Stubhub.com

Initial Business Response /* (1000, 6, 2015/12/11) */
Thank you for the opportunity to respond to Mr. [redacted]'s complaint, Revdex.com 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 by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee.
In reference to Mr. [redacted]'s complaint, the tickets in question were sold on November 26, 2015, and delivered to the buyer on December 1, 2015. Mr. [redacted]'s buyer contacted us on December 7, 2015 because the tickets they received had limited view printed on them and it was not disclosed in the listing. We requested the buyer to send us a picture of the tickets they received and we were able to confirm the tickets had a disclosure of limited view. Since the buyer did not receive tickets that were listed correctly we needed to make this issue right with his buyer under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Mr. [redacted] was not paid for the order and he was charged the 20% fee.
Mr. [redacted] called in wanting to dispute the charge as he believed the buyer should not have the right to cancel on the day of the event. At that time we explained our policies and we helped him fill out a charge dispute form. Sellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted above. We understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. In this case, our total cost to make it right for the buyer was $38.94. Per our user agreement, Mr. [redacted] would be responsible for this cost, but as a one-time courtesy we have reversed the 20% fee and refunded his credit card $38.94. However, because Mr. [redacted] did not list his tickets accurately we are not in a position to issue him payment for the sale.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
Sincerely,
[redacted]
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (3000, 8, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still at a loss with the tickets. The Buyer Had 1 week before the event started to decide to cancel the tickets. They could've canceled them on the 1st when they received the tickets. The buyer canceled them on the day the event began. There should be some type of policy that gives the seller an insurance. Anywhere you sit in the stadium could be considered limited view. Now, I can't resell the tickets because the event has passed. I wouldn't have been able to resell the tickets because they canceled it on the day the event started. I still haven't received the tickets, so how do I know if the buyer still went to the game or not?
Final Business Response /* (4000, 27, 2016/01/21) */
Thank you for the opportunity to respond to Mr. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
In regards to Mr. [redacted]'s complaint, the order was canceled because the tickets were not listed correctly and Mr. [redacted] was not paid for the sale. The buyer has yet to return the tickets to Mr. [redacted] after we have made several attempts to contact them.
We understand Mr. [redacted]'s frustration with the order being canceled and the tickets not being returned. Since we have not been able to make any contact with the buyer or get the tickets returned, we will be paying Mr. [redacted] for the sale as a one-time courtesy. The payment of $175.23 will be sent to Mr. [redacted]'s PayPal account on file and will take 3-5 business days to process. Again, we apologize for the frustration this has caused Mr. [redacted].
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of any further assistance.
[redacted]
StubHub Executive Customer Care
Final Consumer Response /* (2000, 29, 2016/01/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your time and sorry for the trouble. I was just trying to find a justification of not receiving the funds when the buyer canceled the tickets on the day the event started.

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. 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] account, he is correctly unsubscribed from promotional emails. This issue was escalated to our technical team who confirmed there is a site error that is preventing some users from being successfully unsubscribed. We are working to resolve this as we do understand that unsubscribed users do not wish to receive these email communications. There is not currently a date that can be provided for this fix but we are working on the error in our backend system.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
 
Kaila
StubHub Executive Customer Care

Thank you for the opportunity to respond to Mr. Rosenberg’s 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 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. A copy of our User Agreement may be found at [redacted]
 
Per our User Agreement, it I 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. Payment is remitted to StubHub and disbursed to the seller according to our payment policy. All Sales are Final. Except for canceled events, buyers will not receive a refund for completed purchases, and they cannot change or cancel any orders after the sale is complete.
 
In reviewing Mr. Rosenberg’s account, he contacted us on 01/29/18 stating that he did not mean to make the purchase of tickets for the completed order on his account. Mr. Rosenberg was informed that all ticket sales are final and that he had the option to resell the tickets he purchased. This option to resell the tickets comes with the sell fee waived so Mr. Rosenberg would be able to list his tickets for the price he purchased at and be able to make back all the money he spent once the tickets sold. It appears that instead Mr. Rosenberg decided to file a charge back with his payment method. This resulted in his StubHub account being locked, as this is a violation of the User Agreement of our site, which all buyers must agree to before shopping for tickets. According to our records the charge back has been closed in StubHub’s favor as the order was valid. Which would allow his StubHub account to be reactivated and he could still list his tickets without the sell fee. As this is a valid purchase, StubHub would not be in the position to offer a refund, but the offer to relist the tickets without the sell fee stands now that the charge back has been cleared.
 
