Stubhub.com

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

Complaint: ***I am rejecting this response because:
According to STUBHUB Fan Protect Guarantee, the following applies:
FanProtectTM for Buyers
Summary of StubHub guarantee to Buyers:
You will get your tickets in time for the event
Your tickets will be valid for entry
Your tickets will be the same as those you ordered
If 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
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Stubhub's response was not responsve Stubhub charged a hidden and deceptively large broker fee for me to purchase the two tickets in relation to the price of the tickets Subhub intentionally hides the ticket buyer's (and the ticket seller's) commsssions and buries them in the respective final invoices Notice that stubhub's response still does not even detail the obsessive commissions they made on the sale Their commission rates are highly variable and unpredictable I want a total refund of my money They are engaging in deceptive business practices I can never resell the two tickets for the price they charged me
Sincerely,*** *** two tickets

Thank you for the opportunity to respond to MsArmstrong’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 reference to MsArmstrong’s complaint, when the tickets in question were listed for sale on StubHub, the delivery method was set as UPS by MsArmstrongOn MsArmstrong’s last contact with StubHub, she mentioned she was not sure what shipping method she used, but was fairly certain it was the United States Postal ServiceAs this package would have had a UPS shipping label on it, it would be very unlikely that USPS would have carried out the shippingAs a result, MsArmstrong’s buyer for this order did not receive the ticketsPer our User Agreement, StubHub had to hold MsArmstrong liable for a portion of the cost incurred making this unfortunate situation right with the buyerAs these a valid charges that were made due to tickets not being delivered to MsArmstrong’s buyer, the charges will stand
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,
Sincerely,
Chris ***
StubHub Executive Customer Care

Complaint: ***I am rejecting this response because:
I understand now that reselling the tickets is the only way we will be able to recover the money we lostSince this is the case, then waiving the selling fee is a step in the right directionHowever, we would still have to price the tickets much higher than the other comparable tickets are being sold forThis fact is supported by StubHub’s own recommendation to list the tickets for $each! To increase the odds of selling these tickets for a competitive price StubHub should also refund the buying fee that was charged for the unwanted purchase. Sincerely,*** Rosenberg

Initial Business Response /* (1000, 5, 2015/10/16) */
Thank you for the opportunity to respond to Ms***'s complaint, Revdex.com Case XXXXXXXXI have reviewed this matter and understand that Ms*** is dissatisfied with the price paid for tickets to a theatre eventI 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.com/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***'s 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 purchaseAs a onetime courtesy, we are willing to offer Ms*** a coupon valued at 25% of their purchase prices for future use on our siteOr if Ms*** no longer wants to keep the tickets she can list them for sale on StubHub and if they sell we will waive the sell feeWe have emailed this offer to Ms*** and waiting her response
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
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the response from the business because I am not satisfied with a company that allows their sellers to be dishonest about the original price of the ticketI don't think that this company operates with integrityI only want to be refunded the difference for the tickets that were originally $a piece and I was charged times thisOutrageous! Stub Hub is to busy giving protecting their sellers that the buyers are victimsNo one reads the fine print on every website!
Final Business Response /* (4000, 9, 2015/11/04) */
Thank you for the opportunity to respond to Ms***'s rebuttal, Revdex.com Case XXXXXXXXI have reviewed this matter and understand that Ms*** is dissatisfied with the price paid for tickets to a theatre eventI 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.com/user_agreement
As previously explained Ms*** was presented with the listed ticket price and accepted this price when she completed the purchase on our websiteUnder the terms of our User Agreement, we are not in a position to provide Ms*** with a refund for the purchaseAs a onetime courtesy, we are still honoring our initial offer which we presented to Ms***We offered a coupon valued at 25% of her purchase price for future use on our siteMs*** also has the option to list her tickets for sale on StubHub if she no longer wants to keep the ticketsMs*** can contact our Customer Service team to accept the coupon; however we will not be providing any further compensation for this matter
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

Complaint: ***I am rejecting this response because:I believe you are aware that a scammer is working on your website. The reference number from my tickets is *** List price for ticket $216.24 Date and location - *** *** *** **. I cannot post my email address because I do not wish my email to be public.
If you do not remove this seller from your website, then I have not recourse but to accuse you of knowingly helping to sell scammed tickets. Not a good thing for a "reputable" website to be doing.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2016/01/13) */
Thank you for the opportunity to respond to Ms***'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 website 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 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."
In reviewing this complaint, Ms*** purchased tickets for Tool and Primus on January 9, The seller was contacted us on January 7, confirming that they would be uploading the tickets to fulfill the orderOn January 9, the seller still had not fulfilled the orderWe immediately attempted to locate Ms*** comparable replacement tickets at no additional cost to her per our FanProtect Guarantee as stated above, but unfortunately, there were no tickets availableAt that point we did have to process a full refund back onto her credit card per our FanProtect GuaranteeThe refund began processing on January 11, and can take 3-business days to be completed
We understand that this was a very poor experience for Ms***As a courtesy, we also issued a coupon in the amount of $to use on our site for a future purchase
If I can be of any further assistance, please let me know
Sincerely,
***
StubHub Executive Customer Care

