Stubhub.com

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 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 As the industry leading ticket marketplace, StubHub has access to a rich transactional dataset which we are able to use to determine how our customers perceive seat qualityWith this data, we have built algorithms that will make ticket buying a more informed and efficient process on StubHubCurrently, price, location and proprietary historical data are a few of the factors that fuel our algorithmA combination of seat quality and ticket scoring determines ticket ranking and how ticket recommendations are displayed on StubHub In reviewing the map we have for [redacted] ***, Section has two sections“Baseline 107” and “Lower Level Baseline 107” are two separate sectionsLower Level Baseline has tickets with rows A-MBaseline has tickets with rows 1-Our map is up to date and matches the primariesBased on this information, there is no evidence that [redacted] listings are impacted differently on the Best Value feature 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 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, Consol Energy Center 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

I am writing from StubHub’s Executive Customer Care department in response to the complaint [redacted] filed by *** Winger'sIt 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, MsWinger stated she submitted a claim to restore her account after it was hacked and used to make purchaseWith the contact information provided in MsWinger’s complaint, we were unable to locate a StubHub account registered to MsWinger In addition to the claim that was submitted we could not locate any order placed under MsWingerTherefore we will need more information to help MsWinger with this situationMsWinger can contact us at [redacted] and speak with a customer service representative about her case I hope this information assists you investigating this issuePlease contact me if I can be of further assistance Sincerely Allie A StubHub Executive Response Team

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 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 [redacted] account, the order was placed on [redacted] From the information provided by [redacted] , her flight to Houston was canceled on December 8th [redacted] called into StubHub Customer Service to let us know that her flight had gotten canceled and asking for next stepsStubHub advised [redacted] that as all sales are final, she would have to look into reselling the tickets on StubHub [redacted] did attempt to sell the tickets on StubHub however, per our User Agreement, StubHub does not guarantee that your tickets will sell or that your listing will appear on the Site within a certain time after it is postedStubHub will not, for any reason, provide compensation for tickets that do not sellAlthough it was not the buyer’s fault that they could not attend, we offered what we could do to help make the situation betterAt this time there is no refund or compensation that we would be able to provideThank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistanceSincerely, [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 AgreementA copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement In reviewing [redacted] account, he is correctly unsubscribed from promotional emailsThis issue was escalated to our technical team who confirmed there is a site error that is preventing some users from being successfully unsubscribedWe are working to resolve this as we do understand that unsubscribed users do not wish to receive these email communicationsThere is not currently a date that can be provided for this fix but we are working on the error in our backend system Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, Kaila StubHub Executive Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/09/30) */ Thank you for the opportunity to respond to Mr***'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 Mr***'s complaint, the tickets in question were listed on September 18, and sold shortly afterWhen listing the tickets Mr [redacted] would have only been presented with the option to upload a PDF file because of the short timeframe until the eventWhen selecting the PDF option Mr [redacted] would have been presented with a message stating "You cannot make your own PDF files from scans, photos, or copies of paper tickets or printoutsFor more information check the 'Need help?' section." Mr [redacted] continued and listed the tickets by uploading scanned copies of the hard ticketsThe buyer's contacted us on September 19, to notify us the tickets they received were scanned copiesThe buyer's chose to cancel the orders and receive a replacement tickets as part of our FanProtectTM GuaranteeAs a result Mr [redacted] was not paid for the sales and was charged $on all orders, which was our total cost to make it right for the buyers Our Seller Policies also states, "Never create your own electronic ticket files from scans, photos, or copies of paper tickets or ticket printoutsOnly choose e-tickets if the tickets originated as electronic PDF files and you have the original files." We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy ticketsFailure by sellers to deliver tickets as listed creates a bad experience for our buyersAs a seller on StubHub, Mr [redacted] is responsible for listing his tickets correctly and fulfilling his orders as listedPer our User Agreement, Mr [redacted] would be responsible for the total cost to make it right for the buyers Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance, Sincerely, [redacted] StubHub Executive Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand this, but their website is misleading and fraudulentThey try to make people upload paper tickets by posted a PDF upload link, when you are suppose to mail them so it is confusing to the customerIt is a scam Final Business Response / [redacted] (4000, 9, 2015/10/06) */ Thank you for the opportunity to respond to Mr***'s rebuttal, 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 As previously explained, when Mr [redacted] listed his Rascal Flatts tickets he uploaded a scanned copy of a hard ticketPer the terms of our User Agreement, if a seller delivers 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 GuaranteeWhen going through the sell flow Mr [redacted] would have been only been presented with the option to upload a PDF fileThis is due to the timeframe when he listedAll hard tickets that would need to be shipped to a buyer will be removed from our site business days prior to the event to provide time for deliveryMr [redacted] listed his tickets his tickets on September 18, for an event the following day We also provide a notice during the listing process, "You cannot make your own PDF files from scans, photos, or copies of paper tickets or printoutsFor more information check the 'Need help?' section." As previously stated, Mr [redacted] is responsible for listing his tickets correctly and fulfilling his orders as listedPer our User Agreement, Mr [redacted] would be responsible for the total cost to make it right for the buyersOur 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

