Stubhub.com

Thank you for the opportunity to respond to [redacted] rebuttal, Revdex.com Case [redacted]. I understand the concerns noted and will address the issues as it pertains to StubHub policies.
As noted previously, [redacted] had the primary ship out the tickets to the buyer, even though the tracking information was provided which is required due to using a different delivery method, the tickets were not delivered to the buyer. Unfortunately, as the order was not fulfilled and we do not allow Will Call pick up, the order was cancelled per the terms of our FanProtect Guarantee. As a courtesy, [redacted] was not charged anything additional for the cancelled sale which in most cases the seller will be charged for the cost of replacement tickets. We are not in a position to offer any payment for this sale as it was cancelled. We do not have anything further to add.
Sincerely,
[redacted]StubHub 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 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: 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 tickets to the event or provide a full 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.
 
Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to 40% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the full cost of replacements.
 
In reviewing [redacted] StubHub account, he sold four orders for Twenty One Pilots tickets on our site. One order was fulfilled by shipping hard stock tickets to his buyer, and the other three orders sold as electronic delivery. In [redacted], [redacted] fulfilled these sales with screenshots of mobile tickets. These are not valid electronic tickets as valid PDF tickets are distributed as PDF tickets from the primary. Creating PDF’s out of screenshots of tickets is not a valid method of fulfillment. On [redacted], our internal system flagged [redacted] sales as being fulfilled with invalid PDF’s and his orders were sent to our replacements team.
 
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 Guarantee. On orders [redacted], [redacted] was charged $[redacted] to recoup payment for this sale and a $[redacted] cancellation charge. On order[redacted], he was charged $[redacted] to recoup payment and $[redacted] for the cancellation charge/cost of replacements. Both of these charges failed to process to a credit card on file and remain as credit memos on[redacted] StubHub account.
 
Order 200482387 was not canceled, though [redacted] was advised that all three were. The buyer of this ticket was unable to enter the venue with the mobile ticket [redacted] had provided. 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.
 
We take any report of invalid tickets sold through our site very 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. 
 
As [redacted] never received an order cancellation email stating this sale was canceled and the buyer was rejected at the gate with the provided tickets, [redacted] was advised the subsequent charges on this sale were valid. However, we understand that [redacted] was advised on [redacted] that all the sales where mobile tickets were used to fulfill were canceled. Because of this, the cancellation charge for order 200482387 can be waived.
 
On this sale, [redacted] was charged $106.20 to recoup payment for the order, and $118.00 for the cancellation charge. Both of these charges failed to successfully process to a credit card on file and remain on [redacted] StubHub account as an owed credit memo. Due to this error, the credit memo for $118.00 has been removed. The second credit memo is valid as [redacted] will not be paid for a ticket the buyer was unable to use.
 
The charges and credit memos from the two canceled sales will remain valid as well as the credit memo to recoup payment for the third sale, however the penalty charge on the third sale has been removed due to the misinformation provided to Mr. Wahl.
 
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

Thank you for the opportunity to respond to Mr. Pircio’s Revdex.com rebuttal, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
 
In reviewing Mr. Pircio’s StubHub account, which was opened in 2016 to purchase US Open tickets, he is unsubscribed from promotional emails. This was escalated to our technical team and they confirmed this is a site error that has affected multiple users and prevents some users from being successfully unsubscribed. We are working to resolve this internal error.
 
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

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]

Complaint:[redacted]I am rejecting this response because:
Had Mr. Chris [redacted] read my initial request he would have seen that because I was unable to even get to the doors, there is no way to prove the validity of the tickets.  I gave ore than enough time to try to gain access to the show.  We waited in line for an entire hour after the concert was scheduled to start and the line did not move.  It looks like it was oversold, again I would not know because I was not able to validate that my tickets were in fact genuine.  Sincerely,[redacted] Clanin

This copy and paste ridiculous message. They call me Mr. Shepherd. This is ridiculous. I selected the 27th and received the 26th. It isn't a matter of how I understood it. It's a matter of the date that was reflected in pixel form on my monitor. The tickets I purchased said the 27th.Complaint: [redacted]I am rejecting this response because:Sincerely,Wesley [redacted]

Complaint: [redacted]I am rejecting this response because:
A purchase was made in error.  I attempted to gain a refund immediately after purchase and was rejected. I was not adequately notified that all sales are final.  Sincerely,[redacted]

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]

