Stubhub.com

Complaint: [redacted] I am rejecting this response because: I did make contact with StubHub during the setup of my account both through the phone and live chat on the internetThere were various issues setting up my address before I even began entering my banking info The issue with the system used on the website in regards to the banking info is as follows: I contacted my bank for the routing number they use for the account that I had set up with themI entered this number into StubHub's system to which an account came up with a bank that has affiliation to the bank that I useHowever, after not receiving my payment and checking with my financial institution I did some research on my own as StubHub's customer service team refused to help me solve the issueUpon further looking into the problems that I was having, I found that both my bank in Canada and another bank in the U.Suse the same routing numberStubHub's system did not pick up on this or give me the option to choose the institution or further declare which bank I would have liked to add to my account and automatically set up the wrong banking account The payment they made out ended up going to the wrong bank because their system did not recognize the routing number for my bankThis is an issue with the system that they have in place and they should reimburse me for the mistake accordinglyThey should be responsible for collaborating a refund from the bank that they originally sent the payment to as it is a glitch on their end.Sincerely, [redacted]

Thank you for the opportunity to respond to Mr [redacted] ’ complaint, Revdex.com Case # [redacted] I will provide information as it pertains to StubHub policiesIt may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at [redacted] Per our User Agreement, it is noted that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passesAll sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is completeAs part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User AgreementPayment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy In regards to Mr [redacted] complaint, he purchased tickets on August 27th, Billy Joel for September 21st, Mr [redacted] contacted us the same day of the purchase to report that he selected tickets in Pennsylvania but after the purchase was made he received tickets in Missouri On August 27th, Mr [redacted] contacted us again later in the day and advised further that the incorrect city was purchased as he wanted to purchase tickets for Pennsylvania Mr [redacted] advised that he was using the StubHub app at the time of the purchase and felt there was an error with the app which caused the problem We had our technical team review the purchase and they were able to confirm that the tickets selected and reviewed during checkout process matched what is on the order details This information was also provided to Mr [redacted] in a confirmation email that was sent immediately after the purchase was madeWith this information we confirmed that there was no site error that occurredPer the terms of our User Agreement, all sales are final and buyers cannot change or cancel an order after the sale is completeThis was explained to Mr [redacted] and we offered him the option to relist his tickets on StubHub and waive the selling fee if he chose to do so, however Mr [redacted] never listed the tickets for sale We understand in this case that Mr [redacted] feels the error was not on his behalf, however we do not have any evidence to show there was a site error that occurred when the purchase was madeAs previously explained, we are not in a position to issue a refund as all sales are final Thank you for the opportunity to provide specific information regarding this issuePlease contact me if I can be of further assistance Sincerely, [redacted] StubHub Executive Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/07/31) */ Thank you for the opportunity to respond to Mr [redacted] 's Revdex.com complaint, case XXXXXXXXI understand the concerns noted and will address the issue as it pertains to StubHub policies It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement When a seller list tickets for sale on StubHub they are required to enter an In Hand DateThis is the date the seller expects to have the tickets from the primary to then deliver to the buyerThe expected delivery date is displayed on the order confirmation page before the tickets are purchased and in the confirmation email that is sent immediately after the purchase is made In reviewing Mr [redacted] 's account, Mr [redacted] purchased tickets on 6/27/to a Cleveland Browns Game on 10/18/The seller of Mr [redacted] 's tickets had an In Hand Date of 10/16/with the expected delivery date of 10/17/This information was presented to Mr [redacted] when he first reviewed the ticket listing on our site and would have been shown again for his review prior to finalizing his purchaseMr [redacted] contacted a member of our customer service team requesting to have the tickets delivered earlier because he will be traveling to the eventIn situations where a seller listed all information correctly and delivers the tickets as listed, the seller will be paid per the terms of our User AgreementWe explained to Mr [redacted] that since the delivery date had not passed, we cannot cancel the order, and we need to provide the seller time to deliver the tickets as they listed We understand Mr [redacted] 's concern and are happy to see that the tickets were delivered earlier than expectedThe seller uploaded tickets to Mr [redacted] 's StubHub account on 7/30/Mr [redacted] was notified by email on 7/30/that the tickets are ready for download 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, 2015/08/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for this opportunity to let you know how happy I am with your assistance in this matterI am very happy to see the tickets " were delivered earlier than expected " after the person I spoke with stated their was not any chance I could get my tickets any sooner than the date 10/17/lucky me

Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ Thank you for the opportunity to respond to Ms [redacted] 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 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 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 In reviewing this transaction, Ms [redacted] sold tickets to a Chicago Blackhawks game on October 2, We received contact from the buyer on the night of the game advising that they were not allowed into the venue as the tickets were deemed invalid as they were invalid We notified Ms [redacted] of the reported issue on the day of the event and requested that she respond to us within hours and provide her 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 Ms [redacted] responded to us on October 27, and provided information showing that she originally purchased the tickets and provided an email from an employee at the United Center confirming the tickets were never usedAfter further investigation Ms [redacted] and StubHub were able to confirm with the United Center that the tickets were printed more than one time from her accountEach time the tickets are printed the old barcodes are voided and new barcodes are issuedMs***'s buyer was provided with one of the older printouts with invalid barcodes which resulted in the StubHub buyer being denied entry to the event We were able to confirm that Ms [redacted] was charged in the amount of $and $twice by accidentThe duplicate charges were refunded to her credit card on November 13, We understand that Ms [redacted] is upset about the charge to recoup her payment of $and the additional charge of $However the tickets Ms [redacted] provided her StubHub buyer were not valid for entry and per the terms of our User Agreement we are unable to pay Ms [redacted] for this order and she would be liable for any additional costs to make the issue right with her buyerSince the venue representative noted the tickets were not used, we suggest Ms [redacted] reach out to venue or her ticket issuer and request compensation 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 Business Response / [redacted] (1000, 5, 2015/07/13) */ Thank you for the opportunity to respond to Mr***' complaint, Revdex.com Case # XXXXXXXXI will provide information as it pertains to StubHub policies It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the 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 AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement Per our User Agreement, it is noted that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes In reviewing Mr***' complaint, when purchasing tickets on StubHub, Mr [redacted] is presented with the date their tickets are estimated to be delivered at checkout, prior to purchasing the tickets, which was stated for 7/15/Afterwards, Mr [redacted] was sent an email confirmation which also confirmed his expected delivery date of 7/15/The seller of Mr***' order has listed these tickets as being able to ship no later than 7/10/Oftentimes, venues do not issue tickets to the original buyers until two weeks or so prior to the event Mr [redacted] contacted StubHub and spoke with an agent requesting that his tickets be sent to him before his estimated delivery dateWe explained to Mr***, as an agreement, the seller is expected to fulfill their order by the estimated delivery date providedIn addition, as part of our User Agreement, our FanProtect Guarantee for buyers states: 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 refund While we do understand that Mr [redacted] would like his tickets to arrive earlier, we must also allow the seller to fulfill the tickets as they have agreed toWe are more than happy to assist Mr [redacted] in changing his delivery address to the residence of his choice to ensure he receives his delivery on time for the eventWe attempted to reach out to Mr [redacted] to discuss additional delivery options but we have not received any response Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance, [redacted]

I am writing from StubHub’s Executive Customer Care department in response to the complaint [redacted] filed by Ms[redacted] Gomez 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 third party sellers In reviewing this complaint, I note that MsGomez did not include order number for the tickets she purchased on StubHubIn looking at the account connected to the email address [redacted] , I am unable to find any purchases made in the last daysIf MsGomez would like to include the order number of her purchase we would be more than happy to review it 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

