Stubhub.com

Thank you for the opportunity to respond to MrForney Revdex.com complaint, case *** I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to
sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party
By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our 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 ***
In reviewing our records, MrForney received his confirmation email with the details of the expected delivery date of when he would receive his tickets from his sellerExpected delivery dates are a result of the timeframe the seller receives the tickets from the primary issuerOnce the Seller has the physical tickets in hand they are expected to deliver them directly to the buyerThis is the process in place for the delivery of MrForney’s tickets
When MrForney contacted our Customer Service Department concerning the shipment status of his order after he purchased, he was advised of the estimated delivery date based on the information his seller had provided usMrForney was also advised his order was covered by our FanProtect Guarantee which states the tickets he ordered would arrive in time for the event and if this did not occur, we would find MrForney comparable or better tickets to the event, or offer a refund
MrForney was informed of the order process and delivery process via emails and when he contacted the customer service lineAt this time we cannot provide MrForney with a refund as the order is in good standing and the seller has caused no issuesIf MrForney does not want to keep the tickets that he purchased he can relist the tickets on the site and or purchase tickets other tickets that will arrive in the timeframe he prefersMrForney can call the customer service line and ask for assistance in relisting the tickets
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,
Sincerely,
Allie A
StubHub Executive Response Team

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 using our website, buyers and sellers agree to the terms of our User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement
In reviewing *** *** canceled sale, she sold two tickets on *** ** to *** *** *** *** ***The tickets were listed and purchased as *** ***, Row G, but the tickets provided were in *** LeftAs the tickets were listed with incorrect information, the sale was canceled
To list tickets on StubHub, sellers enter their section, row, and seat numbersIn this case, *** *** listed her tickets as section “*** ***,” row G, seats Gand GHad these tickets been listed correctly, *** *** section name would have been “*** Sides” to accurately reflect the location of *** Left ticketsAs *** *** listed in *** *** and not in the correct section when these tickets were put on site, there was no site error
Our User Agreement explains that sellers are liable for all costs StubHub incurs when an order is canceledIn this case, our total cost to make it right for the buyer was $***As a one-time courtesy, we provided a partial refund of $***As this cancellation charge is valid, no further compensation will be provided
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
***
StubHub Executive Customer Care

I purchased the tickets for the *** *** show My friends birthday was on *** ***The new date has been announced and my friend and I CANNOT attend because we are in Rhode Island that week for vacation We can send verification of this if needed. According to STUB HUB:
FanProtectTM for Buyers
Summary of StubHub guarantee to Buyers:
You will get your tickets in time for the event - NO The tickets can't be used for *** *** event, which is what we purchased
Your tickets will be valid for entry - NO The tickets aren't valid for the *** *** concert because that show was canceled
Your tickets will be the same as those you ordered - NOThe tickets are nearly not the same as the ones we ordered for the *** *** concert
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 - SO I SHOULD RECEIVE A REFUND!
A refund is the only option that I will accept
Complaint: ***I am rejecting this response because: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 secondary ticket marketplace which enables fans to buy and sell
tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party
By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement
When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffersPer the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyerIn cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM GuaranteeHowever, in cases that result in unusually large losses to StubHub (for example, nonfulfillment of sales involving large numbers of tickets or tickets with significant price appreciation), StubHub reserves the right in its sole discretion to charge the sellers payment method the full amount of the replacement costs StubHub incurs under the FanProtectTM Guarantee
In reference to *** *** complaint, *** *** contacted us explaining she was unable to fulfill her sale as the tickets were listed for the incorrect eventSince *** *** was not able to deliver tickets to her buyers as listed, we needed to make this issue right with her buyers under the terms of our User Agreement and FanProtectTM GuaranteeAs a result, *** *** payment for the order was recouped and she was held liable for a portion of the costs we incurred
In this case, our total cost to make it right for the buyer was $**which is 20% of the orderPer our User Agreement, *** *** would be responsible for these costsHowever, as a one-time courtesy, we have refunded *** in charges that had been submitted to *** *** credit card on file for the 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, *** *** is responsible for listing her tickets correctly and fulfilling her orders as listedWe understand that mistakes may occurGiven that consideration was already given in this case, the remaining 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,
***
StubHub Executive Customer Care

