Stubhub.com

Thank you for the opportunity to respond to MrDoleman’s complaint, Revdex.com Case ***. I understand the concerns noted and will address the issue as it pertains to StubHub policies
To address MrDoleman’s last response, as of 3/27/his refund has been processed and will show on his payment card ending in in the next 3-business days
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:Sincerely,*** ***
With todays cyber hacking industry where peoples identity is getting hacked every seconds including my fathers quite frequently I dont know why peoples ip address doesnt help find the criminals or come into question that oftenIP addresses although rare can be hacked just as mine must have been in this caseI did purchase st johns tickets as I stated in my complaint but not for *** **th

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 ***.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 *** *** order listed the tickets on and listed an in hand date (date which they will have the tickets to ship) for with an expected delivery date of *** *** was provided with the delivery date prior to making the purchase and agreed to this date during the purchase sessionWhen *** *** contacted our Customer Service Department concerning the shipment status of her order, she was advised of the estimated delivery date based on the information her seller had provided us and was also advised her order was covered by our FanProtect Guarantee which states the tickets she ordered would arrive in time for the event and if this did not occur, we would find *** *** comparable or better tickets to the event, or offer a refundAs a one-time courtesy we also issue a coupon to *** *** account in the amount of $as she was expecting the tickets to be delivered prior to the date the seller had providedWe do apologize that the seller has not shipped out the tickets, however at this time the seller is not to the date they selected which they will have the tickets to deliverIn most cases, the sellers who sell on our site will ship the tickets earlier if they can as sellers are not paid until the delivery of tickets. 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

Revdex.com:
After speaking with employees they finally agreed to refund meThey were doing everything they could to not but luckily I was persistent Not a good experience at allI have reviewed the response made by the business in reference to complaint ID ***2, and find that this resolution is satisfactory to meSincerely, J*** ***

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, *** Loehrke

Initial Business Response /* (1000, 5, 2016/01/07) */
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 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
When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffersPer the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyerIn cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee
In reviewing this transaction, Mr*** sold tickets to Golden State Warriors at New York Knicks on December 19, We received contact from Mr*** the following day that he did not have the tickets and the order needed to be canceledAs explained above, if an order is not fulfilled by the seller, the seller will not be paid and will be charged 20% of the price of the tickets soldWe canceled the order and Mr*** was charged $Mr*** notified us explaining that he tried to deactivate his New York Knicks listings and did not know that they were still active until this order was placedAfter further investigation, it appears there was a known issue with the process of deactivating listings on our site during that timeframe
We understand that Mr*** is upset about the charge of $Per the terms of our User Agreement Mr*** would be responsible for this fee as he did not fulfill the orderHowever, due to the known issue we have issued Mr*** a full refund of $The refund can take 3-business days to be completed
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,
Sincerely,
***
StubHub Executive Customer Care

Thank you for the opportunity to respond to *** *** Revdex.com 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, she sold two tickets for *** *** on *** The buyer contacted us from the event and had been unable to enter the venue with the tickets providedOnce we collected information as noted above, we notified *** *** of the reported issue and requested that she respond provide the original receipt of purchase, a scan report from the venue, and any additional information regarding the tickets
A representative in our Executive Claims team worked with *** *** and tried to assist in attaining the necessary documentationAs *** *** was not able to provide any information showing that this ticket was not scanned or scanned successfully, and the buyer was unable to attend with the tickets provided, *** *** payment was recouped
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, and as *** *** worked with us diligently to try and resolve this, we have reversed the cancellation charge of $***As the buyer was not able to attend, *** *** will not be paid
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
Kaila
StubHub Executive Customer Care

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementA copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement
*** *** was sent an email on *** ***, within minute of his tickets selling, explaining that he had business day to ship the tickets out to the buyer*** *** was a ***, so *** *** would have therefore needed to ship the tickets out no later than *** *** *** *** reached out to StubHub on *** *** 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*** *** was informed at that time that if the tickets were not shipped out by the end of that 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
The *** tracking shows that the tickets were shipped out to the buyer on *** *** at *** PM EST, a few hours after the sale had already been cancelled and after *** *** had charged for the cancellation*** *** contacted StubHub around *** PM EST on *** *** to report that he had shipped the tickets and that he wanted the charges to be reversed, 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 validThe tickets were then re-routed back to *** *** because the order had already been replaced
As a courtesy for the inconvenience, StubHub is willing to provide a 50% refund on the cancellation fee in the amount of $***If *** *** chooses to accept this 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,
Britney
StubHub Executive Customer Care