Complaint: [redacted] Here is the additional information needed in response to Stubhubs reply: My email address on the account is [redacted] The merchant ID is [redacted] Here's the information sent to me as confirmation of the purchased tickets: Details of your purchase: Crystal Palace vs Bournemouth 12/09/15:- Selhurst Park Stadium - London Quantity: tickets type Longside Block: X Row: Form of ticket: Tickets Estimated delivery date: 11/15/21: Listing price: $ Quantity: Shipping: $ Donation: $ TOTAL: $ Reference number: [redacted] Thank you for your time and consideration My direct line is [redacted] I look forward to your response [redacted] Riley Sincerely, [redacted] Riley

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub 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 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 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 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 [redacted] complaint, when the tickets in question were sold on [redacted] 16, ***, a confirmation email was sent immediately notifying [redacted] of the sale and advised to ship her tickets within business day which in this case would be on [redacted] 17, *** In the email provided, we also provided [redacted] a link to ‘Report an Issue’ along with the following note: “Remember: You're responsible for delivering tickets on time and as promised or your sale may be cancelledIf it is, you may be charged as described in ourseller policiesand may be subject to other consequences, including additional fees or account suspension.” Since the tickets were not shipped on [redacted] 17th, a final reminder email was sent to [redacted] on [redacted] 17th advising to ship her tickets that day as failure to do so would result in the cancelation of the saleAt the end of the day on [redacted] 17, ***, since [redacted] hadn’t delivered to the ticket to her buyer as listed, as they were not shipped yet, we needed to make this issue right with her buyer under the terms of our User Agreement and FanProtectTM GuaranteeAs a result, [redacted] was not paid for the order (she did not deliver the tickets) and she was charged the 40% fee for nonfulfillment On [redacted] 17th [redacted] called in wanting to dispute the charge as she claimed this issue was caused by not seeing the listing any longer in her accountAt that time she was advised that the listing was no longer appearing under the ‘listings’ section as it had sold and would appear under the ‘sales’ tabSellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted aboveWe understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurredIn this case, our total cost to make it right for the buyer was $ [redacted] Per our user agreement, [redacted] would be responsible for this cost and we will not be able to reverse this charge as she was notified of the sale of her tickets Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance, Sincerely, Andrea StubHub Executive Customer Care

