Stubhub.com

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 meSincerely, [redacted] Wuerz

Complaint: [redacted] I am rejecting this response because: I received a voicemail from [redacted] stating that the entire charge would be refundedThe message was very "choppy" so I called Customer Care and they confirmed the same and stated that I would also be able to recover the money I lost on the exchange rate (review the call)All I want is the $ [redacted] in US funds credited to my account and the money I lost on the exchange rate from the (unauthorized) charging and crediting my credit card (this would most likely amount to [redacted] US) Sincerely, [redacted] ***

Thank you for the opportunity to respond to MrJocoby’s 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 siteWhen buyers place an order for tickets on our site, they are purchasing from a third party individual sellerIn some cases, sellers may not be able to deliver tickets when an order is placed because the tickets have not been released by the venue or primary ticket sellerThis is often the case for season tickets, which may not be distributed by the teams until a few weeks before the start of the season, and tickets for contingent events (events which are dependent upon a team’s standings)For all ticket listings, sellers are required to enter the date they expect to have the tickets in their possession to fulfill their ordersThis date is presented during purchase process to make sure all buyers are aware of the date a seller expects to deliver the ticketsThis information is also included in the order notification email sent to buyers when they place an order By accessing or using our website, buyers agree to the terms of our User AgreementIt is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passesAll sales are final with the exception cancelled events or when a seller does not fulfill an order as listedBuyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is completeAs part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User AgreementPayment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policyA copy of our User Agreement may be found at: [redacted] In reviewing MrJocoby’s account, we can see that he purchased these tickets on August 11th of last yearWe see also that MrJacoby states he tried to relist these tickets for sale the day before the eventHowever, our records of user activity do not show that MrJacoby ever logged into his account the day before the event (January 31st)We only show that he changed his password for the account on the day of the showIf MrJacoby was experiencing any issues with the StubHub site, he would’ve been more than welcome to contact our Customer Service Team by either phone or chat, but our records do not show any contact from MrJacoby to Customer Service regarding this orderAs a result, this purchase has been ruled as valid and we would not be able to offer a refund Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance, Sincerely, Chris [redacted] StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policiesIt may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreementWhen orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffersPer the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyerIn cases where a seller is unable to fulfill an order after their tickets are sold, StubHub will charge your payment method an amount equal to the greater of 40% of the price of the ticket(s) sold or (ii) the full amount incurred by StubHub to remedy the dropped saleIn addition, you may be subject to other consequences as specified in the User Agreement, including account suspensionIn reference to [redacted] complaint, when the tickets in question were sold on [redacted] ***, a confirmation email was sent immediately notifying [redacted] of the sale and advised to ship her tickets no later than the in hand date selected when listing the tickets [redacted] ***In the email provided, we also provided [redacted] a link to ‘Report an Issue’ along with the following note: “Reminder: If you're unable to deliver the ticket as promised, your payment method will be charged an amount generally equal to 20% of your ticket cost.” [redacted] contacted us shortly after the sale to confirm if it would be ok for the primary to ship the tickets to the buyer instead of using the provided [redacted] label as she had yet to receive the ticketsWe at that time did advise [redacted] that she could have the primary ship out the tickets and she would need to provide the tracking number for the ***Unfortunately, the tickets were never delivered to the buyer via the [redacted] which the primary used to ship the tickets out [redacted] did contact us to see what the next step would be and we at advised that she should see if the primary can reship the tickets to her and from there she could use the [redacted] label we provided for deliveryWhen [redacted] contacted the primary, the did advise they were unable to reship the tickets however they would be available at Will Call for pick upStubHub unfortunately does not allow the delivery option of Will Call for our buyers as this does go against our User Agreement and Privacy policyDue to [redacted] not being able to fulfill on the sale due to the tickets being at Will Call, we did have to cancel the sale per the terms of our FanProtect Guarantee and locate comparable replacement tickets for the buyerOn [redacted] called in wanting to dispute the cancelled saleAt that time, she was advised that as the buyer never received the tickets, we could not issue payment, however as a courtesy we would waive any additional chargesSellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted aboveWe understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurredThank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance, Sincerely, [redacted] StubHub Executive Customer Care