Complaint: ***I am rejecting this response because:
The StubHub response has left out all the points of contention I have with their services and not responding and ignoring my many attempts to close the claim on my end They make it sound like I did not immediately respond to the claim, which I did the next day with e-mail documentation to prove it.) They even had an Executive Claims representative, *** acknowledge this when he called stating he had my info and would contact me back after reviewing itHe never didWe come to find out *** left the company and the person who I left messages with on ***'s direct number never passed along my info to a relevant person to follow upIn fact, they did not contact me until after I followed up asking for resolution which as I know now was a major mistakeI called repeatedly and e-mailed repeatedly and even had to *** message them asking for a response about the e-mail documentation I sent again to prove my documentationInterestingly, only after I contacted the Revdex.com did they actually call to speak to me about the issueWhy was my original documentation lost and not tied to my claim when it was assigned to ***? And why when I then showed the documentation, did I never get a response until after calling Revdex.com?
I was surprised by the additional information we found out from *** *** about the tickets when *** finally called me to follow up and do a conference call with *** ***It differed from the information I was given by *** when I first contacted *** *** about the issueI'm frustrated it took that long to call me so we could call together to get this infoI was doubting that the buyer actually had trouble being admitted to the game but I now stand corrected that *** *** provided the information to prove they did have trouble with the codesHowever, StubHub's response to you does not acknowledge that it was also found that I was not to blame eitherThe transferring of the tickets occurred in order to upload the tickets in a pdf form to the StubHub website as indicated in their directionsIn doing so, without my knowledge, *** site changes the bar codes when transferred (the reasoning behind this I still do not understand.) I was never informed that the need to transfer the tickets to my husband so he could upload them to a pdf file, would actually CHANGE the bar codes on the tickets*** from StubHub explained this to me and informed me that she heard of this issue before with transfers from ***They agreed that this alteration of the bar codes was not done on purpose or with my knowledge which is why the $*** was refunded to me (not the reason StubHub stated in their response that it was because they took so long for a responseThis issue has yet to be acknowledged from anyone from StubHub.) I understand that the buyers did not get the valid tickets they paid forHowever, it is known that it was a computer error without our knowledge that any change occurredNo blame should be on me eitherWe cannot afford to simply be out the money we paid for the tickets because a computer error occurred without our knowledge
*** told me she would contact me after *** *** sent us an e-mail with additional documentation about the use of the tickets*** *** partially responded to us in an e-mail on Jan 26th with the scan report that was requested by ***I have not yet heard from *** about this response even though she told me she would contact me.
I believe this known issue should be further evaluated by StubHub and the cost of this error should not fall on a seller's shoulders who was innocent in this matter and did everything I could to get this resolved quickly with StubHub.
I took the liberty to make and attach a document showing all my attempts at a resolution on this case without responses from them until I contacted the Revdex.com with teh dates and e-mail stringsMy money still has not been refundedI have no idea what else I could have done.
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
When posting, I was not given this option, to mark *** Sides so surely this was a mistake any reputable company would honor and assist withI am still unclear as to why I am responsible when the computer gave me no such option. Computer glitches on their part should not be my responsibilitySincerely,*** ***

Thank you for the opportunity to respond to *** *** complaint, Revdex.com Case #***I 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 ***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 reviewing *** *** account, it appears that the tickets to *** *** for *** *** *** were sold on September 27th *** *** has contacted StubHub customer service a few times wondering where the payment is for these ticketsOn November 12th, we advised *** *** that the payment was sent to the bank account on file and the account information on file was confirmedStubHub advised *** *** that once payment is delivered, it cannot be reissuedOn November 16th, StubHub’s Payment team sent an email to *** *** stating that the payment was sent to his checking account totaling $and that payments cannot be reissued or transferred to another account once the current payment was successfully deposited and that they would need to reach out to their financial institution for confirmation of the paymentDue to the payment being issued to the account that was on file with us, it would be *** *** responsibility to get the payment transferred to the correct bank accountThank you for the opportunity to provide specific information regarding this issuePlease contact me if I can be of further assistanceSincerely, *** 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 Thank you for your assistance with this.Sincerely, *** ***