Initial Business Response / [redacted] (4000, 8, 2015/10/23) */ Thank you for the opportunity to respond to Ms [redacted] 's complaint, Revdex.com Case XXXXXXXXI have reviewed this matter and understand that Ms [redacted] is dissatisfied with the price paid for tickets to a concertI will provide information as it pertains to StubHub policies It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you, you can adjust your ticket prices any time before they sell, and you will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementOur User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passesExcept for canceled events, buyers will not receive a refund for completed purchases and buyers cannot change or cancel any orders after the sale is complete; all sales are finalAs part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User AgreementA copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement All listings on our site come from individual sellers who set their own pricesIn most cases, the prices found on our website will be based on market value, popularity of the event, and seat locationHowever, pricing can also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of eventsAs we are an open marketplace for tickets, we do not restrict our sellers in regard to pricing above or below face valueIt is important to consider that all potential buyers will see a variety of tickets at a wide range of prices, and these prices may change frequently as sellers compete for our buyers' businessWhen setting the sale price of tickets, per our User Agreement, it is a seller's responsibility to comply with all applicable local, state, federal, and international laws, statutes, and regulationsAdditionally, the bottom of every page on our website contains the following message: "Use of this website signifies your agreement to the StubHub User Agreement and Privacy PolicyYou are buying tickets from a third party; StubHub is not the ticket sellerPrices are set by sellers and may differ from face value." Our online Customer Support section also addresses face value under the topic: "Do the listed ticket prices differ from face value?" In regards to Ms [redacted] 's complaint, she purchased tickets for The Cure on October 7, She contacted us after the purchase was made because she felt the site made an error and selected more expensive ticketsMs [redacted] explained she was looking to purchase tickets which were priced at $per ticket but she ended up purchasing tickets for $per ticketWe had our technical team review the purchase history and we were able to confirm that the tickets purchased were the same tickets that were selected, reviewed and confirmed in the checkout processAll information including price would have been displayed during checkoutWe also sent Ms [redacted] a confirmation email of the purchase which shows the same priceWith this information we can confirm there was no site error that occurred when the purchase was madeAfter informing Ms [redacted] of the results she was still adamant that there was an error on our endAs a courtesy we reviewed the purchase again and received the same resultsWe also were able to see that the tickets priced at $that she thought she had purchased were not listed for sale until minutes after her purchase was already made Our User Agreement states, "You are responsible for reading the complete listing before making a commitment to buy ticketsWhen placing an order, you are entering into a binding contract with the Seller to purchase those ticketsPayment is remitted to StubHub and disbursed to the seller according to our payment policyAll Sales are FinalExcept for cancelled events, you will not receive a refund for completed purchasesYou cannot change or cancel any orders after the sale is complete." Due to the terms of our User Agreement we are unable to issue Ms [redacted] a refund for the difference in priceHowever, we understand her frustration and as a one-time courtesy we have refunded her fees for a total refund of $ 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 Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't see any other resolution other than they refunded part of my feesI find this unacceptable because both sets of tickets were there at the same timeI wouldn't have purchased tickets in the same row, same section to pay more a ticketThat is a huge discrepancy in pricesI would still like the difference in prices between the tickets Final Business Response / [redacted] (4000, 14, 2015/10/29) */ Thank you for the opportunity to respond to Ms [redacted] 's rebuttal, Revdex.com Case XXXXXXXXI have reviewed this matter and I will provide information as it pertains to StubHub policies It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you, you can adjust your ticket prices any time before they sell, and you will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementOur User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passesExcept for canceled events, buyers will not receive a refund for completed purchases and buyers cannot change or cancel any orders after the sale is complete; all sales are finalAs part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User AgreementA copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement As previously explained, the tickets Ms [redacted] purchased for The Cure were listed at $per ticket but she claims she selected tickets in the same section and row which were priced at $per ticketWe had our technical team review the purchase history and we were able to confirm that the tickets purchased were the same tickets that were selected, reviewed and confirmed in the checkout processAll information including price would have been displayed during checkoutWe also sent Ms [redacted] a confirmation email of the purchase which shows the same priceWith this information we can confirm there was no site error that occurred when the purchase was madeWe also were able to see that the tickets priced at $that she thought she had purchased were not listed for sale until minutes after her purchase was already made We have already issued Ms [redacted] a refund of her fees in the amount of $as a courtesyUnder the terms of our User Agreement we would not be in a position to issue Ms [redacted] a refund for the difference in price that she paid however as a one-time courtesy we have issued Ms [redacted] an additional refund of $for a total of $ Our policies regarding this issue have been notedWe do not have anything further to add Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of any further assistance [redacted] Executive Customer Care Team Final Consumer Response / [redacted] (4200, 16, 2015/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was overcharged per ticketI would not pay the more expensive amount for the seats in the same rowI saw how much I was charged and immediately contacted their customer service chat.I am not confused as to what happened StubHub did advise in their previous statement that the tickets I was charged for and the tickets I was supposed to get are in the same section and row I still believe I am being ripped off

