Stubhub.com

Initial Business Response / [redacted] (1000, 5, 2015/07/15) */ Thank you for the opportunity to respond to Mr***'s complaint, Revdex.com Case XXXXXXXXI 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 AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the eventYour tickets will be valid for entryYour tickets will be the same as those you orderedIf any of these things do not occur, we will find you comparable or better tickets to the event, or offer you 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 Agreement Seller responsibilities when listing and selling tickets on our site are addressed in Section of our User Agreement, which states: StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperateWe may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies (e.g., by deliberately exploiting any policy loopholes)These actions may include, but are not limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, cancelling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe us or costs we incur due to your misconduct (including, without limitation, any costs associated with collection of delinquent accounts or chargebacks and any replacement costs)We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or as otherwise legally required We want to make sure our buyers get the tickets they ordered in time for the 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 If a buyer reports invalid tickets, buyers are required to complete an invalid ticket claim formWe notify the seller of the claim opened against the tickets and request documentation if the seller is disputing the buyer's claim, advising that failure to do so would result in the charges being assessed to the orderThe documentation requested is the original receipt of purchase, a scan report or any other proof from the venue showing that the tickets scanned as valid and were not scanned more than once, and any additional information to prove the tickets were valid or why the tickets became invalid We take any report of invalid tickets sold through our site seriously as it creates an extremely negative experience for the buyerWe stand behind our FanProtect Guarantee for both buyers and sellersIt is the seller's responsibility to cooperate with an investigation and supply informationAs 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 purchaseWe use the details provided by the claim in addition to the documentation provided by the seller to assess the situation and resolve the issue accordinglyThe investigation process is in no way an accusation as we do investigate issues with both buyers and sellers alikeWe are invested in determining the root cause of any issue reported to ensure that StubHub remains a safe marketplace for fans to buy and sell tickets In reviewing these transactions, Mr [redacted] sold a total of tickets between December of and January of for Taylor Swift taking place on 6/13/We received contact from the buyers on the night of the concert advising they were not allowed into the venue as the tickets were deemed invalid as they were already scanned We notified Mr [redacted] of the reported issues on 6/15/and requested that he respond to us within hours to provide his original receipt of purchase, a scan report from the venue, and any additional information regarding the tickets; this is every seller's responsibility as stated in Section of our User Agreement Mr [redacted] responded within hours explaining that he was informed by Ticketmaster that there was an issue with the tickets on their end, we did advise Mr [redacted] of the documentation still needed to dispute this claimAs we did not receive the required documentation from Mr [redacted] confirming the issue was from the primary ticket source within the provided timeframeThis resulted in the charges of $and $ We understand that Mr [redacted] is upset about the chargesHowever the tickets Mr [redacted] provided his StubHub buyer were not valid for entry and per the terms of our User Agreement he is liable for the cost we incur to make it right for his buyerMr [redacted] has since provided the proper documentation and we have confirmed with Ticketmaster that there was an issue with the tickets on their behalf which resulted in the StubHub buyer's being denied entryAs the issue was not caused by any action on Mr***'s behalf, we have issued him a refund for both charges $and $as a courtesy 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] (2000, 7, 2015/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Stubhub did issue a refund for the charges

Final Consumer Response / [redacted] (2000, 6, 2015/12/15) */ Issue has been resolvedPlease cancel complaint