Complaint: ***I am rejecting this response because: the issue is your email link was not clear in the advertisement for me to register for *** checkout, my understanding from the email was to use the ***checkout code and the discount would follow when I paid for the tickets. Sincerely,*** ***

Complaint: ***
I am rejecting this response because: Stubhub does not respond to any of my emailsI have emailed this support email address numerous timesAt this point they are flat out lying to me and ignoring me nowThey promised me over the phone I would be given a full refund after the event and it was clear the tickets had been stolen from me immediatly following the eventThey have also been told that their were multiple attempted uses of my tickets at the event before we discovered they were stolenThis makes me wonder if they do take theft and fraud seriously. Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Stubhub is engaging in deceptive business practices
Stubhub is failing to separately and clearly disclose the fees that are variable in amount that it charges on both sides of the transaction Stubhub is intentionally not disclosing the amount of its fees because they do not want to draw attention to the overcharges and lose sales and customers I cannot possibly resell these tickets for anywhere near the price Stubhub overcharged me To add insult to injury, Stubhub seeks a third variable resale commission from any prospective buyer, if I could even find an interested buyerI WANT A FULL REFUND FROM STUBHUB NOW
Sincerely,
Daniel Hess

Thank you for the opportunity to respond to MsDay’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 MsDay’s complaint, as of 04/13/one of my colleagues has reversed MsDay’s penalty charge by half as a onetime courtesyAn email and voicemail have been left for MsDay to confirm thisThe reversal should show on MsDay’s end within 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

Initial Business Response /* (1000, 5, 2015/06/03) */
Thank you for the opportunity to respond to Mr***' complaint, Revdex.com Case XXXXXXXXI understand that Mr*** is dissatisfied with our process in regard to invalid tickets claimsI 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 eventYour tickets will be valid for entryYour tickets will be the same as those you orderedIf any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User 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 www.stubhub.com/user_agreement
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 orderThe 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 sellersIt is the seller's responsibility to cooperate with an investigation and supply informationAs 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 purchaseWe use the details provided by the claim in addition to the documentation provided by the seller to assess the situation and resolve the issue accordinglyThe investigation process is in no way an accusation as we do investigate issues with both buyers and sellers alikeWe 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 Mr*** account we can see that he did purchase the tickets under StubHub order XXXXXXXX and resold the tickets on order XXXXXXXXAs the buyer who purchased the tickets from Mr*** rejected we cannot issue a payment on this sale per our User Agreement and we did recoup the payoutHowever, as a buyer Mr*** is covered under our FanProtect Guarantee and we did issue a full refund for his purchase and launched a full investigation on the seller of the original orderAs stated above we do take these matters very seriously and it a very rare occurrence on our site, we do apologize for the negative experiences that Mr*** had with past purchasesPer Section of our User Agreement we are not liable for any loss of profits and we will not be issuing any additional payments to Mr***
If I can be of any further assistance, please let me know
Sincerely,
***
StubHub Executive Customer Care

Thank you for the opportunity to respond to *** *** Revdex.com rebuttal, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementA copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement
In reviewing *** *** purchase, he purchased two tickets for Phantom of the Opera on *** *** *** purchased tickets for the PM show but received tickets for the incorrect time and was unable to attend a As *** *** was not able to attend his show, we offered to provide a full refund*** *** also inquired about being refunded for the parking fee he had paid
The representative who spoke with *** *** at our *** office was not aware that this is not something we can provideWhile incorrect information was provided, this was not done to intentionally lie to *** ***, the agent that assisted him had a misunderstanding of the processThat representative tried to process both of these in our system, but the partial refund of $**processed and thus the full refund of $***failed
On January *** *** was correctly provided the remaining refund to in total provide a $***refundThe supervisor he spoke with also explained that we cannot provide more than a 100% refundAt this time, *** *** has been provided a full refund
As a courtesy for the ongoing issue, we provided a $**coupon to *** *** StubHub accountAs we do not provide refunds higher than 100%, this is the most that 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,
***
StubHub Executive Customer Care