Complaint: ***I am rejecting this response because: I followed the Stubhub company's guideline to post my tickets, I posted my tickets and listed all the ticket numbers explicitly, its their system's error to post it as connected seatsI never click any option to select its connected seatsAnd that's the main reason they shall be responsible for their system's error and return me the overcharged fees for the buyer's return itemsThank you!!
Sincerely,*** ***

Thank you for the opportunity to respond to Mr*** 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 *** While understand Mr*** complaint, the events that appear when searching for an event include the surrounding areas as well. The event that was selected by Mr*** was for Busch Stadium in Saint Louis, Missouri. The Checkout Page also included this information and Mr*** confirmed the purchase by selecting Buy Now. This completed the purchase. The website was working properly and our Help page was fully functioning on August 27th, 2017. Mr*** had access to both the Help page and our User Agreement, which explains that once a valid purchase is completed, it cannot be cancelled. Because we are a fan to fan marketplace, as explained above and in our User Agreement, all sales are final unless the seller does not fulfill as listed or the event is canceledAs these tickets were listed correctly and no site error occurred during the purchase, this order is valid. We are unable to provide compensation for this orderThank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, *** StubHub Executive Customer Care

Complaint: ***I am rejecting this response because:
I do not agree with the fee as it was noted, I contacted you about the issue immediatelyI removed the tickets days prior, do not understand why they were is showing on your site. Seems to me to be a computer malfunctionI most definitely agree not get paid for the seats, but the fee is absurdthat is a 50%+ penalty, which should be against the lawI do not understand how this could be legalI will not do business any more on your site and will tell my collogues to avoid this site as well
Sincerely,*** ***

Complaint: ***I am rejecting this response because I have yet to receive the payment or the credit, and this has been a real nightmare due to their mix.ups.Sincerely,*** * *** *** ***

Initial Business Response /* (1000, 5, 2015/06/03) */
Thank you for the opportunity to respond to Ms***'s complaint, Revdex.com Case XXXXXXXXI understand the concerns noted and will address this issue as it pertains to StubHub policies
Unfortunately we are unable to find a record of any sales on
Ms***'s StubHub accountWe would like to assist Ms*** with the issue she is havingI have called Ms*** at the number listed, unfortunately I was not able to reach herIf Ms*** contacts us back at XXX-XXX-XXXX our Customer Service team will be happy to assist her in attempting to locate the account under which the sale was madeIf Ms*** has an email from us noting an order number, which will greatly assist in locating the correct information in order to assist with the issues
If I can be of any further assistance, please let me know
Sincerely,
***
StubHub Executive Customer Care

Final Consumer Response /* (2000, 6, 2016/01/07) */
Case resolved, they refunded in full
Thank you so much for your help and thank you stubhub for doing the right thing
Take care,
***

Thank you for the opportunity to respond to MsMarco’s complaint, Revdex.com Case ***I have reviewed this matter and understand that MsMarco is dissatisfied with the price paid for tickets to an Enrique Bunbury concert and that she made her purchase accidentallyI 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 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 ***
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 MsMarco’s concerns stated in the complaintHowever the listed ticket price was accepted when she completed the purchase on our website. Since 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 MsMarco with a refund for the purchaseWe understand that MsMarco made this purchase by accident while in a rush, but as StubHub does not own these tickets we cannot relist themMsMarco is now the owner of these tickets and she is welcome to resell themTo help in this process StubHub would gladly waive the Sell fee normally charged for selling tickets on our siteThis would enable MsMarco to price her tickets for the price she purchased them at, and make her money back if the tickets sell
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
Chris ***
StubHub Executive Customer Care

Revdex.com:Although I do not believe the business practices are ethical, I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me It was definitely a mistake to trust StubHub I believe it is wrong for a business to take money for a product or service that they do not provideI appreciate the Revdex.com's help in securing the refund.Sincerely, *** ***

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to
sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party
By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement
Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyerIn cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to 40% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the full cost of replacements
In reviewing *** *** sale, she sold two tickets for *** *** *** on October On November 7, *** *** contacted us through live chat to ask about cancelling her orderThough this representative noted that *** *** did not indicate clearly whether she did or did not want to cancel the sale, this representative placed this order with our replacements team in case it was not going to be fulfilled
Due to the communication failure, the cancellation charge on this order has been fully reversed and *** *** is free to relist her ticketsOur customer service team has already advised *** *** that her sell fee will be waived if she sells the tickets again on our website as an apology for the negative experience
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 MrRiley’s complaint, Revdex.com Case***I understand the concerns noted and will address this issue as it pertains to StubHub policies
It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to
sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy 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 ***
We would like to assist MrRiley but we are not able to find an order or account under the email address, account ID, and phone number he included in his complaintOnce we get an order ID or the email address that he used to purchase the tickets with, we would be more than happy to assist MrRiley furtherUntil then, we do hope this gives MrRiley a better understanding of our marketplaceIf I can be of any further assistance, please let me know
Sincerely, Garrett StubHub Executive Customer Care