Thank you for the opportunity to respond to MsMarco’s complaint, Revdex.com Case [redacted] I would like to address some of points MsMarco asked to have addressed in her last responseFirst, StubHub does not have the ability to tell people what price to list or sell their tickets at, as the tickets are their individual propertyWe can’t interfere with the price of something we do not own, as we are the secondary marketplace that people use to sell and purchase ticketsFor this or any other event the individual seller is allowed to select the price they feel their tickets are worth, taking whatever pertinent details of the event and location into account As to the fee still appearing when MsMarco relists her tickets, this is and temporaryAs we do not charge our sell fee until the tickets have sold, we cannot refund it the sell fee until after the factIt is totally free to list tickets on StubHub and if MsMarco’s tickets sell, we will gladly refund the sell fee for herMsMarco has not relisted her tickets on the StubHub account linked to [redacted] as of March 1st 2018, but she is welcome to do so at any time between now and the event Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, Chris [redacted] StubHub Executive Customer Care

Initial Business Response / [redacted] (1000, 5, 2016/01/15) */ Thank you for the opportunity to respond to Ms***'s Revdex.com complaint, case XXXXXXXXI understand the concerns noted and will address the issue as it pertains to StubHub policies It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffersPer the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyerIn cases where a seller does not fulfill an order correctly after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM GuaranteeHowever, in cases that result in unusually large losses to StubHub (for example, nonfulfillment of sales involving large numbers of tickets or tickets with significant price appreciation), StubHub reserves the right in its sole discretion to charge the sellers payment method the full amount of the replacement costs StubHub incurs under the FanProtectTM Guarantee In reference to Ms***'s complaint, she sold tickets to Kick The Dust Up Tour on March 29, When Ms [redacted] originally listed her tickets she was prompted to enter the ticket details such as section, row and seat numbersMs [redacted] listed her tickets in section 212, row without any seat numbersOur User Agreement states, "All of the seats in your listing must be together (consecutive), unless they are piggyback seatsIf you're listing 'piggyback' seats, you must select the 'Piggyback' check box when listing your tickets for sale." After the tickets were purchased Ms [redacted] fulfilled the order with tickets in section 213, and tickets in section Ms***'s buyer contacted us on March 29, after they received their tickets to alert us that they did not receive consecutive seatsAt this time we needed to make this issue right with her buyer under the terms of our User Agreement and FanProtectTM GuaranteeAs a result, Ms [redacted] was not paid for the order and she was held liable for a portion of the cost we incurredIn this case, our total cost to make it right for the buyer was $Per our User Agreement, Ms [redacted] would be responsible for these costs We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy ticketsFailure by sellers to deliver tickets as listed creates a bad experience for our buyersAs a seller on StubHub, Ms [redacted] is responsible for listing her tickets correctly and fulfilling her orders as listedWe understand that mistakes may occurAlthough Ms [redacted] could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we have made an exception in this case and issued her a 50% refund in the amount of $Given that consideration was already given in this case, the remaining charges will stand Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance, Sincerely, [redacted] StubHub Executive Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hmm so stub hub assumes no responsibility and takes all the profits from resale fees how interesting and convenient for the businessyou need to fix the website in accordance with your policy and stop blaming sellersAgain I did not post the sections I just scanned in the tickets for saleIt was not my decision to cancel the sale or the customers so I will not pay cancellation feeson top of that the tickets bar codes were sent out to the buyer so you disregarded the safety of my tickets Final Business Response / [redacted] (4000, 9, 2016/01/22) */ Thank you for the opportunity to respond to Ms***'s Revdex.com rebuttal, case XXXXXXXXI understand the concerns noted and will address the issue as it pertains to StubHub policies As previously explained, in cases where a seller does not fulfill an order correctly after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee In reference to Ms***'s complaint, she listed tickets together, however she fulfilled the order with non-consecutive seatsOur User Agreement states, "All of the seats in your listing must be together (consecutive), unless they are piggyback seatsIf you're listing 'piggyback' seats, you must select the 'Piggyback' check box when listing your tickets for sale." We had to make this right with her buyer under the terms of our User Agreement which resulted in the order being canceled and Ms [redacted] being charged $ We rely on sellers to educate themselves with the selling practices and User Agreement on our website before listing ticketsWe understand that mistakes can occur and we try to educate our sellers to prevent further mistakes in the futureAlthough Ms [redacted] could have been liable for all the costs we incurred to make the issue right with the buyer, we have already made an exception in this case and reduced the fee to $At this time we are not in a position provide any further compensation for the issue 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 StubHubPlease let me know if I can be of further assistance, Sincerely, [redacted] StubHub Executive Customer Care Final Consumer Response / [redacted] (4200, 13, 2016/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) You are in full position to waive this feeAs stated I will not pay it since your website is not in compliance with your policies and my sale was cancelledI gained nothing off this transaction and stub hub turned around and got resale fees from the buyerMy tickets were not protected and the barcodes were emailed to the buyer prior to cancelling the saleI am not in agreement that stub hub can piggyback off sellers and take no risk but is more than happy to take resale feesWaive the fee and fix your website it's the right thing to do

