Stubhub.com

Thank you for the opportunity to respond to [redacted] Revdex.com rebuttal, case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub 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 AgreementA copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreementIn reviewing [redacted] sale, he listed and sold two tickets on [redacted] for an [redacted] gameThe tickets were listed on [redacted] and the In Hand Date that was set during the sell flow was [redacted] When listing tickets on our site, sellers are prompted, “Are you ready to deliver your tickets?” and then can select their delivery method and their In Hand DateIf sellers selected “Yes” to the question, “Are you ready to deliver your tickets,” the In Hand Date will be set as that dayAs the listing was created on [redacted] and the In Hand Date that was set when the listing was created was [redacted] 30, this is likely whyThe In Hand Date was not changed during the listing processA few minutes after these tickets sold, [redacted] used our site to indicate that he did not have the tickets In Hand and would have them on [redacted] [redacted] buyer rejected the delivery date change and, per our Fan Protect Guarantee, the order was canceledAs a seller on StubHub, [redacted] is responsible for costs incurred to make this right for the buyer as noted in our Seller PoliciesIn this case, our total cost to make it right for the buyer was $ [redacted] As a one-time courtesy, we provided a $ [redacted] reversal and the remaining charge is $ [redacted] This processed as a credit memo as it failed to charge the credit card on fileAs this has not been paid, this charge has been sent to collectionsAs it is a valid cancellation and charge, this remaining charge will standThank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me knowSincerely, Kaila StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment 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 buyer In reviewing [redacted] transaction, she purchased two tickets on [redacted] for an event taking place on [redacted] Shortly after the purchase was made, [redacted] contacted us to cancel her orderAt that time, we advised [redacted] that we cannot cancel the sale as we do not own the inventory of the tickets purchased and the tickets were purchased from another fan much like herself [redacted] was advised of our FanProtect Guarantee for buyers and sellers and as this seller has not done anything incorrectly the sale is finalThis information is provided in our User Agreement as well Buying TicketsYou are responsible for reading the complete listing before making a commitment to buy ticketsWhen placing an order, you are ent***g 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 As we cannot cancel this sale, we did advise [redacted] that she could relist the tickets back onto the site and we would waive the fees to recoup the funds lost in the purchaseAt this time the tickets are listed on [redacted] StubHub account and as the event does not take place until [redacted] there is time to recoup the funds lostIf the tickets do not sell, [redacted] can contact us back at that time and we can review this issue further Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance, Sincerely, [redacted] StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] 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 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 AgreementA copy of our User Agreement may be found at: www.stubhub.com/user_agreement In reviewing [redacted] sale, he was advised that his $ [redacted] payment was used to fulfill a credit memo from a previous order [redacted] requested a previous sale be canceled, and he was charged a cancellation feeWhen we attempted this charge, it initially failed, and thus became a credit memo for $ [redacted] on [redacted] StubHub accountAs this has not yet been successfully charged, [redacted] payment of $ [redacted] for this order went towards fulfilling this credit memo As a valid credit card has not been added to [redacted] StubHub account, we will be able to charge the remaining amount to that card and remove this credit memo from [redacted] accountThis has been sent to our payments department to complete 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 AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you, you can adjust your ticket prices any time before they sell, and you will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement Our User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passesAll sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is completeA full copy of our User Agreement may be found at: www.stubhub.com/user_agreement In reviewing [redacted] purchase, he ordered two tickets to [redacted] in [redacted] on [redacted] 1st, ***In [redacted] the band announced that this date, as well as two others in [redacted] , were postponedTheir announcement said they would reschedule as soon as scheduling allowedAt this time, no date has been announcedThe event is still postponed awaiting a new dateThe event was not canceledOur events team is monitoring for an update and once a new date is announced, or if the show is canceled, [redacted] will be notified via email As noted in our User Agreement above, refunds can only be provided if a seller fails to deliver tickets as listed or the event is canceledAs this event has not been canceled and the band still intends to reschedule this show, a refund of this order will not be processedAs a one-time courtesy, we refunded [redacted] buy fee of $***Because this show is postponed and the order is valid, no further compensation can 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

