Stubhub.com

Thank you for the opportunity to respond to *** *** Revdex.com rebuttal, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementA copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement
In reviewing *** *** sale, he sold one ticket for NCAA Tournament East Regional Session After the purchase, *** *** used his StubHub account to report that he did not have the ticket or a replacement ticket to offerIn the pwhen canceling the sale, *** *** was reminded that as a seller on StubHub, he agreed to our User Agreement when he listed tickets on our site, and he would be held liable for all costs incurred to make the order right for the buyerThis order was sent to our sourcing team to find a replacement ticket for the buyer and was canceled
Our User Agreement explains that sellers are liable for all costs StubHub incurs to make it right for the buyer to meet our obligations under the Fan Protect GuaranteeAs *** *** was unable to fulfill this sale, 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:as stated previously,bethelwoods art center,the venue for the concert,as of this time,has not confirmed and states that the concert in question is not official.I just called them again on *** minutes before wring this response,and was told again,that NO TICKETS HAVE BEEN SOLD OR RELEASED,and that the concert in question is not official and if and when it is official,tickets will be sold to the event,and not until then.they also state that it would be impossible for anyone to sell tickets to that event as none have been sold or released to anyone.I specifically asked about "season ticket holders" and was again told,there is no concert scheduled at this time for *** *** or anyone else for the date in question***.it is obviously my firm belief that any lawful sale of any product would include a real product and if it was a speculative product warning should be given clearly and specifically to buyers beforehand.if that were not the case people could make up concerts,products,anything and put them on sale,which is the very definition of fraudSincerely,*** ***

Thank you for the opportunity to respond to *** *** rebuttal, Revdex.com case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
As previously noted, per the terms of our User Agreement that *** *** agreed to when placing the order: “Buying TicketsYou are responsible for reading the complete listing before making a commitment to buy ticketsWhen placing an order, you are entering into a binding contract with the Seller to purchase those ticketsPayment is remitted to StubHub and disbursed to the seller according to our payment policyAll Sales are FinalExcept for cancelled events, you will not receive a refund for completed purchasesYou cannot change or cancel any orders after the sale is complete.” Due to the terms of our User Agreement which *** *** agreed upon when completing the purchase, we are not in a position to offer any compensation for this purchase and at this time *** *** can attempt to resell his tickets to recoup any funds lost
Thank you for the opportunity to provide specific information about StubHub, at this time we have nothing further to add
Sincerely,
ErinStubHub Executive Customer Care

Tell us why here
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 *** *** account, she purchased one tickets for *** *** on *** for the show taking place on *** *** was provided with the purchase details before finishing the check out and at that time, she was presented with an expected delivery date of *** and completed 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 her StubHub account and if she is unable to use the ticket at this time it can be listed back onto the site to recoup any funds lost
Our User Agreement explains all sales are final and refunds are only provided in the circumstance of a canceled event or tickets not delivered as listedAs these tickets were delivered and this is a valid purchase, we are not able to provide *** *** with a 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,
ErinStubHub Executive Customer Care

I am writing from StubHub’s Executive Customer Care department in response to the complaint number *** filed by *** ***
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 seller
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 Agreement
When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffersPer the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer
When *** *** listed his tickets for sale on StubHub, he listed them as “Section Row Seats and 8” and instead of selecting the specific listing disclosure that denotes the tickets are behind the stage or limited view, *** *** left that section blankThroughout the listing process, *** *** would have been able to clearly see the disclosure selection screenDuring the final stage of the listing process and before submitting his listing, *** *** was given the opportunity to review and verify all information including the event name, date and ticket detailsIf any information *** *** entered was incorrect, he would have the ability to make the necessary adjustment to his listing to ensure he was providing accurate information to potential buyersIn addition, we sent an email to *** *** when his tickets were listed noting the specific event for which he listed his ticketsThis email noted that his tickets were listed as without any disclosures. Also, *** *** had the option to review and manage his listing at any point after listing his tickets by signing in to his StubHub account
*** ***‘s tickets sold on 11/16/The buyer contacted StubHub and informed us that the tickets that arrived had “limited view” printed on themSince *** *** was not able to deliver tickets to the buyer exactly as listed, we needed to make this issue right with the buyer under the terms of our User Agreement and FanProtectTM GuaranteeAs a result, *** *** was not paid for the order (he did not deliver the tickets as listed) and he was held liable for a portion of the costs we incurredWe incurred high costs in resolving this issue for the buyer since there was significant price appreciation for the eventAs a one-time courtesy, we did not charge *** *** for the full cost we incurred.
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 his tickets correctlyWe understand that mistakes may occurAlthough *** *** could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we made an exception in this case and charged him only a portion of those costsGiven that consideration was already given in this case, those charges will stand
Please contact us if you need further information regarding this issue
Sincerely,
*** ***
StubHub Executive Customer Care Team

