Stubhub.com

Initial Business Response /* (1000, 5, 2015/06/23) */
Thank you for the opportunity to respond to Mr***'s complaint, Revdex.com Case XXXXXXXXI understand that Mr*** is concerned about a charge assessed to his credit card due to an issue with an orderI can understand his concern and will
provide information as it pertains to StubHub processes and 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 Guarantee
In reference to Mr***'s complaint, when the tickets in question were sold on June 1, 2015, a confirmation email was sent immediately notifying Mr*** of the sale and advised to ship his tickets within business day which in this case would be on June 2, In the email provided, we also provided Mr*** a link to 'Report an Issue' along with the following note: "Reminder: If you're unable to deliver the ticket as promised, your payment method will be charged an amount generally equal to 20% of your ticket cost." Since the tickets were not shipped on June 2nd, a final reminder email was sent to Mr*** on June 4th advising to ship his tickets that day as failure to do so would result in the cancelation of the saleOn June 5, 2015, since Mr*** hadn't delivered to the ticket to his buyer as listed, as they were not shipped yet, we needed to make this issue right with his buyers under the terms of our User Agreement and FanProtectTM GuaranteeAs a result, Mr*** was not paid for the order (he did not deliver the tickets) and he was charged the 20% fee for nonfulfillment
On June 6th Mr*** called in wanting to dispute the charge as he claimed this issue was caused by delayed shipping errorAt that time he was provided with a charge dispute formSellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted aboveWe understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurredIn this case, our total cost to make it right for the buyer was $Per our user agreement, Mr*** would be responsible for this costHowever the form was reviewed and it was determined the charge would not be reversed as we would need to receive documentation proving this was a shipping errorAt this time the tickets have been returned to Mr*** and were delivered on June 9,
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, 2015/06/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As Ive already explained repeatedly, I gave the tickets to the UPS driver who picked them up from my house well within your timeframeWhile I agree that they weren't scanned in a reasonable amount of time, the issue is with UPS, not me, therefore I need this silly fee refundedPlease let me know when that has happened as I would like to continue selling on Stubhub but will not be able to if I expect that stubhub will keep screwing their sellers over and not helping theM
Final Business Response /* (4000, 11, 2015/07/17) */
Thank you for 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 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 Guarantee
As previously noted, we provided a charge dispute form to Mr*** to dispute the charge of $Mr*** was advised once the form was provided back to us that we would reassess the charges and if there was a shipping error any charges would be reversedMr*** was asked to provide documentation from UPS with the tracking number, date and time the packaged was picked up to confirm it was shipped before June 5thMr*** returned the charge dispute form but did not provide any documentation from UPS to show it was a shipping errorOur policies regarding this issue have been notedAs we have not received the required documentation with the UPS information from Mr*** we are not in a position to provide a full refund of the $104.87, however as a one-time courtesy we have waived 50% of this chargeIn the future we would advise Mr*** to use a UPS staffed facility when shipping out a package as this will provide him with a receipt and tracking information
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
Final Consumer Response /* (4200, 13, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
while I appreciate the 50% refund, I still fail to see why UPS not providing certain documentation is something I am being held financially liable forYou ought to bill them, rather than me, since I didn't do anything incorrectly with regard to his transaction

Initial Business Response /* (1000, 5, 2015/10/08) */
Thank you for the opportunity to respond to Mr***'s complaint, Revdex.com Case XXXXXXXXI understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a secondary ticket
marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third 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 Guarantee
In reference to Mr***'s complaint, Mr*** listed a Michigan Wolverines Football ticket for sale on September 19, StubHub is partnered with the University of Michigan which allows sellers to enter the barcode on the ticket for electronic deliveryDue to our partnership with the University, they have the right to restrict the resell of certain types of tickets such as Student or Faculty ticketsAfter Mr***'s ticket sold on September 20, he contacted us because our system was not accepting the barcodeUpon further review of the ticket we found that it was failing due to being a Student ticketWe informed Mr*** of this and explained the order would need to be canceled
Due to Mr*** being unable to fulfill on the order, on September 27, per the terms of our User Agreement, we had to replace the order to make the situation right for his buyerAs a result, Mr*** was not paid for the order and he was charged the 20% fee for nonfulfillment
Sellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted aboveWe understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurredIn this case, our total cost to make it right for the buyer was $Per our user agreement, Mr*** would be responsible for this costHowever as a onetime courtesy we have issued Mr*** a refund of the fees assessed in the amount of $
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, 12, 2015/11/09) */
Stubhub should update its site in order to provide more transparency to usersBy simply providing additional information on sales pages or actually informing users regarding the status of these tickets (since they have this information as they informed me), they can avoid confusion and misleading customers in the future
Final Business Response /* (4000, 14, 2015/11/10) */
Thank you for the opportunity to respond to Mr***'s rebuttal, Revdex.com Case XXXXXXXXI understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third 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
As previously explained, StubHub is partnered with the University of Michigan which allows sellers to enter the barcode on the ticket for electronic deliveryDue to our partnership with the University, they have the right to restrict the resell of certain types of tickets such as Student or Faculty ticketsThis information is listed on our site as well as through the University of Michigan's websiteIt is the seller's responsibility to ensure the ticket they list for sale is valid and can be resold
We apologize for the frustrating experience this caused for Mr***, however our policies regarding this issue have been notedWe do not have anything further to add
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of any further assistance
Amy
StubHub Executive Customer Care