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,
 
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 this issue as it pertains to StubHub policies. It might help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets...

to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. Listings on our site come from individual sellers who set their own prices for the tickets listed. 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 [redacted] . StubHub sellers have a proven record of reliability that we're very proud of. 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. Upon reviewing [redacted] order, I see that on December 24th 2017, we called the buyer to let them know that the seller had double sold the tickets due to a site issue that had happened. Per our FanProtectTM Guarantee, we let [redacted] know the options we had as replacement seats. An hour later, [redacted] contacted StubHub and accepted the replacement tickets. Later that day, [redacted] chatted in to express how she was unsatisfied with the replacement seats and wanted a full refund because she had to leave the game due to the visibility from the row she was sitting in. According to the information provided to us, [redacted] was able to get into the event because we had provided her with replacement tickets so that she could go. At that time, if [redacted] was not satisfied with the replacement tickets that we offered, she should have declined the tickets so that we could find new replacement tickets. At this time, we would not be able to provide [redacted] with any further compensation because ultimately, she did get into the event and she had the ability to decline the replacement tickets when they were offered to her.
Please let me know if I can be of further assistance in this matter. Sincerely, [redacted] StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/12/24) */
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 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 this complaint, Mr. [redacted] advised he received an order confirmation and was expected to receive tickets. With the contact information provided in Mr. [redacted]'s complaint, we were able to locate a StubHub account registered to Mr. [redacted], but there were no purchases placed with this account. In addition, we reviewed all sales placed on StubHub.com for the date of December 14, 2015 but we could not locate an order placed by Mr. [redacted]. Therefore with the information available to us we believe Mr. [redacted] did not purchase the tickets for this event on StubHub under this account.
I hope this information assists you investigating this issue. Please contact me if I can be of further assistance.
Sincerely,
[redacted]
StubHub Executive Customer Care

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

Thank you for the opportunity to respond to Mr. Graham’s complaint, Revdex.com Case #[redacted]. I will provide information as it pertains to StubHub policies.
 
While were sorry that Mr. Graham would no longer like to use StubHub, we understand his concern in the digital age. StubHub is proud of the...

safety and security we provide for both buyers and sellers, but we understand the decision Mr. Graham’s alone. I apologize that Mr. Graham was told that he would still be able to access his account after it was deactivated. Deactivated accounts cannot be accessed by customers, and I will make sure the representative Mr. Graham chatted with receives additional training. Mr. Graham’s account has been deactivated, and no one is able to access it. All personal information has been scrubbed from the account and the account itself will be removed from the system after a certain time of inactivity. If Mr. Graham chooses to come back to StubHub to purchase or sell again, we would gladly assist him in creating a new account.
 
Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance.
 
Sincerely,
 
Chris [redacted]
StubHub Executive Customer Care

Thank you for the opportunity to respond to Ms. McConnon’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 site. When buyers place an order for tickets on our site, they are purchasing from a third party individual seller. In some cases, sellers may not be able to deliver tickets when an order is placed because the tickets have not been released by the venue or primary ticket seller. This is often the case for season tickets, which may not be distributed by the teams until a few weeks before the start of the season, and tickets for contingent events (events which are dependent upon a team’s standings). For all ticket listings, sellers are required to enter the date they expect to have the tickets in their possession to fulfill their orders. This date is presented during purchase process to make sure all buyers are aware of the date a seller expects to deliver the tickets. This information is also included in the order notification email sent to buyers when they place an order.
 
