Stubhub.com

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to
sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementA copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement
In reviewing *** *** purchase, he purchased two tickets for Phantom of the Opera on *** *** *** purchased tickets for the PM showtime but his seller had mislisted the tickets and provided tickets for the 7:PM showtimeAs *** *** was not able to attend his show, we offered to provide a full refund*** *** also inquired about the parking fee he had paid
The representative who spoke with *** *** at our *** office was not aware that our system is not able to provide more than 100% refunds and stated this was something we could processThat representative tried to process both of these in our system, but the $**refund was processed and thus the $***refund failedWhen *** *** contacted back, another representative also attempted to process both as both were previously offered to himOnce again, a refund of $**was provided instead of $***
On January when *** *** realized that again he only received a $**.00, he contacted us again and spoke with a supervisorThat supervisor correctly provided the remaining refund of $to in total provide a $***refundThe supervisor also explained that we cannot provide more than a 100% refundAt this time, *** *** has been provided a full refund
As this issue caused *** *** to have to contact us multiple times and could have been resolved while in our *** office, we processed the offered $**refund as a coupon on *** *** accountWhile we aren’t able to process more than a 100% refund, we want to fulfill the offers that were made to *** *** to the best of our abilityThis $**coupon has been processed into *** *** StubHub account and will be available at checkout on his next purchase
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
***
StubHub Executive Customer Care

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to
sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party
By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement
In reviewing *** *** purchase, she purchased four tickets for *** ***These tickets were listed as General Admission, Row GA, seats 9992-General Admission sections are first come first serve, and are standing room only or, in cases such as lawn areas, do not have seats but may have enough room to sitSeat numbers are often printed on tickets so the primary may use them for inventory purposes
As a one-time courtesy for the negative experience, we can provide *** *** with a refund of her fees on this order, $***To accept this, *** *** can contact our customer service team at 1-866-788-
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
Kaila
StubHub Executive Customer Care

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to
sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party
By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement
In reviewing *** *** purchase, he purchased one ticket on *** This purchase was completed with a ***In order to apply the discount currently offered, *** Checkout must be used at checkout*** *** contacted our customer service team and was advised we would apply the discountIn order to review the error, a screenshot also should’ve been taken, but was notAs no screenshot was provided and *** Checkout was not used to complete the purchase, this refund was not processed
As *** *** was previously advised the refund would be processed, we issued a $** refund on ***At this time *** *** has received this refund to the credit card used at the time of purchase
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
Kaila
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/07/08) */
Thank you for the opportunity to respond to Mr***'s Revdex.com complaint, case XXXXXXXXI understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a secondary ticket
marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party
By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the eventYour tickets will be valid for entryYour tickets will be the same as those you orderedIf any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement
When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffersPer the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyerIn cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM GuaranteeHowever, in cases that result in unusually large losses to StubHub (for example, nonfulfillment of sales involving large numbers of tickets or tickets with significant price appreciation), StubHub reserves the right in its sole discretion to charge the sellers payment method the full amount of the replacement costs StubHub incurs under the FanProtectTM Guarantee
When Mr*** listed his tickets for sale on StubHub, he selected an event which was noted as "Day Pass *** instead of selecting the specific one-day event for which he had ticketsThroughout the listing process, Mr*** would have been able to clearly see the event he selectedDuring the final stage of the listing process and before submitting his listing, Mr*** was given the opportunity to review and verify all information including the event name, date and ticket detailsIf any information Mr*** entered was incorrect, he would have the ability to make the necessary adjustment to his listing to ensure he was providing accurate information to potential buyersIn addition, we sent an email to Mr*** when his tickets were listed noting the specific event for which he listed his ticketsThis email noted that his tickets were listed as "Day Pass *** Also, Mr*** had the option to review and manage his listing at any point after listing his tickets by signing in to his StubHub account
When Mr***'s tickets sold on our website, Mr*** contacted us to report that he had listed his tickets for the wrong event and was unable to fulfill the order as he only had tickets for one day of the eventSince Mr*** claimed this issue was caused by site error, we forwarded this issue to our technical team to review Mr***'s listing processTheir review found no evidence to support a site error as Mr*** was presented with the disclosure showing he was listing for a day event throughout the listing process and not the single day eventSince Mr*** was not able to deliver tickets to the buyer exactly as listed, we needed to make this issue right with the buyer under the terms of our User Agreement and FanProtectTM GuaranteeAs a result, Mr*** was not paid for the order (he did not deliver the tickets) and he was held liable for a portion of the costs we incurredIn this case, our total cost to make it right for the buyer was $
We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy ticketsFailure by sellers to deliver tickets as listed creates a bad experience for our buyersAs a seller on StubHub, Mr*** is responsible for listing his tickets correctly and fulfilling his orders as listedHowever, we understand that mistakes may occurOur records show Mr*** spoke with a member of our Resource Desk team regarding this issue and Mr*** admitted that he listed for the incorrect event when he initially listed his ticketsAs a one-time courtesy we agreed to waive part of the charge Mr*** incurred in the amount of $Although Mr*** could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we made an exception in this case and charged him only a portion of those costs on this orderGiven that consideration was already given in this case, the remaining charges will stand
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,
Sincerely,
***
StubHub Executive Customer Care