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case [redacted]. 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 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.
In reviewing this transaction, [redacted] sold 2 tickets for a concert taking place on [redacted]. We received contact from the buyer advising that they were not allowed into the venue as the tickets were deemed invalid as they were already scanned.
We notified [redacted] of the issue with the tickets provided and requested documentation be sent in to dispute this claim. On [redacted], [redacted] contacted us with a scan report from the venue which showed that the sold tickets seats 18 and 19 were never scanned into the event however seats 22 and 23 had scanned into the venue twice and those were the seats which were uploaded to this sale. Due to the incorrect tickets being delivered to the buyer, the buyer was rejected from the event and we recouped the payment [redacted] received as well as applied additional charges to rectify the situation for the buyer.
On [redacted], we received a letter from [redacted] stating that she should not be held liable for this error as she had contacted us with upload issues and was assisted by a Customer Service representative. In reviewing the order further, we did determine that the error was not caused by a Customer Service representative however the issue could have been prevented had the representative reviewed the tickets [redacted] had uploaded when calling for assistance. Due to this, as a one-time courtesy [redacted] has been paid for the order and all charges have been reversed.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
Sincerely,
ErinStubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case #[redacted]. 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 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: www.stubhub.com/user_agreement. In reviewing [redacted] account, he placed an order for [redacted] on 11.19.[redacted] which took place however [redacted] did not complete the concert. Due to this, we had to take steps to ensure that all original purchasers for this event who purchased tickets through the primary were being refunded prior to the event being cancelled on site. Once StubHub confirmed the event was cancelled with the primary all orders on site were cancelled and [redacted] received a full refund. Refunds do take up to 5 business days to process depending on your banking institution. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of any further assistance. Sincerely, Erin 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]

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 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: stubhub.com/user_agreement.
 
In reviewing Mr. Vangel’s purchase, he ordered two tickets for [redacted]. This event was originally scheduled to have [redacted] and [redacted] as the main fight. The evening of the event, the venue announced [redacted] had fallen ill and that fight had been canceled. They made the fight between [redacted] and [redacted] the main fight for the[redacted]. 
 
Though there were reports that original purchasers were able to get refunds if they did not use their tickets, the tickets were still valid for the [redacted] event and it was not considered canceled by primaries. When events are postponed or canceled, we wait for the primary to announce how they are handling the event to do the same. In this case, as this event was not considered entirely canceled, we were not able to issue refunds to our buyers. As a ticket martketplace, we aren’t responsible for lineup changes, which this essentially was, and cannot offer refunds in those scenarios.
 
As we understand that [redacted] did not attend the event at all and had a negative experience trying to resolve this with us, we have processed a full credit to[redacted] StubHub account as a one-time courtesy. The full amount[redacted] paid of $[redacted] is now on his StubHub account as a coupon and can be used any time in the next year on a purchase.
 
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

Complaint: [redacted]I am rejecting this response because:
I did make contact with StubHub during the setup of my account both through the phone and live chat on the internet. There were various issues setting up my address before I even began entering my banking info.
The issue with the system used on the website in regards to the banking info is as follows:
I contacted my bank for the routing number they use for the account that I had set up with them. I entered this number into StubHub's system to which an account came up with a bank that has affiliation to the bank that I use. However, after not receiving my payment and checking with my financial institution I did some research on my own as StubHub's customer service team refused to help me solve the issue. Upon further looking into the problems that I was having, I found that both my bank in Canada and another bank in the U.S. use the same routing number. StubHub's system did not pick up on this or give me the option to choose the institution or further declare which bank I would have liked to add to my account and automatically set up the wrong banking account. 
The payment they made out ended up going to the wrong bank because their system did not recognize the routing number for my bank. This is an issue with the system that they have in place and they should reimburse me for the mistake accordingly. They should be responsible for collaborating a refund from the bank that they originally sent the payment to as it is a glitch on their end.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/28) */
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 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 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. 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, and you will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. 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. Except for canceled events, buyers will not receive a refund for completed purchases and buyers cannot change or cancel any orders after the sale is complete; all sales are final. 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 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 prices. In most cases, the prices found on our website will be based on market value, popularity of the event, and seat location. However, pricing can also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of events. As we are an open marketplace for tickets, we do not restrict our sellers in regard to pricing above or below face value. It 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' business. When 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 regulations. Additionally, 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 Policy. You are buying tickets from a third party; StubHub is not the ticket seller. Prices 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 Mr. [redacted]'s concerns stated in the complaint. However the listed ticket price was accepted when he completed the purchase on our website. Since we paid the seller based on the listed price for the tickets, per the terms of our User Agreement, we are not in a position to provide Mr. [redacted] with a refund for the purchase. As a onetime courtesy, we are willing to offer Mr. [redacted] a partial refund of the fees in the amount of $27.96. We have emailed this offer to Mr. [redacted]. Also Mr. [redacted] has the option to list the tickets for sale on StubHub if he no longer wants to keep the tickets. If he decides to list the tickets we will waive the selling fee when they sell.
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 Consumer Rebuttal /* (2000, 7, 2015/10/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Final Consumer Response /* (2000, 6, 2015/08/26) */
Thanks for the quick response. They agreed to refund our original order price. We did receive an order cancellation notice for our sale. It did mention that we could be charged a fee but nothing so far.
We will follow up if any other issues...

should arise.

