to the email address associated with your order. Feel free to reply with any questions.
I hope this helps and thank you for bringing this to our attention.
Best,
Matthew
Eventbrite Trust and Safety
Hello,
Thank you for bringing your...
refund request to our attention and for your patience as we investigated your request.
The orders were refunded in full on 10/24. 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
Hello,
We've addressed [redacted]'s complaint directly with him.
Eventbrite is a self-service ticketing platform, where event organizers directly post and manage events. All aspects of an event, including refunds, are managed directly by the organizer,...
not Eventbrite, however, when a refund request is brought to our attention, we work to facilitate communication with the organizer to reach a mutual resolution as best possible.
We never received a previous refund request from [redacted] via [email protected], so this was the first we heard of his request.
I've sent [redacted] the following email, to clarify our platform and relationship to this event:
"Hi [redacted],
My name is [redacted], and I'm reaching out on behalf of the Eventbrite Trust and Safety team to follow up with you regarding your Revdex.com complaint and refund request for the cancelled event "Greenville 2014". I'm sorry to hear about your experience with the event and getting in touch with the organizer regarding your refund.
I checked our support records and was unable to find any prior contact from you regarding this refund request, so I'm happy to help you request a refund now from the event organizer.
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 will reach 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 Eventbrire, and we thank you for sharing this feedback with us.
There’s nothing more to do on your end at this time, so sit tight—we like to give organizers 4 business days to respond to attendee refund requests. However, since the organizer used Authorize.net to process payments, you can also contact your credit card company to notify them of the charge, if you'd like.
?I hope this helps and thank you for bringing this to our attention."
I also sent the following email to the event organizers, and I copied [redacted] on the email so that he may also read it, receive a response, and follow up as needed:
"Hello,
My name is [redacted] and I'm reaching out on behalf of your attendee [redacted], who'd like a refund for their registration to your event due to the cancellation of your event, "Greenville 2014". You can view their registration here: https://www.eventbrite.com/reports?eid=6620637505&rid=h&filterby=all,287...⇄ /> To provide a timely resolution, we ask that you take the following actions:
--Address their request by replying-all to this email within 4 business days. [redacted] is copied on this email so that he may also see the response.
--Provide as much detail as possible in your reply.
Thank you for your understanding and cooperation. If you have any questions, please include them in your reply."
As the payment for the order was processed by a 3rd party processor, we are unable to issue a refund, and we've advised [redacted] that he may also want to reach out to them directly.
I hope this information helps, and please let us know if there are any outstanding questions.
Best,
[redacted]
Eventbrite Trust and Safety