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 orders, [redacted] agreed to the terms of our User Agreement and entered into a contractual agreement with the seller to purchase the tickets with the understanding when the orders would be 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 at this time the [redacted] has provided a new date of [redacted] and 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, ErinStubHub Executive Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/07/22) */ Thank you for the opportunity to respond to Mr [redacted] complaint, Revdex.com Case XXXXXXXXI understand Mr [redacted] is dissatisfied with our policies on canceling an orderI will provide information as it pertains to StubHub policies It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement Per our User Agreement, it is noted that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passesAll sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is completeAs part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User AgreementPayment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy In reference to Mr [redacted] 's complaint, he purchased a ticket on 7/11/for Rangers at Astros Parking Pass [redacted] 7/19/The ticket Mr [redacted] selected is located at [redacted] - mi from venue, it is not on the Minute Maid Park propertiesA map of the parking lots is provided which shows the location of the lot in comparison to the venue's locationThe seller listed the tickets correctly with the Section noted as " [redacted] - mi from venue"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 purchaseOnce the order was placed and the ticket was delivered to Mr [redacted] , the seller was paid per the terms of our User Agreement since the seller listed the tickets correctly and delivered the tickets exactly as noted in his listingIn situations where a seller listed all information correctly and delivered tickets as listed but a buyer is not able to use the tickets purchased, a buyer has the option to list the tickets for sale on our site We understand in this case that Mr [redacted] has noted that the information was confusingMr [redacted] contacted us by chat on 7/11/15, we explained that we cannot exchange or refund the ticket as it was listed correctlyWe provided him the option of listing the ticket for sale on StubHub and a partial coupon of $Mr [redacted] disconnected the chat and has not contacted us sinceHowever, as a one-courtesy, we have made an exception and issued a coupon to Mr [redacted] for the full amount of his purchaseThe coupon will be valid for one year and may be applied to future purchases on our site 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 Consumer Rebuttal / [redacted] (2000, 7, 2015/07/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response as it is what I asked for during my discussion with the customer service rep

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 FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffersPer the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyerIn cases where a seller does not fulfill an order correctly after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM GuaranteeHowever, in cases that result in unusually large losses to StubHub (for example, nonfulfillment of sales involving large numbers of tickets or tickets with significant price appreciation), StubHub reserves the right in its sole discretion to charge the sellers payment method the full amount of the replacement costs StubHub incurs under the FanProtectTM Guarantee In reference to [redacted] complaint, she sold tickets to [redacted] on [redacted] 4thWhen [redacted] originally listed her tickets she was prompted to enter the ticket details such as section, row and seat numbers [redacted] listed her tickets in section Balcony Center, Row W, Seats 9, Our User Agreement states, “All of the seats in your listing must be together (consecutive), unless they are piggyback seatsIf you're listing 'piggyback' seats, you must select the 'Piggyback' check box when listing your tickets for sale.” After the tickets were purchased [redacted] fulfilled the order with the tickets in Balcony Center, row W, seats 9, [redacted] had contacted us on [redacted] 5, [redacted] after receiving errors when trying to upload the PDF tickets to the orderIn our email response, we had advised [redacted] that the seats were not consecutive and had attempted to reach out via phone and email to advise of this and to see if consecutive seats could be provided to the buyerShe had contacted us back that same day and was advised of the seller polices as explained above and was advised of the possible charges associated with the cancelled sale At this time we needed to make this issue right with her buyer under the terms of our User Agreement and FanProtectTM GuaranteeHowever, the event which was scheduled for [redacted] 7th had been cancelled by the venue so we did not end up having to replace the order for the buyer and [redacted] was in fact not charged due to the cancelled eventThere are currently no charges showing being placed to [redacted] and she was not paid for this sale due to the event cancellation We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy ticketsFailure by sellers to deliver tickets as listed creates a bad experience for our buyersAs a seller on StubHub, [redacted] is responsible for listing her tickets correctly and fulfilling her orders as listedWe understand that mistakes may occur [redacted] could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement if the event had not been cancelled and if we had to replace the order for her buyer 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] (1000, 5, 2015/11/13) */ Thank you for the opportunity to respond to Ms [redacted] ' Revdex.com complaint, Revdex.com Case XXXXXXXXI understand her concerns and will provide information as it pertains to StubHub processes and 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 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 In reviewing Ms [redacted] ' account, she contacted us on November 2, reporting that she was charged for tickets but had not received them yetOur Trust & Safety team reviewed the order when it was originally placed and took the appropriate actionUnfortunately, due to our Privacy Policy, we are not able to provide any additional information in response to this consumer complaint Thank you for the opportunity to provide information about StubHubIf I can be of any further assistance, please let me know [redacted] StubHub Executive Customer Care

