Stubhub.com

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case [redacted]. I have reviewed this matter and understand that Customer Name is dissatisfied with the price paid for tickets to a [redacted] with [redacted]. 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 [redacted] concerns stated in the complaint. We are not showing that the tickets were ever selected in the 100's sections. [redacted] received exactly what he confirmed at checkout. He was sent a confirmation email right away that also confirmed his purchase. Also 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 [redacted] with a refund for the purchase, nor can we offer replacement tickets. As a onetime courtesy, we are willing to offer [redacted] a refund valued at 25% of their purchase prices for future use on our site. We have emailed this offer to [redacted].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, FaithStubHub 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] purchase, her order was canceled as the seller requested to change the delivery date of [redacted] tickets and she did not accept the change. However, the seller had already printed out the [redacted] label on this order and, in error, shipped the tickets to [redacted] after the sale was canceled. When [redacted] contacted us, we provided a pre-paid [redacted] label to ship the tickets back as she had been provided a full refund on the order. At this time, the tickets have been returned to the seller.
 
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] 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 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 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.
In reviewing [redacted] order, the tickets were purchased within ten minutes of the event show time, and this seller contacted us immediately after the sale as the tickets sold were no longer valid. As we want to provide our buyers with valid tickets for their event, we reached out to [redacted] regarding replacement tickets. Unfortunately due to the timeline of how close the event start time was, the tickets were not delivered to [redacted] in time. Instead we provided a full refund. We apologize for the delay in receiving new tickets, as we understand that negative experiences at events are the opposite of what fans are hoping for when purchasing tickets from StubHub. That’s why, per our FanProtect Guarantee, we tried to provide new valid tickets to [redacted] and when we could not provide them in time, we provided a full refund.
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] 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. 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. You may also find a copy 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. 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.
 
In reviewing [redacted] order, the tickets noted in his complaint were listed on our website as “[redacted] Season Tickets - Season Package (Includes Tickets for all Regular Season Home Games)”. While there are other events listed on website that specify they are for Preseason games, this information regarding [redacted] order was presented to him when he first reviewed the ticket listing on our site and would have been shown again for him to review prior to finalizing his purchase.  When [redacted] contacted StubHub regarding his purchase, a member of our customer service team advised we were not able to exchange the tickets or issue a refund per the terms of our User Agreement as [redacted] entered into a contractual agreement with the seller to purchase the tickets. To assist [redacted] in resolving this issue, [redacted] was advised of the option to list the tickets for sale on our site if he was not going to use the tickets and, as a courtesy, we offered to waive our sell fee if the tickets sold on our website.  In addition, while we are unable to provide [redacted] a refund, an exception was made and [redacted] was also provided a $[redacted] coupon to use on a future purchase on our website.
 
We understand in this case that [redacted] noted he believed he would receive preseason tickets along with the tickets he purchased, however we have reviewed the information provided for this ticket listing and have found the seller listed the tickets accurately for the type of tickets purchased. If [redacted] had any questions regarding the type of tickets presented to him at the time of his purchase, our customer service team would have been available by phone, email or chat to assist [redacted] with any questions he had prior to the order being placed. Given that consideration was already given in this case, no further compensation will be offered on this order.
 
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] 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 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. 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.
 
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.
 
In reviewing [redacted] sale, he sold two tickets on [redacted] 18, [redacted] for a [redacted] game that night. The tickets were listed on [redacted] 15 and were active until they sold. He contacted us advising the tickets had already been sold to another individual. Shortly after, [redacted] buyer contacted us and had been unable to enter the venue with the tickets provided as they had been scanned previously. Per our Fan Protect Guarantee, the buyer was provided a full refund as well as a coupon for the incredibly negative experience.
 
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. In this case, our total cost to make it right for the buyer was $[redacted]. As the buyer was rejected at the event and the charge is valid, this will stand.
 
