Stubhub.com

Initial Business Response /* (1000, 5, 2015/09/03) */
Thank you for the opportunity to respond to Mr*** complaint, Revdex.com Case XXXXXXXXI understand the concerns noted and will address this issue as it pertains to StubHub policies
Apricing is the price buyers see when looking at ticket
listings on our siteIt is the price they will pay per ticketAll Fees are built into each listing so there are no surprises at checkout
The purchase price for each ticket, or group of tickets, includes:
The price of each ticket
A variable service fee
Any delivery or handling fees (delivery fees range from $to $per ticket, depending on the delivery method)
Fees may vary, but buyer can always review the applicable fees for their order before buying their ticketsAll the information on pricing is available in the Customer Support section on our website or someone may contact our Customer Service team with any questions on pricing
In reviewing this complaint, Mr*** purchased orders for the Cincinnati Reds at Milwaukee Brewers eventThe prices were displayed in our new Advance Setting ExperienceThe new Advance Setting Experience allows buyers to reveal all prices on site without fees and allows them to toggle the option if they would like to see feesMr*** contacted StubHub and explained that he was not satisfied with the new view as he was not notified of change and requested to waive buy feesWhile we understand Mr*** does not agree with our policy, per our User Agreement:
"StubHub reserves the right at any time to modify or discontinue, temporarily or permanently, the Site, the Services, or any part of the Site or Services with or without notice for any reasonStubHub performs regularly scheduled maintenanceWhile we do our best to avoid customer impact, the Site or our Services may be temporarily unavailable during maintenance periods
We may charge service, shipping, delivery, fulfillment or other fees for using our Services (collectively referred to as 'Fees')StubHub reserves the right in its sole discretion to change Fees at any time as it deems appropriate, including after you list your tickets."
Ultimately, we were able to resolve this case with Mr*** waiving his buy fees on both orders and processed an additional 20% coupon to which Mr*** accepted
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,
***
StubHub Executive Customer Care

Complaint: ***I am rejecting this response because:Sincerely,*** ***
stub hub is a fraudThe intentionally Mus leead people into purchasesWe, according to their own website purchased "fast pass" ticketsYou are notified until the very fine print on the last email that you are not receiving what you intendedStub hub is a fraudDo not use at allGo directly to ***I have told everyone I know and will continue to purchase elsewhereThere $is not remotely close to the overchargeBut I wouldn't expect much from themPlease, anyone, before using stubhub, contact me directlyBusiness like this do not deserve any considerationThere are plenty of legitimate companies out there

Complaint: ***I am rejecting this response because: I cannot control lost mail. The postmaster told me "Even if you accidentally put a UPS label in a USPS box, we have a pickup area for them and they stop by once or twice daily." I also reject the fact you charged me $dollars for this. I also received this email on 4-2-
Your tickets were delivered
Your tickets were delivered
Hi Lisa ,
Thank you for delivering the tickets for order ***
When will you get paid?
Check your PayPal account (*** for your payment
It could takeup to business daysto appear
PayPal will send an email when your payment is ready
View payment status
Payment info
Price per ticket
$
Quantity
x
Total ticket price
$
Service fee:
- $
Your payment
$
Payment option:Pay me by PayPal
Paid to:Lisa *** ***
Sale info
Order ***Order date:03/25/
Hamilton Portland TicketsatKeller Auditorium, Portland, ORSun, 04/01/2018, 1:PM US/Pacific
Orchestra A|2tickets
RowQ |Seats4,
Thanks for using StubHub!
If you have any questions, comments, or concerns, please contact usWe're here 24/
I had the tickets cancelled, so when they did arrive the show was not only passed the tickets were voided. Tickets West where I originally purchased them, reissued new ones. I agree to a service fee, not to this amount. It is more than the original value of the tickets. It is unfair to hold me responsible for mail which I had no control of
Sincerely,Lisa ***

