Stubhub.com

Initial Business Response /* (1000, 5, 2015/12/22) */
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 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 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 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 our User Agreement, it is 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 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 policy
The Seller Policies section of our User Agreement notes rules for listing ticketsThis includes a requirement for sellers to provide accurate section, row, and seat information about their ticketsIn addition, sellers are required to disclose any ticket features listed on their tickets or disclosed when the original purchase was madeIf any of the information in a ticket listing does not accurately reflect the actual tickets delivered to the buyer by the seller - including features and comments a seller selects or disclosures a seller fails to select - the seller may not get paid, may incur fees for us finding replacement tickets for the buyer, or may be subject to other consequences as outlined in our User Agreement
In regards to the complaint, Mr*** purchased tickets for the Minnesota Wile at San Jose Sharks game one December 12, The seller listed the tickets correctly with the Section Sideline Club 101, row 3, seats 15-The seller did not list any disclosures such as obstructed or limited view because that information was not printed on the ticketsWe only require our sellers to disclose the information listed on the ticketUnfortunately, the venue does not consider these seats to be obstructed or limited view which is why they did not print that information on the ticketsOnce the order was placed and the tickets were delivered to Mr***, the seller was paid per the terms of our User Agreement since the seller listed the tickets correctly and delivered the tickets exactly as noted in his listing
We understand in this case that Mr*** has noted that he feels the tickets should have been listed as obstructed view because he was unable to see any of the iceHowever, we have reviewed the information provided for this ticket listing and have found that the tickets were listed as identified by the venue and they accurately reflects the type of tickets purchasedHowever due to the frustration this has caused, as a one-time courtesy, we have made an exception and issued a coupon to Mr*** for the fees on the transaction in the amount of $The coupon will be valid for one year and may be applied to future purchases on our site
Thank you for the opportunity to provide specific information regarding this issuePlease contact me if I can be of further assistance
Sincerely,
***
StubHub Executive Customer Care
Complaint Response Date bumped because: Holiday

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
After reviewing *** *** complaint, he sold two tickets on *** *** to the *** *** ** event that took place on *** ***Within one minute of the tickets selling, *** *** was sent an email that stated he had business day to ship the tickets out to the buyerSince *** *** was a ***, this would mean that *** *** had until *** *** *** to ship out his tickets to the buyer*** *** had not shipped the tickets out on *** ***, so StubHub emailed him a reminder to ship the tickets out before*** *** *** still had not shipped the tickets on *** ***, and at that time he had reached out to StubHub to report that he was still waiting for the primary ticket issuer to provide him with paper tickets to use to ship to the buyer*** *** stated that he thought he had until *** *** to ship the tickets, and the customer service representative explained to him that the tickets were supposed to be delivered to the buyer on that date, not shipped on that date*** *** then spoke with a supervisor who informed him that if the tickets were not shipped out by the end of the day, the order would be cancelledOn *** *** at *** AM EST the tickets still had not been shipped and the order was cancelled*** *** was then charged for the cancellation in accordance with the StubHub User Agreement and Seller Policies
*** *** shipped the tickets out to the buyer on *** *** at *** PM EST, according to the UPS tracking information*** *** contacted StubHub around *** ** EST on *** *** to report that he had shipped the tickets and that he wanted the charges to be reversed*** *** claimed to have brought the tickets to a UPS drop box between *** and *** PM EST on*** ***, however since the tracking did not show any shipment until the afternoon of* *** and there is no proof that he shipped the tickets prior to that, the cancellation is validAs a courtesy for the inconvenience, *** *** was offered a 50% refund on the cancellation fee in the amount of $*** however *** *** rejected this offerIf *** *** would like to accept the partial refund of $*** he may reach out to StubHub by phone and any agent would be happy to process this for himThis is the maximum amount of compensation that StubHub will offer
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