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] 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] sale, he listed and sold two tickets on [redacted] 30 for an [redacted] game. The tickets were listed on [redacted] 30 and the In Hand Date that was set during the sell flow was [redacted] 30. When listing tickets on our site, sellers are prompted, “Are you ready to deliver your tickets?” and then can select their delivery method and their In Hand Date. If sellers selected “Yes” to the question, “Are you ready to deliver your tickets,” the In Hand Date will be set as that day. As the listing was created on [redacted] 30 and the In Hand Date that was set when the listing was created was [redacted] 30, this is likely why. The In Hand Date was not changed during the listing process. A few minutes after these tickets sold, [redacted] used our site to indicate that he did not have the tickets In Hand and would have them on [redacted] 7. [redacted] buyer rejected the delivery date change and, per our Fan Protect Guarantee, the order was canceled. As a seller on StubHub, [redacted] is responsible for costs incurred to make this right for the buyer as noted in our Seller Policies. In this case, our total cost to make it right for the buyer was $[redacted] As a one-time courtesy, we provided a $[redacted] reversal and the remaining charge is $[redacted]. This processed as a credit memo as it failed to charge the credit card on file. As this has not been paid, this charge has been sent to collections. As it is a valid cancellation and charge, this remaining charge will stand. 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 the business did nothing to respond to my rebuttal except to copy and paste what was already mentioned and addressed none of my issues I raised in my first rebuttal.  Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: the customer service representative is basically reiterating their policy. However, my issue is rooted not in their policy, but stems from a computer glitch in their system.  I still feel strongly about StubHub reversing their punitive charge.   Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/20) */
Thank you for the opportunity to respond to Mr. [redacted]' 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 [redacted] "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."
Our User Agreement [redacted], "In our effort to protect our Buyers and Sellers we may screen ticket sales or listings for signs of fraud using algorithms or automated systems, which may result in automatic cancellation of listings or sales and temporary or permanent suspension of accounts. If your transaction is cancelled in error, or your account suspended in error, please contact us and we may reinstate your account or listing, in our sole discretion."
A full copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
In reference to Mr. [redacted] complaint, I was able to confirm that he did attempt to make a purchase on June 28, 2015 for Taylor Swift tickets. It appears the order was never completed as our system thought there was an error with his account and for his protection stopped the transaction from going through. As explained above, our Trust & Safety team reviews all issues on a buyer or sellers account, 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.
Thank you for the opportunity to provide information about StubHub. If I can be of any further assistance, please let me know.
Sincerely,
[redacted]
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/11/10) */
Thank you for the opportunity to respond to Mr. [redacted]'s Revdex.com complaint, case XXXXXXXX. 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 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 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 with valid tickets, the buyer experience and the reputation of all our sellers suffer. For all sellers, we require authorization of a valid credit card prior to listing tickets. If, 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 buyer. Overall, failure by sellers to fulfill their responsibilities could result in penalties.
In reference to Mr. [redacted]'s complaint, he purchased tickets to a Baltimore Ravens at San Francisco 49ers game on October 18, 2015 which he was unable to use because the tickets were deemed invalid by the venue. After reviewing the issue we found that Mr. [redacted]'s original order was canceled due to an issue with the tickets. Under the terms of our FanProtect Guarantee we located him replacement tickets under a new order XXXXXXXXX. We tried to contact Mr. [redacted] by phone and email to alert him about the new tickets before the game started, however it appears Mr. [redacted] did not receive our notifications and used the original tickets. This is something that is covered by our FanProtect Guarantee, however Mr. [redacted] never contacted us about the issue and we were unaware that he did not use the new tickets or had to purchase new tickets at the event. We have since issued Mr. [redacted] a full refund of $115.24 to his credit card.
We truly apologize for the confusion and poor experience this caused for Mr. [redacted]. For the inconvenience I have issued Mr. [redacted] an additional coupon of $20.00 to his StubHub account which he can use towards a future purchase.
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 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 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. 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.
 
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. 
 
In reviewing [redacted] sales, he sold four tickets for the [redacted] game on [redacted] 22 on two orders. The buyers of both sales contacted in and stated they were unable to use the tickets provided to attend the event.
 
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. Once we collected all necessary information from the buyer, we notified Mr. Lewandowski and requested that he respond within 48 hours and provide the 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 our User Agreement.
 
We spoke with [redacted] again on [redacted] 24 and explained what documentation would be further needed to address this claim. We explained that as both buyers reported issues, we are handling this as any other fulfillment method and are not indicating the tickets were invalid solely due to their mobile format. We advised [redacted] to obtain information from the venue/primary with proof the tickets were valid on [redacted] 22.
 