Thank you for the opportunity to respond to Mr*** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
In reviewing the listings specified in Mr*** complaint I was able to see exactly what the trouble
wasI immediately contacted our mapping team and the listings are now mapped correctly in the VIP Balcony section I’m so sorry for the inconvenience and frustration caused by thisI also apologize for the difficulty faced by Mr*** when dealing with our Customer Service TeamI’ve been sure to go through the list of representatives who handled this issue and disseminate coaching so they will be better to able to help others in similar situationsMr*** will be able to see his listings mapped correctly the next time he logs into his StubHub account
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

Complaint: ***I am rejecting this response because: the amount of he fee is unreasonably high and was not made clear upon purchaseThis is a predatory business practice to charge such a ridiculous fee without making it clear to customers. Sincerely,*** ***

Thank you for the opportunity to respond to MrLuttner’s 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 refund For 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 Agreement. Section 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: ***
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 MrSurprise 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,
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 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_agreementEvent Cancellations, Postponement, and other Event Changes
Cancellation: If an event is cancelled or a contingent event (e.gplayoff game) does not occur, we will remove the relevant listings and email you about the cancellationThe Buyer will receive a full refund and the Seller will, if he received payment, be charged the amount he received for the original saleIf a Seller needs his tickets to obtain a refund of the original purchase, he must reply to StubHub's cancellation email within two weeks of the event cancellationIn reference to *** *** complaint, *** *** sold tickets on 09.24.*** for *** *** *** *** Only taking place on 09.25.***Due to severe weather, this event was cancelled by the PrimaryAs this event was cancelled, we did move forward and cancelled the sale and the buyer was issued a full refund and as *** *** payment had already started the payment process, we did need to recoup the payment on 09.26.*** *** contacted us on 09.26.*** after the email was sent to advise of the cancelled sale questioning the charge applied to his account, at that time we did advise *** *** that the charge was applied due to the payment already being processed to his *** account and advised that as a courtesy we can reverse the charge however we would re charge the account after the payment had completed the process
On 10.04.***, the charge in the amount of $*** for the payment was reversed back to *** *** credit card, however as the payment had already processed to his *** account *** *** was recharged for the payment later on in the day on 10.04.*** *** was charged twice and refunded once for this cancelled sale and the charge is valid as *** *** was paid for the sale and the event was cancelledWe are not in a position to offer *** *** any compensation for this cancelled saleThank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistanceSincerely, Erin StubHub Executive Customer Care

