Stubhub.com

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 *** *** Revdex.com complaint, case XXXI 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
StubHub sellers have a proven record of reliabilityWhen orders are not fulfilled with valid tickets, the buyer experience and the reputation of all our sellers sufferFor all sellers, we require authorization of a valid credit card prior to listing ticketsIf, at any time, sellers list tickets with inaccurate or misleading information, fail to deliver tickets as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers are held responsible for any and all charges 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 buyer
As such, it is not in the interest of sellers to misrepresent the tickets they sell on StubHub
In order to maintain trust in our marketplace, we want to make sure our buyers receive valid ticketsHowever, we understand that mistakes may occurFor example, a seller might be tempted to increase their chances of selling their tickets by posting them for sale on multiple sitesThey could end up selling the same tickets to different sets of buyers, which may then prevent our buyers' entry into the eventSellers may also upload duplicate tickets in errorRegardless, the terms of our User Agreement note that sellers are responsible in these situations
We want to make sure our buyers have a great experience at an eventThrough messaging in the Customer Support section of our website and in the emails we send to buyers when tickets are delivered, we strongly encourage our buyers to take our phone number (866.788.2482) with them to the event, just in caseThough highly unlikely, we want our buyers to contact us immediately if they experience any problems with their tickets at the venueWe want to assist them in every way possible to make sure they are able to attend the event as planned, which may include attempting to provide replacement tickets if there is an issue with their tickets
In reviewing *** *** purchase, he purchased two tickets for *** ** *** on *** *** *** contacted us at the start of the event stating he was unable to get inOur Customer Service team tried to provide the above and get *** *** a new ticket for the eventUnfortunately, tickets fall off our website after the start time of the event has passed, and we weren’t able to provide *** *** with new tickets for the gameInstead, to honor our Fan Protect Guarantee, we provided *** *** with a full refund of his purchaseThis refund was processed on *** *st and *** *** was refunded the full amount he paid including fees, $***
For the negative event experience, we also provided *** *** with a $**couponThis coupon is good for up to one yearWhile we understand that this is the worst experience our buyers can have at the event, and thus why we make sure it is rare, we provided this compensation due to that negative experienceAs a $**coupon is more than 60% compensation for the amount originally paid, we are not able to provide further compensation on this matter
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 MsKirkpatrick’s Revdex.com rebuttal, 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 secondary 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 seller
By accessing or using our website, buyers and sellers 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 completeA copy of our User Agreement may be found at: www.stubhub.com/user_agreement
In reviewing *** *** StubHub account, she has two unresolved chargebacks open with her bank, one relating to an order with this StubHub account and one on an older accountWhen this happens, we reach out to the user and let them know their account will be deactivated if they do not resolve or close their chargeback(s)We provide instructions on how to resolve the chargeback, and why this charge is validIf the chargeback is not closed or resolved, the StubHub account is locked and the user is no longer able to access our website
In order for this StubHub account to be unlocked, both of* *** submitted chargebacks would need to be resolvedOne chargeback for $*** needs to be closed with their bankThe second chargeback for $*** needs to be recharged to a valid credit or debit cardOnce both of these are resolved, we will be able to unlock *** *** account
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 again for giving us the opportunity to respond to *** *** rebuttal, Revdex.com Case ***
StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsAs 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
Buying TicketsYou are responsible for reading the complete listing before making a commitment to buy ticketsWhen placing an order, you are ent***g into a binding contract with the Seller to purchase those ticketsPayment is remitted to StubHub and disbursed to the seller according to our payment policyAll Sales are FinalExcept for cancelled events, you will not receive a refund for completed purchasesYou cannot change or cancel any orders after the sale is complete
At this time, we do not have any further information to provide, *** *** has been advised of the StubHub policies which were agreed upon when purchasing the ticketsUnfortunately, we are not in the position to cancel this sale as the seller has not done anything incorrectly and per the terms of our FanProtect Guarantee they will still need to be paid for this saleAgain if the tickets *** *** listed back onto the site do not sell, she can contact us at that time and we can review this situation againThank you for the opportunity to provide information about StubHubIf I can be of any further assistance, please let me know*** Executive Customer Care Team

