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

Initial Business Response /* (1000, 5, 2015/07/15) */
Thank you for the opportunity to respond to Mr. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
It may help to explain that StubHub is a secondary ticket...

marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment 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. 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.
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.
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.
In reviewing these transactions, Mr. [redacted] sold a total of 6 tickets between December of 2014 and January of 2015 for Taylor Swift taking place on 6/13/2015. We received contact from the buyers on the night of the concert advising they were not allowed into the venue as the tickets were deemed invalid as they were already scanned.
We notified Mr. [redacted] of the reported issues on 6/15/2015 and requested that he respond to us within 48 hours to provide his original receipt of purchase, a scan report from the venue, and any additional information regarding the tickets; this is every seller's responsibility as stated in Section 5 of our User Agreement.
Mr. [redacted] responded within 24 hours explaining that he was informed by Ticketmaster that there was an issue with the tickets on their end, we did advise Mr. [redacted] of the documentation still needed to dispute this claim. As we did not receive the required documentation from Mr. [redacted] confirming the issue was from the primary ticket source within the provided timeframe. This resulted in the charges of $104.40 and $54.00.
We understand that Mr. [redacted] is upset about the charges. However the tickets Mr. [redacted] provided his StubHub buyer were not valid for entry and per the terms of our User Agreement he is liable for the cost we incur to make it right for his buyer. Mr. [redacted] has since provided the proper documentation and we have confirmed with Ticketmaster that there was an issue with the tickets on their behalf which resulted in the StubHub buyer's being denied entry. As the issue was not caused by any action on Mr. [redacted]'s behalf, we have issued him a refund for both charges $104.40 and $54.00 as a courtesy.
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 /* (2000, 7, 2015/07/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Stubhub did issue a refund for the charges.

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

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

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

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

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.)

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 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

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]

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

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]

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.

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]

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 Mr. Cooper’s complaint, Revdex.com Case[redacted].  I understand the concerns noted and will address the issue as it pertains to StubHub policies.
 
We deeply apologize that the seller for Mr. Cooper’s order was unable to fulfill the sale with the tickets promised. StubHub did offer replacement tickets for this situation, and they were the closest seats we had available on site to the original seats. Since Mr. Cooper did not care for these seats, we provided a full refund. While StubHub does penalize sellers for this type of situation, we would not be able to disclose information about specific charges due to privacy concerns. StubHub charges sellers so as to cover the cost of issues like this, the multiple customer contacts to our customer service team created by the situation, and the cost of replacement tickets if applicable. StubHub is only capable of refunding the amount paid to buyers, but would have gladly assisted Mr. Cooper in getting tickets in another section for the show he was planning to attend or for another performance if he so chose. Again, StubHub apologizes for the inconvenience this must have caused and we hope Mr. Cooper is still able to attend the show, and that we get another chance to earn back his confidence in the future.
 
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

Initial Business Response /* (1000, 5, 2015/09/10) */
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 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.
In reviewing this transaction, Ms. [redacted] sold 2 tickets to Neighborhood Awards for August 9th, 2014. We received contact from the buyer on the night of the event advising that they were not allowed into the venue as the tickets were deemed invalid as they were already scanned.
We reviewed the tickets uploaded to the order and confirmed that they were scanned copies of the printed PDF tickets. We notified Ms. [redacted] of the reported issue on the day of the event and explained this is likely the reason the buyer was turned away at the event. Under the terms of our FanProtect Guarantee, we issued the buyer a full refund. Ms. [redacted] had already received payment of $212.50 for this sale. However since invalid tickets were provided we tried to recoup her payment from a credit card on file. The credit card was denied therefore a credit memo of $212.50 was applied to Ms. [redacted]'s account. A credit memo will deduct any future payments until the debt is resolved.
Ms. [redacted] sold another set of tickets on August 5th, 2015 for a total of $153.00. This payment was not issued to Ms. [redacted] as it was withheld to resolve part of the debt owed to StubHub from the invalid tickets sold on order XXXXXXXXX. We understand that Ms. [redacted] is upset about not receiving her payment of $153.00. However, per the terms of our User Agreement we are unable to pay Ms. [redacted] for this order.
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

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