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policiesIt 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 refundOur 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_agreementIn reviewing *** *** complaint, she purchased two tickets on the morning of *** 26th to the *** *** at *** *** game that was played on *** 27thAfter *** *** purchased those tickets, she went on to purchase a parking pass for the same gameThat order was then flagged by our automated security system for further reviewThe parking pass order was then cancelled and *** *** account was lockedA member of the StubHub Trust and Safety team was able to review the purchase later that evening, and *** *** account was then unlockedA phone call was made to *** *** regarding this issue however the phone number on file goes straight to voicemail when called, and a recording states that her voicemail box is full*** *** account was unlocked and she would have had access to her tickets the night before the gameBased on this information, *** *** would have been able to use the tickets that she purchased, and so a refund would not be issued in this caseThank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me knowSincerely, Britney StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2016/01/14) */
Thank you for the opportunity to respond to Ms*** complaint, Revdex.com Case ***I have reviewed this matter and understand that Ms*** is dissatisfied with the price paid for tickets to a concertI 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 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 passesExcept 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***user_agreement
All listings on our site come from individual sellers who set their own pricesIn most cases, the prices found on our website will be based on market value, popularity of the event, and seat locationHowever, pricing can also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of eventsAs we are an open marketplace for tickets, we do not restrict our sellers in regard to pricing above or below face valueIt is important to consider that all potential buyers will see a variety of tickets at a wide range of prices, and these prices may change frequently as sellers compete for our buyers' businessWhen setting the sale price of tickets, per our User Agreement, it is a seller's responsibility to comply with all applicable local, state, federal, and international laws, statutes, and regulationsAdditionally, the bottom of every page on our website contains the following message: "Use of this website signifies your agreement to the StubHub User Agreement and Privacy PolicyYou are buying tickets from a third party; StubHub is not the ticket sellerPrices are set by sellers and may differ from face value." Our online Customer Support section also addresses face value under the topic: "Do the listed ticket prices differ from face value?"
We can understand Ms*** concerns stated in the complaintHowever the listed ticket price was accepted when she completed the purchase on our websiteSince we paid the seller based on the listed price for the tickets, per the terms of our User Agreement, we are not in a position to provide Ms*** with a refund for the purchaseWe have already issued Ms*** with a coupon of $However, we are willing to offer Ms*** an additional coupon of $which is valued at 25% of her purchase price for future use on our siteWe have emailed this offer to Ms***
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 might help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. As a marketplace, we do not own any of the tickets listed on our siteWhen buyers place an order for tickets on our site, they are purchasing from a third party individual 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 *** *** sale, these seat numbers were mislistedAs stated in our User Agreement, sellers are required to list their tickets accurately and ensure their listings are correct
Sellers are responsible for all costs we incur to make it right with the buyersIn this case, our total cost to make it right for the buyer was $***Per our User Agreement, *** *** would be responsible for this costHowever, as a one-time courtesy we reversed this chargeGiven that the charge reversal has already been provided in this case, no further compensation will be offered on this order
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
Kaila
StubHub Executive Customer Care

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to
sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party
By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedFor 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 *** *** order, he ordered on ticket for *** on *** *** performed at The *** by *** *** *** contacted us on *** ** stating his ticket was not valid for entry