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 Thank you very much for your efforts in contacting the business on my behalf Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Stub hub is failing to tell ALL their customers that the Flash Seat exception is ONLY being offered for the top sellers, I found out after I already made the saleHow could I ever know that this wasnt allowed for everyone? Regardless of the rules about [redacted] or PDF...MANY people do not know that flash seats are not pdf and when we see others using flash seats to make the sale, people will think we can all use it "we do provide some of our top sellers privileges for the amount of business they doThese sellers are pre-approved and do a high amount of transactions on our siteThese users are aware that they are being provided an exception to our User Agreement during this pilot and are allowed to fulfill with Flash SeatsSellers should always be following the rules of our seller policies unless advised otherwise." If a customer doesn't know that Flash Seats are not PDF, then how do they know if they are breaking the rules??? A customer would go onto the site and see MANY other sellers using flash seats as means to complete their saleHow do the customers know that this service is only offered to their top sellers? This is where the problem liesStub hub has ZERO INCENTIVE to tell everybody that only certain sellers are allowed the exemption...this way many sellers like myself get themselves into this situation unknowingly and am forced to pay your feesI believe stubhub does not want to alert their sellers of this rule, otherwise they can remind their sellers by putting a banner at the top of the screen or a pop up info box (like they do with MANY other events) to let EVERYONE know that Flash seat sales are only allowed for certain peopleThis would avoid a lot of these situationsTell me a good reason why you would not want to alert the customers and help them avoid charges and problems in the futureI'm not asking if you HAVE to tell them legally...we've established you don't have to, but if you want to help your customers and build trust with sellers, I don't see ONE reason not to alert us of your rules regarding only SOME can use flash seatsNo wonder Stub hub is a multi billion dollar company, must be easy when you instigate sale failures which result in millions for your business ***

Thank you for the opportunity to respond to MsVrhovnik’s complaint, Revdex.com Case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment 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 [redacted] 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 is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 40% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee In reference to MsVrhovnik’s complaint, I would like to make a few things clear as it seems there is some confusionMsVrhovnik listed the tickets in question on March 18thThe tickets sold on order [redacted] on March 23rdWhen MsVrhovnik listed the tickets, she entered into a binding contract at which point she promised ship the tickets Monday, March 26thWhen MsVrhovnik had exceeded the deadline to ship by four days, we were forced to make the situation right with the buyer on the order, who would now not be receiving the tickets as promised Per StubHub’s User Agreement, a portion of the cost incurred by StubHub in this situation was charged to MsVrhovnik for not fulfilling her saleAs a result, as MsVrhovnik did not ship the tickets in the agreed upon timeline, the charges levied are valid 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

Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ Thank you for the opportunity to respond to Ms***'s complaint, Revdex.com 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 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 Ms***'s complaint, when the tickets in question were sold on 7/28/15, a confirmation email was sent immediately notifying Ms [redacted] of the sale and advised to ship her tickets within business day which in this case would be on 7/29/In the email provided, we also provided Ms [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." Ms [redacted] called us to let us know she was out of town and may not be able to fulfill the order within business day We contacted her buyer and left a message to see if they would be willing to accept the new delivery date of 8/5/The buyer contacted us back and declined the new delivery date which resulted in the order being canceledAs the buyer did not accept the new delivery date 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 charged the 20% fee in the amount of $ However, Ms***'s sale was canceled the same day the order was placedThis prevented her from being able to fulfill the order within the original time frame, which she would have been able to doAs a courtesy, we have reversed the charge and issued a refund in the amount of $to her credit card 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] (2000, 7, 2015/08/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) They refundrd the money back to card