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case 1***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets
to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement
We want to make sure our buyers get the tickets they ordered in time for the eventIf anything goes wrong with an order - if a buyer gets invalid tickets, doesn't get the right tickets, doesn't get them on time, or doesn't get them at all - our marketplace suffersThat's why sellers may not get paid for their sales, may incur other fees, and/or may be subject to other consequencesPer our User Agreement and Seller Policies, it is up to sellers to make sure the tickets listed for sale on StubHub are validIf a seller delivers incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale, the seller will be subject to a replacement fee, other charges, and/or other consequences as outlined in our user agreementA full copy of our User Agreement and Seller Policies may be found at www.stubhub.com/user_agreement
We take any report of invalid tickets sold through our site very seriously as it creates an extremely negative experience for the buyerWe stand behind our FanProtect Guarantee for both buyers and sellers. It is the seller’s responsibility to cooperate with an investigation and supply information. As the original purchaser of the tickets, the seller is the only one with access to the required documentation through the venue or their original point of purchase. We use the details provided by the claim in addition to the documentation provided by the seller to assess the situation and resolve the issue accordingly. The investigation process is in no way an accusation as we do investigate issues with both buyers and sellers alike. We are invested in determining the root cause of any issue reported to ensure that StubHub remains a safe marketplace for fans to buy and sell tickets.
In reviewing *** *** sale, he sold two tickets for a *** *** game on *** **His buyer contacted us that evening and stated they were not able to enter the event and their tickets had scanned as invalid for them to enter
If a buyer reports invalid tickets, buyers are required to complete an invalid ticket claim formWe notify the seller of the claim opened against the tickets and request documentation if the seller is disputing the buyer’s claim
Once we collected all necessary information from the buyer, we notified *** *** and requested that he respond within hours and provide the original receipt of purchase, a scan report from the venue, and any additional information regarding the tickets; this is every seller's responsibility as stated in our User Agreement
*** *** provided a scan report from the venue that showed the tickets were scanned successfully once, and rejected a second timeThis supported our buyers statement that when they went to the event, they were advised their barcodes had already been scannedDue to this, our Marketplace Investigation team reviewing the claim processed charges to *** ***
Our User Agreement explains that sellers are liable for all costs StubHub incurs to make it right for the buyer to meet our obligations under the Fan Protect GuaranteeIn this case, our total cost to make it right for the buyer was $***As a one-time courtesy, the Marketplace Investigation representative who reviewed this case reversed this chargeAs *** *** was able to provide information that shows his provided were valid at their first point of scan and as he has not had an issue with any other sales on site, we have also reversed the charge that was processed to recoup payment*** *** is remaining paid $*** for these tickets and charges have been reversed
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
Kaila
StubHub Executive Customer Care