Thank you for the opportunity to respond to MsGalberki’s complaint, Revdex.com Case [redacted] I understand the concerns noted and will address this issue as it pertains to StubHub policies In reviewing this order, I can see it was placed on our international siteMy team and I are based in the United States, and can only address or resolve issues taking place on the U.Send of the websiteAs a result we do not have access to this order or the details therein and would be unable to assistHowever, MsGalberki is more than welcome to reach out to our International Customer Service Team for help with this issue 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 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] canceled order, he sold two tickets on [redacted] for the [redacted] When he contacted us regarding fulfilling the sale, we explained he was not able to fulfill a sale with Flash SeatsWhen sellers list tickets, they must select that they will deliver tickets via PDF upload or ship via ***These are the only fulfillment options for all sellers on our siteAdditionally, while in the listing process before creating any listing, our site states “By listing tickets on our site, you’re agreeing to our Seller Policies.” If users are first time sellers or are unfamiliar, they can click on the words “Seller Policies” to read moreThe first outlined policy states sellers are not allowed to list paperless tickets or flash seats As [redacted] was already advised, 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 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, we provided a partial refund of $***As this cancellation charge is valid, no further compensation will 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, Kaila StubHub Executive Customer Care

The people making these decisions at Stubhub are demonstrating to be a greedy business who have lost the human side of business and are only interested in making a profit even at the expense of people's mistakesTheir policy is smeared with terms "protecting" the seller and/or buyer when they as the marketplace (business) facilitating these sales hide just to make a profit For this specific event; the price is times that of available tickets online so their claim of market value is diminishedPopularity of event? a spanish rock singer from decades ago is not very popularSeat location? It's general admissionPopularity, standings, ratings, and location are not indicative for such high priced ticketsYes you say you are just a marketplace? Let irresponsibility run wild when pricing while opportunistically waiting for someone to take the bite Does Stubhub offer a compromise? a refund to me of their piece of the cake? NoI received an email saying if I am not satisfied with my purchase I can resell free of their feesI followed the instructions and the fees still appeared? As it stands I would have to sell these $tickets for $each to make my money backGiven the time I have spent on this complaint, do you think Stubhub would reach out to me as an individual or assign one person to handle this complaint? Instead of sending generic emails to have me create more foot traffic on their website yes sure you waive the fees again creating sense of doing what is right Obviously this is far from the first complaint, as I was advised by my credit card company to file a complaint with the Revdex.com because they see this injustice happen so many times and they are tied up with regulations based on Stubhub's binding policyLife is not just about money Stubhub and if you cared about your customers you would evaluate each individual case and have a program where you would buy, in my case, these tickets and put them up in your marketplace given all the time and resources that you have at your disposals to make sure these tickets sell Bad business overallI guess the people who work at Stubhub have never made mistakes with the opportunity to be made right if the business structure had any integrity at all Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] Marco