Complaint: ***I am rejecting this response because:
Your Trust & Safety team gave me the run-around so you're asking me to get in touch with them? This is preposterousPlease contact me directly via email* *** * or phone ***You are trying to place blame on me when I was victimized by a fraud committed using your platformThere is no accountability here on StubHub's partThis response is indicative of an unscrupulous business and quite frankly, completely unprofessional and disreputable
I am well within my rights to contact litigators who will scrutinize StubHub's business practicesSo many people have been victims of fraud using StubHub
Sincerely,Michael * ***

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

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 *** *** order, she purchased two tickets for ** *** *** ***When purchasing tickets on StubHub, there is a price per ticket displayed while browsing, and an applicable fee on every purchaseThese tickets were a total of $***When browsing tickets on our site, listings by default do not show the price including feesThere is a “show fees” filter where listings then show price per ticket including feesWhile it is an option to view tickets with fees while browsing, fees are still presented to all buyers once buyers progress to the checkout pagePrior to purchasing, buyers are presented with their total price, which is the price for each ticket as well as a variable service feeThis service fee can change depending on demand of the eventThere is a fee on every transaction on StubHubOur User Agreement states that we may charge service, delivery, fulfillment, or other fees for using our servicesAdditionally, StubHub reserves the right in its sole discretion to set and change fees at any timeBuyers are presented with the full price including fees and may view a fee breakdown at the checkout page
Our User Agreement, as noted above, also explains that all sales are finalAs MsWalsh was presented with the total price prior to order completion, no compensation can be provided
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 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 refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you, you can adjust your ticket prices any time before they sell, and you will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may also find a copy on our website at www.stubhub.com/user_agreement
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 *** *** purchase, he ordered one ticket on *** for the *** *** game on *** To complete this purchase, *** *** used a *** credit cardThe *** Checkout promotion that ran from *** to*** was an opportunity for users to use *** Checkout to purchase tickets on StubHub and receive a discount for using this new payment methodIn order for this discount to be used, the buyer must complete two stepsBuyers needed to enter a coupon code, “visacheckout”, as well as use *** Checkout as their payment method
The specific wording in the promotional emails advertising this discount stated, “Get $** off $***+ when you pay with *** Checkout.” The email also provided the promo code as well as further instructions, advising buyers “When you’re ready to pay, make sure to select the *** Checkout buttonEasily checkout with a single sign-in.” Our website provided a similar advertisement that also instructed that buyers could get $** off when spending $*** or more if they pay with *** Checkout
As *** *** did not sign in with and utilize *** Checkout at the time of his purchase, no discount was providedAs the emails sent to *** *** and all others buyers did instruct to utilize *** Checkout as payment method at checkout, this discount cannot be retroactively provided
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, 2015/06/23) */
Thank you for the opportunity to respond to Ms***'s complaint, Revdex.com Case XXXXXXXXI understand that Ms*** is upset due to a band not playing at the eventI can understand her concerns and will provide information as it pertains to
StubHub processes and polices
It might help to explain that StubHub is a secondary ticket marketplace websiteAll of the listings on our site come from individual sellers who determine the prices that they are willing to sell their ticket for and when they are able to ship their ticketsOur FanProtect Guarantee for buyers states "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 those things to not occur, we will find you comparable or better tickets to the event, or offer you a refund."
In reviewing this complaint, on 4/28/2015, Ms*** purchased tickets for Plan B on 6/5/Ms*** contacted us on 6/8/and stated that the lineup of the concert was changed and she was unable to see the band she wantedThe venue had considered this a completed event and were not refunding buyersAs a courtesy we did offer to refund the fees to Ms*** in the amount of $which was declinedWe do understand that the performer that Ms*** was looking to see did not perform, however it is stated when purchasing from our site "We are not responsible for partial performances or venue, date, or time changesCheck local listings for the latest info." As a one - time courtesy we have issued a refund in the amount of $to Ms***'s credit card, however we will not be issuing any additional compensation as this event did take place
Thank you for the opportunity to provide information about StubHubIf I can be of any further assistance, please let me know
***
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
because I never saw the right performers
Final Business Response /* (4000, 9, 2015/07/01) */
Thank you again for giving us the opportunity to respond to Ms***'s rebuttal, Revdex.com Case XXXXXXXX
As previously explained, StubHub is a secondary ticket marketplace websiteAll of the listings on our site come from individual sellers who determine the prices that they are willing to sell their tickets for and when they are able to ship their ticketsOur 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 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 refund." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement
As previously explained, the venue had considered this a completed event and was not refunding buyersHad the venue confirmed otherwise that the event was cancelled, as stated above; we would have refunded Ms***We do understand that the performer that Ms*** was looking to see did not perform, however it is stated when purchasing from our site and stated in our User Agreement under Buying Tickets:
"StubHub is not responsible for partial performances, or venue, line-up, date, or time changesNo refunds will be issued in these instances."
At this time we do not have any further information to provideMs*** has been advised that the event had not been cancelled and has also been provided with a partial refund in the amount of $as a one-time courtesy
Thank you for the opportunity to provide information about StubHubIf I can be of any further assistance, please let me know
***
Executive Customer Care Team
Final Consumer Response /* (4200, 11, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want half my purchase for not having the performers that should of been there performI think this should be escalated