Initial Business Response /* (1000, 5, 2015/09/30) */
Thank you for the opportunity to respond to Mr***' complaint, Revdex.com Case XXXXXXXXI have reviewed this matter and understand that Mr*** is dissatisfied with the price paid for tickets to a football gameI 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
In regards to Mr***' complaint, he purchased tickets to a Washington Redskins game on September 20, and was charged $in feesThe initial price per ticket Mr*** was presented with is the price the seller set for the ticketsStubHub charges a buy and delivery fee which is added to the price when tickets are selected to be purchasedThe final price was displayed in the checkout screen and confirmed by Mr***' before the order was placedPer the terms of our User Agreement, we would not issue a refund as all information was presented and confirmed when the purchase was made and all sales are finalHowever, as a onetime courtesy, we have issued Mr*** a refund of the fees in the amount of $We have since attempted to contact Mr*** by phone and email to explain our pricing structure to prevent any future confusion and educate him on our policies
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: even though thus a third party website it is still my understanding that tixket scalping is not legal and I feel like if these tickets were for sale at a certain price then they should have been that price I unknowingly paid times what the tickets were worth and that for me is not legal
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/12/02) */
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 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, Ms*** purchased tickets to Justin Bieber for $eachThe seller of the order contacted us to advise the tickets were listed incorrectlyWe immediately took action and attempted to locate comparable replacement tickets for Ms*** at no additional cost to her per our FanProtect Guarantee as stated above, but unfortunately, there were no comparable tickets availablePlease keep in mind when it comes to comparable replacement tickets they are determined by StubHub in its sole discretion based on cost, quality, availability and other factors, per the terms of our User AgreementWhile we understand Ms*** is requesting replacement tickets for this order, we were unable to accommodate this request which is why we processed a full refund back to her credit card and an additional 50% coupon in the amount of $to use on our site for a future purchase
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

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
Sincerely, *** White
IN ADDITION: I would like to thank StubHub for the letter stating they will give me a one time refund for the cancelled concert - Bob S*r - 10/26/ I will be waiting to see the refund sent to my Discover Card I will not hesitate to purchase any upcoming event tickets from StubHub as I have in the past I called the Discover card to make sure they have this information and added to the end of the now stopped complaint They are monitoring the situation for the refund
Sincerely,
Beverly***

Initial Business Response /* (1000, 5, 2015/07/30) */
Thank you for the opportunity to respond to Ms*** complaint, Revdex.com Case XXXXXXXXI understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a secondary
ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with StubHub User Agreement
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 passesPayment is remitted to StubHub and disbursed to the seller according to our payment policyAll Sales are FinalExcept for canceled events, buyers will not receive a refund for completed purchases, and they cannot change or cancel any orders after the sale is complete
In reviewing Ms*** account, on 2/20/she purchased tickets for the Steely Dan concert on 7/31/Shortly after the purchase, MsWilliams -Zeitz contacted us stating that she can no longer attend the concertA member of our customer service team advised Ms*** we were not able to exchange the tickets or issue a refund per the terms of our User Agreement since the seller accurately listed the tickets and delivered tickets exactly as noted in his listingMs*** was advised of the option to list the tickets for sale on our site if she was not going to use the tickets and, as a courtesy, we offered to waive our sell fee if the tickets sold on our websiteMs*** accepted that offer and our customer service agent assisted Ms*** with listing the tickets for sale on our siteShortly after the tickets were listed for sale, the listing was removed and her account was temporarily deactivated due to a violation of our User Agreement
As noted above, by using our website, buyers and sellers agree to the terms of our User AgreementSection in our User Agreement states the following
StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperateWe may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policiesThese actions may include, but are limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, canceling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe or costs we incur due to your misconductWe reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or otherwise legally required
Our Trust & Safety team reviews all issues in which our buyers or sellers do not meet the terms of User Agreement, as they did in this situationWhen we reviewed Ms*** account we were able to determine that she did not meet the terms of our User Agreement by using a credit/debit card which was not validThis caused her account to be temporarily deactivated and her listing to be removedWe have since reactivated Ms*** account and contacted her advising her that she will need to add a valid credit/debit card before reactivating the listing
At this time we will not be providing Ms*** a refund as her account has been reactivated and she is able to list the tickets for sale once a valid credit/debit card is added to the account
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, 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, he listed and sold two tickets on *** for an *** *** *** gameThe tickets were listed and sold the same dayWhen the tickets were listed, the In Hand Date was set as “In Hand.” When purchased, the Expected Delivery Date the buyer was presented with was based off the In Hand Date of ***
Shortly after these tickets sold, *** *** “Reported an Issue” on this order through his StubHub accountHe selected that he did not have the tickets In Hand, and would have them instead on *** When sellers do this, they are notified that buyers have hours to reject this sale and choose instead to cancel the saleThe next morning, *** *** buyer contacted us and rejected the delivery date changePer our Fan Protect Guarantee, which guarantees you will get your tickets exactly as listed and on time as listed, we canceled the order for the buyer
As a seller on StubHub, *** *** is responsible for costs incurred to make this right for the buyer as noted in our Seller PoliciesIn this case, our total cost to make it right for the buyer was $***As a one-time courtesy, we provided a $*** reversal and the remaining charge is $***This processed as a credit memo as it failed to charge the credit card on fileAs this has not been paid, this charge has been sent to collectionsAs it is a valid cancellation, this remaining 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