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It might help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to
sports, concert, theater, and other live entertainment events. As a marketplace, we do not own any of the tickets listed on our siteWhen buyers place an order for tickets on our site, they are purchasing from a third party individual sellerIn some cases, sellers may not be able to deliver tickets when an order is placed because the tickets have not been released by the venue or primary ticket sellerThis is often the case for season tickets, which may not be distributed by the teams until a few weeks before the start of the season, and tickets for contingent events (events which are dependent upon a team’s standings)For all ticket listings, sellers are required to enter the date they expect to have the tickets in their possession to fulfill their ordersThis date is presented during purchase process to make sure all buyers are aware of the date a seller expects to deliver the ticketsThis information is also included in the order notification email sent to buyers when they place an order
By accessing or using our website, buyers agree to the terms of our User AgreementIt is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passesAll sales are final with the exception cancelled events or when a seller does not fulfill an order as listedBuyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is completeAs part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User AgreementPayment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policyA copy of our User Agreement may be found at: www.stubhub.com/user_agreement
In reviewing *** *** account, she placed an order in August for a *** *** concertWhen placing this order,*** *** agreed to the terms of our User Agreement and entered into a contractual agreement with the sellerWhen an event is postponed, StubHub cannot cancel orders or provide refunds typically as the tickets will still be valid for the new dateBecause our buyers still have valid tickets, per the terms of our User Agreement we still have to pay the seller for delivering tickets as listedHowever, as a one-time courtesy we have provided*** *** with a full refund of $***This refund has already been processed back to her credit card used at the time of purchase
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
Kaila
StubHub Executive Customer Care

Complaint: ***I am rejecting this response because: I am tired of getting the run around from them, I have called SEVERAL times and am told every time that I call that someone will get back to me on that day. I now have called on the following days: *** ** *** ** and **. I am not a joke and do not appreciate being pushed aside. I have explained myself several times and am tired of being treated like crap. I have been lied to by your representatives. I have been inconvenienced. I have been robbed of $***. I am guilty of making a mistake and when I tried to fix this I am being punished. I am positive $*** bought someone a nice set of tickets to a show that I did not even see. There were tickets comparable to the ones that I was selling. I have never been so insulted by a company in my entire life and am being treated like a criminal. I would like my money back in full as 20% of $*** is only $*** You are basically robbing me and now I have been out $*** for days! I WAS TOLD THIS WOULD BE RESOLVED IN HOURS! Another Lie! I read the reviews and should have listened. This was my first ever selling anything on this site and will never do it again. Christ, *** is better than this, and that isn't even safe. Goes to tell you something. I want my money back! Bottom line.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/07/30) */
Thank you for the opportunity to respond to Ms***'s complaint, Revdex.com Informational Case XXXXXXXXI understand that customer name is dissatisfied with our process in regard to invalid tickets claimsI will address this concern as it
pertains to StubHub policies
It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the eventYour tickets will be valid for entryYour tickets will be the same as those you orderedIf any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement
Seller responsibilities when listing and selling tickets on our site are addressed in Section of our User Agreement, which states:
StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperateWe may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies (e.g., by deliberately exploiting any policy loopholes)These actions may include, but are not limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, cancelling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe us or costs we incur due to your misconduct (including, without limitation, any costs associated with collection of delinquent accounts or chargebacks and any replacement costs)We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or as otherwise legally required
We want to make sure our buyers get the tickets they ordered in time for the eventIf anything goes wrong with an order - if a buyer gets invalid tickets, doesn't get the right tickets, doesn't get them on time, or doesn't get them at all - our marketplace suffersThat's why sellers may not get paid for their sales, may incur other fees, and/or may be subject to other consequencesPer our User Agreement and Seller Policies, it is up to sellers to make sure the tickets listed for sale on StubHub are validIf a seller delivers incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale, the seller will be subject to a replacement fee, other charges, and/or other consequences as outlined in our user agreementA full copy of our User Agreement and Seller Policies may be found at www.stubhub.com/user_agreement
If a buyer reports invalid tickets, buyers are required to complete an invalid ticket claim formWe notify the seller of the claim opened against the tickets and request documentation if the seller is disputing the buyer's claim, advising that failure to do so would result in the charges being assessed to the orderThe documentation requested is the original receipt of purchase, a scan report or any other proof from the venue showing that the tickets scanned as valid and were not scanned more than once, and any additional information to prove the tickets were valid or why the tickets became invalid
We take any report of invalid tickets sold through our site seriously as it creates an extremely negative experience for the buyerWe stand behind our FanProtect Guarantee for both buyers and sellersIt is the seller's responsibility to cooperate with an investigation and supply informationAs the original purchaser of the tickets, the seller is the only one with access to the required documentation through the venue or their original point of purchaseWe use the details provided by the claim in addition to the documentation provided by the seller to assess the situation and resolve the issue accordinglyThe investigation process is in no way an accusation as we do investigate issues with both buyers and sellers alikeWe are invested in determining the root cause of any issue reported to ensure that StubHub remains a safe marketplace for fans to buy and sell tickets
In reviewing this transaction, Ms*** sold tickets for a concert in JuneWe received contact from the buyer on the night of the concert advising that they were not allowed into the venue as the tickets were deemed invalid as they were refundedPer our obligations to the FanProtect Guarantee, we were able to find replacement tickets for the buyer and Ms***'s payment was withheld and she was charged the 20% fee for invalid tickets
Ms*** contacted StubHub to inquire why her tickets were cancelledWe explained to Ms*** of the reported issue on the day of the event and requested that she respond to us within hours and provide her original receipt of purchase, a scan report from the venue, and any additional information regarding the tickets; this is every seller's responsibility as stated in Section of our User Agreement
Ms*** did not respond within the time frame with the sufficient documentation causing the charges to stand on her accountMs*** responded back requesting to dispute the charges as she can verify her tickets were validWe agreed to work with Ms*** reassessing all charges if we receive proper documentation or schedule a conference call with the venueAs we were unable to set up a proper conference call with the venue, we agree to conference the venue via email to resolve this issueMs*** provided documentation from the venue that only noted one of the ticket information when we need to investigate both ticketsMs*** was advised that the information provided isn't sufficient as we need the barcodes to verify the seat information and we will continue to work with her until we receive proper documentationUnfortunately from that point, we received no further communication from Ms***
We understand that Ms*** disagrees with our policy and is upset about the charge to recoup her payment of $and the additional charge of $However the tickets Ms*** provided her StubHub buyer were not valid for entry and per the terms of our User Agreement we are unable to pay Mr*** for this orderSince we were unable to retrieve proper documentation from the venue regarding both tickets, we suggest Mr*** to reach out to venue or her ticket issuer and request compensation
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,
***
StubHub Executive Customer Care