Complaint: [redacted] I am rejecting this response because: moths UPS shipping and handling can in no way be considered reasonable under any circumstances They did not address this issue A delivery date day before the scheduled concert, also moths past order date, cannot be concerned reasonable under any circumstances The concert is in another stateThey did not address this issue I have already been charged for goods that will not be delivered, and are not expected to be delivered any a reasonable amount of time And stub hub failed to assist their customer, (me), in attempting to obtain a time frame of expected delivery This issue was not addressed, they mentioned the do not have to in there agreement, they still could have attempted on my behalf There is absolutely no way I would have purchased these tickets if there was an inclination that the delivery time would be over months from the purchase date They were purchased as a valentines day present with the expectation they would arrive before Feb 14th, not months later Stub Hubs policies and retention of clients assets is only beneficial to them The have no concern for their clients or urgency to assist them in any way They have collected their fee, and now are collecting asset float on my money, as well as the other customers they are doing the same thing too This company is a SCAM and has failed to provide the services they advertise the last of the times I have done business with them Sincerely,Pete [redacted]

From: [redacted] [mailto: [redacted] ] Sent: Friday, September 16, [redacted] 8:PM To: info Subject: [redacted] 's complaint regarding Stubhub Please disregard the complaint I filled with Stubhub in San FranciscoThey finally resolved the matter completely and I have no further issuesThank you for your time [redacted]