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, *** ***

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

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 again for giving us the opportunity to respond to *** *** rebuttal Revdex.com Case # ***
As previously noted, 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 includes:Your 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 includes:You will receive payment for all tickets you sell and deliver in accordance with StubHub User Agreement
Per our User Agreement, sellers must provide accurate section, row, and seat information for their ticketsTickets they delivery to the buyer must be exactly as listedIf any of the information in a ticket listing does not accurately reflect the actual tickets delivered to the buyer - including any ticket features, comments, or disclosures - a seller may not get paid for the order and may be responsible for any fees we incur to satisfy the buyer under the terms of our FanProtect GuaranteeThese fees may include but are not limited to the cost of replacement tickets, refunds, coupons and penalty fees, as outlined in our User Agreement
As StubHub is not responsible for any additional charges that have been incurred outside of the StubHub marketplace, as a courtesy, we have refunded *** *** an additional $** to resolve this issueNo further compensation will be processed
Thank you for the opportunity to provide additional information about StubHubIf I can be of any further assistance, please let me know
Sincerely,
***

Complaint: ***I am rejecting this response because:
You sent an email indicating the sale had go thru without issue and the buyer had his tickets. Anything else is a mute point.Sincerely,*** ***

Thank you for the opportunity to respond to *** *** complaint, Revdex.com Case #*** I will provide information as it pertains to StubHub policiesIt might help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and
other live entertainment eventsAs a marketplace, we do not own any of the tickets listed on our siteWhen buyers place an order for tickets on our site, they are purchasing from a third party individual sellerIn some cases, sellers may not be able to deliver tickets when an order is placed because the tickets have not been released by the venue or primary ticket sellerThis is often the case for season tickets, which may not be distributed by the teams until a few weeks before the start of the season, and tickets for contingent events (events which are dependent upon a team’s standings)For all ticket listings, sellers are required to enter the date they expect to have the tickets in their possession to fulfill their ordersThis date is presented during purchase process to make sure all buyers are aware of the date a seller expects to deliver the ticketsThis information is also included in the order notification email sent to buyers when they place an orderBy 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_agreementUnfortunately, with the information that *** *** provided, we cannot locate an account or purchaseThe order number is incorrect and the email address in this complaint was not the email address used to make the purchaseIn order for us to assist *** *** with the negative experience she had we will need valid information to be provided to usThank you for the opportunity to provide specific information about StubHubPlease let me know if Ican be of further assistanceSincerely, Erin StubHub Executive Customer Care

Complaint: ***I am rejecting this response because: Erin, I get the privacy concernsReach out to me directly by email.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/10/08) */
Thank you for the opportunity to respond to Ms***'s complaint, Revdex.com Case XXXXXXXXI have reviewed this matter and understand that Ms*** is dissatisfied with the price paid for tickets to a concertI will provide information as it pertains
to StubHub policies
It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you, you can adjust your ticket prices any time before they sell, and you will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementOur User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passesExcept for canceled events, buyers will not receive a refund for completed purchases and buyers cannot change or cancel any orders after the sale is complete; all sales are finalAs part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User AgreementA copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement
All listings on our site come from individual sellers who set their own pricesIn most cases, the prices found on our website will be based on market value, popularity of the event, and seat locationHowever, pricing can also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of eventsAs we are an open marketplace for tickets, we do not restrict our sellers in regard to pricing above or below face valueIt is important to consider that all potential buyers will see a variety of tickets at a wide range of prices, and these prices may change frequently as sellers compete for our buyers' businessWhen setting the sale price of tickets, per our User Agreement, it is a seller's responsibility to comply with all applicable local, state, federal, and international laws, statutes, and regulationsAdditionally, the bottom of every page on our website contains the following message: "Use of this website signifies your agreement to the StubHub User Agreement and Privacy PolicyYou are buying tickets from a third party; StubHub is not the ticket sellerPrices are set by sellers and may differ from face value." Our online Customer Support section also addresses face value under the topic: "Do the listed ticket prices differ from face value?"
We can understand Ms***'s concerns stated in the complaintHowever the listed ticket price was accepted when she completed the purchase on our websiteSince we paid the seller based on the listed price for the tickets, per the terms of our User Agreement, we are not in a position to provide Ms*** with a refund for the purchaseAs a onetime courtesy, we have issued Ms*** a coupon valued at 25% of her purchase prices for future use on our site
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
***
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