Complaint: ***I am rejecting this response

Thank you for the opportunity to respond to *** *** Revdex.com rebuttal, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementA copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement
In reviewing *** *** order, he purchased six tickets for *** *** *** at *** *** ***When purchasing tickets on StubHub, there is a price per ticket displayed while browsing, and an applicable fee on every purchaseWhile it is an option to view tickets with fees while browsing tickets, fees are presented to every buyer once buyers progress to the checkout pageAfter clicking “Go to checkout” on any listing, buyers are presented with all of the ticket and delivery information as well as payment information and full price, which is the price for each ticket as well as a variable service feeFrom here they click “Buy Now” to accept the information and complete the purchase
Our User Agreement states that we may charge service, delivery, fulfillment, or other fees for using our servicesAdditionally, StubHub reserves the right in its sole discretion to set and change fees at any timeService fees are typically influenced by the demand of the eventOur User Agreement also explains that all sales are final and once a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes as listed
As *** *** was presented with the total price including fees prior to completing this order, no compensation can be provided
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
Kaila
StubHub Executive Customer Care

Complaint: ***I am rejecting this response because:
Negligence on behalf of Stubhub not protecting both parties involved in the transaction
I appreciate some movement in the right direction, but their “courtesy” payment of $*** is more insulting than it is a fair remedy to the issue
Allow me to provide further details of the sale to clarify my stand point. The show in question was *** *** at MSG on *** 25th *** at 7:00pm. I split the four tickets into pairs of two and sold them separately. One sale took place on *** 7th, *** at 9:14am and the other was one week later on *** 14th, *** at 4:04pm. This allowed Stubhub the opportunity and ample time to validate the tickets, “protect” their fans and provide a product that can be used at a venue. Due to no such validation, the month and eleven days passed by, without any word of my wrong doing and two unlucky fans were unable to attend. This could have easily been fixed and rectified, with days/weeks/month to spare if someone or something simply stated I uploaded the same tickets twice
Lastly, I find it very difficult to believe that a system cannot recognize a ticket from the world’s largest box office (*** ***) and a company that relies on it for their day to day busniess. At the very least, have an actual person skim through and make sure everything looks correct before the completion of the sale.
Outstanding balance for refund: $***
BUYERS BEWARE: Contact Stubhub prior to attending your event to ensure this does not happen to you in the future due to their lack of crosschecking uploaded tickets in their system
Sincerely,*** ***

Thank you for the opportunity to respond to MrMcPherson’s complaint, Revdex.com Case***. I understand that MrMcPherson is dissatisfied with our process in regard to invalid tickets claims. I will address this concern as it pertains to StubHub policies
When MrMcPherson was discussing the issue with our Marketplace Investigations Team, it was explained to him that he most likely invalidated two of the three tickets himself when MrMcPherson transferred two of said tickets to his brother and then tried to scan in from his own phoneMrMcPherson did not accept this explanation at the time, but has not provided any documentation to the contraryIf MrMcPherson is able to obtain any documentation from the venue confirming that the issue with his tickets was caused by the seller, Marketplace Investigations will take it under reviewPlease feel free to send any information regarding this case to ***
We hope this addresses MrMcPherson’s concern If I can be of any further assistance, please let me know
Sincerely,
Chris***
StubHub Executive Customer Care