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports,
concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund
Our User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passesAll sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is completeAs part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User AgreementPayment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policyA copy of our User Agreement may be found at: www.stubhub.com/user_agreement
In reviewing *** *** complaint, she purchased tickets to the *** *** at *** *** Preseason game that is now scheduled to be played on *** ***At the time that *** *** purchased these tickets the exact date and time for the game had not been announced by the teamThe event date and time were listed as ‘TBD’ (to be determined) on StubHub, and this was displayed to *** *** throughout the buying and checkout processThe tickets that *** *** purchased off of StubHub were listed with an expected delivery date of *** ***, and this was displayed to *** *** during the checkout process as wellIt is not uncommon for the venue to delay the release of tickets until closer to the event date, however StubHub guarantees that buyers will receive their tickets in time for the event
When *** *** made this purchase there was a disclosure listed directly above the “Buy Now” button that states “buying means you agree to our User Agreement and Privacy Policy.” Because we are a fan to fan marketplace, as explained above and in our User Agreement, all sales are final unless the seller does not fulfill as listed or the event is canceledAs these tickets were listed correctly and no site error occurred during the purchase, this order is valid and StubHub will not refund MsPinaIf *** *** does not wish to keep these tickets, she can list them for sale on our website and sell them to another fan
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
Britney
StubHub Executive Customer Care