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. In this case, our total cost to make it right for the buyer was $[redacted] on one order and $[redacted] on the other. If information requested from our Marketplace Investigation team is provided, this case will be reopened for further review of that documentation and the charges reassessed. At this time, as both sets of buyers were unable to use the tickets provided, the charges will stand.
 
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, 2016/01/12) */
Thank you for the opportunity to respond to Mr. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I will provide information as it pertains to StubHub policies.
It might help to explain that StubHub is a secondary ticket marketplace which enables...

fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. As a marketplace, we do not own any of the tickets listed on our 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 Mr. [redacted]'s account, he placed an order for 4 Mid New Years Eve 2016 tickets on December 31, 2015. Mr. [redacted] contacted us on January 1, 2016, after the event took place and explained that he was unable to download the tickets which caused him to not attend the event. We explained our business model to Mr. [redacted] and sent the information to our technical team to review. At this time we were unable to duplicate the issue Mr. [redacted] experienced. We believe the problem may have been caused by the computer or device he was using to download the tickets.
Under the terms of our User Agreement we would not be in a position to issue Mr. [redacted] a refund because the correct, valid tickets were successfully delivered to him. However, we understand Mr. [redacted] frustration because he was unable to attend the event. As a one-time courtesy we have issued Mr. [redacted] a full refund of $192.52.
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 Business Response /* (4000, 8, 2015/10/23) */
Thank you for the opportunity to respond to Ms. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I have reviewed this matter and understand that Ms. [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?"
In regards to Ms. [redacted]'s complaint, she purchased tickets for The Cure on October 7, 2015. She contacted us after the purchase was made because she felt the site made an error and selected more expensive tickets. Ms. [redacted] explained she was looking to purchase tickets which were priced at $163.89 per ticket but she ended up purchasing tickets for $239.00 per ticket. We had our technical team review the purchase history and we were able to confirm that the tickets purchased were the same tickets that were selected, reviewed and confirmed in the checkout process. All information including price would have been displayed during checkout. We also sent Ms. [redacted] a confirmation email of the purchase which shows the same price. With this information we can confirm there was no site error that occurred when the purchase was made. After informing Ms. [redacted] of the results she was still adamant that there was an error on our end. As a courtesy we reviewed the purchase again and received the same results. We also were able to see that the tickets priced at $163.89 that she thought she had purchased were not listed for sale until 30 minutes after her purchase was already made.
Our User Agreement states, "You are responsible for reading the complete listing before making a commitment to buy tickets. When placing an order, you are entering into a binding contract with the Seller to purchase those tickets. Payment is remitted to StubHub and disbursed to the seller according to our payment policy. All Sales are Final. Except for cancelled events, you will not receive a refund for completed purchases. You cannot change or cancel any orders after the sale is complete." Due to the terms of our User Agreement we are unable to issue Ms. [redacted] a refund for the difference in price. However, we understand her frustration and as a one-time courtesy we have refunded her fees for a total refund of $91.76.
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 /* (3000, 12, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't see any other resolution other than they refunded part of my fees. I find this unacceptable because both sets of tickets were there at the same time. I wouldn't have purchased tickets in the same row, same section to pay 150.00 more a ticket. That is a huge discrepancy in prices. I would still like the difference in prices between the 2 tickets.
Final Business Response /* (4000, 14, 2015/10/29) */
Thank you for the opportunity to respond to Ms. [redacted]'s rebuttal, Revdex.com Case XXXXXXXX. I have reviewed this matter and 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.
As previously explained, the tickets Ms. [redacted] purchased for The Cure were listed at $239.00 per ticket but she claims she selected tickets in the same section and row which were priced at $163.89 per ticket. We had our technical team review the purchase history and we were able to confirm that the tickets purchased were the same tickets that were selected, reviewed and confirmed in the checkout process. All information including price would have been displayed during checkout. We also sent Ms. [redacted] a confirmation email of the purchase which shows the same price. With this information we can confirm there was no site error that occurred when the purchase was made. We also were able to see that the tickets priced at $163.89 that she thought she had purchased were not listed for sale until 30 minutes after her purchase was already made.
We have already issued Ms. [redacted] a refund of her fees in the amount of $91.76 as a courtesy. Under the terms of our User Agreement we would not be in a position to issue Ms. [redacted] a refund for the difference in price that she paid however as a one-time courtesy we have issued Ms. [redacted] an additional refund of $58.24 for a total of $150.00.
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, 16, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was overcharged 150.00 per ticket. I would not pay the more expensive amount for the seats in the same row. I saw how much I was charged and immediately contacted their customer service chat.I am not confused as to what happened.
StubHub did advise in their previous statement that the tickets I was charged for and the tickets I was supposed to get are in the same section and row.
I still believe I am being ripped off.