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyerIn cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to 40% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the full cost of replacements We take any report of invalid tickets sold through our site very seriously as it creates an extremely negative experience for the buyerWe stand behind our FanProtect Guarantee for both buyers and sellers It is the seller’s responsibility to cooperate with an investigation and supply information As the original purchaser of the tickets, the seller is the only one with access to the required documentation through the venue or their original point of purchase We use the details provided by the claim in addition to the documentation provided by the seller to assess the situation and resolve the issue accordingly The investigation process is in no way an accusation as we do investigate issues with both buyers and sellers alike We are invested in determining the root cause of any issue reported to ensure that StubHub remains a safe marketplace for fans to buy and sell tickets In reviewing [redacted] sale, he sold one ticket for [redacted] day passHis buyer contacted us on [redacted] stating they had been rejected at the venue as their ticket was only for [redacted] **After collecting all information necessary from the buyer and reviewing the order, we reached out to [redacted] regarding potential charges and request he respond within hoursWhen we did not hear back from [redacted] , we processed charges for the orderOur User Agreement explains that sellers are liable for all costs StubHub incurs to make the issue right with our buyer under the Fan Protect GuaranteeWe recouped [redacted] payment of $**[redacted] and charged $**for the costs incurred When [redacted] responded to our Marketplace Investigation team, they provided a partial refund of the additional cost and lowered the charge to $ [redacted] as a one-time courtesy When uploading tickets to our site, our site only allows the upload of pages matching the quantity of the orderIn this case, that would be one PDF fileThough a seller may upload a file with multiple pages or multiple files on the first step of the uploading process, they are then prompted to select which page(s) will be included in the upload, and all other pages that exceed the quantity are excluded At the time of upload, had [redacted] contacted us, we would have been able to explain that the reason the additional pages were automatically excluded from upload as indicated in the upload process was due to the quantityOur site does not allow multiple files uploaded for a quantity of one ticketAt that time we could have obtained all files from [redacted] and emailed them to his buyer As [redacted] did not see that these pages were automatically excluded, and his buyer was unaware he needed multiple tickets until the day of the event, we were unable to resolve this order before the buyer encountered an issue Though our website did show that only one ticket was provided on the order during the upload process, our website is unable to help sellers fulfill orders where multiple pages are needed for each ticket without sellers contacting usThis is something we are aware of and a process we have to facilitate for many multi-day events that choose to have one ticket per day instead of providing one ticket valid for all daysBecause our website was unable to allow [redacted] to fulfill this order correctly, we have fully waived the additional charge on this order As [redacted] buyer was unable to attend all three days of the event with the ticket provided, we are unable to pay [redacted] for this day orderHowever, as the buyer did have one valid ticket on [redacted] **, [redacted] should remain paid for 1/of this orderWe have reduced [redacted] charge of $**[redacted] to recoup his payment to $**.**, leaving [redacted] paid $ [redacted] for the one ticket provided, slightly more than one third of the ticket price for days Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, [redacted] StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case [redacted] 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 ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers states “You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund.” In reviewing this complaint, [redacted] purchased VIP Day ticket to Escape: [redacted] on 10/18/ [redacted] for the event taking place on 10/28/ [redacted] – 10/29/***Shortly after the purchase was made, the seller contacted and stated that they no longer had the tickets to provide to [redacted] and per the terms of our FanProtect Guarantee, we replaced the order at no additional cost to [redacted] On 10/20/***, [redacted] contacted us as the VIP tickets purchased are for 21+ and at the time of the event her son would not be to gain entry into this sectionAgain, per the terms of our FanProtect Guarantee we did replace the order with regular General Admission ticketsOn the day of the event, the seller contacted us as the venue had reached out to advise that the tickets sent to [redacted] were no longer valid for entry as the primary changed the tickets to Will Call only pick upAs StubHub is not affiliated with the venue and per the terms of our Privacy Policy, we do not allow sellers to sell tickets which are for Will Call pick up nor can buyer’s pick the tickets upDue to the change, we did have to cancel the order as there were no longer tickets on site [redacted] was provided with a full refund of the purchase and was also provided with an additional $ [redacted] coupon for the negative experienceShortly after the sale was cancelled, [redacted] contacted us as her son was already at the event which was hours awayWe did provide an additional coupon to [redacted] in the amount of $ [redacted] so her son could purchase a pass to gain entry to the event on Saturday While we do understand that this was a very negative experience for [redacted] and her son, we did attempt to locate replacement tickets and unfortunately as they could not be provided we did have to cancel the sale [redacted] was provided with a full refund as well as additional compensation for this experience If I can be of any further assistance, please let me know Sincerely, ErinStubHub Executive Customer Care

Complaint: [redacted] I am rejecting this response because: I was & am fully aware of the policy & how the interface of the website works (i.e the completed tabs described), I am certified trainer of [redacted] software, however there was no item in any tab, anywhere within my profile, either on the mobile device or on a laptop, even after logging out & then back in Again as this was an error on the part of the sellers interface &/or web platform, this is not my penalty to pay & I will continue to fight it until it is resolved I should not be held accountable for the error of the tool Had it been an oversight or error on my part I would have no problem paying that penalty If it would be helpful, I have witnesses who can give statements as to the behavior of the website in question Again, I will continue to pursue this with whatever means are available to me Sincerely, [redacted]