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to
sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party
By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement
When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffersPer the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyerIn cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to 20% of the price of the ticket sold to compensate us for the losses incurredStubHub reserves the right in its sole discretion to charge your payment method the full amount of the replacement costs StubHub incurs under the FanProtectTM Guarantee (including costs in excess of 20% of the ticket price)
In reference to *** *** complaint, the tickets in question were sold on two separate orders on July 21st, ***, a confirmation email was sent immediately notifying *** *** of the sale and advised to ship his tickets no later than the expected delivery date of July 27th, ***In the email provided, we also provided *** *** a link to ‘Report an Issue’ along with the following note: “Reminder:If you're unable to deliver the ticket as promised, your payment method will be charged an amount generally equal to 20% of your ticket cost.” *** *** reported the issue that he does not have tickets shortly after the sale was made on July 21st, ***On July 22nd, ***, since *** *** reported an issue, we needed to make this issue right with his buyer under the terms of our User Agreement and FanProtect GuaranteeAs a result, *** *** received a cancellation email and was not paid for the order and he was charged the penalty fee for nonfulfillment
On July 28th, ***, *** *** opened a charge back with his credit card company in the amount of $*** for both cancelled orders in which he was charged $*** for non-fulfillment on both*** *** called in wanting to dispute the charges on August 4th,*** and at that time he was provided with a charge dispute formSellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted aboveWe understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurredOur Payments team reviews all charge dispute forms and in this case was unable to provide any refunds due to the charge back submitted with his credit card company for the charges incurred*** *** has been advised to drop the charge dispute and once we confirm it has been dropped we can review any charges applied to the ordersAt this time, we are not in a position to offer any refunds on the charges *** *** incurred for the cancelled sales
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
Erin
StubHub Executive Customer Care

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub
policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party
By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement
When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffersPer the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer
In reviewing our records, *** *** tickets were delivered to an older address which was still on file in her account*** *** was provided with the address prior to completing the order while still on the checkout page, at which point the address could have been edited to a newer address before confirming the order detailsOnce the order was completed, *** *** was provided the shipping address in the order confirmation emailThe address was also provided in a separate email once the seller of the tickets had initially shipped the package and then once more at the time the tickets were deliveredWe provide the shipping address multiple times to provide our buyer’s the opportunity to ensure all order details are correct and to make any adjustments if there are any changes need to be made
Since *** *** had not contacted us until after the tickets were delivered to the old address, we were not able to change the shipping address or reroute the packageWe had reached out to *** *** seller to see if the tickets could be reprinted however these were not availableSince we don’t own the tickets ourselves we cannot always guarantee tickets can be reprintedWhen reprints were not available, we had offered the $*** StubHub coupon as a courtesy for *** *** error but this was not accepted by her. *** *** has since called back in and has received a full refund as a one-time courtesy in the amount of $*** back to her original method of payment
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,
Sincerely,
Andrea
StubHub Executive Customer Care

(The consumer indicated he/she DID NOT accept the response from the business.)I DID NOT PURCHASE ANYTHING THROUGH STUBHUB ON DECEMBER 25, I DID NOT AUTHORIZE ANYONE TO MAKE A PURCHASE THROUGH STUBHUB ON DECEMBER 25, THIS IS A FRAUDULENT PURCHASE, REGARDLESS OF WHAT STUBHUB SAYS! Just because the purchase was made on my account does not mean that I made the purchaseIt does not mean that I authorized the purchaseIf the tickets were printed and used, there are security cameras all over the facility and SOMEONE should be able to find out what the person who attended the event looked like and arrest them and give me my money back! The only other reason I can come up with for StubHub refusing to do this is that it is someone associated with StubHub and the person responsible is the one doing the "investigating" of my claimI want my money back!

Complaint: ***
I am rejecting this response because: it it is unacceptableI called within hours of the purchaseI wanted to even just transfer the funds to the venue I was originally looking to purchase.I live in PennsylvaniaWhy would I purchase tickets in Missouri?
Sincerely,
*** ***