Thank you for the opportunity to respond to MrDiGiulio’s complaint, Revdex.com Case [redacted] 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 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 The Seller Policies section of our User Agreement notes rules for listing ticketsThis includes a requirement for sellers to provide accurate section, row, and seat information about their ticketsIn addition, sellers are required to disclose any ticket features listed on their tickets or disclosed when the original purchase was madeIf any of the information in a ticket listing does not accurately reflect the actual tickets delivered to the buyer by the seller - including features and comments a seller selects or disclosures a seller fails to select – the seller may not get paid, may incur fees for us finding replacement tickets for the buyer, or may be subject to other consequences as outlined in our User Agreement For the tickets purchased on our website by MrDiGiulio for the Colorado Avalanche game noted in his complaint, I’m able to see that a download instructions email was sent to MrDiGiulio’s email address in fileThis contains step by step instructions on downloading tickets and I will attach a copy to this responseSince we are able to determine that the seller correctly delivered the tickets, StubHub would not be able to refund this orderHowever, as a one-time courtesy, and to help MrDiGiulio get to and enjoy another game without any difficulty, I would like to offer a coupon in the amount paid for the order, this would be applied directly to MrDiGiulio’s StubHub account and could be used in a purchase for anything he would like to attend Thank you for the opportunity to provide specific information regarding this issuePlease contact me if I can be of further assistance Sincerely, Chris [redacted] StubHub Executive Customer Care

Complaint: [redacted] I am rejecting this response because:I would like to know the length of time the "period of inactivity" representsI appreciate the response and will accept the deactivation, but I would like to ensure the period of inactivity referenced isn't unreasonable Sincerely, [redacted] Graham

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 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 eventsWe do not own any of the tickets listed on our siteListings on our site come from individual sellers who set their own prices for the tickets listedBy 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 FanProtectTM 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 AgreementA copy of our User Agreement, including Seller Policies and the FanProtectTM Guarantee, is attachedA copy may also be found on our website at [redacted] StubHub sellers have a proven record of reliability that we're very proud ofWhen orders are not fulfilled with valid tickets, the buyer experience and the reputation of all our sellers sufferFor all sellers, we require authorization of a valid credit card prior to listing ticketsIf, at any time, sellers list tickets with inaccurate or misleading information, fail to deliver tickets as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers are held responsible for any and all charges we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including, but not limited to, the cost of replacement tickets, coupons, and refunds to the buyerUpon reviewing [redacted] order, I see that on December 24th 2017, we called the buyer to let them know that the seller had double sold the tickets due to a site issue that had happenedPer our FanProtectTM Guarantee, we let [redacted] know the options we had as replacement seatsAn hour later, [redacted] contacted StubHub and accepted the replacement ticketsLater that day, [redacted] chatted in to express how she was unsatisfied with the replacement seats and wanted a full refund because she had to leave the game due to the visibility from the row she was sitting inAccording to the information provided to us, [redacted] was able to get into the event because we had provided her with replacement tickets so that she could goAt that time, if [redacted] was not satisfied with the replacement tickets that we offered, she should have declined the tickets so that we could find new replacement ticketsAt this time, we would not be able to provide [redacted] with any further compensation because ultimately, she did get into the event and she had the ability to decline the replacement tickets when they were offered to her Please let me know if I can be of further assistance in this matterSincerely, [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 Our User Agreement and Seller Policies also state: “By listing a ticket for sale, you are making a binding offer to sell that ticket to a Buyer who purchases the ticket for the price you have specifiedWhen a Buyer accepts your offer by purchasing your ticket through our Site or Services, you are contractually bound to deliver thatexactticket for the specified price andwithin the required delivery timeframeUnder no circumstances may Sellers cancel orders at one price and repost the same tickets for a higher price.” In reviewing [redacted] sale, he sold two tickets on [redacted] for New Orleans Pelicans at [redacted] on [redacted] As noted above, sellers are responsible for monitoring their listings and are obligated to fulfill orders as listed or they will face cancellation chargesOur policies also explain that StubHub is not responsible for venue or event changesOnce placed, all sales are final Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, Kaila StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies StubHub is a ticket marketplace that allows our users to buy and sell tickets for sports, concerts, theater, and