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refund Our User Agreement also explains that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those ticketsAll 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 completeAs part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User AgreementA full copy of our User Agreement may be found at: www.stubhub.com/user_agreement In reviewing [redacted] sale, she sold two tickets for a [redacted] Football game on [redacted] for $ [redacted] per ticketAs all tickets for this event in comparable sections are significantly more, this was an obvious errorUnfortunately, [redacted] tickets sold at this price and she was paid $ [redacted] for the saleAs our User Agreement explains, sales are final with the exception of canceled events or a seller fulfilling incorrectlyAdditionally, as we are partnered with the [redacted] , [redacted] tickets were invalidated and new tickets were created and issued to her buyerBecause of this, we advised [redacted] that we were unable to cancel the sale Due to the clear error and this is [redacted] first sale on our site, we reached out and agreed to pay [redacted] for face value of the ticketsAt this time, an additional $ [redacted] has been issued to [redacted] account and she has been paid $ [redacted] per ticket Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, Kaila StubHub Executive Customer Care

Thank you for the opportunity to respond to [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 eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementA copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement 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 passesAll 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 togetherAs 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 placedOnce an order is placed, sellers receive a notification that their tickets have sold and are provided a time frame to deliver their ticketsAs 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 themAs a one-time courtesy, we also offered to waive [redacted] sell fee if he chose to relist his ticketsWe also offered, via voicemail, to waive [redacted] purchase fee as wellThis 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 ticketsAs [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 refundedPlease allow 3-business days from today, September 28, for this to be received Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, Kaila StubHub Executive Customer Care

Complaint: [redacted] I am rejecting this response because: they did not solve my issueI put a stop payment on my bank account (which I had to pay for) and purchased another ticket since they declined to help me AT ALL

Thank you for the opportunity to respond to MsArmstrong’s Revdex.com complaint, case I understand the concerns noted and will address the issue as it pertains to StubHub policies While StubHub does not hold it sellers responsible for the mail or mistakes that may occur therein, StubHub does hold sellers responsible for fulfilling their sales with delivery method promised on the orderWhen MsArmstrong listed her tickets as being shipped via UPS she entered into a binding contract with StubHub and her buyer to deliver the tickets on time and through that methodWe understand that dropping the package in a USPS was most likely a mistake, but when this is done we cannot guarantee that the package will ever get to the buyerWhen MsArmstrong agreed to the Terms and Conditions for the use of StubHub, these policies would have been clearly statedSince the buyer would not have gotten these tickets in the promised timeline, StubHub had to cancel this saleAs this incurs costs for StubHub in finding replacement tickets or making the situation right with the buyer, a portion of this cost is charged to the sellerAs this was a valid order, and MsArmstrong did not complete her contractual obligation to deliver tickets by the method promised or within the timeline, the charges resulting are valid and will stand Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance, Sincerely, Chris Joseffy 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 eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you, you can adjust your ticket prices any time before they sell, and you will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may also find a copy on our website at www.stubhub.com/user_agreement In reviewing [redacted] order, he purchased tickets for [redacted] at [redacted] In [redacted] , we learned that the [redacted] decided to implement strict restrictions on all tickets for their home game openerTickets for this event are no longer transferable from original purchasersUpon learning this, we immediately took action on all ordersWe reached out to [redacted] seller and, once we determined they were unable to fulfill this sale, we canceled the order We stand behind our Fan Protect Guarantee and because we could not provide tickets [redacted] could use due to the restrictions implemented by the team, we provided [redacted] a full refundWe did not have replacement tickets to offer due to the restrictions set by the [redacted] Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, [redacted] StubHub Executive Customer Care