By accessing or using our website, buyers agree to the terms of our User Agreement. It is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception cancelled events or when a seller does not fulfill an order as listed. Buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. A copy of our User Agreement may be found at: [redacted] 
 
In reviewing Ms. McConnon’s account and the order in question, I was able to confirm that this show has been cancelled. I worked with our events team to make sure we changed the status of the event on our site and in our internal systems which will automatically trigger refund for all buyers who purchased for this event. I apologize for any inconvenience this logistical situation has caused Ms. McConnon. Apparently Liam Gallagher was unable to appear or perform at more than a few shows on his recent tour, and several theaters and venues had marked those shows as postponed instead of completely cancelled. This causes StubHub to have to wait until an event is officially cancelled before we can remove the event from our site and refund all the buyers for that event. Thankfully, Ms. McConnon should see her refund on her payment method within 3-5 business days after she receives an email from StubHub stating that the event is officially cancelled.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
 
Chris [redacted]
StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case #[redacted]. I will provide information as it pertains to StubHub policies.
 
It might help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and...

other live entertainment events.  As a marketplace, we do not own any of the tickets listed on our site. When buyers place an order for tickets on our site, they are purchasing from a third party individual seller. In some cases, sellers may not be able to deliver tickets when an order is placed because the tickets have not been released by the venue or primary ticket seller. This is often the case for season tickets, which may not be distributed by the teams until a few weeks before the start of the season, and tickets for contingent events (events which are dependent upon a team’s standings). For all ticket listings, sellers are required to enter the date they expect to have the tickets in their possession to fulfill their orders. This date is presented during purchase process to make sure all buyers are aware of the date a seller expects to deliver the tickets. This information is also included in the order notification email sent to buyers when they place an order.
 
By accessing or using our website, buyers agree to the terms of our User Agreement. It is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception cancelled events or when a seller does not fulfill an order as listed. Buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
In reviewing [redacted] account, he purchased 2 tickets on [redacted] for an event taking place on [redacted]. [redacted] contacted us on [redacted] and stated that they could no longer attend the event. Per the terms of our User Agreement as stated above, “All Sales Are Final” and [redacted] was advised to relist the tickets back onto the site. [redacted] contacted us again on [redacted] and advised that he would dispute the charge with his credit card company as he doesn’t want to pay the fees and wanted a refund for the purchase. As a courtesy, [redacted] was provided with a refund of his fees in the amount of $[redacted] and the tickets which were listed back onto the site sold today [redacted]. I do apologize that a refund was not offered to [redacted], however we do stand behind the terms of our FanProtect Guarantee which guarantees a seller will be paid for a sale as long as they have listed and fulfilled correctly which [redacted] seller did and we also stand behind our User Agreement. As the tickets have sold, [redacted] will receive payment within 14 business days as the payment will need to process and ship out.
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

Final Consumer Response /* (2000, 6, 2015/12/15) */
Issue has been resolved. Please cancel complaint.

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. We take any report of invalid tickets sold through our site very seriously as it creates an extremely negative experience for the buyer. That's why, if any of these things happen, sellers may not get paid for their sales and may incur other fees 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 correct and are valid. A full copy of our User Agreement and Seller Policies may be found at www.stubhub.com/user_agreement.
 
In reviewing [redacted] sale, he uploaded the same tickets to two sales. Our PDF parser system validates tickets by reading text off of them, and, if able, also verifies the section, row, and seat numbers of the tickets. However, as tickets are formatted in many different ways, this is not always possible. That’s why our seller policies explain that sellers are responsible for ensuring the tickets they provide are correct.
 
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 a courtesy, we have reversed $[redacted] of this charge. As the buyer was not able to use the delivered tickets, [redacted] will not be paid and the 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 original tickets sent to the phone have a QR code and Bar code. The purpose of this code is to defend against thieves and scalpers scamming tickets. The Barcode never changes and thats how this is detected. This was confirmed by TDGarden, Stubhub, and Ticketmaster. I have filed a dispute with VISA and have received full refund.
We were never granted access to the venue. The reason being two of 3 tickets were invalid. 
Stubhub's Gaurentee:
FanProtectTM for buyers
Summary of StubHub guarantee to Buyers: 
You will get your tickets in time for the event
Your tickets will be valid for entry
Your tickets will be the same as those you ordered
If any of these things do not occur 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 credit for use on a future purchaseand
If the event is cancelled and not rescheduled, you will get a refund
Getting tickets on time
 
If you don't receive the tickets you ordered by the date communicated to you when you placed your order or in subsequent communications, notify StubHub. StubHub will, in its sole discretion, attempt to locate and facilitate delivery of your tickets, provide you with comparable or better replacement tickets at no additional cost, issue you a full refund (including any fees and shipping/handling charges), or issue you a credit for use on a future purchase. 
 