Thank you for the opportunity to respond to MsLee’s Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a 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, the $*** USD charge for this order was processed to her *** card on fileThis payment was later switched to her *** at her request and the *** refundedIn our system, this all showed correctlyHowever, an original *** charge from *** 21st showed in our system as voided but was not successfully voidedThis was not discovered until *** as everything in our system did show the charge was voided and there was nothing left to refundOn *** a manager in our payments department was able to confirm in a separate payments processing system that this charge had remained and did still need to be refunded
For the delay and back and forth on this matter, we also processed a $*** coupon onto *** *** accountThis is ready to be used on any purchase on our website for the next year
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
Kaila
StubHub Executive Customer Care

Initial Business Response /* (4000, 8, 2015/12/23) */
Thank you for the opportunity to respond to Mr***'s rebuttal, 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
Our marketplace is a live site and we do not have an "in the cart" featureSellers on our site have the ability to change their ticket prices at any time up until a sale is completedHowever, it should be noted that a seller cannot monitor when their tickets are being considered for purchase by a potential buyerWhen a buyer places an order, they are entering into a binding contract with the Seller to purchase those tickets or related passes *** our User AgreementTheir payment is remitted to StubHub and disbursed to the seller according to our payment policyBuyers cannot change or cancel any orders after the sale is complete as all sales are finalExcept for canceled events, buyers will not receive a refund for completed purchases
In regards to Mr***'s complaint, he purchased tickets to Dallas Stars at New York Islanders game on December 15, He contacted us immediately after the purchase was made and explained that he was only trying to look at the final price but the purchase went throughOur Customer Service team explained our policies as stated in the User Agreement, and informed him that we cannot cancel an order once it is placedWe offered to help Mr*** list the tickets for sale on StubHub to help recoup his money and offered to waive the selling fees if his tickets were to sell on StubHub
We truly apologize for the inconvenience this issue has caused Mr***He has since notified us that he was able to sell the tickets to get his money backAt this time we will not be issuing a refund or any further compensation on this order
Our policies regarding this issue have been noted and we 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 further assistance,
Sincerely,
***
StubHub Executive Customer Care
Complaint Response Date bumped because: Holiday
Final Consumer Response /* (3000, 6, 2015/12/17) */
I have since been able to re-sell the tickets at no financial loss or gain to meI do not need them to refund my money at this time, but I do think their practices are deceptive

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to
sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party
By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement
In reviewing *** *** order, she purchased three tickets for *** *** on *** This event was canceled on *** 21stAt that time, refunds were automatically processed for all buyers and payment recouped from sellers
*** *** contacted us stating that she had closed the bank account previously utilized to make this purchaseWhen refunds are processed in our system, they automatically go back to the card and account on fileOur records showed this refund was processed successfully and we advised *** *** contact the bank regarding the refund
On *** 4, we finally received notification in our system that the funds were rejectedOur system did not previously show this as systems that communicate with banking systems can be slow to updateOnce we were able to confirm this, on *** *** *** was issued a check for her full refund of $***The check will be delivered within business days from ***
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 Joseph Paoline’s complaint, Revdex.com Case ***. I understand that MrPaoline’s is dissatisfied with our process in regard to invalid tickets claims. I will address this concern as it pertains to StubHub policies.It may help to explain that
StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement
Seller responsibilities when listing and selling tickets on our site are addressed in Section of our User Agreement, which states:
StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperateWe may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies (e.g., by deliberately exploiting any policy loopholes)These actions may include, but are not limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, cancelling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe us or costs we incur due to your misconduct (including, without limitation, any costs associated with collection of delinquent accounts or chargebacks and any replacement costs)We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or as otherwise legally required
We want to make sure our buyers get the tickets they ordered in time for the eventIf anything goes wrong with an order - if a buyer gets invalid tickets, doesn't get the right tickets, doesn't get them on time, or doesn't get them at all - our marketplace suffersThat's why sellers may not get paid for their sales, may incur other fees, and/or may be subject to other consequencesPer our User Agreement and Seller Policies, it is up to sellers to make sure the tickets listed for sale on StubHub are validIf a seller delivers incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale, the seller will be subject to a replacement fee, other charges, and/or other consequences as outlined in our user agreementA full copy of our User Agreement and Seller Policies may be found at ***
If a buyer reports invalid tickets, buyers are required to complete an invalid ticket claim formWe notify the seller of the claim opened against the tickets and request documentation if the seller is disputing the buyer’s claim, advising that failure to do so would result in the charges being assessed to the order. The documentation requested is the original receipt of purchase, a scan report or any other proof from the venue showing that the tickets scanned as valid and were not scanned more than once, and any additional information to prove the tickets were valid or why the tickets became invalid.
We take any report of invalid tickets sold through our site seriously as it creates an extremely negative experience for the buyerWe stand behind our FanProtect Guarantee for both buyers and sellers. It is the seller’s responsibility to cooperate with an investigation and supply information. As the original purchaser of the tickets, the seller is the only one with access to the required documentation through the venue or their original point of purchase. We use the details provided by the claim in addition to the documentation provided by the seller to assess the situation and resolve the issue accordingly. The investigation process is in no way an accusation as we do investigate issues with both buyers and sellers alike. We are invested in determining the root cause of any issue reported to ensure that StubHub remains a safe marketplace for fans to buy and sell tickets.
We hope this addresses MrPaoline’s concern If I can be of any further assistance, please let me know
Sincerely,
Chris***
StubHub Executive Customer Care