Because we have a partnership with The *** by *** ***, we were able to reach out to the venue and request a scan reportThey confirmed that the barcode issued to *** *** was scanned on *** ** at *** PM without issueWith our partnership, we reissue barcodes for buyers, so *** *** was the only one with access to the one valid barcode for this ticket
As explained above, in 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 refundOur 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 complete
Because the venue confirmed that *** *** barcode was scanned in successfully, we know *** *** ticket was valid for entry and used the night of the concertAs we are only able to offer refunds in cases where tickets are not delivered as listed or are not valid for entry, we are not able to provide a refund on this valid order
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 Mr***'s 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 Agreement.We want to make sure our buyers get the tickets they ordered in time for the eventIf anything goes wrong with an order - if a buyer gets invalid tickets, doesn't get the right tickets, doesn't get them on time, or doesn't get them at all - our marketplace suffersThat's why sellers may not get paid for their sales, may incur other fees, and/or may be subject to other consequencesPer our User Agreement and Seller Policies, it is up to sellers to make sure the tickets listed for sale on StubHub are validIf a seller delivers incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale, the seller will be subject to a replacement fee, other charges, and/or other consequences as outlined in our user agreementA full copy of our User Agreement and Seller Policies may be found at www.***In reviewing Mr***'s order ***, when the buyer of these tickets got to their event on 10/18/2015, the venue told them these tickets had already been scanned and were not valid for entryIn cases like this, we do not reach out to the seller that night as our top priority becomes making sure the buyer is able to get into the eventOur Executive Claims department reviewed this order on 10/25/and found the seller had uploaded seat * *** * to both orders for this eventThey processed a charge of $to recoup Mr***'s payment, as it had already been processed, and an additional charge of $for providing an invalid ticketI understand that Mr*** had their tickets on one PDF file and intended to upload all four tickets for this eventIn our system, we are able to see the four tickets that were uploaded and labeled as seats ** ** ** *** *All four pages uploaded were the same two seatsWhen sellers upload tickets to an order on StubHub, they are prompted to upload a PDF file and indicate which pages of their file is meant to be uploaded for this orderAs both of these sales were already completed when Mr*** was ready to upload his tickets, he had to upload tickets to each sale individuallyIn doing so, Mr*** may have incorrectly selected the first two pages of his PDF file in an attempt to make the upload process faster and assuming our system would choose the correct filesSellers are responsible for making sure they select the correct PDF files to upload to their order.We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy ticketsFailure by sellers to deliver tickets as listed creates a bad experience for our buyersAs a seller on StubHub, Mr***'s is responsible for listing his tickets correctly and fulfilling his orders as listedWe understand that mistakes may occurBecause of this, we would be able to waive 50% of Mr***'s additional charge of $on this order, resulting in a refund of $50% of the charge can be reversed as this was his first drop and this is all we would be in the position to reverseGoing forward, we will not be in the position to extend the same courtesy.In reviewing Mr***'s other order *** referenced in his complaint, this sale was unable to be fulfilled normally by Mr*** as his account was locked due to a chargebackWhen an outstanding chargeback is open with a customer's bank, their StubHub account is locked until that chargeback is resolvedBecause Mr*** contacted us regarding this issue on 12/18/and on 12/21/2015, we would be able to reverse the charge on this order as a one-time courtesyWe understand that this was a unique situation that stopped Mr*** from fulfilling this order and delivering tickets successfullyMr***'s account currently remains locked as a second chargeback was opened and has not yet been resolvedIf Mr*** would like to accept either offer for 50% of the charge for order *** and/or 100% of the charge for order ***, the chargeback currently open with Mr***'s bank would have to be closed in our favorAt that point we would reactivate Mr***'s StubHub account and process one charge reversal for $and one for $However, we would not be able to process payment for either of these orders because the tickets were not delivered properly or used by the buyerMr*** was paid $for order *** that was delivered incorrectly, and the $charge for this payment will stand.Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,Sincerely, ***StubHub Executive Customer Care