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 the charges applied to *** *** account are validWe can see that *** *** stated he no longer had the tickets to fulfill on the order in which the charge was applied and shortly after *** *** relisted the tickets back onto site at a higher dollar amount, which the listing was removed from our site per the violation of the User AgreementAs *** *** agreed the terms of our User Agreement when listing the tickets onto the site, all charges will stand
Thank you for the opportunity to provide specific information about StubHub, at this time we have nothing further to add
Sincerely,
***StubHub Executive Customer Care

Thank you for the opportunity to respond to *** *** complaint, Revdex.com Case #***I will provide information as it pertains to StubHub policies
It might help to explain that StubHub is a 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 ent***g 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: ***
Unfortunately, with the information provided by *** *** we are unable to locate an account or purchaseThe information above does outline our policies in regards to *** *** complaintWe would be happy to review *** *** purchase further however we will need more information such as the email that the tickets were purchased under or a valid order number
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

Final Consumer Response /* (2000, 6, 2015/10/14) */
I received correspondence today correcting the issue I haveThey are currently in the process of refunding the money I was charged
Please close this dispute
Thank you!

Complaint:***I am rejecting this response because: I listed that I wouldnt have tickets until *** 3. That was my intention from the very beginningIf it want listed that way a mistake was made by Stubhub.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/12/16) */
Thank you for the opportunity to respond to Ms***'s complaint, Revdex.com Case XXXXXXXXI understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a secondary
ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third 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
In reference to Ms***'s complaint, she sold tickets to the Big Ten Championship on December 2, and successfully delivered the tickets to her buyer the same dayHer payment of $started processing the following business day December 3, Typically payments issued to PayPal take business days to complete, however due to an issue with our system Ms***'s payment has been delayedOur payments team is working to resolve all delayed payments as quickly as possibleDue to the delay and inconvenience this has caused, we have waived the 10% sell fee on Ms***'s order and she will be receiving an additional payment of $which was originally deducted from her payout
We sincerely apologize for the delays Ms*** has experienced, however we are working to resolve the issue as soon as possibleOnce the payments are successfully deposited into Ms***'s PayPal account she will be notified by email
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 Business Response /* (1000, 5, 2015/11/05) */
Thank you for the opportunity to respond to Mr***'s Revdex.com complaint, case XXXXXXXXI understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a secondary ticket
marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third 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 with valid tickets, the buyer experience and the reputation of all our sellers sufferFor all sellers, we require authorization of a valid credit card prior to listing ticketsIf, at any time, sellers list tickets with inaccurate or misleading information, fail to deliver tickets as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers are held responsible for any and all charges 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 buyerOverall, failure by sellers to fulfill their responsibilities could result in penalties
In reference to Mr***'s complaint, he purchased tickets to a Houston Rockets at Miami Heat game on November 1, which he was unable to use because the tickets were deemed invalid by the venueWhen Mr*** reported the issue to us we first tried to locate comparable replacement tickets under the terms of our FanProtect GuaranteeHowever Mr***'s order had to be cancelled as he was already at the game and had no way of printing the new replacement ticketsThe full refund of $was issued to Mr*** on November 1,
We understand Mr***'s concern and frustration with the situation, however because we are a secondary ticket marketplace we do not own any tickets listed on our siteDue to this we provide protection against situations that may arise through our FanProtect GuaranteeIn addition to our FanProtect Guarantee, StubHub investigates all invalid ticket claims to determine the course of action taken against the sellerWe truly apologize for the poor experience this caused for Mr***For the inconvenience I have issued Mr*** an additional coupon of $to his StubHub account
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,
Sincerely,
***
Executive Customer Care

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted]. 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 events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
 
By accessing or using our website, buyers agree to the terms of our User Agreement. It 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 passes. All sales are final with the exception cancelled events or when a seller does not fulfill an order as listed. As 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 Agreement. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
 
In reviewing [redacted] sale, he sold two tickets for [redacted] listed as [redacted] delivery. [redacted] contacted us stating there was a delay on the tickets, and later contacted that he was unable to get hard tickets. [redacted] was advised that we do not allow will-call fulfillment and only allow fulfillment via [redacted] or PDF. [redacted] was also told by our Customer Service agents that this order would be sent to our replacements team to see if an exception could be made to fulfill via will call or if his sale would have to be canceled.
 