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 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 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 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 If a buyer reports invalid tickets, buyers are required to complete an invalid ticket claim formWe notify the seller of the claim opened against the tickets and request documentation if the seller is disputing the buyer’s claim, advising that failure to do so would result in the charges being assessed to the order The documentation requested is the original receipt of purchase, a scan report or any other proof from the venue showing that the tickets scanned as valid and were not scanned more than once, and any additional information to prove the tickets were valid or why the tickets became invalid We take any report of invalid tickets sold through our site 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, she sold two tickets to an [redacted] game on [redacted] **The buyer contacted us after the game and stated they were unable to enter with the provided ticketsAfter receiving all the information as noted above, we reached out to [redacted] ***’ regarding the claimOn [redacted] *, we advised [redacted] ***’ the proof of purchase she provided was not information proving tickets were valid at the doorWhen [redacted] ***’ contacted back and this screenshot was reviewed again on [redacted] **, as [redacted] ***’ account with the primary showed the tickets were transferred, so they would not have been valid for the buyer On [redacted] we had a conference call with our representative, [redacted] ***’, and the team [redacted] ***The venue confirmed the tickets were invalid due to the ticket transfer from [redacted] ***’ to her husband 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 GuaranteeIn this case, our total cost to make it right for the buyer was $ [redacted] As a one-time courtesy, as this took longer than our usual time frame to resolve, this additional charge was removed from [redacted] ***’ StubHub accountAs these tickets were confirmed to be invalid for the buyer, [redacted] ***’ will not be paid for the tickets 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 MsClanin’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 seller 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 the order, I’m able to see that MsClanin states she did in fact attempt to attend the event and that the line to scan tickets and enter was especially longWhile we apologize for this, StubHub would not be responsible for a long lineThe tickets for this order were valid, and while we had many sales on our site for this event, no other buyers have reported difficulty enteringIf MsClanin had waited in the line and scanned her tickets she would have been able to see the showAs StubHub did nothing to prevent MsClanin from seeing the event, but instead delivered valid tickets, that were exactly as they appeared on the listing they were purchased from, and in time for the event as per our FanProtect Guarantee, this order is validAs a result, StubHub would be unable to provide a refund for the purchase 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] Revdex.com complaint, case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies In reference to [redacted] complaint, [redacted] bought tickets for [redacted] ***, Then due to a discrepancy [redacted] felt had occurred with the price He called our Customer Experience Team, and was able to compromise with the supervisor he spoke toThey agreed to that [redacted] would list the tickets he purchased at fair market value and that StubHub would cover the difference with StubHub creditsThis is what took place when [redacted] sold his tickets on order [redacted] the next day [redacted] was also refunded the selling fees for this order as he and the supervisor he spoke with had discussedThe coupons are available on [redacted] StubHub account, and the sell fee was refunded to his pay method of choice, in this case which was PayPal 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

Thank you for the opportunity to respond to [redacted] rebuttal, Revdex.com case I understand the concerns noted and will address the issue as it pertains to StubHub policies As previously noted, per the terms of our User Agreement the charges applied to [redacted] account are valid [redacted] ticket were double sold which caused the buyer to be rejected from the eventIn review, we found no evidence of site error and the charges applied to [redacted] account will stand Thank you for the opportunity to provide specific information about StubHub, at this time we have nothing further to add Sincerely, ErinStubHub 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 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 AgreementA copy of our User Agreement may be found 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 passesPayment is remitted to StubHub and disbursed to the seller according to our payment policyAll Sales are FinalExcept 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 If an event is cancelled and not rescheduled, we will provide the buyer with a full refund (including any fees and shipping/handling charges)We will notify the buyer that the event was cancelled and provide instructions on how to obtain the refundIf an event is postponed and rescheduled, the buyer may use the tickets on the rescheduled date or, time permitting, list them for sale on StubHubIf replacement tickets are required for entry to the event on the rescheduled date, StubHub will work to obtain replacement tickets for you or provide you a full refund (including any fees and shipping/handling charges)If you cannot attend the event on the rescheduled date, you are encouraged to list the tickets on StubHubExcept when replacement tickets are required, StubHub does not provide refunds for postponed or rescheduled events, partial performances, or venue, date, lineup, or time changes In reviewing [redacted] complaint, [redacted] purchased tickets to the [redacted] concert taking place on [redacted] and contacted us on [redacted] stating that due to weather the entire concert did not take placeAt that time, we explained our policies to [redacted] regarding partial performances and that we were not in a position to offer any compensation as this concert still took place and was not cancelled or postponedIn the event that the event is officially cancelled, we would be able to provide a full refund as per our Fan Protect Guarantee While we understand that [redacted] frustration with the miscommunication of the situation by the management team of the event, per our User Agreement, StubHub is not responsible for partial performances, or venue, line-up, date, or time changes no refunds will be issued in these instancesAs a result, we would not be in the position to provide [redacted] with any further compensation Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance, Sincerely, Natalia StubHub Executive Customer Care