Complaint: ***I am rejecting this response
because: As
the representative for Stubhub stated in their most recent rebuttal,
"We do not own any of the ticketslisted on our site.
When buyers place an order for tickets, they are purchasing from a
third party."
How can a company trust 3rd party vendors prove that the ticket was not used? They are 3rd party vendors, and Stubhub is responsible for any damages or mishaps during the purchase processObviously, the 3rd party had sold the ticket elsewhere, because I had not been let into the eventThe customer representative destroyed their own claim by stating this excerptStubhub IS responsible for my situation and every situation that involves me (or any other person) purchasing ticketsAs I have stated prior, I will continue fighting this claim until we reach a resolution that fits both of usAt this moment this resolution is far from a resolution at allThe fault is on StubHub and the details and facts on what was given prove that.Sincerely,*** ***

Complaint: ***I am rejecting this response because:The problem is, their website doesn't allow customers to remove it on their own, like everyone else's does
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 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 *** *** *** performing on *** On *** 21, *** *** seller notified us that their original purchase had been canceled and they would no longer be able to fulfill this saleWe sent the order to our replacements team to cover *** *** under our Fan Protect Guarantee, which states we will find you comparable replacement tickets or provide a full refund if your purchase is not able to be fulfilled as listed
As we are a live marketplace, the tickets we have available can change at any timeWhen *** *** order was replaced, we replaced them with the most comparable tickets on site at that timeWhile we always try and upgrade our buyers with better replacement tickets if possible, as we cannot guarantee the tickets that will be available on our site, our User Agreement explains we will provide comparable replacement tickets if needed
*** *** contacted us on *** 22nd and stated she did not want the replacement tickets we were able to provide, we instead provided a full refund as the original tickets *** *** purchased were not available
While we understand that this was an inconvenience for *** ***, we covered her under our Fan Protect Guarantee when the tickets she purchased were not availableWe attempted to provide comparable replacement tickets, and instead provided a full refund as requested
As *** *** has received a full refund for her purchase, no further 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 MrBolding’s complaint, Revdex.com Case ***I understand the concerns noted and will address this issue as it pertains to StubHub policies
After reviewing MrBolding’s original purchase, our technical team was not able to find any issue with the date display at the time the transaction took placeWhile we can see MrBolding was looking at both dates while browsing our site, there are no signs of a technical error on our endWe are sincerely sorry MrBolding purchased for a date he was not able to attend but it appears the StubHub resell system worked as intended in this caseMrBolding relisted his tickets with help from our Customer Service Team and they sold on order ***Since we waived MrBolding’s selling fee his payout would total $99.96, and this would appear to resolve MrBolding’s issue of buying tickets for a date he could not attendAs to the previous response from StubHub, we apologize for any frustration caused by the confusion with MrBolding’s nameWe are sincerely sorry for this clerical error and any difficulty that may have arose from itThankfully, these tickets have sold and the event has passed and another PortugalThe Man Fan was able to attend the show thanks to MrBolding
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 Deanna Evju’s complaint, Revdex.com Case***. I understand that Deanna *** is dissatisfied with our process in regard to invalid tickets claims. I will address this concern as it pertains to StubHub policies.It may help to explain that
StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the 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 Agreement
Seller responsibilities when listing and selling tickets on our site are addressed in Section of our User Agreement, which states:
StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperateWe may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies (e.g., by deliberately exploiting any policy loopholes)These actions may include, but are not limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, cancelling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe us or costs we incur due to your misconduct (including, without limitation, any costs associated with collection of delinquent accounts or chargebacks and any replacement costs)We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or as otherwise legally required
We want to make sure our buyers get the tickets they ordered in time for the eventIf anything goes wrong with an order - if a buyer gets invalid tickets, doesn't get the right tickets, doesn't get them on time, or doesn't get them at all - our marketplace suffersThat's why sellers may not get paid for their sales, may incur other fees, and/or may be subject to other consequencesPer our User Agreement and Seller Policies, it is up to sellers to make sure the tickets listed for sale on StubHub are validIf a seller delivers incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale, the seller will be subject to a replacement fee, other charges, and/or other consequences as outlined in our user agreementA full copy of our User Agreement and Seller Policies may be found at ***
If a buyer reports invalid tickets, buyers are required to complete an invalid ticket claim formWe notify the seller of the claim opened against the tickets and request documentation if the seller is disputing the buyer’s claim, advising that failure to do so would result in the charges being assessed to the order. The documentation requested is the original receipt of purchase, a scan report or any other proof from the venue showing that the tickets scanned as valid and were not scanned more than once, and any additional information to prove the tickets were valid or why the tickets became invalid.
We take any report of invalid tickets sold through our site seriously as it creates an extremely negative experience for the buyerWe stand behind our FanProtect Guarantee for both buyers and sellers. It is the seller’s responsibility to cooperate with an investigation and supply information. As the original purchaser of the tickets, the seller is the only one with access to the required documentation through the venue or their original point of purchase. We use the details provided by the claim in addition to the documentation provided by the seller to assess the situation and resolve the issue accordingly. The investigation process is in no way an accusation as we do investigate issues with both buyers and sellers alike. We are invested in determining the root cause of any issue reported to ensure that StubHub remains a safe marketplace for fans to buy and sell tickets.
In reviewing this transaction, I’m able to see that Deanna *** listed these tickets as UPS delivery, and while the tickets were delivered it was determined by the venue and our Marketplace Investigations Team that these tickets had been alteredThe venue could not accept these tickets when they were presented by your buyerAs a result the sale was cancelled and the payout for the sale was recoupedThe additional charge is a portion of the cost borne by StubHub in making this obviously difficult situation right with that buyerWe understand from the complaint that Deanna Evju states that a StubHub Representative explained how to deliver the tickets in this wayWe have no record of anyone in Customer Service assisting on this order, but we understand that it could have been a mistakeAs a one-time courtesy, StubHub is offering to waive the additional charge by 50%This means the payment would remain recouped but the additional charge would be reduced to $
We hope this addresses Deanna Evju’s concern If I can be of any further assistance, please let me know
Sincerely,
Chris ***
StubHub Executive Customer Care