Complaint: ***I am rejecting this response because:
The tickets were shipped as agreed on ***, they were scanned on *** It was only after I called that StubHub cancelled the order, StubHub then rerouted the tickets back to an address that was not my physical address so as a result they were not received by me in a timely manner so I was unable to attempt to resell them or use them At no time during any conversation with StubHub did they ask for an address to return the tickets, further they handled it in such an underhanded manner that they rerouted the tickets to the buyer at an address that was not my address By the time I was able to track down the tickets the event had passed and I was out $*** Additionally, they made an unauthorized charge to a credit card on my account, that was NOT my credit card, but that of an an account belonging to a client whose account number was on file on my account from a previous purchase in the amount of $*** Its simple Stub Hub acted in bad faith, they cancelled an order knowing it was being shipped after hours based upon a conversation on *** I did everything I was told to do, followed what I said I would do They chose to cancel an order, they made an unauthorized charge to an account that was not mine, they rerouted the tickets to an old address without verifying that they had correct information They put the wrong name on the return envelope They cost me the ability to resell the tickets In a rush to cover for their mistakes they were sloppy, they screwed up, they cancelled a valid order after talking with me the day it was shipped *** after hours and they charged $*** without consent to a card that was not mine I am not asking for $*** at this point I am asking for $*** plus the selling price of the tickets $*** so a total of $***. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/09/24) */
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 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
Per our User Agreement, it is 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 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 policy
In regards to Mr***'s complaint, Mr*** purchased tickets to a Miami Marlins vsWashington Nationals game for September 19th, The tickets he selected to purchase were originally listed with a quantity of and he only selected to purchase While going through the checkout process all of ticket details including the section, row, seat numbers, price and delivery method were displayed and confirmed before the order was placedOur site doesn't allow buyers to select specific seat numbers from within a listing; however we guarantee that buyers will receive consecutive seats within the details providedWhen a listing has more tickets available then what a buyer is purchasing, our system automatically selects the seats to ensure consecutive seats are delivered
As noted above, the terms of our User Agreement state that all sales are final and we are unable to cancel or change orders after the sale is completeWhen Mr*** contacted us on September 17th this was explained to him and we offered to help him resale the tickets by listing them on StubHub and waiving the selling fee if he no longer wanted the tickets, however he refusedWe understand Mr*** is frustrated with our system not providing him the option to select specific seat numbers in a listing; however all the ticket details were displayed and confirmed before the tickets were purchasedAt this time the event has passed *** we are unable to provide Mr*** a full refund
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

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 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
In reviewing *** *** account, we sent the reports that had been made by *** *** over to our technical team to investigateThe technical team reported back stating that the site issues that he was experiencing were not a verified site issue because we could not recreate them at that timeOn *** *** *** *** *** and was advised by a supervisor that *** *** would sell for fair market value and that we would make up the difference with a couponThe coupon was approved and added to *** *** account on *** *** *** At this time, we are not going to be providing any further compensation because no site issue was found and we have already provided *** *** with a resolution
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

Complaint: ***I am rejecting this response because:
They have not made an attempt to understand the issue or question what has gone wrong
The payment that Stubhub owes me is not in an account that I have access toThey sent to money to a completely different and wrong bank in another countryThis is due to a system error on their website as the routing number for my bank and the other bank are the same but there was no way to differentiate this when entering my info on the websiteI have no access to the account and therefore cannot have the money transferredStubhub should be responsible for tracking the payment and discussing the mistake with the bank to get the money back but no matter what I should be credited the money that they owe me.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/09/25) */
Thank you for the opportunity to respond to Ms***'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 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, the seller of Ms***'s tickets had some issues on their accountOur 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
After that review was made, we took immediate action and tried to located comparable replacement tickets per our FanProtect GuaranteeUnfortunately, there were no replacement tickets available and the order was canceledMs*** was provided with a full refund and a credit of $to her StubHub account for the inconvenience
While we understand Ms***'s concern with the order being canceled and the safety of our site, we do take measures to prevent this from happening as we know it can create a poor experience
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 /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They completely ignored our comment that they need to change their policyWhile they did try to locate another ticket for us, they never bothered to tell us there was a problem with our ticket until almost minutes after the event startedHad they notified us when they discovered the ticket was fraudulent we could have looked elsewhere for another ticketWe understand that StubHub is a secondary marketplace for tickets and that sometimes fraudulent sellers will get through their processOur complaint is not that they sold us a fraudulent ticket, our complaint is that they should have notified us immediately once they discovered the ticket was fraudulentTheir "guarantee" doesn't say they will wait until the event has started to cancel the orderIn this case, our daughter was going with a group of friends to celebrate her 16th birthday and she was the only one left out because she assumed her ticket was good until we tried to print it right before the event started
Further, the StubHub supervisor (Garrett) was rude in his response to us and told us that we should be happy they didn't let us print the fraudulent ticket and let her find out at the gate it was not valid, implying that she could have printed it before they realized it was fraudulent and we would have never known until she got to the gateTherefore she would have been turned away at the gate because of their lack of communication
Due to their lack of communication and us having to scramble to find a ticket at the event, the girls missed the beginning of the concert and missed the performer they really wanted to seeWe have asked them to provide all of the girls with a refund since this impacted all of them due to StubHub's lack of communication
As a side note, we are not the only ones who did not realize the tickets purchased from StubHub are really not valid until you are at the event and the ticket has been processed at the gate, as one of Mom's mentioned she buys her tickets through StubHub instead of CraigslistAfter hearing about Kayla's fraudulent, she probably will buy from Ticketmaster or some other company that sells truly "valid" tickets or at least a better more prompt communication process
Final Business Response /* (4000, 9, 2015/10/06) */
Thank you for the opportunity to respond to Ms***'s Revdex.com rebuttal, 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 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
As previously explained our Trust and Safety team reviewed Ms***'s order and took immediate action based on the results of the reviewIt is not typical that the review would happen so closely to the event start time and we apologize for the inconvenience and poor experience this caused
However, under the terms of our Fan Protect Guarantee, we issued Ms*** a full refund and an additional credit of $to her StubHub account because replacement tickets were not availableUnfortunately, we are not in a position to issue a refund for other tickets that were not associated with this order
Our 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