other entertainment events As a marketplace, we do not own the tickets listed on our site nor do we set prices for ticketsWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website or our mobile applications, buyers and sellers agree to be bound by the StubHub User AgreementA copy of our User Agreement may be found at www.stubhub.com/legal We count on sellers to help us keep StubHub a safe, secure, and reliable place for fans to buy ticketsAs such, sellers need to follow a few rules, as outlined in our User Agreement, User Privacy Notice, and Seller Policies, to make sure our marketplace continues to thriveBuyers and sellers must create an account to list, sell or purchase tickets and they must have a valid credit card or debit card on fileIt is up to sellers to make sure the tickets listed for sale on StubHub are valid and that buyers receive tickets as listed and in time for the eventIf a seller delivers incorrect, misrepresented, or invalid tickets for any sale, the seller will be subject to a replacement fee, other charges, and/or other consequences as outlined in our User Agreement If we believe a buyer or seller is not complying with the terms of our User Agreement, we may investigate and the buyer or seller is obligated to cooperateWe may take any action that we deem appropriate for such issuesThese actions may include, but are not limited to, removing a listing, cancelling a sale, withholding a payment, charging a payment method on file for amounts owed or costs we incurred due to misconduct, or suspending a user from accessing our site [redacted] has noted in his complaint that our Trust & Safety team has been in contact with him regarding his accountHe has been advised of specific information we require as part of our investigationOnce [redacted] has complied with our request, we will be able to move forward with our investigationDue to our privacy policy, we are not able to provide any additional information at this time Sincerely, Erin StubHub Executive Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ 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?" We can understand Ms [redacted] 's concerns stated in the complaintHowever the listed ticket price was accepted when she completed the purchase on our websiteSince we paid the seller based on the listed price for the tickets, per the terms of our User Agreement, we are not in a position to provide Ms [redacted] with a refund for the purchaseAs a onetime courtesy, we are willing to offer Ms [redacted] a coupon valued at 25% of their purchase price for future use on our siteWe have emailed this offer to Ms [redacted] Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, [redacted] StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events 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] order, this order was placed May 4th and the tickets were shipped the next day, May 5th [redacted] received a confirmation email for her order and an email stating the tickets were shipped, which includes a [redacted] tracking numberThe tickets were successfully delivered to the address [redacted] provided on May 6th [redacted] was sent another email reminding to check the tickets as they have been deliveredWhen [redacted] contacted us on June 13th stating the tickets had not been delivered, we reached out to the seller to receive reprintsAs StubHub is a ticket marketplace, we do not own the tickets and cannot reissue tickets ourselvesInstead, the seller of these tickets had to check with the primary to request and receive reprints On June 24th [redacted] seller confirmed they were successful in obtaining reprints for these tickets and shipped them out with a new [redacted] labelWe emailed [redacted] the trackingAfter attempted delivery being unsuccessful on June 28th, [redacted] returned the package to us on July 25thAt this time, [redacted] had submitted a chargeback for this order with her bankWhen a user submits a chargeback for a valid charge, we reach out to the user and let them know their account will be deactivated if they do not resolve or close their chargebackWe reached out to [redacted] on July 26th and advised the chargeback needed to be closed so we could deliver her tickets When [redacted] contacted us on August 15th, we offered a 25% refund of $***We are unable to provide a full refund as per the terms of our User Agreement, [redacted] seller sold, shipped, and delivered these tickets to the provided shipping address and [redacted] entered into a contractual agreement with the seller [redacted] seller was paid once the [redacted] tracking showed the tickets were successfully deliveredAs consideration has already been provided in this case we are not able to offer higher compensation on this order 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, 2015/12/17) */ Thank you for the opportunity to respond to Mr [redacted] '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 In reference to Mr [redacted] 's complaint, he sold tickets to The Big Ticket with Twenty One Pilots concert on November 30, and successfully delivered the tickets to his buyer on December 2, at 5:PMHis payment of $started processing the following business day, December 3, Typically payments issued to PayPal take business days to complete, however due to an issue with our system Mr [redacted] 's payment had been delayedOur payments team has been working to resolve all delayed payments as quickly as possibleDue to the delay and inconvenience this has caused, we have waived the 10% sell fee on Mr [redacted] 's order and he will be receiving an additional payment of $which was originally deducted from his payout We sincerely apologize for the delays Mr [redacted] has experienced, however our records indicate that he received his payment of $to his PayPal account on December 16, The additional payment of $is currently processing and will be delivered into Mr [redacted] 's PayPal account in business days 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, 2015/12/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Im ok with this.Getting the fee back helps