Thank you for the opportunity to respond to MrAnderson’s complaint, Revdex.com Case***I understand the concerns noted and will address this issue as it pertains to StubHub policiesIt 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 eventsWe do not own any of the tickets listed on our siteListings on our site come from individual sellers who set their own prices for the tickets listedBy 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 refund.” A copy of our User Agreement may be found at: ***
In reviewing MrAnderson’s transaction, he purchased the tickets on June 25, for*** Gallagher on November 25, The buyer was contacted on November 23rd, prior to the event, stating that the event had been postponed and was assured of our FanProtect GuaranteePer our User Agreement, if an event is canceled and not rescheduled, the buyer will receive a full refund once they have sent back the ticketsIf an event is postponed, StubHub will work with Buyers and Sellers on a case-by-case basis attempting to resolve any Ticket issuesSellers are prohibited from reselling, invalidating or changing Tickets for postponed eventsRefunds will not be issued for postponed events, unless they are ultimately cancelledUnfortunately, at this time, the event has only been postponed and has not been canceledIf at any time, the event is canceled, then we would be able to provide MrAnderson the full refund
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance, Sincerely, Garrett StubHub Executive Customer Care

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports,
concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party
By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement
In reviewing *** *** complaint, she purchased two tickets on ***, *** at 3:PM EST to the *** *** *** at *** *** game that was played later that same evening*** *** contacted StubHub on *** *** *** at 9:AM EST to report that she had received an email the day prior informing her that her tickets were ready, but that she had not made a purchaseThis claim was then reviewed by the StubHub Trust and Safety team, who verified that the email address that had been used to register the StubHub account belonged to *** ***, the billing information matched the information that *** *** bank had on file, and that the phone number on file belonged to a Facebook friend of *** ***Based on this information, the purchase would not be considered fraud, as StubHub does not view purchases made by family members, co-workers or acquaintances as being fraudulentWhen *** *** originally contacted StubHub she did not receive follow up
When *** *** contacted StubHub on*** ***,*** the issue was again reviewed, and on*** *** the StubHub Trust and Safety department emailed *** *** to let her know that this order would not be considered as fraudulent, but that if she were to submit a police report or court decision against the individual who made the purchase, StubHub would be happy to review the decision againAt this time, no additional documentation has been provided by *** *** to support her claim that this purchase was fraudulentAs previously stated, StubHub would be happy to review the purchase again if *** *** provides the requested documentation, however StubHub is not able to provide a refund at this time since there is no evidence that this transaction was fraudulent
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
Britney
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/12/01) */
Thank you for the opportunity to respond to Mr***'s complaint, Revdex.com Case XXXXXXXXI understand the concerns noted and will address this 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 eventsWe do not own any of the tickets listed on our siteListings on our site come from individual sellers who set their own prices for the tickets listed
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 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
In reviewing this complaint, Mr*** purchased tickets to a Detroit Pistons at Brooklyn Nets game on November 29, Mr*** contacted us to advise that he was just looking at the tickets and the purchase went through in errorWe reviewed the purchase and we were able to confirm that the ticket details were reviewed and confirmed in the checkout process as and no site error occurredWe informed Mr*** that we are unable to cancel an order once it is placedUnder the terms or our User Agreement it states, "You are responsible for reading the complete listing before making a commitment to buy ticketsWhen placing an order, you are entering 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."
We offered to help Mr*** list his tickets for sale on StubHub and waived his selling feesHe was able to list the tickets but unfortunately they did not sell before the event started and the listing expiredWhile we understand Mr***'s frustration with this situation we are unable to issue a refund due to the terms of our User Agreement stated aboveHowever, as a one-time courtesy we can offer him a coupon for what he paid in the amount of $This offer was emailed to Mr*** and we are still awaiting his response
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