Complaint: [redacted] I am rejecting this response because: My ticket to the concert was only available through Stub Hub's electronic ticketing system called "Flash Seats." When I logged into Flash Seats to sell my ticket, it passes me to the Stub Hub website where the "Sell" function was broken I contacted Flash Tickets' customer service immediately on Feb1st once I realized the "Sell" function was brokenBelow is my e-mail sent to [redacted] -- I received no response -- on 2/or everBecause the "Sell" function was broken I was unable to list my ticket and unable to sell it Stub Hub needs to take accountability for their "Flash Seats" site, which passed me off to Stub Hub's broken "Sell" feature The proper resolution is a refund for the ticket I was unable to sell or use ~~~ Email sent to [redacted] on the morning of 2/1: I’m trying to sell my ticket to The Killers concert at the Staples Center today (2/1)But when I click the “Sell” button it takes me to Stub Hub and walks through a listing process that requires me to select PDF or Paper ticketsMy tickets are e-ticket only and there is not an option to select thatI would like you to list my ticket for sale or tell me how to do itPlease respond ASAP because there is not much time since the show is tonight Thank you, Sincerely,Jesse [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/14) */ Thank you for the opportunity to respond to Mr [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 secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementPart of our User Agreement also explains our fees, it states "We may charge service, shipping, delivery, fulfillment or other fees for using our ServicesStubHub reserves the right in its sole discretion to change Fees at any time as it deems appropriate, including after you list your tickets." When purchasing tickets on StubHub the purchase price for each ticket, or group of tickets, includes: The price of each ticket A variable service fee Any delivery or handling fees (delivery fees range from $to $per ticket, depending on the delivery method) Fees may vary, but buyer can always review the applicable fees for their order before buying their ticketsOn the checkout screen the order total is shown with all of the fees includedTo the right there is a "Pricing Details" links which shows the breakdown of the feesAlso all the information on pricing is available in the Customer Support section on our website or someone may contact our Customer Service team with any questions on pricing We apologize for any confusion or frustration this has caused Mr [redacted] However, we were unable to locate any orders with the information Mr [redacted] providedAs stated above we provide all of the pricing information before a purchase is made to avoid any confusion If I can be of any further assistance, please let me know Sincerely, [redacted] StubHub Executive Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Under "pricing details" all it says is the price of the tickets and the total of fees to be paidThat is not a breakdown of the feesI asked the agent and he was unable to provide me an explanation for the 20% of fees stubhub charges buyersIn addition he told me that it costs stubuub $to email tickets but they eat half the fee for thatThat fee is separate and not part of the 20% fee charged priorEmailing tickets does not cost money, there is no postage involved and it is a downright scam Final Business Response / [redacted] (4000, 9, 2016/01/21) */ Thank you for the opportunity to respond to Mr [redacted] rebuttal Revdex.com Case [redacted] I understand the concerns noted and will address this issue as it pertains to StubHub policies As previously explained, when purchasing tickets on StubHub the purchase price for each ticket or group of tickets includes the price of each ticket (which is set by the seller), a variable service fee, and a delivery or handling feeThe delivery fee Mr [redacted] is concerned about is the electronic delivery feeWe charge a lower delivery fee for electronic tickets because shipping is not required, however a fee is still in placeThis is due to the system we use to store and transfer electronic tickets to our buyersThis delivery fee is included in the fees section during checkout it is not a separate fee that is added later Our User Agreement states, "We may charge service, shipping, delivery, fulfillment or other fees for using our Services (collectively referred to as 'Fees')." When placing an order on StubHub a buyer would be given the final price before confirming the order which includes the ticket price and all of the fees combinedA notice stating "Includes all applicable service, delivery, and transactional fees." is available before the order is placed We understand Mr [redacted] frustration, however the fees are displayed before placing an orderWe apologize for any confusion or incorrect information that he was givenHowever, our policies regarding this issue have been noted and we do not have anything further to add Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of any further assistance [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 eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement We want to make sure our buyers get the tickets they ordered in time for the eventIf