Thank you for the opportunity to respond to *** *** Revdex.com rebuttal, 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 *** *** order, he purchased two tickets on *** ** for a *** *** *** gameWhen purchasing tickets on StubHub, there is a price per ticket displayed while browsing, and an applicable fee on every purchaseWhile it is an option to view tickets with fees while browsing tickets, fees are presented to every buyer once buyers progress to the checkout pageAfter clicking “Go to checkout” on any listing, buyers are presented with all of the ticket and delivery information as well as payment information and full price, which is the price for each ticket as well as a variable service feeFrom here they click “Buy Now” to accept the information and complete the purchase
Our User Agreement states that we may charge service, delivery, fulfillment, or other fees for using our servicesAdditionally, StubHub reserves the right in its sole discretion to set and change fees at any timeService fees are typically influenced by the demand of the eventOur User Agreement also explains that all sales are final and once a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes as listed
As *** *** was presented with the total price prior to order completion, no compensation can be provided
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: The issue is I tried entering the code, but the advertisement wasn't clear enough about *** Checkout, my understanding it was to use a *** Card and simply enter the code in order to get the $** off. Instead after I bought the ticket because it was a low price and I did not want it to be sold by the time I re-tried I find out thru the customer service phone call that I actually had to go sign up with a website called ***Checkout which I have never heard before nor was any clear about in the first place thru the advertisement. I signed up on ***Checkout now after what you guys told me what was not clear about the advertisement. All I ask is for the fee of $** that you guys collect be reimbursed.Sincerely,*** ***

Thank you for the opportunity to respond to MrGarvin’s complaint, Revdex.com Case ***I understand the concerns noted and will address this 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 partyBy using our website, buyers and sellers agree to the terms of our User AgreementA copy of our User Agreement may be found at ***
Per our User Agreement, it I noted that when a buyer places an order, the buyer is entering into a binding contract with the Seller to purchase those tickets or related passesPayment is remitted to StubHub and disbursed to the seller according to our payment policyAll Sales are FinalExcept for canceled events, buyers will not receive a refund for completed purchases, and they cannot change or cancel any orders after the sale is complete
In reviewing MrGarvin’s account, he contacted us on 02/22/stating that he did not make the purchase of tickets for the completed order on his accountOur Trust & Safety team reviewed the order and account information, the IP address associated with the purchase, and social media accounts for MrGarvinBased on this review, our Trust & Safety team determined that this was a valid purchaseStubHub is able to see that MrGarvin added the credit card used to make the purchase while on the checkout screen for this orderAt that point, MrGarvin would have also confirmed the CVV code on the back of the credit card to complete the purchase. Since this was a valid purchase and the event has passed, we cannot provide a refund to MrGarvin per the terms of our User Agreement
If I can be of any further assistance, please let me know
Sincerely,
Chris ***
StubHub Executive Customer Care