Thank you for the opportunity to respond to MrGarvin’s complaint, Revdex.com Case ***I understand the concerns noted and will address this issue as it pertains to StubHub policies
It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy using our website, buyers and sellers agree to the terms of our User AgreementA copy of our User Agreement may be found at ***
Per our User Agreement, it I 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 MrGarvin’s account, he contacted us on 02/22/stating that he did not make the purchase of tickets for the completed order on his accountOur Trust & Safety team reviewed the order and account information, the IP address associated with the purchase, and social media accounts for MrGarvinBased on this review, our Trust & Safety team determined that this was a valid purchaseStubHub is able to see that MrGarvin added the credit card used to make the purchase while on the checkout screen for this orderAt that point, MrGarvin would have also confirmed the CVV code on the back of the credit card to complete the purchase. Since this was a valid purchase and the event has passed, we cannot provide a refund to MrGarvin per the terms of our User Agreement
We have nothing further to add at this time.
Sincerely,
Allie A
Executive Response Team

Initial Business Response /* (1000, 5, 2015/12/18) */
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
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
In reviewing this transaction, Mr*** sold tickets for a Phoenix Suns game on November 27, We received contact from the buyer on the night of the game advising that they were allowed into the venue but someone else came and had the same tickets and buyer was removed from seats, venue deemed other buyer's tickets valid
We notified Mr*** of the reported issue on the day of the event and requested that he respond to us within hours and provide his original receipt of purchase, a scan report from the venue, and any additional information regarding the tickets; this is every seller's responsibility as stated in Section of our User Agreement
Mr*** contacted us on 12/2/with some of the documentation to dispute the claim, however the scan report was not providedAs we did not receive the required documentation within the hour timeline, Mr*** was charged on 12/3/to recoup his payoutOn 12/6/2015, we did receive the scan report from Mr*** which provided information that the tickets were scanned into the venue more than once which caused the buyer to be removed from their seats
We understand that Mr*** is upset about the charge to recoup his payment of $However the tickets Mr*** provided his StubHub buyer were not valid for entry and per the terms of our User Agreement we are unable to pay Mr*** for this orderAs a courtesy, we have waived the additional charges Mr*** would be responsible for due to the invalid tickets being sold per our user agreement
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,
Sincerely,
***
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The venue has and is willing to confirm in way possible that my tickets are validMy account representative at the venue is standing by to confirm that my tickets were valid if stubhub would contact himThere is no question of validity because I am the season ticket holder and my tickets were only sold once to the stubhub buyerIt is more likely that the buyer of my tickets copied my tickets and either resold them or provided them to someone elseThis situation would have the same objective facts on the scan report as is present in my caseIf stubhub's position on my case is merely proving my tickets were validWhat evidence is logical to prove validity? I have already provided my season ticket receipt showing those seats belong to me for the entire year
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 10, 2015/12/24) */
Thank you for the opportunity to respond to Mr***'s rebuttal, Revdex.com Case XXXXXXXXI understand the concerns noted and will address this issue as it pertains to StubHub policies
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
Mr*** contacted us on 12/2/with some of the documentation to dispute the claim, however the scan report was not providedAs we did not receive the required documentation within the hour timeline, Mr*** was charged on 12/3/to recoup his payoutOn 12/6/2015, we did receive the scan report from Mr*** which provided information that the tickets were scanned into the venue more than once which caused the buyer to be removed from their seats
We understand that Mr*** is upset about the charge to recoup his payment of $However the tickets Mr*** provided his StubHub buyer were not valid for entry and per the terms of our User Agreement we are unable to pay Mr*** for this orderAs a courtesy, we have waived the additional charges Mr*** would be responsible for due to the invalid tickets being sold per our user agreement
Our policies regarding this issue have been noted, we do not have anything further to add
If I can be of further assistance, please let me know
Sincerely,
***
StubHub Executive Customer Care
Final Consumer Response /* (4200, 12, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the resolution because as it stands Stubhub's interpretation of the facts of this case have unfairly penalized me as a long time seller on stubhubI legitimately sold the season tickets that I own and did not duplicate them, but Stubhub refuses to accept thisConsequentlyI have deactivated the remaining listings that I have on stubhub and will sell my future season tickets on the nba ticket exchangeI hope that the $that stubhub would not refund me is worth the lost future revenuesThank you Revdex.com for at least attempting to resolve this