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 After receiving [redacted] complaint, I logged into my own StubHub account to try to duplicate the issueWhen I selected all of the home games for the [redacted] and hit continue, I received the same error message, “There was a problem, please try again.” However, I was able to list smaller groups of tickets; I listed tickets successfully through the bulk listing processI escalated this to our technical team to review why we were unable to list all home games in bulk listingOur technical team also duplicated the issue and discovered it was not only affecting the [redacted] ***, but all MLB teamsWe are now investigating this issue with our engineering team to resolve the issue As there is no date we can provide as to when this will be resolved, in the meantime [redacted] can list his tickets in smaller groupsWhile he reported an issue listing in groups of in his complaint, this is not something we were able to duplicateI successfully created listings at one time through the bulk listing flowThe error reported appears to be a general loading error To resolve this and bulk-list a group of games at a time, I recommend using [redacted] , as that is the browser that loads our site best [redacted] also works well, but [redacted] and [redacted] frequently have issues loading certain pages of our siteAdditionally, I recommend clearing cache and cookies on the browserCookies are files created by websites visited, and cache is a temporary folder, designed to speed up the computer by prioritizing its contents for quick access, making it easier to browse the webWhen history is bogged down with lots of cookies and cache, it can makes websites like ours load slower and encounter more errorsClearing cookies and cache can resolve many loading issues and error messagesBe sure to clear All history; oftentimes browsers default to clearing “the past two hours” of history and cacheFinally, close the browser before re-opening and trying again We understand the inconvenience of listing tickets separately and that is the purpose of the bulk listing tool; we apologize this is not functioning correctlyNow that we are aware of the issue our technical team is working to resolveIn the meantime, [redacted] can list his tickets in smaller groups with the troubleshooting steps above if he chooses Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, Kaila StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] Revdex.com 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 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 listedAs 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 our User Agreement may be found at: www.stubhub.com/user_agreement In reviewing [redacted] purchase, her order was canceled as the seller requested to change the delivery date of [redacted] tickets and she did not accept the changeHowever, the seller had already printed out the [redacted] label on this order and, in error, shipped the tickets to [redacted] after the sale was canceledWhen [redacted] contacted us, we provided a pre-paid [redacted] label to ship the tickets back as she had been provided a full refund on the orderAt this time, the tickets have been returned to the seller 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, 2015/10/21) */ Thank you for the opportunity to respond to Mr [redacted] 's complaint, Revdex.com Case XXXXXXXXI understand the concerns noted and will address this issue as it pertains to StubHub policies It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the 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 When Mr [redacted] contacted us we explained that our site is live and it is possible that there is a slight delay for it to update if the lowest priced tickets had sold or if the sellers had adjusted their priceWe also searched for tickets to this event and we were unable to recreate the issue and the correct amounts were reflected on the siteThis means the problem could have been caused by the individual browser Mr [redacted] was usingUnder the terms of the User Agreement it states, "StubHub does not guarantee that your tickets or related passes [redacted] 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 sell, even if it is due to Site unavailability from an outage or maintenance or listing delays." As previously explained, we were unable to recreate the issue that Mr [redacted] was experiencingDue to that and the terms of our User Agreement we are not in a position to issue Mr [redacted] any additional payment for his Kaskade tickets 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, 2015/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The two times I reached out to Stubhub regarding the issue, the customer service individuals were able to recreate the issue and acknowledged the errorPlease look in the conversation historyObviously in the weeks since this issue was brought up they fixed the issue, but that doesn't free them from offering price of ticket and only selling othersThe issue at hand has NOTHING to do with timing, it was due to issues on their end and instead of shutting down the tickets for this event until they were able to fix it, they falsely advertised tickets for price and only allowed users to buy at a much inflated priceTypical large corporation trying to deny, deny, denyI don't care