Complaint: ***I am rejecting this response because:
This response only makes sense if my complaint neglected the fact that StubHub prices reflect USD pricesI was well aware of this factHowever, using a fairly representative exchange rate of 1.25US/Canadian dollar, I still was charged approximately $US more than the quoted ticket price, an unacceptable premium which reflects misrepresentation and advertisingI still claim this $differential from StubHub and sincerely hope that the publication of this complaint will help to brand StubHub as a disreputable vendor.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/11/06) */
Thank you for the opportunity to respond to Mr***'s complaint, Revdex.com Case # XXXXXXXXI will provide information as it pertains to StubHub policies
It might 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 eventsAs 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 Mr***'s account, he placed an order on September 22, for Philadelphia Phillies at Washington Nationals for a game on September 27, We did not receive any contact from Mr*** until November 2, when he explained he did not know the order went throughWe reviewed Mr***'s purchase and confirmed there were no site errors that occurred when the order was placedMr*** agreed to the terms of our User Agreement and entered into a contractual agreement with the seller to purchase the tickets when he placed the orderUnder the terms of our User Agreement we would not able to issue Mr*** a refundHowever as a one-time courtesy we have issued Mr*** a full refund of $to his credit card
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
Initial Consumer Rebuttal /* (2000, 7, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for the opportunity to respond to *** *** complaint, Revdex.com Case #***I will provide information as it pertains to StubHub policiesIt 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 eventsAs 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 orderBy 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_agreementIn reviewing *** *** account, he placed an order on *** for an event taking place on ***When placing the order, *** *** was provided with an expected delivery date of *** which was agreed upon prior to selecting the option to complete the purchaseOnce *** *** completed his purchase, an email was sent advising of the delivery date again of *** *** stated in the complaint that he contacted us via chat and unfortunately I am unable locate this chat transcript in our systemI have reached out to *** *** to discuss this issue over the phone and also follow up with *** *** via email after we discussed the issue on the phone, as a one-time courtesy I have processed a full refund to the credit card used to make the purchase, the refund should reflect within the next business days depending on his banking institutionThank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistanceSincerely, *** StubHub Executive Customer Care

Thank you for the opportunity to respond to *** *** Revdex.com 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 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 using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee 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 StubHub User Agreement
As noted above, by using our website, buyers and sellers agree to the terms of our User AgreementSection in our User Agreement states the following:
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 policiesThese actions may include, but are limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, canceling 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 or costs we incur due to your misconductWe 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 otherwise legally required
A full copy of our User Agreement may be found at: www.stubhub.com/user_agreement
Our Trust & Safety team reviews all issues in which our buyers or sellers do not meet the terms of User Agreement, as they did in this situationDue to our privacy policies, we are not able to provide further details for this particular case other than a full review was made by our Trust & Safety team and action was taken based on the results of the review showing that *** *** violated the terms of that agreement
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