As [redacted] was not able to fulfill this order as listed, this order had to be canceled. We are not able to facilitate will-call fulfillment. [redacted] was not advised this fulfillment method was accepted, but was advised that we may be able to accept will-call. This is not accurate and we understand that due to this expectation, [redacted] had a more negative experience. Because of this, [redacted] cancellation charge was waived.
 
Our seller policies explain that if a sale is canceled, sellers are liable for all charges we incur to make it right for the buyer to meet our obligations under the FanProtect Guarantee. In this case, our total cost to make it right for the buyer was $[redacted]. Per our User Agreement, [redacted] would be responsible for this cost. However, as a one-time courtesy, we have reversed the charge. As [redacted] tickets were not delivered to the buyer, he will not be paid for these tickets.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
Kaila
StubHub Executive Customer Care

Complaint: [redacted]I am rejecting this response because:This a carbon copy of the first response. I was bated into putting the incorrect seat numbers in by stub hubs automatic auto seat fill button that is automatically selected for you as a buyer that is wrong 100% of the time. I am owed $[redacted] by stub hub. I am sure they will not pay so I ask that the Revdex.com gives them a horrible rating and lets other sellers know about there deceptive business practices. Sincerely,[redacted]

Thank you for the opportunity to respond to [redacted]’ Revdex.com rebuttal, case [redacted]. 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 events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. A copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement.
 
In reviewing [redacted]’ canceled order, she sold two tickets on [redacted] 3 for the [redacted]! At the Disco. When she contacted us regarding fulfilling the sale, we explained she was not able to fulfill a sale with Flash Seats. When sellers list, they select that they will deliver tickets via PDF upload or ship via [redacted]. In this case, fulfillment was restricted to [redacted] only for this event. This is due to the fact that we know that all electronic tickets are flash seats or mobile tickets and not valid PDF’s. When sellers list for this event specifically, they are advised “If there is only one delivery method for this event, it has been selected for you” and for all non-approved sellers, the selected option is “I am ready to ship.” [redacted] created a [redacted] listing.
 
We advise sellers both before they create listings and again in the confirmation email for listings that they agree to our Seller Policies when they list. If users are unfamiliar, they can click on the words “Seller Policies” in either the sell flow or from their confirmation email as the words are a link. Our Seller Policies outline that sellers are not permitted to list paperless tickets or flash seats. Any users who are permitted to list these types of tickets are pre-approved large sellers and are aware they are being provided with an exception to the User Agreement. All other sellers need to follow our Seller Policies as outlined.
 
[redacted] agreed to our User Agreement and Seller Policies when she listed. As she did not follow our outlined Seller Policies, this cancellation is valid. As this cancellation charge is valid, no compensation can be provided and this charge will remain as an owed balance on [redacted] StubHub account.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
 
Kaila
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/11/18) */
Thank you for the opportunity to respond to Ms. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
It might help to explain that StubHub is a secondary...

ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When 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 Agreement. As 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 ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund."
In reference to Ms. [redacted]'s complaint, it appears UPS reported the package as damaged and the merchandise was missing from the package. This is why the tickets were not delivered to Ms. [redacted] as originally noted in her confirmation email. As part of our Fan Protect Guarantee we offered Ms. [redacted] a full coupon in the amount of $291.18 to purchase new tickets. Our User Agreement states, "If you don't receive the tickets you ordered by the date communicated to you when you placed your order or in subsequent communications, notify StubHub. StubHub will, in its sole discretion, attempt to locate and facilitate delivery of your tickets, provide you with comparable or better replacement tickets at no additional cost, issue you a full refund (including any fees and shipping/handling charges), or issue you a FanCode (coupon) for use on a future purchase."
As explained in the User Agreement, we provided Ms. [redacted] a full coupon to purchase replacement tickets. Ms. [redacted] has already used the coupon and purchased replacement tickets which were delivered to her successfully on November 12, 2015. At this time we are not in a position to provide any further compensation for the issue.
Please let me know if I can be of further assistance in this matter.