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 seller. 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 FanProtectTM 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. A copy of our User Agreement, including Seller Policies and the FanProtectTM Guarantee, is attached. A copy may also be found on our website at www.stubhub.com/user_agreement. StubHub sellers have a proven record of reliability. When orders are not fulfilled with valid tickets, the buyer experience and the reputation of all our sellers suffer. For all sellers, we require authorization of a valid credit card prior to listing tickets. If, 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 buyer. Overall, failure by sellers to fulfill their responsibilities could result in some or all of the following penalties: · Additional fees and expenses, · Order cancellation, · Withholding of payment, and/or · Account suspension or deactivation. As such, it is not in the interest of sellers to misrepresent the tickets they sell on StubHub. In order to maintain trust in our marketplace, we want to make sure our buyers receive valid tickets. However, we understand that mistakes may occur. For example, a seller might be tempted to increase their chances of selling their tickets by posting them for sale on multiple sites. They could end up selling the same tickets to different sets of buyers, which may then prevent our buyers' entry into the event. Sellers may also upload duplicate tickets in error. Regardless, the terms of our User Agreement note that sellers are responsible in these situations. In our effort to protect our buyers and sellers, we may screen ticket sales or listings for signs of fraud using algorithms or automated systems, which may result in automatic cancellation of listings or sales and temporary or permanent suspension of accounts. In addition, we uphold our FanProtectTM Guarantee for both buyers and sellers. StubHub will investigate all invalid ticket claims under the Guarantee and determine resolutions on a case-by-case basis. Per our User Agreement, we may report any abuse on our site to the appropriate legal authorities. We want to make sure our buyers have a great experience at an event. Through messaging in the Customer Support section of our website and in the emails we send to buyers when tickets are delivered, we strongly encourage our buyers to take our phone number (866.788.2482) with them to the event, just in case. Though highly unlikely, we want our buyers to contact us immediately if they experience any problems with their tickets at the venue. We want to assist them in every way possible to make sure they are able to attend the event as planned, which may include attempting to provide replacement tickets if there is an issue with their tickets. In reviewing [redacted] purchase, an order was placed on [redacted] for an event taking place on [redacted]. [redacted] contacted us on [redacted] to advise us after arriving at the event she had been rejected as the event tickets provided were for the incorrect date. Per the terms of our FanProtect Guarantee a full refund should have bene offerd to [redacted] however she had disputed the charge with her credit card company and unfortunately refunds cannot be processed until the dispute is dropped. We have attempted to reach out to [redacted] to further discuss this experience and to assist in processing a full refund once the dispute is dropped per the terms of our FanProtect Guarantee. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. Sincerely, Erin StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] Revdex.com rebuttal, case 11765623. 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.
 
When a buyer is looking for tickets on our website, the following message is noted at the bottom of each page on our site: 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. When a buyer selects a specific ticket listing for further review, the above message continues to appear at the bottom of the Ticket Details page and the following message appears adjacent to the ticket price:  We're a marketplace, which means the tickets on our site are listed by other fans and may be priced above face value. We also display the following messages directly below the Checkout button: Prices may be higher than face value. Prices are set by sellers and may differ from face value.
 
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.
 
We understand [redacted] concerns, however the listed ticket price was accepted when she completed the purchase on our website. As a onetime courtesy, we provided a refund of [redacted] fees on this order of $[redacted]. As that consideration has already been provided and the listed price was accepted at checkout, we are not able to offer further compensation on this order.
 