about the difference in ticket pricesI care that the site was fraudulent and they didn't do anything to better serve their customers, both buyers and sellers Final Business Response / [redacted] (4000, 15, 2015/11/05) */ Thank you for the opportunity to respond to Mr [redacted] 's rebuttal, Revdex.com Case XXXXXXXXI understand the concerns noted and will address this issue as it pertains to StubHub policies We are sorry to hear that Mr [redacted] does not agree with our responseTo review, we were not able to duplicate the issue Mr [redacted] reportedAs a live site, and especially for popular events, lower priced tickets may sell quickly and at any time, including when a buyer is viewing other tickets for that eventIndividual ticket prices shown after a specific event is selected are based on the number of tickets a buyer has selectedFor example, if a seller is only allowing their tickets to be sold in groups of 2, those tickets and the related price will not be shown if a buyer has selected a ticket quantity of or In addition, there were no other reports of pricing issues with the Kaskade event Mr [redacted] referenced or any other events during that time periodAlso, as noted previously, we are not able to provide compensation for tickets which are listed on our site but do not sell 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, 17, 2015/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've been using Stubhub for years, I know the difference between prices based on quantity of tickets differences, give me a breakThat WASN'T the issue as I laid out in my previous descriptionsOnce again, go to my Live Chat history and you can see that the customer service representatives were able to recreate the issue because the issue was there for multiple days until it was fixedThis is typical corporate denial in hopes that I'll give up I don't want ANY compensationThis is about the ethical display of their website and the lack of action taken by their team when this issue was identified

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 may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement Per our User Agreement, it is noted that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passesAll sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is completeAs part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User AgreementPayment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy The Seller Policies section of our User Agreement notes rules for listing ticketsThis includes a requirement for sellers to provide accurate section, row, and seat information about their ticketsIn addition, sellers are required to disclose any ticket features listed on their tickets or disclosed when the original purchase was madeIf any of the information in a ticket listing does not accurately reflect the actual tickets delivered to the buyer by the seller - including features and comments a seller selects or disclosures a seller fails to select – the seller may not get paid, may incur fees for us finding replacement tickets for the buyer, or may be subject to other consequences as outlined in our User Agreement For the tickets purchased on our website by [redacted] for the [redacted] and [redacted] concert noted in his complaint, the seller listed the tickets correctly with the Section noted as “Wheelchair Accessible, ADA Wheelchair accessible, Wheelchair only - non wheelchair users may be refused entry”This information was presented to [redacted] when he first reviewed the ticket listing on our site and would have been shown again for his review prior to finalizing his purchase [redacted] noted in his complaint that the section and disclosure information was not visible when he made the purchase however the confirmation email after making the purchase did show this disclosureWe did review [redacted] purchase and there is no evidence of site error and the disclosures were always present for [redacted] to viewOnce the order was placed and the tickets were delivered to [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 [redacted] did not realize that he was making a purchase for accessible seating, however the information was provided during the purchase process and prior to completing this purchase At this time [redacted] can re list the tickets back onto the site and as a one-time courtesy we can waive the sell fees in hopes that he can recoup the money spent in this purchaseUnfortunately, per the terms of our User Agreement, we are not in a position to offer any compensation on this order Thank you for the opportunity to provide specific information regarding this issuePlease contact me if I can be of further assistance Sincerely, Erin 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] StubHub account, he sold four orders for Twenty One Pilots tickets on our siteOne order was fulfilled by shipping hard stock tickets to his buyer, and the other three orders sold as electronic deliveryIn [redacted] , [redacted] fulfilled these sales with screenshots of mobile ticketsThese are not valid electronic tickets as valid PDF tickets are distributed as PDF tickets from the primaryCreating PDF’s out of screenshots of tickets is not a valid method of fulfillmentOn [redacted] **, our internal system flagged [redacted] sales as being fulfilled with invalid PDF’s and his orders were sent to our replacements team 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 GuaranteeOn orders [redacted] , [redacted] was charged $ [redacted] to recoup payment for this sale and a $ [redacted] cancellation chargeOn order [redacted] , he was charged $ [redacted] to recoup payment and $ [redacted] for the cancellation charge/cost of replacementsBoth of these