Sincerely,
[redacted]
StubHub Executive Customer Care

Thank you for the opportunity to respond to Mr. Shelton’s Revdex.com case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
It might help to explain that StubHub is a 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 site. When buyers place an order for tickets on our site, they are purchasing from a third party individual seller. In 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 seller. This 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 orders. This date is presented during purchase process to make sure all buyers are aware of the date a seller expects to deliver the tickets. This 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 Agreement. It 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 passes. All sales are final with the exception cancelled events or when a seller does not fulfill an order as listed. Buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As 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 Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. A copy of our User Agreement may be found at: [redacted].
 
In reviewing Mr. Shelton’s order, he purchased two tickets on March 23, 2018 to the Chicago Cubs at Cincinnati Reds on April 2, 2018 on the StubHub app. Before finishing checkout, Mr. Shelton was presented with the purchase details including the total cost of $348.72 which included buying fees of $72.72 and continued to complete the purchase process.  In Mr. Shelton’s complaint, he states that he was not asked to provide the security code on his card at the time of checkout. This did not occur while checking out because Mr. Shelton paid using PayPal and would not be asked for that security code. However, because Mr. Shelton was provided with a confirmation screen including all of the ticket details before checking out, we are not in a position to offer any compensation per the terms of our User Agreement. If Mr. Shelton is unable to use the tickets at the time of the event, 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 case. If I can be of any further assistance, please let me know.
Sincerely,
GarrettStubHub Executive Customer Care

Thank you for the opportunity to respond to Mr. [redacted] Revdex.com complaint, case [redacted]. 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 events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As 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 ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund.
 
Our User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As 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 Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
 
In reviewing [redacted] order, he purchased two tickets on [redacted] for the [redacted] versus [redacted] basketball game on [redacted]. This was the second of three purchases made over a thirty minute span. The orders before and after this purchase were for two other [redacted] games. All three of these purchases were made from the same IP address and device and confirmation emails for all three purchases were sent immediately after ordered. The tickets for this order were uploaded on [redacted] and viewed by [redacted] on [redacted].
 
Based on this information, our trust and safety team was able to confidently confirm that this order is valid. As noted above, our User Agreement explains that all valid sales are final and refunds are only provided in the case of a canceled event, invalid, or misrepresented tickets. As these tickets were delivered as listed, were valid for the event, and this purchase is valid, no refund can be provided.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
 
[redacted]
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/09/06) */
Thank you for the opportunity to respond to Ms. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I understand that Ms. [redacted] 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 events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. 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 ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You 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 5 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 cooperate. We 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 event. If 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 suffers. That's why sellers may not get paid for their sales, may incur other fees, and/or may be subject to other consequences. Per our User Agreement and Seller Policies, it is up to sellers to make sure the tickets listed for sale on StubHub are valid. If 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 agreement. A 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 form. We 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.
In reviewing Ms. [redacted] complaint, Ms. [redacted] sold one ticket for the 1989 World Tour - Taylor Swift event. On the night of the event, the buyer contacted us and stated that the tickets were invalid and they could not gain entry. In addition to the tickets not being valid for entry, the buyer was not provided with correct tickets. As we had to make this situation right with our buyer under the terms of our FanProtect Guarantee, ultimately Ms. [redacted] was charged for mis-listing tickets and providing invalid tickets.
We notified Ms. [redacted] of the reported issue on the day of the event and requested that she respond to us within 48 hours and provide her 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 5 of our User Agreement.
While we understand Ms. [redacted] disagrees with our policy and processes, we take any report of invalid tickets sold through our site seriously as it creates an extremely negative experience for the buyer. We 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 are more than happy to help Ms. [redacted] resolve this issue to her satisfaction once we received the requested documentation.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
Sincerely,
[redacted]
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are several things that frustrate me with their response. First, they're backtracking on things in their emails to me, which is silly because that can be proved. I was not given 48 hours, they charged me right away without even letting me defend myself. Which I also couldn't since I was on vacation.
Two, they haven't assisted me with anything besides sending me what they sent above. It's pretty much the same. I have a million questions but no one is answering them.
I want to know why I need to provide any other proof other than the receipt of the ticket that was uploaded. It was from Ticketmaster, I don't see why other than that the ticket would be invalid. Also, why would the venue care what is said on Stubhub? Do you know how many times I had a seat slightly off on my ticket bought from Stubhub but yet I still got in? Next, how the [redacted] am I to get EVERY SCANNED ticket from the concert?! Do you know how much of a joke I sounded? I wanted the scanned ticket for a sold-out concert that had 55,000 people? Oh and that I couldn't look up the ticket because I don't have the information of the original ticket because Stubhub does or the person does? Also, it still doesn't make sense why they noticed the mistake number 8 months later.
Stubhub hasn't been of assistance in answering any of my questions, which is why I am here. Also, I have sold many tickets on Stubhub without any issue, I also sold my ticket for less than the face value, so this wasn't for making money.
Lastly, the only payment I will make will be for the mistaken extra number, I refuse to pay the amount of the ticket.
Final Business Response /* (4000, 9, 2015/09/17) */
Thank you again for giving us the opportunity to respond to Ms. [redacted]'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 events. We do not own any of the tickets listed on our site. When 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 Agreement. As 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. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. For 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. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You 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 suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. However, 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, Ms. [redacted] sold a ticket for 1989 World Tour - Taylor Swift event. The buyer was unable to gain entry as the ticket was deemed invalid from the venue. In accordance with our User Agreement, Ms. [redacted] was charged to recoup her payment for the sale and charged an additional fee to cover the cost in incurred to make it right with her buyer. While we understand Ms. [redacted] disagrees with our policy and processes, we are not in a position to refund the charges assessed unless the proper documentation is provided. As we are not the original purchaser of the tickets we are unable to contact the venue directly to get the documentation. As previously stated, we are happy to review Ms. [redacted] claim again once we received the requested documentation. Our policies regarding this issue have been noted. We do not have anything further to add.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of any further assistance.
[redacted]
Executive Customer Care Team
Final Consumer Response /* (4200, 11, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, none of my questions were directly answered and the same lines were said as in emails and their last response. Why don't you guys treat us like actual people, help us like you said you would be more than happy to do so and just answer my questions?
I refuse to pay.