anything goes wrong with an order - if a buyer gets invalid tickets, doesn't get the right tickets, doesn't get them on time, or doesn't get them at all - our marketplace suffersThat's why sellers may not get paid for their sales, may incur other fees, and/or may be subject to other consequencesPer our User Agreement and Seller Policies, it is up to sellers to make sure the tickets listed for sale on StubHub are validIf a seller delivers incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale, the seller will be subject to a replacement fee, other charges, and/or other consequences as outlined in our user agreementA full copy of our User Agreement and Seller Policies may be found at 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 buyerWe stand behind our FanProtect Guarantee for both buyers and sellers 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] complaint, he listed two tickets on [redacted] at 3:PM EST for the [redacted] event that occurred on [redacted] ***The seller then listed the same tickets for sale again on [redacted] at 3:PM EST, despite the fact that the tickets had already sold under order [redacted] at 3:PM ESTWhen the tickets were listed the PDF file containing the tickets was uploaded to the listing, and as a result the listing was available for instant download delivery upon purchaseWhen a buyer purchases a set of tickets that are listed as being available for instant download delivery, the tickets that are attached to the listing will automatically transfer over to the buyer, and the order is marked as completedOnce an order is marked as completed it no longer shows up in the sellers account under the ‘Open Sales’ tab, and will instead be displayed in the seller’s account under the ‘Completed Sales’ tab Since the seller listed the tickets for sale a second time after the tickets initially sold, a duplicate sale occurred which means that there were two buyers with the same set of ticketsWhen the first buyer arrived at the venue they were able to use the tickets to enter the event without issue, however when the second buyer arrived they were denied entry to the event because the tickets had already been used by the first buyerPer the StubHub FanProtect Guarantee, the buyer who was denied entry to the event was given a full refund, and per the StubHub User Agreement, the seller was charged a penalty fee Based on the fact that the sale was displayed in the sellers account under the ‘Completed Sales’ tab at the time the duplicate listing was posted this would not be considered a site error, therefore the charge of $ [redacted] is valid and will not be reversed Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, Britney StubHub Executive Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/12/18) */ Thank you for the opportunity to respond to Mr [redacted] ' complaint, Revdex.com Case #XXXXXXXXI will provide information as it pertains to StubHub policies It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement 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 passesAll 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 completeAs part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User AgreementPayment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy The Seller Policies section of our User Agreement notes rules for listing ticketsThis includes a requirement for sellers to provide accurate section, row, and seat information about their ticketsIn addition, sellers are required to disclose any ticket features listed on their tickets or disclosed when the original purchase was madeIf any of the information in a ticket listing does not accurately reflect the actual tickets delivered to the buyer by the seller - including features and comments a seller selects or disclosures a seller fails to select - the seller may not get paid, may incur fees for us finding replacement tickets for the buyer, or may be subject to other consequences as outlined in our User Agreement For the tickets purchased on our website by Mr [redacted] for the Wicked Dallas Tickets, the seller listed the tickets correctlyOnce the order was placed, all sales are final, the seller was paid per the terms of our User Agreement since the seller listed the tickets correctly and delivered the tickets exactly as noted in his listingIn situations where a seller listed all information correctly and delivered tickets as listed but a buyer is not able to use the tickets purchased, a buyer has the option to list the tickets for sale on our site We understand in this case that Mr [redacted] has noted that the tickets purchased were for the wrong dateWe have reviewed the information provided for this ticket listing and have found that the section accurately reflects the type of tickets purchasedAlso, our customer service team would have been available by phone, email or chat to assist Mr [redacted] with any questions he had regarding the specific listingHowever, as a courtesy, we have made an exception and issued a coupon to Mr [redacted] for the full amount of his purchaseHe has since purchased tickets for the correct date Thank you for the opportunity to provide specific information regarding this issuePlease contact me if I can be of further assistance Sincerely, [redacted] Executive Customer Care