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 six tickets on *** for a *** *** game on *** Upon placing the order, *** *** received a confirmation email with all order details, including ticket information and delivery informationThe evening of *** 7, *** *** seller shipped his tickets*** *** received a second email advising the tickets were being shippedThis email provided a tracking number as well as the delivery addressOn *** 8, these tickets were delivered to the address provided at checkout and *** *** was notified via email
When *** *** contacted us on *** 13, we reached out to his seller and requested reprintsWe explained that because we are a fan to fan marketplace so we do not own any tickets sold on site and cannot guarantee that reprints will be available when situations like this occurAs it was the day of the event when we contacted the seller of these tickets, we did not get a response from them in time for the event
As these tickets were shipped to the address *** *** selected at checkout and delivered successfully, this order is valid
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, 10, 2015/07/01) */
Thank you for the opportunity to respond to Ms***'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 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
StubHub does not own or list any of the tickets on our siteWe are a self-servicing secondary ticket marketplace that allows our sellers to choose their own ticket pricesTickets can be listed above or below face value as the price is based off of the market valueAdditionally, as we are a self-servicing website we do not alter or change any seller's listings or information within their accountIn accordance with Ms***'s complaint, we have reviewed her account and we were able to determine that all of the price changes on her listing were made from within her StubHub accountOn June 19, the price was changed from $per ticket to $per ticketShortly after that price change the tickets sold on siteMs*** contacted us due to the tickets selling below what she listed them for and we offered to cancel the order and allow her to relist the tickets, which she declined to doShortly after that the buyer who purchased the tickets from Ms*** relisted and sold them on StubHubSince her tickets were already delivered and the buyer resold them, we could no longer cancel the sale after she initially declined the offerTherefore, as a one-time courtesy we issued her an additional payment of $In addition to the original payment she received, this totals what she would have received if the tickets sold at $per ticket
Thank you for the opportunity to provide specific information about StubHubIf I can be of any further assistance, please let me know
Sincerely,
***
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (2000, 12, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Even if the answer provided here is not the same that was given to me, because the tickets were never listed for such a ridiculous amount, I accept the resolution
The word " courtesy" sounds like if they are forgiving me for mistake, when it was because of technical issues with their system, not mine
On the other hand, ***, the case worker from Stubhub called mefot and was very polite
Thanks to the Revdex.com for the fast intervention

Initial Business Response /* (1000, 5, 2015/08/05) */
Thank you for the opportunity to respond to Ms***'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 Ms***'s account, she placed an order for tickets to The Doobie Brothers on 6/30/When Ms*** originally tried to purchase tickets, the order was not processed due to the credit card being declinedImmediately following that a new credit card was added to her account and the order was placed successfullyA confirmation screen was shown and an email of the purchase and pickup details were sent to the email address on file
In accordance with our User Agreement, a refund would not be issued in this situation and Ms*** would be liable for the charge as all sales are finalHowever, as a courtesy we have issued a full refund of $to the credit card on file
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 MrHeibel’s 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 ***
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 40% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee
In regards to this order, I can see that both the buyer and the seller, in this case MrHeibel, contacted StubHub to cancel this orderIt would appear from the call recordings and the notes on this order that both buyer and seller agreed to the cancellationWhen MrHeibel was informed of the potential charges that may result from cancelling an order, he informed the customer service representative that he would take his chancesIt would appear from the information I have that MrHeibel and his buyer for this order were in contact with each other, and decided to conduct their business outside of their StubHub transactionContact between buyers and sellers on StubHub is prohibited per our User Agreement, to protect the safety and privacy of both parties involvedHowever, as the buyer for this order confirmed that they received the tickets and since MrHeibel has had no previous issues with StubHub nor any violation of its policies, we would like to help resolve this issueAs a one-time courtesy, I would like to waive the charge of $To do so would require MrHeibel to drop the charge back dispute he has filed with American Express if he has not done so alreadyI apologize if I’m mistaken on any of the details of this situation that took place outside of MrHeibel’s interactions with StubHubPlease feel free to provide any additional details that are applicable as it will greatly help StubHub in understanding what exactly has occurred
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