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case [redacted] I understand the concerns noted and will address this issue as it pertains to StubHub policies.It might help to explain that StubHub is a ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers states “You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund.” In reviewing this complaint, [redacted] purchased tickets for a [redacted] game on 10/Because the seller of this order did not uphold their commitments per our StubHub FanProtect Guarantee for this order, we are happy to process a full refund [redacted] order[redacted] poor experience is not a typical experience our customers have when using our website and we take these issues very seriously when they do occurWe want to make this situation right for [redacted] and let her see firsthand that her experience was far from typical as she should expect a seamless, hassle-free experience under the protection of our StubHub FanProtect Guarantee moving forwardIf I can be of any further assistance, please let me know.Sincerely, [redacted] StubHub Executive Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/11/20) */ Thank you for the opportunity to respond to Mr [redacted] ' complaint, Revdex.com Case XXXXXXXXI understand the concerns noted and will address this issue as it pertains to StubHub policies It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers [redacted] "You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund." Our User Agreement [redacted] , "In our effort to protect our Buyers and Sellers we may screen ticket sales or listings for signs of fraud using algorithms or automated systems, which may result in automatic cancellation of listings or sales and temporary or permanent suspension of accountsIf your transaction is cancelled in error, or your account suspended in error, please contact us and we may reinstate your account or listing, in our sole discretion." A full copy of our User Agreement may be found at: www.stubhub.com/user_agreement In reference to Mr [redacted] complaint, I was able to confirm that he did attempt to make a purchase on June 28, for Taylor Swift ticketsIt appears the order was never completed as our system thought there was an error with his account and for his protection stopped the transaction from going throughAs explained above, our Trust & Safety team reviews all issues on a buyer or sellers account, as they did in this situationDue to our privacy policies, we are not able to provide further details for this particular case other than a full review was made by our Trust & Safety team and action was taken based on the results of the review Thank you for the opportunity to provide information about StubHubIf 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 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 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 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 20% 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 cost of replacements In reviewing [redacted] sale, he listed two tickets on September He was advised in the listing process and in the listing confirmation email that the tickets would have to be uploaded within hours of his a saleOur listing process also states that sellers will be notified of a sale via email [redacted] two tickets for [redacted] sold on September 10, and the expected delivery date was September [redacted] was sent an email on September advising the tickets had been sold, and a second email on September advising the deadline to upload these tickets was approaching On September 14, as the tickets had not been uploaded to complete this sale, [redacted] order was canceled and he was charged for the cancellationOur seller policies explain that if a sale is canceled, sellers are liable for all charges we incur to make it right for the buyer to meet our obligations under the FanProtect Guarantee We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy ticketsFailure by sellers to deliver tickets as listed creates a bad experience for our buyersWe understand that things happen and mistakes may occurIn this case, our total cost to make it right for the buyer was $***.**Per our User Agreement, [redacted] would be responsible for this costHowever, as a one-time courtesy, we provided a partial reversal and refunded $**[redacted] of this chargeGiven that consideration has already been provided in this case, the remaining charge will stand 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 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: 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 [redacted] complaint, when the tickets in question were sold on August 5, ***, a confirmation email was sent immediately notifying [redacted] of the sale and advised to upload his tickets within hours which in this case would be on August 7, ***The tickets had already been sold by [redacted] on a separate order on July 25, [redacted] which had already been fulfilled with the same tickets sold on August 5, ***In the email provided, we also provided [redacted] a link to ‘Report an Issue’ along with the following note: “Reminder:If you're unable to deliver the ticket as promised, your payment method will be charged an amount generally equal to 20% of your ticket cost.” On August 6, ***, since [redacted] had delivered the same sets of tickets to both of his buyers, as they were double listed, we needed to make this issue right with his buyer under the terms of our User Agreement and FanProtectTM GuaranteeAs a result, [redacted] was not paid for the order (he delivered duplicate tickets) and he was charged the 20% fee for the double sale On August 7th [redacted] called in wanting to dispute the charge as he claimed this issue was caused by a site errorAt that time he was provided with a charge dispute formSellers 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 costHowever the form was reviewed and it was determined the charge would not be reversed as there was no evidence of a site errorThe listing confirmation emails were sent successfully to advise of both listings at the time each set of tickets were listed 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

Complaint: [redacted] I am rejecting this response because: The business should refund me the full amount of the unauthorized charges they billed me forThe fact that the billed, reversed and re-billed proves they had no idea what they were doing and are failing to take responsibility hiding behind a clause that lets them do whatever they want, except the right thing, Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 7, 2015/09/11) */ Thank you for the opportunity to respond to Ms***'s complaint, Revdex.com Case XXXXXXXXI understand the concerns noted and will address this issue as it pertains to StubHub policies It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers states "You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement In reviewing this complaint, Ms [redacted] purchased tickets for Show Me the Money Tour for September 10th, The event was originally to be held at Shine Expo Hall but was relocated to Club NokiaThe information on our website at the time Ms [redacted] purchased the tickets showed the event would be held at the Shine Expo Hall because the venue change had not been confirmed with our events team yetMs [redacted] was not issued a refund because we needed to confirm if the original tickets would be valid to useOur User Agreement also states, "StubHub is not responsible for partial performances, or venue, line-up, date, or time changesNo refunds will be issued in these instances." After further review, we were able to confirm that the new venue Club Nokia would have new tickets under the buyers name at the box office which they could pick up the night of the eventAs the tickets Ms [redacted] received could be exchanged for valid tickets, under the terms of our User Agreement, we would not issue a refundHowever we understand that this situation was inconvenience for Ms [redacted] and as a one-time courtesy we have issued a full refund of $on September 4th, 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, 9, 2015/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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] Heibel