Thank you for the opportunity to respond to [redacted] rebuttal Revdex.com Case [redacted] 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 validWe can see that [redacted] stated he no longer had the tickets to fulfill on the orderThe terms in our User Agreement state the following “If your tickets have sold but you cannot fulfill the order (also referred to as 'dropping a sale' or a 'dropped sale'), StubHub may charge your 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 GuaranteeIn some cases involving dropped sales that result in unusually large losses to StubHub (for example, dropped sales involving large numbers of tickets or tickets with significant price appreciation), however, StubHub reserves the right in its sole discretion to charge your payment method the full amount of the replacement costs StubHub incurs under the FanProtectTM Guarantee (including costs in excess of 20% of the ticket price).” As [redacted] agreed the terms of our User Agreement which does advise that the price for the cancelled sale can be in excess of the 20%, the charges 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 MrHarold’s complaint, Revdex.com Case [redacted] I understand that MrHarold is dissatisfied with our process in regard to invalid tickets claims I will address this concern 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 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 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 [redacted] 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 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 After investigating further into this case myself, I worked with our Marketplace Investigations Team and they have agreed to take a look at whatever information MrHarold is able to provideI cannot make any guarantees if MrHarold’s documentation will change the outcome of the case, but a representative from that team should have already reached out to him via email and we are very grateful for whatever he is able to provideI understand that MrHarold has the receipt for the replacement tickets his clients purchased at the venueThis and any other documentation from TD Garden verifying that an issue occurred would be extremely helpful We hope this addresses MrHarold’s concern If I can be of any further assistance, please let me know Sincerely, Chris [redacted] StubHub Executive Customer Care

Complaint: [redacted] I am rejecting this response because: You did not charge a portion you charged me 98% of the entire amount The tickets sold for $a piece per your sites "recommendation" although the value on the tickets were clearly marked by TicketsWest at $each You are charging me $on a $value transaction That is a lot more than a "portion." The tickets sold in minutes aprox, so your company was not out much in time eitherMy question is....had your site recommended %a peice would I now be out over $dollars? I called times and talked to agents who could have recommended for me to cancel to avoid this massive charge I am also sure the buyers found new tickets in minutes as there were plenty listed on your site for that exact day I am a single mom who does not have $to simply throw away And again have no way of controlling slug mailI've sold many items through Ebay, Craigslist and do most of my shopping online I have never seen such an enormous charge - 98% - for a shipping error This is a corrupt business practice and needs to change!Sincerely,Lisa [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]

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 AgreementA copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement StuHub has already provided documentation showing that both the User Agreement and the FAQ page clearly state that refunds will not be issued for postponed events unless they are ultimately cancelledIn this case, the event was rescheduled for [redacted] ***, and the game was played on that date As previously stated, StubHub is a fan to fan market place, and per the User Agreement all sales are finalThe tickets that [redacted] purchased were valid for the rescheduled game that was played on [redacted] ***, and as such a refund will not be provided Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, [redacted] StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] 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 Agreement Our User Agreement explains that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those ticketsAll sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is completeAs part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User AgreementA full copy of our User Agreement may be found at: www.stubhub.com/user_agreement In reviewing [redacted] order, he contacted us asking about how to fulfill a sale with Flash SeatsWhen listing on StubHub, the delivery options are PDF upload or UPS deliveryWe advised [redacted] that Flash Seats were not a supported fulfillment method and he would have to obtain PDF or hard stock tickets [redacted] successfully obtained hard stock tickets and shipped them to his buyer on 8/Unfortunately, because this order was notated as potentially having Flash Seats only, a representative failed to review the delivery information before cancelling this order as we do not allow Flash Seat fulfillment This was an errorThe charge processed on this order has been fully reversed and [redacted] will be paid for these ticketsWe reached out and let [redacted] know that he would be paid with the sell fee waived for the inconvenience Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, Kaila StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case # [redacted] I will provide information as it pertains to StubHub policiesIt 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 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: www.stubhub.com/user_agreementIn reviewing [redacted] account, he placed an order for [redacted] on [redacted] which took place however [redacted] did not complete the concertDue to this, we had to take steps to ensure that all original purchasers for this event who purchased tickets through the primary were being refunded prior to the event being cancelled on siteOnce StubHub confirmed the event was cancelled with the primary all orders on site were cancelled and [redacted] received a full refundRefunds do take up to business days to process depending on your banking institutionThank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of any further assistanceSincerely, Erin StubHub Executive Customer Care