charges failed to process to a credit card on file and remain as credit memos on [redacted] StubHub account Order was not canceled, though [redacted] was advised that all three wereThe buyer of this ticket was unable to enter the venue with the mobile ticket [redacted] had providedWe want to make sure our buyers get the tickets they ordered in time for the eventIf anything goes wrong with an order - if a buyer gets invalid tickets, doesn't get the right tickets, doesn't get them on time, or doesn't get them at all - our marketplace suffersThat's why sellers may not get paid for their sales, may incur other fees, and/or may be subject to other consequencesPer our User Agreement and Seller Policies, it is up to sellers to make sure the tickets listed for sale on StubHub are validIf a seller delivers incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale, the seller will be subject to a replacement fee, other charges, and/or other consequences as outlined in our user agreementA full copy of our User Agreement and Seller Policies may be found at www.stubhub.com/user_agreement We take any report of invalid tickets sold through our site very seriously as it creates an extremely negative experience for the buyerWe stand behind our FanProtect Guarantee for both buyers and sellers 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 As [redacted] never received an order cancellation email stating this sale was canceled and the buyer was rejected at the gate with the provided tickets, [redacted] was advised the subsequent charges on this sale were validHowever, we understand that [redacted] was advised on [redacted] that all the sales where mobile tickets were used to fulfill were canceledBecause of this, the cancellation charge for order can be waived On this sale, [redacted] was charged $to recoup payment for the order, and $for the cancellation chargeBoth of these charges failed to successfully process to a credit card on file and remain on [redacted] StubHub account as an owed credit memoDue to this error, the credit memo for $has been removedThe second credit memo is valid as [redacted] will not be paid for a ticket the buyer was unable to use The charges and credit memos from the two canceled sales will remain valid as well as the credit memo to recoup payment for the third sale, however the penalty charge on the third sale has been removed due to the misinformation provided to MrWahl 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 this issue as it pertains to StubHub policies It is stated in our User Agreement under Seller Policies - No guarantee: StubHub does not guarantee that your tickets or related passes 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 sell, even if it is due to Site unavailability from an outage or maintenance or listing delays In reviewing this complaint, [redacted] listed tickets for [redacted] vs [redacted] on 6/7/ [redacted] for a game taking place on 6/18/**Any listings created for this event that required [redacted] delivery expired off the site days prior to the event taking place Due to [redacted] not being provided with this information and the tickets not being returned in time for the event, we have reached out to [redacted] and offered to pay the Face Value of the tickets once documentation is provided If I can be of any further assistance, please let me know Sincerely, Erin 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 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 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 passes Except 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 In reviewing [redacted] order, the tickets were purchased within ten minutes of the event show time, and this seller contacted us immediately after the sale as the tickets sold were no longer validAs we want to provide our buyers with valid tickets for their event, we reached out to [redacted] regarding replacement ticketsUnfortunately due to the timeline of how close the event start time was, the tickets were not delivered to [redacted] in timeInstead we provided a full refundWe apologize for the delay in receiving new tickets, as we understand that negative experiences at events are the opposite of what fans are hoping for when purchasing tickets from StubHubThat’s why, per our FanProtect Guarantee, we tried to provide new valid tickets to [redacted] and when we could not provide them in time, we provided a full refund 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] BBB complaint, case [redacted] . I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to... sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers agree to the terms of our User Agreement. It is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception cancelled events or when a seller does not fulfill an order as listed. Buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement. In reviewing [redacted] order, these tickets were listed with the correct disclosure. It is a sellers responsibility to list tickets correctly and with any necessary disclosures. Disclosures and comments are presented to buyers on the checkout preview and checkout page. Disclosures can also be seen when browsing tickets, as there is a blue exclamation beneath the ticket price to indicate there is additional information. At the time [redacted] tickets were purchased, this disclosure was listed and presented correctly. As [redacted] has already been offered a refund of $ [redacted] on this order, no further compensation can be offered. To have this refund processed, [redacted] can contact our customer service department at 1-866-788-2482. Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know. Sincerely, Kaila StubHub Executive Customer Care