Initial Business Response /* (1000, 6, 2015/07/10) */
Thank you for the opportunity to respond to Mr***'s complaint, Revdex.com Case XXXXXXXXI understand that Mr*** is dissatisfied with our process in regard to invalid tickets claimsI 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 eventYour tickets will be valid for entryYour tickets will be the same as those you orderedIf any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User 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 www.stubhub.com/user_agreement
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 orderThe 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 sellersIt is the seller's responsibility to cooperate with an investigation and supply informationAs 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 purchaseWe use the details provided by the claim in addition to the documentation provided by the seller to assess the situation and resolve the issue accordinglyThe investigation process is in no way an accusation as we do investigate issues with both buyers and sellers alikeWe 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 Mr***'s complaint, Mr*** sold two tickets on 6/17/for an event taking place on 6/19/He also sold two tickets for the same event under another order and uploaded the same tickets to both orders in errorOn the night the event took place one of the buyers contacted us as the tickets they were trying to use were invalid for entryOn 6/23/we reached out to Mr*** to advise him that the buyer was unable to gain entry with the tickets provided and that we would need documentation to dispute this claim within hoursMr*** was contacted again on 6/25/as the documentation was not provided to us and was advised of the charges being processed per Section or our User AgreementWe did advise Mr*** that we would reassess the charges at any time if proper documentation was providedAt this time Mr*** has not provided the required documentation to dispute this claimHowever as a courtesy we have waived the $charge but since he has received payment on another sale for those same tickets, we are not in a position to issue payment on this order
If I can be of any further assistance, please let me know
Sincerely,
***
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (3000, 8, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The error was made by Stubhub
I completed the orderI later get an email saying to upload the ticketsI called Stubhub and was told that I had not uploaded the tickets yetI spent over hours in total on the phone with Stubhub in totalI was also hung up on during one specific call after being on the call for over
I resold these tickets (AS I WAS TOLD TO BY A STUBHUB REP)The resold tickets were not validAt this point stubhub tells me I was paid for the original tickets I was told to uploadHow was I paid for tickets I did not uploadPlease concede that a mistake was made by your company and you tried to pawn the mistake on meAlso, when a mistake is made by your software or your reps I shouldn't have to fight for hours to be properly reimbursed
On top of this the most recent email I received from Stubhub in response to this case contained the following:
"This is being reversed as a onetime courtesy." - This company is incredibly arrogant and continually delivers poor customer service
Final Business Response /* (4000, 10, 2015/07/22) */
Thank you again for giving us the opportunity to respond to Mr***'s rebuttal, Revdex.com Case XXXXXXXX
As previously explained, StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party
By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the eventYour tickets will be valid for entryYour tickets will be the same as those you orderedIf any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement
When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffersPer the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyerIn cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM GuaranteeHowever, in cases that result in unusually large losses to StubHub (for example, nonfulfillment of sales involving large numbers of tickets or tickets with significant price appreciation), StubHub reserves the right in its sole discretion to charge the sellers payment method the full amount of the replacement costs StubHub incurs under the FanProtectTM Guarantee
As previously noted, Mr*** received payment for the tickets on another sale and we are not in a position to issue payment on this orderWe have already made an exception in this case and issued a refund of $in charges that had been submitted to Mr***'s credit cardOur 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
Amy
Executive Customer Care Team
Final Consumer Response /* (4200, 12, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
And again Stubhub continues along the same path of arroganceInstead of conceding that an error was made the arrogance continuesTHERE WAS NO ONE TIME COURTESYYou did not do me any favorsThe error was made on your partI will reiterate my last response
The error was made by Stubhub
I completed the orderI later get an email saying to upload the ticketsI called Stubhub and was told that I had not uploaded the tickets yetI spent over hours in total on the phone with Stubhub in totalI was also hung up on during one specific call after being on the call for over
I resold these tickets (AS I WAS TOLD TO BY A STUBHUB REP)The resold tickets were not validAt this point stubhub tells me I was paid for the original tickets I was told to uploadHow was I paid for tickets I did not uploadPlease concede that a mistake was made by your company and you tried to pawn the mistake on meAlso, when a mistake is made by your software or your reps I shouldn't have to fight for hours to be properly reimbursed
On top of this the most recent email I received from Stubhub in response to this case contained the following:
"This is being reversed as a onetime courtesy." - This company is incredibly arrogant and continually delivers poor customer service
"We have already made an exception in this case and issued a refund of $in charges"
Simple questions:
How was I paid for the first order if I did not upload the tickets?
If my first order was properly processed would the buyer of the second order received right of entry to the venue and thus we wouldn't have this problem
Was I told by your rep who had ALL of the information to go ahead and resell the tickets? THe same order that you "made an exception in this case and issued a refund of $in charges"
Was my valuable time wasted in this matter?
Now in very simple words, please do not respond with your terms and agreements of doing business because STUBHUB has broken those terms and as a result of you breaking your own terms and not properly delivering the tickets on the original order I have been penalized