Complaint: [redacted]I am rejecting this response because:
 
Stubhub just copied and pasted their original response to me again. How could that at all be acceptable ?  Stubhub continues to disregard what I am saying. And continues to NOT look for a way to resolve my issue. Just keeps copying and pasting the same thing.   Unbelievably poor service. Sincerely,[redacted]

Thank you for the opportunity to respond to Ms. Carrano’s complaint, Revdex.com Case [redacted].  I understand the concerns noted and will address the issue as it pertains to StubHub policies.
 
We apologize if this has been frustrating, as we try to avoid issues like this whenever possible. However, we have no record of Ms. Carrano adjusting or deleting her listing prior to the sale of her tickets. As a result the charge is valid and will stand.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
 
Chris [redacted]
StubHub Executive Customer Care

Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/11/04) */
Thank you for the opportunity to respond to Mr. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I have reviewed this matter and understand that Mr. [redacted] is dissatisfied with the price paid for tickets to a concert. I will provide information as it...

pertains to StubHub policies.
It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When 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 Agreement. As 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 ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund."
In reference to Mr. [redacted]'s complaint, Mr. [redacted] purchased tickets to the World Series game 4 which was scheduled to take place on October 31, 2015. The seller on his order contacted us on October 21, 2015 to advise us the tickets were listed incorrectly. The seller has the responsibility to report an issue immediately no matter how much time has passed. We immediately attempted to locate Mr. [redacted] comparable replacement tickets at no additional cost per our FanProtect Guarantee as stated above, but unfortunately, there were no comparable tickets in price. Please keep in mind when it comes to comparable replacement tickets they are at StubHub's discretion. At that point we had to process a full refund back onto Mr. [redacted]'s credit card per our FanProtect Guarantee.
We understand Mr. [redacted]'s frustration with the situation and initially we processed two coupons in the amount of $120.50 to help resolve the issue. As an additional courtesy, we issue an additional coupon of $160.00 for a total of $401.00 in coupons. With the full refund he was provided and the coupons he was able to purchase new tickets to the event. At this time we are not in a position to provide Mr. [redacted] with any other compensation.
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
Sincerely,
[redacted]
StubHub Executive Customer Care

Thank you for the opportunity to respond to Mr. Graham’s complaint, Revdex.com Case [redacted] I understand the concerns noted and will address this issue as it pertains to StubHub policies.
 
To address Mr. Graham’s question, I believe that account removal from the system is determined on a case by case by our Trust and Safety Team. I cannot foresee them taking an inordinate amount of time to do so, and once Mr. Graham’s account was deactivated personal data is no longer available for StubHub’s use.
 
If I can be of any further assistance, please let me know.
 
Sincerely,
 Chris [redacted] 
StubHub Executive Customer Care