Getting valid tickets
 
If the tickets you ordered are invalid and not honored by the venue, StubHub may, in its sole discretion, attempt to locate replacement tickets for you or provide you with a full refund (including any fees and shipping/handling charges). StubHub may require information from you or the venue to confirm that the tickets were invalid. You are encouraged to call our Customer Service from the venue if you experience problems with your tickets. You must notify StubHub and complete any required forms no later than seven days (or such other time as communicated by StubHub to you) after the event.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/19) */
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 website which...

enables fans to buy and sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states "You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund."
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 2 tickets to A Gentlemans Guide to Love and Murder Chicago Tickets on 8/4/15. Mr. [redacted] contacted us and requested the order to be canceled. A member of our customer service team advised Mr. [redacted] we were not able to exchange the tickets or issue a refund per the terms of our User Agreement. To assist Mr. [redacted] in resolving this issue, he 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. At this time Mr. [redacted] has not listed the tickets for sale and the tickets are his to use. However, at any point he decides to list the tickets we will honor our offer to waive the sell fees if the tickets sell.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
Sincerely,
[redacted]
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it unreasonable that I requested a cancellation of the order minutes after it was placed and before my credit card was charged and StubHub outright refused. I told them not to put the order through and not to ship the tickets, but they ignored this request, offering only to allow me to resell the tickets on their site (where I would have to pay to re-ship them and still be liable if they were unsold). They also refused to allow me to contact the seller or to contact the seller on my behalf.
Final Business Response /* (4000, 9, 2015/09/02) */
Thank you again for giving us the opportunity to respond to Mr. [redacted]'s rebuttal, Revdex.com Case XXXXXXXX.
As previously explained, StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.
As previously noted, 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. Mr. [redacted] has received the tickets on 8/18/15 and was offered the option to list the tickets for sale on our website if he no longer wants the tickets. We are not in the position to issue a refund to Mr. [redacted] as previously explained. Our policies regarding the issues have been noted and we do not have anything further to add.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of any further assistance.
[redacted]
Executive Customer Care Team
Final Consumer Response /* (4200, 11, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I requested a cancellation before the credit card charge even was processed. It was still pending on my bank's end when I requested the cancellation. stubHub could have nullified it when I asked them to be refused. They also refused to allow me to contact the direct seller to cancel the transaction.

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
 
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to...

sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
 
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.
 
Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to 40% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the full cost of replacements.
 
In reviewing [redacted] sale, he sold two tickets on November 1st. On November 2nd he reported that he would not be able to fulfill the order and it was canceled. 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].
 
We understand that things happen and mistakes may occur. Per our User Agreement, Mr. Hentsch would be responsible for this cost. However, in reviewing [redacted] StubHub account, we can see this is his first canceled sale and have fully reversed this cancellation charge.
 
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 using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.
 
Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to 40% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the full cost of replacements.
 
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] sale, he sold one ticket for [redacted] 3 day pass. His 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  72 hours. When we did not hear back from [redacted], we processed charges for the order. Our User Agreement explains that sellers are liable for all costs StubHub incurs to make the issue right with our buyer under the Fan Protect Guarantee. We recouped [redacted] payment of $**.** and charged $**.00 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 order. In this case, that would be one PDF file. Though 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 quantity. Our site does not allow multiple files uploaded for a quantity of one ticket. At 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 us. This 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 days. Because 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 3 day order. However, as the buyer did have one valid ticket on [redacted], [redacted] should remain paid for 1/3 of this order. We have reduced [redacted] charge of $**.** to recoup his payment to $**.**, leaving [redacted] paid $[redacted] for the one ticket provided, slightly more than one third of the ticket price for 3 days.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
 
[redacted]
StubHub Executive Customer Care

Thank you for the opportunity to respond to [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.
 
Unfortunately with the information provided by [redacted], we are unable to locate a StubHub account. In order for us to further assist [redacted] with the complaint she has submitted we will need more information such as the order number or the email address associated with the purchase.
 