Thank you for the opportunity to respond to *** *** complaint, Revdex.com Case ***. I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and
sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party
By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement
When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffersPer the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyerIn cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee
In reference to *** *** complaint, when the tickets in question were sold on 4.28.**, a confirmation email was sent immediately notifying *** *** of the sale and advised to ship her tickets within business dayIn the email provided, we also provided *** *** a link to ‘Report an Issue’ along with the following note: “Reminder:If you're unable to deliver the ticket as promised, your payment method will be charged an amount generally equal to 20% of your ticket cost.” *** *** did ship the tickets out via *** on 4.28.** and the tickets were delivered to the buyer on 5.2.**. *** *** contacted us on 4.29.** and advised that the tickets she sold were for the 10pm show and not the 7pm show in which the buyer purchased, at that time we reached out to the buyer to see if they would be willing to accept the change in time and if not per the terms of our FanProtect Guarantee they did have the right to cancel the order or have us locate replacement ticketsOn 4.30.**, the buyer on this order did contact us back and advised that they did not want to accept the change in time and the order was replacedAs we did locate replacement tickets for the buyer, we did provide a shipping label on 5.1.** to ship the tickets back*** *** contacted us on 5.4.** to find out why the buyer had not shipped the incorrect tickets back and at that time we did start to work with the buyer to get the tickets returned to *** ***. Unfortunately in this case there were some issues in the buyer receiving the shipping label to return the tickets to *** *** and lack of *** locations which did cause a delay in the tickets being returned to *** ***On 5.13.**, the tickets were delivered back to *** ***
We rely on sellers to help keep StubHub a safe, secure, and reliable marketplace for fans to buy ticketsFailure by sellers to deliver tickets as listed creates a bad experience for our buyersAs a seller on StubHub, *** *** is responsible for listing her tickets correctly and fulfilling her order as listedWe under mistakes may occurIn this case the incorrect tickets were delivered to the buyer and we are not in a positon to offer any payment to *** *** for this order*** *** did have the means to re list the tickets as they were returned on 5.13.** if she chose to do so as the event does not take place until 6.11.**
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance
Sincerely,
ErinStubHub Executive Customer Care

Complaint: ***
I am rejecting this response because:
Stubhub is not doing anything for a very dissatisfied customer that was left in a very bad situation due to their late cancellation of my tickets which ended up costing me hundreds of dollars more to attend my plannned eventI will not remove my complaint until Stubhub shows that they care about their clients and makes an attempt to make the wrong they left me in right
Sincerely,
*** ***
*** ***

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to
sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party
By accessing or using our website, buyers agree to the terms of our User AgreementIt is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passesAll sales are final with the exception cancelled events or when a seller does not fulfill an order as listedAs part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User AgreementA copy of our User Agreement may be found at: www.stubhub.com/user_agreement
In reviewing *** *** order, our Trust and Safety team was able to determine that this order was made by someone other than *** *** through his accountThis was discovered within minutes of the order being places and a refund was processed promptly in our systemRefunds, once processed, take 2-business days to be receivedWhen *** *** contacted us on November 1st, he was advised this refund was currently processing to the credit card that was charged
At this time *** *** has received a full refund on this orderThank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
Kaila
StubHub Executive Customer Care

Thank you for the opportunity to respond to MrCarter’s Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
I would like to address the specific order referenced in MrCarter’s complaintHowever, MrCarter did not
include the order number in his original complaintIn addition, the email provided ***) does not link to a StubHub accountIf MrCarter is able to provide the email address or the order number for the issue in question, we would be happy to review the transaction and address it specifically
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,
Sincerely,
Chris ***
StubHub Executive Customer Care

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meWhen should I expect the full reverse of the charge of $*** on my credit card?
Sincerely, *** ***

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to
sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party
By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement
In reviewing *** *** complaint, he listed two tickets for the *** *** ** *** *** *** game that took place on *** ***At 6:PM EST on March 16th, a buyer had attempted to purchase *** *** tickets, which resulted in the listing being removed from the websiteUnfortunately, the buyer’s information could not be validated, and as a result the order did not go throughIt took less than minute between the time that the potential buyer attempted to purchase these tickets and the time the order failedNormally, when an order does not go through due to the buyer’s information failing to validate, the tickets are automatically returned to the sellers listing automaticallyUnfortunately in this case an error occurred and the tickets were not automatically returned to the listing
Per the StubHub User Agreement and Seller Policies, StubHub does not compensate for tickets that do not sell, even if it is determined to be the result of a site error, because StubHub does not guarantee that any tickets listed on StubHub will sellIn this case, since the tickets were attempted to be purchased and the sale failed, payment will be issued to *** *** for the agreed upon price of $***
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
Britney
StubHub Executive Customer Care

Thank you for the opportunity to respond to *** *** rebuttal, Revdex.com Case ***
As noted previously, our Trust & Safety team has reviewed *** *** account and the account will not be reactivatedDue to privacy concerns we cannot provide any additional information.
Thank you for the opportunity to provide information about StubHubIf I can be of any further assistance, please let me know
Sincerely,
Erin
StubHub Executive Customer Care