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case [redacted]. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
It is stated in our User Agreement under Seller Policies - No guarantee: StubHub does not guarantee that your tickets...

or related passes will sell or that your listing will appear on the site within a certain time after it is posted. StubHub will not, for any reason, provide compensation for tickets that do not sell, even if it is due to Site unavailability from an outage or maintenance or listing delays.
In reviewing this complaint, [redacted] listed 2 tickets for [redacted] vs [redacted] on 6/7/** for a game taking place on 6/18/**. Any listings created for this event that required [redacted] delivery expired off the site 5 days prior to the event taking place.  Due to [redacted] not being provided with this information and the tickets not being returned in time for the event, we have reached out to [redacted] and offered to pay the Face Value of the tickets once documentation is provided.
If I can be of any further assistance, please let me know.
 
Sincerely,
 
Erin
StubHub Executive Customer Care

Complaint: [redacted]I am rejecting this response because: The [redacted] is calling this event cancelled. It  has not been rescheduled and there is no indication it will be.  Therefore, StubHub should follow their policy about cancellations, not about postponements as a postponement assumes a rescheduled event, which is not the case with this [redacted] concert.  Both the promoter ([redacted]) and [redacted] herself (on her website) have said fans can receive a refund for these cancelled events.  Sincerely,Joseph Wallace

Thank you for the opportunity to respond to Mr. Braddix’s Revdex.com complaint, Revdex.com 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 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 FanProtect Guarantee buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you 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 StubHub User Agreement.
As noted above, by using our website, buyers and sellers agree to the terms of our User Agreement.  Section 5 in our User Agreement states the following:
StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to 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. These actions may include, but are limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, canceling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe or costs we incur due to your misconduct. 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 otherwise legally required.
A full copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
Our Trust & Safety team reviews all issues in which our buyers or sellers do not meet the terms of User Agreement, as they did in this situation. Due to our privacy policies, we are not able to provide further details for this particular case other than a full review was made by our Trust & Safety team and action  was taken based on the results of the review showing that Mr. Braddix violated the terms of that agreement.
Thank you for the opportunity to provide information about StubHub. If I can be of any further assistance, please let me know.
 
Sincerely,
 
Chris [redacted]
StubHub Executive Customer Care

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.
 
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.
 
In reviewing [redacted] order, he purchased four tickets listed as Section D, Row 3, and seats are guaranteed to be together. As sellers may not always have their tickets in their possession when they list on StubHub, sellers are not required disclose their seat numbers in their listing. 
 
When [redacted] contacted us and requested to cancel his order, we explained that due to our marketplace and user agreement as noted above, we are unable to cancel any orders after they have been placed. Once an order is placed, sellers receive a notification that their tickets have sold and are provided a time frame to deliver their tickets. As sellers are paid for tickets they list and deliver in accordance with our User Agreement, we are not able to cancel orders.
 
Instead, we offered [redacted] to relist these tickets if he did not wish to keep them. As a one-time courtesy, we also offered to waive [redacted] sell fee if he chose to relist his tickets. We also offered, via voicemail, to waive [redacted] purchase fee as well. This was initially offered as a courtesy to assist in relisting, so [redacted] would not be charged a buying or selling fee if he chose to relist his tickets. As [redacted] did not contact our customer service team after this voice mail, though the offer was noted, it was never processed.
 
At this time, as this refund was previously offered, [redacted] purchase fees of $[redacted] has been refunded. Please allow 3-5 business days from today, September 28, for this to be received.
 
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

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com 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 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: 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. 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 40% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee.
 
In reference to [redacted] complaint, when the tickets in question were sold on [redacted] 16, [redacted], a confirmation email was sent immediately notifying [redacted] of the sale and advised to ship her tickets within 1 business day which in this case would be on [redacted] 17, [redacted].  In the email provided, we also provided [redacted] a link to ‘Report an Issue’ along with the following note: “Remember: You're responsible for delivering tickets on time and as promised or your sale may be cancelled. If it is, you may be charged as described in ourseller policiesand may be subject to other consequences, including additional fees or account suspension.” Since the tickets were not shipped on [redacted] 17th, a final reminder email was sent to [redacted] on [redacted] 17th advising to ship her tickets that day as failure to do so would result in the cancelation of the sale. At the end of the day on [redacted] 17, [redacted], since [redacted] hadn’t delivered to the ticket to her buyer as listed, as they were not shipped yet, we needed to make this issue right with her buyer under the terms of our User Agreement and FanProtectTM Guarantee. As a result, [redacted] was not paid for the order (she did not deliver the tickets) and she was charged the 40% fee for nonfulfillment.
 
On [redacted] 17th [redacted] called in wanting to dispute the charge as she claimed this issue was caused by not seeing the listing any longer in her account. At that time she was advised that the listing was no longer appearing under the ‘listings’ section as it had sold and would appear under the ‘sales’ tab. Sellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted above. We understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. 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 and we will not be able to reverse this charge as she was notified of the sale of her tickets.
 
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
 
Andrea
StubHub Executive Customer Care