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 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 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 AgreementOur 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 passes. Except for canceled events, buyers will not receive a refund for completed purchases and buyers cannot change or cancel any orders after the sale is complete; all sales are finalAs 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 the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement
In reviewing *** *** orders, *** *** was originally charged when his buyer on order *** reported that their tickets did not work at the venueThe next day, we reviewed further and determined this was not *** *** fault but the fault of his original seller on order ***That seller has double sold their tickets and caused an issue for the new buyerOn May 10th we reversed the $** charge, refunded the original $*** spent to purchase the tickets, as well as provided a $** coupon for a future discount
In order to maintain trust in our marketplace, we want to make sure our buyers receive valid ticketsWhen orders are not fulfilled with valid tickets, the buyer experience and the reputation of all our sellers suffer, and we take actionIn *** *** case, this action needed to be taken on his original seller, as he relisted the tickets back onto our websiteAs we have already refunded *** *** charges and provided a coupon for the inconvenience, no further compensation can be provided at this time
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:
Their records may show that the tickets I purchased were the ones in row ZZ, but that's not the pointThe point is, what I clicked on to purchase was two tickets in row Y, and at some point during the process they were changed to row ZZ without notifying meStubHub claims that no "site error" occurred, and maybe that's true -- maybe it is standard practice for them to change tickets in the middle of the processBut the result is, I inadvertently purchased tickets that I did not want, and the only way they offer to solve it is for me to relist the tickets with them"We gave you tickets we didn't want without telling you, and now as an apology we will offer you the opportunity to make more money off you!"
If this had happened in person -- if I'd been at a ticket counter buying tickets, and then when I reached for my wallet you switched the tickets, and I noticed after I paid that they weren't the tickets I'd chosen but you said "well, they were on the counter when you paid, it's not our fault that you didn't look closer!" -- that would be called bait and switchJust because this happened online doesn't make it OK.
Sincerely,*** ***

Initial Business Response /* (1000, 7, 2015/06/24) */
Thank you for the opportunity to respond to Ms***'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 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 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
In reference to Ms***'s complaint, Ms*** contacted us explaining she was unable to ship the tickets on time because UPS had already picked up the overnight packages for that dayWe advised her that she could ship the tickets on the following day, June 9th, However since Ms*** was not able to deliver tickets to her buyer as listed, and the buyer was unwilling to wait due to the delivery delay, we needed to make this issue right with her buyer under the terms of our User Agreement and FanProtectTM GuaranteeAs a result, Ms*** was not paid for the order and she was held liable for a portion of the costs we incurred
In this case, our total cost to make it right for the buyer was $Per our User Agreement, Ms*** would be responsible for these costsHowever, as a one-time courtesy, we have agreed to pay Ms*** for her sale and have also refunded $charges that had been submitted to Ms***'s credit card on file
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, Ms*** is responsible for listing her tickets correctly and fulfilling her orders as listedWe understand that mistakes may occurAlthough Ms*** 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 reversed the charges and paid her for the sale
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, 9, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Both the fee (86) and the ticket sale (387) have been refunded