Complaint: ***I am rejecting this response because:Sincerely,*** ***

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 ***
In reviewing *** *** order, he purchased three tickets to the *** *** *** at *** *** on January 28th, at 6:00pm*** *** was provided with the purchase details before finishing the check out and at that time, he was presented with the total cost of $which included buying fees of $and continued to complete the purchase processAs all the information was provided to *** *** prior to check out and the purchase was completed, we are not in a position to offer any compensation per the terms of our User Agreement*** *** tickets have been delivered to him and if he is unable to use the tickets at this time, he can list the tickets back onto the site to recoup any funds lost
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
*** StubHub Executive Customer Care

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a 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 *** *** StubHub account, these tickets were listed on 6/and sold the same day*** *** was sent an email with her new listing ID, however the sale email was not sentTypically, when tickets listed on StubHub sell, shortly thereafter the seller receives an email congratulating them on the sale and with instructions of how to fulfill the orderThese emails are a courtesy to sellers to keep them notified without them manually checking their listings and sales, however we understand that *** *** was not aware that she had to upload her tickets
The $*** charge to *** *** credit card has already been partially reversed with a refund of $***As a courtesy we can provide the remaining refund of $*** for this charge
We are not able to process this refund until *** *** open chargeback has been closed*** *** opened a chargeback with their bankWhen 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 chargebackIn order for this StubHub account to be unlocked and the offered refund processed, *** *** submitted chargeback would need to be resolved
Once this chargeback is resolved, *** *** can reach out to our customer service team at 1-866-788-to receive the remaining refund
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 MsWhite’s 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: ***
In reviewing MsWhite’s account, and the event itself I can see that this event has gone through several status changes since the rescheduling announcement was madeIn most situations StubHub is unable to refund for a purchase until the venue or primary ticket company officially labels the show as cancelledHowever, we understand this has been a drawn out and arduous process due to the nature of concert tours cancelling and reschedulingAs a result, I would like to process a full refund to MsWhite’s payment method as a one-time courtesyIn order to do this, I would need MsWhite to drop any dispute she may have filed with her payment methodHopefully, when Bob Seger officially reschedules his tour, we hope that MsWhite is able to purchase again and have a great time at the show
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 Mr***’s Revdex.com rebuttal, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
We count on sellers to help us keep StubHub a safe, secure, and reliable place for fans to buy and sell ticketsBeing denied entry to an event due to invalid tickets is the worst experience a buyer can havePer the terms of our User Agreement, which Mr*** accepted when listing his tickets for sale on our site, it is a seller’s responsibility to provide valid ticketsThe Seller Policies section of our User Agreement notes:
List valid tickets
It's up to you to make sure the tickets you list for sale on StubHub are validIf you deliver incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale you will be subject to a replacement fee, other charges, and/or other consequences
When sellers do not fulfill orders with valid tickets as listed, our marketplace suffersWhen this occurs, per the terms of our User Agreement, 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
As noted previously, there was no site error when Mr*** uploaded his ticketsOur investigation showed that he uploaded incorrect tickets for the order notedWe understand that mistakes may occurAlthough Mr*** could be liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we have offered to waive 50% of the $charge for this orderAs we cannot pay sellers for invalid or duplicate tickets, the $charge to recoup Mr***’s payment will standWe have also offered 100% reversal of the $charge on order *** as a courtesyFor this order, Mr*** was unable to fulfill this order since his StubHub account was locked, per our policy, when he submitted a charge dispute with his bankWe are not in a position to offer additional compensation on these matters
To have these charges reversed as listed above, Mr*** would have to close both of their chargebacks with their bank and provide documentation showing the dispute has been closed
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