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
 
Sincerely,
ErinStubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] 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.  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. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. A copy of our User Agreement 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 any buyer. We stand behind our FanProtect Guarantee for both buyers and sellers. 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 this transaction, [redacted] sold two tickets for [redacted]. The buyer contacted us on stating that one of the tickets was not valid. Once we collected all information from the buyer as noted above, we notified [redacted] of the issue. [redacted] provided information regarding her original purchase of the tickets, and was able to speak with a representative at [redacted]. The representative confirmed that one seat was scanned earlier in the evening, and both tickets were scanned again when our buyer went to the gate. At that time one ticket was rejected as it had already been scanned. Our buyer was not able to use that ticket provided by [redacted] and had to purchase a new ticket for entry.
 
As one ticket sold through our site was not valid or able to be used, [redacted] will not be paid for this ticket. We recommended [redacted] contact where she purchased the tickets as one was not valid and was scanned twice. 
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
 
[redacted]
StubHub Executive Customer Care

Complaint: [redacted]I am rejecting this response because: 
StubHub has not yet refunded the $72.61 to my credit card account. Until this has been done, I can not accept their response. 
Sincerely,[redacted] Doleman

Initial Business Response /* (1000, 5, 2015/06/15) */
Thank you for the opportunity to respond to Ms. [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 by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. However, in cases that result in unusually large losses to StubHub (for example, nonfulfillment of sales involving large numbers of tickets or tickets with significant price appreciation), StubHub reserves the right in its sole discretion to charge the sellers payment method the full amount of the replacement costs StubHub incurs under the FanProtectTM Guarantee.
In reference to Ms. [redacted]'s complaint, Ms. [redacted] contacted us explaining she had deactivated the listing for the two tickets that sold and would not be able to fulfill on the order. We advised Ms. [redacted] that we would have our Technical team review for any site errors that would cause the tickets to be relisted. Upon review of the order and the listing history we did determine there was not a site error and per the terms of our User Agreement, Ms. [redacted] was charged 20% of the price the ticket sold to compensate for the losses we incurred.
In this case, our total cost to make it right for the buyer was $56.80 for the order. Per our User Agreement, Ms. [redacted] would be responsible for this cost. However, as a one-time courtesy, we have refunded $56.80 in charges that had been submitted to Ms. [redacted]'s credit card on file. Please allow 3 - 5 business days for this refund to be processed.
We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, Ms. [redacted] is responsible for listing his tickets correctly and fulfilling her orders as listed. We understand that mistakes may occur. Although 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 made an exception in this case.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
[redacted]
Executive Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much! I received the refund!

Thank you for the opportunity to respond to [redacted]’ Revdex.com complaint, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
 
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to...

sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
 
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.
 
Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to 40% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the full cost of replacements.
 
In reviewing [redacted]’ canceled order, she sold two tickets on [redacted] 3 for the [redacted]! At the Disco. When she contacted us regarding fulfilling the sale, we explained she was not able to fulfill a sale with Flash Seats. When sellers list tickets, they must select that they will deliver tickets via PDF upload or ship via [redacted]. In this case, [redacted] listed that she would ship tickets to a buyer via [redacted]. These are the only fulfillment options for all sellers on our site. Additionally, while in the listing process before creating any listing, our site states “By listing tickets on our site, you’re agreeing to our Seller Policies.” If users are first time sellers or are unfamiliar, they can click on the words “Seller Policies” to read more. The first outlined policy states sellers are not allowed to list paperless tickets or flash seats.
 
As [redacted] was already advised, the reason some “electronic” listings are on site with a disclosure about flash seats is because we provide some of our top sellers privileges for the amount of business they do. These sellers are pre-approved and do a high amount of transactions on our site. These users are aware that they are being provided an exception to our User Agreement during this pilot and are allowed to fulfill with Flash Seats. This is an exception and a pilot as of right now, as we are hoping to extend it to other sellers in the future but are not doing so at this time. Sellers should always be following the rules of our seller policies unless advised otherwise. In this case, as [redacted] was not following the rules of our seller policies as outlined on site and as she agreed to when listing tickets, this cancellation is valid.
 
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]. This charge did not process successfully to the credit card on file and instead remains on [redacted] account. As this cancellation charge is valid, no compensation can be provided and this charge will remain as an owed balance on [redacted] StubHub account.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
 
Kaila
StubHub Executive Customer Care