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports,
concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you, you can adjust your ticket prices any time before they sell, and you will receive payment for all tickets you sell and deliver in accordance with the StubHub User 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 *** *** order, he requested a refund on tickets after he purchased themDue to our marketplace, we are unable to offer refunds on orders, as a seller is being paid for the tickets they list and deliver in accordance with our user agreementWe advised *** *** that we cannot cancel valid sales, and instead offered assistance in relisting *** *** tickets for saleWe also provided information on what would happen if *** *** were to file a charge dispute with his bank
*** *** opened a chargeback with his bank for this valid StubHub chargeWhen this happens, we reach out to the user and let them know their account will be deactivated if they do not resolve or close their chargebackWe provide instructions on how to resolve the chargeback, and why this charge is validIf the chargeback is not closed or resolved, the StubHub account is locked and the user is no longer able to access our websiteThe StubHub account remains locked until the chargeback is resolved
This chargeback was closed as necessaryWe can see that *** *** provided documentation from his bank stating the chargeback had been closed and the funds had again been charged to MrHolsingerUnfortunately, these emails were not received in time for the event due to our current work volumes in certain teamsWe are not notified immediately via bank communication when chargebacks are closed
At this time, as the chargeback has been closed, *** *** StubHub account is unlocked and available to use
As we understand that this issue was ongoing and impinged on *** *** likelihood to resell these tickets, we would like to offer a coupon as a courtesy for the full amount *** *** paid for these tickets, $***This charge and the tickets are valid, thus we are not able to offer a full refund on this order, however as we understand *** *** situation we can offer this credit as a one-time courtesy
To accept this coupon *** *** can call our customer service department at 1-866-788-
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
Kaila
StubHub Executive Customer Care

Thank you for the opportunity to respond to *** *** complaint, Revdex.com Case #***I 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 events. As a marketplace, we do not own any of the tickets listed on our siteWhen buyers place an order for tickets on our site, they are purchasing from a third party individual sellerIn some cases, sellers may not be able to deliver tickets when an order is placed because the tickets have not been released by the venue or primary ticket sellerThis is often the case for season tickets, which may not be distributed by the teams until a few weeks before the start of the season, and tickets for contingent events (events which are dependent upon a team’s standings)For all ticket listings, sellers are required to enter the date they expect to have the tickets in their possession to fulfill their ordersThis date is presented during purchase process to make sure all buyers are aware of the date a seller expects to deliver the ticketsThis information is also included in the order notification email sent to buyers when they place an order
By accessing or using our website, buyers agree to the terms of our User AgreementIt is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passesAll sales are final with the exception cancelled events or when a seller does not fulfill an order as listedBuyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is completeAs part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User AgreementPayment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policyA copy of our User Agreement may be found at: www.stubhub.com/user_agreement
In reviewing *** *** account, she placed an order on December 24, *** for *** *** tickets which was originally scheduled to take place on August 24, ***. The concert has since been postponed with no rescheduled date announced yetWe understand *** *** is requesting a full refund because the primary point of purchase is offering refunds. However, the terms of our User Agreement state, “If an event is postponed and rescheduled, you may use the tickets on the rescheduled date or, time permitting, list them for sale on StubHubIf replacement tickets are required for entry to the event on the rescheduled date, StubHub will work to obtain replacement tickets for you or provide you a full refund (including any fees and shipping/handling charges)If you cannot attend the event on the rescheduled date, you are encouraged to list the tickets on StubHubExcept when replacement tickets are required, StubHub does not provide refunds for postponed or rescheduled events, partial performances, or venue, date, lineup, or time changes.”
While we typically would not issue a refund for a postponed event, we have made an exception and issued *** *** a full refund in the amount of $*** as a one-time courtesyThe refund can take 3-business days to be completedA call was made to *** *** to inform her of the refund, however we were unable to get a hold of her and had to leave a message
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,
Sincerely,
Amy
StubHub Executive Customer Care