Complaint: ***I am rejecting this response because:
The sale was once again cancelled Stubhub agreed to let me send the tickets electronically I had the tickets to send electronically and stub hub cancelled the sale causing a loss of a $** payout When Stubhub agreed to let me complete the sale by uploading tickets electronically they should have still paid me for the sale per their user agreement, once I provided tickets
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
Per 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 40% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the full cost of replacements
In reviewing *** *** sale, she listed *** *** *** *** on our website on *** A confirmation email was sent to *** *** provided email address notifying her that her listing was active on siteThis listing stayed active from this date until the time it sold on *** A confirmation was sent out for the sale notifying *** *** that her tickets had sold, similar to the listing confirmation email
On *** 23, *** *** husband listed the same tickets on his StubHub accountThe tickets sold the next dayAs both listings were created normally through the sell flow and they were created almost three months apart, there was no site error that occurred on these listingsOur Trust and Safety team also reviewed *** *** StubHub account and this listingThey were able to confirm her listing was created on a valid IP address where she has accessed our site from previouslyWe were able to determine both listings were valid and not fraud
As both of these listings were created at different times on *** and *** *** accounts, the sales are validHowever, as *** *** created her listing with her section, row, and seat numbers on 9/and *** *** created an identical listing on 11/23, there was a site error that allowed both of these listings to be active
Because these listings had identical section, row, and seat numbers, *** *** should’ve received an error message in the listing process that the ticket details he was providing were already listed on StubHub, and prevented him from listingAt that time, *** *** could’ve contacted our customer service team or spoken to his wife and they would have been able to determine the tickets were listed on *** *** account and *** *** did not need to relist them
As this pwas not shown to *** *** and allowed a duplicate listing to be on site, this can be deemed a site errorThese listings were on site at the same time and this should not be able to happenBecause of this, we have provided a full refund of the charge to *** *** on her canceled orderPlease allow 2-business days from*** for the refund of $*** to be received
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, 2015/07/22) */
Thank you for the opportunity to respond to Mr***'s complaint, Revdex.com 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 partyBy using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee 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 StubHub User Agreement
As noted above, by using our website, buyers and sellers agree to the terms of our User AgreementSection in our User Agreement states the following:
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 policiesThese actions may include, but are limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, canceling 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 or costs we incur due to your misconductWe 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 otherwise legally required
A full copy of our User Agreement may be found at: www.stubhub.com/user_agreement
Our Trust & Safety team reviews all issues in which our buyers or sellers do not meet the terms of User Agreement, as they did in this situationWhen we reviewed Mr***'s account we were able to determine that he did not meet the terms of our User Agreement by using a credit/debit card which was not validThis caused his account to be temporarily deactivated and his listings to be removedWe have since reactivated Mr***'s account and contacted him advising him that he will need to add a valid credit/debit card before reactivating his listings
We understand Mr***'s concern with the potential financial loss due to our actions on his accountHowever our User Agreement states "StubHub does not guarantee that your tickets or related passes *** sell or that your listing will appear on the site within a certain time after it is postedStubHub will not, for any reason, provide compensation for tickets that do not sell, even if it is due to Site unavailability from an outage or maintenance or listing delays." As previously explained to Mr***, we will not be providing the credit he is requesting due to the terms of our User Agreement
Thank you for the opportunity to provide information about StubHubIf I can be of any further assistance, please let me know
Sincerely,
***
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
Thank you for your responseI certainly understand why the card that was used caused a problem, and I understand the application of the User Agreement in taking down the listings
My issue is with the lack of communication and the failure of StubHub to give me an opportunity to fix the problemHad I not contacted StubHub, the games would have passed *** the tickets would have gone unsoldSince StubHub "locks" the barcodes on the tickets when they are listed, the tickets were not available for sale elsewhere or even use at the games
I am not asking for compensation for the ticketsI am simply asking for a refund of the StubHub commission on each listing as a courtesy(I will speculate that this would not lead to any sort of financial loss on StubHub's part, as they are still profiting from the fees charged to the buyer for each sale.)
As a longtime seller, I would appreciate your working with me for a fair solution
Thank you,
*** ***
Final Business Response /* (4000, 9, 2015/08/06) */
Thank you again for giving us the opportunity to respond to Mr***'s rebuttal, Revdex.com Case XXXXXXXX
As previously explained, 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
Our Trust & Safety team reviews all issues in which our buyers or sellers do not meet the terms of User AgreementAs explained, we reviewed Mr***'s account we were able to determine that he did not meet the terms of our User Agreement by using a credit/debit card which was not validOur User Agreement states "StubHub does not guarantee that your tickets or related passes *** sell or that your listing will appear on the site within a certain time after it is postedStubHub will not, for any reason, provide compensation for tickets that do not sell, even if it is due to Site unavailability from an outage or maintenance or listing delays."
As previously noted, the issue on Mr***'s account was caused by a violation of the User Agreement which have since been resolvedWe will not be providing any compensation for the issueOur policies regarding this issue have been notedWe do not have anything further to add
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of any further assistance
***
Executive Customer Care Team
Final Consumer Response /* (4200, 11, 2015/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response, but it appears StubHub will not budge from their positionAs such, I will allow this case to close without a solution and move forward to looking at my legal options

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