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, 2015/05/26) */
Thank you for the opportunity to respond to Ms. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I have reviewed this matter and understand that Ms. [redacted] is dissatisfied with the price paid for tickets to a Canadian event on our website. 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, 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, 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. All prices are listed in US Dollars and are non-negotiable. All potential buyers will see 'USD' after prices on StubHub; this is visible from the Tickets Details page through checkout and denotes for the buyer that the prices shown are in United States Dollars. Once a buyer places an order on our website in US Dollars, the order converts to their respective currency when processed through their bank or financial institution. StubHub is not responsible for any financial charges or exchange fees for purchases made from credit or bank accounts from outside the United States.
In reviewing Ms. [redacted]'s complaint, she stated she was unware her order was placed in US Dollars instead of Canadian funds, however StubHub takes multiples steps to ensure our customers are aware that tickets listed and sold on our website are in US Dollars before an order is placed. For instance, when on our StubHub.ca website, Ms. [redacted]'s would have received a pop up notification notice stating the following: "Thanks for stopping by StubHub.ca! All prices are in US dollars. If you're unsure how much your tickets cost in Canadian dollars or how much to list your tickets for, you can use any exchange rate calculator to check." In addition, on every page of the checkout process, as we previously stated, we disclose the currency being charged for the tickets is in USD or US Dollars, which Ms. [redacted] accepted when she 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 Ms. [redacted] with a refund for the difference in exchange rates.
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
[redacted]
Executive Customer Care Team

Initial Business Response /* (1000, 5, 2015/10/27) */
Thank you for the opportunity to respond to Ms. [redacted] complaint, Revdex.com Case #XXXXXXXX. 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. 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 our User Agreement, it is noted that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related 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.
In reference to Ms. [redacted] complaint, she purchased tickets for Mickeys Not So Scary Halloween Party on October 25, 2015. Ms. [redacted] contacted us on October 20, 2015 and explained that the purchase was made for the incorrect date. After reviewing the order we were able to confirm that the tickets selected and reviewed in the checkout process were for October 25, 2015. This information was also sent in a confirmation email to Ms. [redacted] after the purchase was made. Under the terms of our User Agreement, when an order is placed a buyer is entering into a binding contract with the seller to purchase those tickets. Due to this we are unable to cancel or refund the purchase. We offered to help Ms. [redacted] list her tickets for sale to try and make her money back on the purchase. Unfortunately, her tickets did not sell before the listing expired. It is stated in our User Agreement under Seller Policies - No guarantee: StubHub does not guarantee that your tickets or related passes [redacted] 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. However, we made an exception and as a onetime courtesy we offered Ms. [redacted] a full coupon for her purchase. She has accepted our offer and returned the tickets to us.
Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance.
Sincerely,
[redacted]
StubHub 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 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: www.stubhub.com/user_agreement.
In reviewing [redacted] account, she placed an order for [redacted] on [redacted] for the show taking place on [redacted], which has now been postponed. When placing this order, [redacted] was provided the estimated delivery date and by placing the orders, [redacted] agreed to the terms of our User Agreement and entered into a contractual agreement with the seller to purchase the tickets with the understanding when the orders would be fulfilled. While sellers are not paid until the tickets are delivered to their buyer, in most cases sellers fulfill their orders well before the estimated delivery date which is why we are unable to provide refunds. We do understand that [redacted] has postponed and no date was provided for the new show however at this time the [redacted] has provided a new date of [redacted] and will honor the tickets with the original date/time printed on them. While we do understand the frustration this event has caused due to the postponement and not cancellation, as a one-time courtesy I have issued a full refund back to [redacted] credit card in the amount of $[redacted], please allow up to 5 business days for the refund to reflect, this refund will also invalidate the tickets provided to [redacted] and they will no longer be valid for the rescheduled date.
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

Complaint: [redacted]I am rejecting this response because: the FAQ on the website clearly states if event is cancelled a refund will be given it doesn't state wait for reschedule. I have a picture from the website 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 tickets using our mobile app. Any listings that you create will either be [redacted], PDF, Barcode delivery, listings that do not have tickets uploaded within 2 days prior to the event will expire and fall off the site, this information is provided when listing tickets onto the site. When [redacted] created this listing he was provided with options on delivery and asked if he had the tickets in his possession, if you select that you do not have the tickets, you will be provided with the date which is two days prior to the event that the tickets need to be uploaded. All sellers when they list on the site will receive an email that their listing is set to expire before it falls off the site.  Since this information was displayed to [redacted] prior to listing the tickets and it is stated in our User Agreement that we do not provide compensation if tickets do not sell, we would not be in the position to pay [redacted] for the tickets.
If I can be of any further assistance, please let me know.
 
Sincerely,
 
Erin
StubHub Executive Customer Care