Complaint: [redacted] I am rejecting this response because: A purchase was made in error I attempted to gain a refund immediately after purchase and was rejectedI was not adequately notified that all sales are final Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 7, 2015/06/17) */ Thank you for the opportunity to respond to Mr [redacted] 's Revdex.com complaint, case XXXXXXXXI understand the concerns noted and will address the issue as it pertains to StubHub policies It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party As stated in our User Agreement and in various Customer Support topics on our website, Customers are able to pay for purchases using PayPal, credit or debit cardsAs explained in our Customer Support FAQ "Using PayPal to pay for tickets, buyers choosing to use PayPal may create a PayPal account or sign into an existing PayPal account while ordering tickets on our siteWe'll save their PayPal preferences so that they won't have to sign into PayPal the next time they order ticketsBuyers can save one PayPal account in their StubHub account at a time StubHub includes a link to the PayPal site during checkout for users to obtain information about their PayPal account or to manage their account preferencesThe PayPal site provides Frequently Asked Questions ("FAQ") regarding PayPal Credit, including an explanation that PayPal Credit may be available for purchases with certain merchantsIt also notes specific exemptions, including, for example, exclusions for eBay purchases("PayPal Credit can be used for most purchases on eBay, except in the following categories: adult, digital goods, weapons, alcohol, and vehicles")According to Mr [redacted] 's complaint, he set his default payment settings on PayPal to PayPal CreditStubHub does not currently accept PayPal credit, so PayPal used a different payment method to complete the purchaseAccording to the complaint, this was confirmed by PayPal during a call We apologize for any inconvenience to Mr [redacted] After he contacted us regarding this issue, we offered him the option to switch his payment method or to relist the ticketsIn addition, we issued him a gift card toward a future purchase as a courtesy Please let me know if I can be of further assistance in this matter [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 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 In reviewing [redacted] account, she placed an order for [redacted] on [redacted] for the show taking place on [redacted] , which has now been postponedWhen placing this order, [redacted] was provided the estimated delivery date and by placing the order, [redacted] agreed to the terms of our User Agreement and entered into a contractual agreement with the seller to purchase the tickets with the understanding when the orders would be fulfilledWhile sellers are not paid until the tickets are delivered to their buyer, in most cases sellers fulfill their orders well before the estimated delivery date, which is why we are unable to provide refundsWe do understand that [redacted] has postponed and no date was provided for the new show however, Key Arena will honor the tickets with the original date/time printed on themWhile we do understand the frustration this event has caused due to the postponement and not cancellation, as a one-time courtesy I have issued a full refund back to [redacted] credit card in the amount of $ [redacted] , please allow up to business days for the refund to reflect, this refund will also invalidate the tickets provided to [redacted] and they will no longer be valid for the rescheduled date Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance, Sincerely, Erin StubHub Executive Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ Thank you for the opportunity to respond to Mr [redacted] 's Revdex.com complaint, case XXXXXXXXI 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 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 It is stated in our User Agreement under Buying Tickets: "When placing an order, you are 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, you will not receive a refund for completed purchasesYou cannot change or cancel any orders after the sale is complete." In reviewing Mr [redacted] complaint, Mr [redacted] purchased tickets on July 22, in which he received an email that confirmed the purchaseMr [redacted] was charged for the full cost of his ticket in the amount of $Mr [redacted] contacted StubHub inquiring if he can cancel the order, as he did not see any charges on his statementAs stated above, we advised Mr [redacted] that his sale was final upon checkout and advised that the charges to his credit card were captured at the point of sale Mr [redacted] then requested to have seller reduce the price of the tickets as he was not satisfied with the price he paidWe explained to Mr [redacted] that we are unable to accommodate that request, per our User AgreementWhile we understand Mr [redacted] does not agree with our seller policies, as a marketplace, StubHub does not own the tickets on the site nor does it set prices for ticketsBecause sellers set ticket prices, they may be higher than face value As Mr [redacted] is now the owner of these tickets, we are more than happy to work with Mr [redacted] relist the tickets if he would like to try and make his money back Please let me know if I can be of further assistance in this matter [redacted] StubHub Executive Customer Care