Complaint: [redacted] I am rejecting this response because: Stubhub is dishonestIt should not be necessary to change a setting to show fees I expect and ask for no further action by Revdex.com or anyone else I will simply make sure everyone I come in contact with is made aware of this reprehensible companySincerely, [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 In reviewing [redacted] sale, he sold four tickets for [redacted] By [redacted] on [redacted] Two tickets were listed on [redacted] and sold the same dayThe other two tickets were originally listed on [redacted] 16, but expired as the tickets had not been uploaded yet On [redacted] 17, [redacted] contacted us regarding uploading his PDF’s to his saleOur customer service team was assisting him via chat [redacted] was able to contact his brother and get the tickets uploaded for his saleOur chat team confirmed that the tickets were uploaded and the sale completed [redacted] also inquired about an expired listing for the same eventOur customer service team provided instructions on how to view the expired listing, and to delete and relist with the tickets uploadedThe chat was then disconnectedA half hour later on [redacted] 17, [redacted] or his brother relisted these tickets as Instant DownloadUnfortunately, the files uploaded did not match the listingThe files uploaded were the same files uploaded to [redacted] completed sale for section Tables B and this listing was for Section Tables B [redacted] buyer contacted us the day after the event stating they had been rejected with the tickets provided as they had already been scannedWe take any report of invalid tickets sold through our site very seriously as it creates an extremely negative experience for the buyerIf a buyer reports invalid tickets, buyers are required to complete an invalid ticket claim form and sellers are notified 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 GuaranteeIn this case, our total cost to make it right for the buyer was $***As [redacted] was already paid for this sale, a $ [redacted] charge was processed as a credit memo to recoup this paymentThis charge will stand as the buyer was provided incorrect tickets and unable to enter the eventAs a one-time courtesy as this is [redacted] first time selling, we have reduced [redacted] additional charge from $ [redacted] to $*** 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 MsWuerz’s Revdex.com case [redacted] 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 eventsAs 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 orderBy 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 MsWuerz’s order, she purchased two tickets to the Toronto Blue Jays at New York Yankees on August 18, at 1:05pmMsWuerz was provided with the purchase details before finishing the check out and at that time, she was presented with the total cost of $which included buying fees of $and continued to complete the purchase processAs all the information was provided to MsWuerz prior to check out and the purchase was completed, we are not in a position to offer any compensation per the terms of our User AgreementIf MsWuerz is unable to use the tickets at the time of the event, she can list the tickets back onto the site to recoup any funds lost Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, Garrett 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 This is actually more than I was asking for and appreciate them taking the time to respondSincerely, [redacted]

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

Initial Business Response / [redacted] (1000, 5, 2015/12/15) */ Thank you for the opportunity to respond to Mr [redacted] 's complaint, Revdex.com Case XXXXXXXI 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 In reference to Mr [redacted] 's complaint, he sold tickets to The Avett Brothers on November 28, and successfully delivered the tickets to his buyer on December 1, at 7:13PMHis payment of $started processing the following business day, December 2, Typically payments issued to PayPal take business days to complete, however due to an issue with our system Mr [redacted] 's payment has been delayedOur payments team is working to resolve all delayed payments as quickly as possibleDue to the delay and inconvenience this has caused, we have waived the 10% sell fee on Mr [redacted] 's order and he will be receiving an additional payment of $which was originally deducted from his payout We sincerely apologize for the delays Mr [redacted] has experienced, however he will be receiving a full payout of $for the saleAt this time we will not be able to provide any further compensation for the issue 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

Complaint: [redacted] I am rejecting this response because: you cannot hold purchases that have been paid forThat is theft.Sincerely, [redacted]

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case # [redacted] I will provide information as it pertains to StubHub policies It might help to explain that StubHub is a 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: www.stubhub.com/user_agreement Unfortunately with the information provided by [redacted] , we are unable to locate a StubHub accountIn 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 StubHubPlease let me know if I can be of further assistance Sincerely, ErinStubHub Executive Customer Care

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