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 *** *** complaint, he sold one weekend pass to the *** *** *** that is taking place between *** *** and ***Almost hours after the sale had been made, *** *** used the “report and issue” tool in his StubHub account to report that he would not be able to fulfill the orderStubHub then cancelled and replaced the order for the buyerPer the StubHub User Agreement and Seller Policies, *** *** was charged a cancellation penalty of $***, which is 40% of the total ticket price for the cancelled saleInformation on the cancellation penalty is clearly stated in the StubHub User Agreement and Seller Policies, and before sellers post a listing for tickets on site there is a disclosure that states “By clicking ‘Create listing’ you’re agreeing to deliver your tickets on time and as promised or you’ll be charged as described in our Seller Policies.”
StubHub cannot tell sellers in advance what the cancellation fee will be, as the fee depends on the cost of available replacement tickets at the time the sale is cancelledIf the cost of replacement tickets is greater than 40% of the tickets the seller sold, the seller would be charged the full difference in cost between the tickets that they had sold and the tickets used to replace the orderIf the cost of replacement tickets is less than 40% of the tickets that the seller sold, the fee charged to the seller would be equivalent to 40% of the cost of the tickets that they had soldSince StubHub is a secondary ticket marketplace, each individual seller sets the price on the tickets they are selling, and prices may change before comparable replacement tickets are found
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, we provided a partial refund of $***As this cancellation charge is valid, no further compensation will 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,
***
StubHub Executive Customer Care

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
StubHub is a self-service website, where fans can buy and sell tickets for events they will not be able to attendStubHub details all policies and rules for sellers in the User Agreement and Seller PoliciesWhen a customer signs up for a StubHub account they must acknowledge that they have read and accepted the StubHub User AgreementAdditionally, when sellers list their tickets there is a disclosure that again states that if they fail to deliver the tickets that they listed on time and as promised, they will be charged as described I the seller policiesIt is each individual seller’s responsibility to make sure that they are listing their tickets correctly, and that they are familiar with the terms and conditions for listing tickets on StubHub
As fees for a cancelled order will be the either 40% of the sale price of the tickets, or the full cost of replacements, whichever is greater, StubHub is unable to predict what the fee will be in advance of a cancellationStubHub’s fees for cancelled orders are currently on par with other ticket resale websites, and all sellers are charged the same fee rate when an order is cancelled
As a one-time courtesy, *** *** was given a 50% reversal of the cancellation fee, in the amount of $***No further compensation will be offered, and no changes to the wording of the site are scheduled at this time
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 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 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 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 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 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 FanProtect Guarantee
In reference to *** *** complaint, when the tickets in question were sold on April 23, the In Hand Date provided was May 1, and the expected delivery date for *** *** buyer was May When listing tickets, sellers can select their “In Hand Date”, which is the date by which they expect to have their ticketsSellers may choose any date up to the latest possible ship date for the event, typically within a week of the event dateOn April 23, a confirmation email was sent notifying *** *** of the sale and advised to ship his tickets within business day of May 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.” On May 2nd, *** *** contacted us stating the tickets were not available yetHe was advised again of the “Report an Issue” feature in his StubHub account, where sellers can report delivery delays for sold tickets, or report another issue with fulfillmentSince the tickets were not shipped on May 4th, a final reminder email was sent to *** *** advising to ship his tickets that day as failure to do so would result in the cancelation of the saleOn May 7th, *** *** had not reported an issue or new In Hand Date through his account and emailed in that he would not provide a new delivery dateSince MrAsbury hadn’t delivered to the ticket to his buyer as listed, as they were not shipped yet, we needed to make this issue right with his buyers under the terms of our User Agreement and FanProtect GuaranteeAs a result, *** *** was not paid for the order (he did not deliver the tickets) and he was charged the 20% fee for nonfulfillment
Sellers 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 mistakes may occurWhen this occurs we work with sellers to educate them further on selling procedures and review the costs incurredIn this case, our total cost to make it right for the buyer was $***Per our user agreement, *** *** would be responsible for this costHowever, as this was *** *** first dropped order, we waived this fee on 5/as a one-time courtesy and refunded *** *** this charge
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 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 *** *** sale, he sold two tickets for a *** event on *** The tickets were listed as *** deliveryFor this event, only hard tickets and mobile tickets were distributed by the primaryAs we don’t allow the sale of mobile tickets, we restricted PDF listingsIn the listing process, *** *** indicated he would ship tickets via *** once purchasedWhen *** *** contacted us on *** and was unable to fulfill the order with hard tickets as listed, the sale was canceled
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 *** *** was unable to deliver tickets as listed, this cancellation is valid and the charge will stand
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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
However, in checking with StubHub on this resolution, their system still indicates that I have a balance owed (beyond the $500)While the terms of this resolution are amenable to me, I need a confirmation from StubHub that these charges are indeed no longer owed(StubHub orders: *** | ***)
As my goal has always been to sell these tickets through StubHub, I cannot do so until these credits have been waived (or else my credit card will be charged and I will have to submit another complaint)
Thank You.Sincerely, *** ***

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, *** Graham