Stubhub.com

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] Gallenstein

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement We want to make sure our buyers get the tickets they ordered in time for the eventIf anything goes wrong with an order - if a buyer gets invalid tickets, doesn't get the right tickets, doesn't get them on time, or doesn't get them at all - our marketplace suffersThat's why sellers may not get paid for their sales, may incur other fees, and/or may be subject to other consequencesPer our User Agreement and Seller Policies, it is up to sellers to make sure the tickets listed for sale on StubHub are validIf a seller delivers incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale, the seller will be subject to a replacement fee, other charges, and/or other consequences as outlined in our user agreementA full copy of our User Agreement and Seller Policies may be found at www.stubhub.com/user_agreement If a buyer reports invalid tickets, buyers are required to complete an invalid ticket claim formWe notify the seller of the claim opened against the tickets and request documentation if the seller is disputing the buyer’s claim, advising that failure to do so would result in the charges being assessed to the order The documentation requested is the original receipt of purchase, a scan report or any other proof from the venue showing that the tickets scanned as valid and were not scanned more than once, and any additional information to prove the tickets were valid or why the tickets became invalid We take any report of invalid tickets sold through our site very seriously as it creates an extremely negative experience for the buyerWe stand behind our FanProtect Guarantee for both buyers and sellers It is the seller’s responsibility to cooperate with an investigation and supply information As the original purchaser of the tickets, the seller is the only one with access to the required documentation through the venue or their original point of purchase We use the details provided by the claim in addition to the documentation provided by the seller to assess the situation and resolve the issue accordingly The investigation process is in no way an accusation as we do investigate issues with both buyers and sellers alike We are invested in determining the root cause of any issue reported to ensure that StubHub remains a safe marketplace for fans to buy and sell tickets In reviewing this transaction, [redacted] sold two tickets for [redacted] , which occurred July 28-July The buyer contacted us on August stating the tickets were not valid and new tickets had to be purchased at the event for entryOnce we collected all information from the buyer as noted above, we notified [redacted] of the reported issue and requested that he respond to us within hours and provide his original receipt of purchase, a scan report from the venue, and any additional information regarding the tickets; this is every seller's responsibility as stated in our User Agreement [redacted] provided information regarding how he obtained the tickets however was unable to provide any additional information to support the claim that the tickets were validWe recommended [redacted] contact where he received the wristbands as they were not valid for useAs our buyer was not able to use the wristbands, [redacted] was not paid for the tickets delivered and was held liable for the costs we incurred to make this issue right with his buyer under the terms of our User Agreement and Fan Protect GuaranteeWe incurred high costs in resolving this issue for the buyer as replacement wristbands for this event were significant In this case, our total cost to make it right for the buyers was $***Per our User Agreement, [redacted] would be responsible for these costsHowever, as a one-time courtesy, we can waive 50% of the additional charge processed, $***As [redacted] has opened a chargeback with his bank, this reversal cannot be processed until this chargeback is resolved When users submit a chargeback, we reach out to the user and let them know their account will be deactivated if they do not resolve or close their chargebackWe provide instructions on how to resolve the chargeback, and why this charge is validIf the chargeback is not closed or resolved, the StubHub account is locked and the user is no longer able to access our websiteThe StubHub account remains locked until the chargeback is resolvedIn order for this StubHub account to be unlocked and the offered refund processed, [redacted] submitted chargeback would need to be closed 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 his tickets correctly and fulfilling his orders as listedWe understand that mistakes may occurAlthough [redacted] could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we can make an exception in this case and charge him only a portion of the costs Once this chargeback is resolved, [redacted] can reach out to our customer service team at 1-866-788-to receive the offered 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

Initial Business Response / [redacted] (1000, 5, 2015/07/22) */ Thank you for the opportunity to respond to Ms***' Revdex.com complaint, case XXXXXXXXI understand Ms [redacted] is dissatisfied with our process regarding canceled ordersI will address the concern as it pertains to StubHub policies It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffersPer the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyerIn cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee In reference to Ms***' complaint, Ms [redacted] sold tickets on 6/5/to Motown the Musical Memphis taking place on 7/18/Ms [redacted] fulfilled the sale by uploading scanned copies of a PDF print outThe buyer contacted us on 6/6/to notify us the tickets they received were a scanned copyThe buyer chose to cancel the order and receive a full refund as part of our FanProtectTM GuaranteeAs a result Ms [redacted] was not paid for the sale and was charged $20.16, which was our total cost to make it right for the buyer Our Seller Policies it 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." Per our User Agreement, Ms [redacted] would be responsible for the total cost to make it right for the buyerHowever, as a one-time courtesy, we have refunded $in charges that had been submitted to Ms***' credit card on file 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, Ms [redacted] is responsible for listing her tickets correctly and fulfilling her orders as listedWe understand that mistakes may occurAlthough Ms [redacted] could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we made an exception in this case and reversed the charges 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 rebuttal, case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment 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] order, he sold two tickets for the [redacted] When he contacted us and asked how to fulfill the sale with Flash Seats, we explained he was not able to fulfill 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 site [redacted] selected that he would upload a PDF ticket, which would be a valid PDF e-ticket he could download to his computer and upload to a saleAs Flash Seats require buyer information, a ticket transfer, and are not printable e-tickets, Flash Seats would not be PDF tickets We advise sellers both before they create listings and again in the confirmation email for listings that they agree to our Seller Policies when they listIf users are unfamiliar, they can click on the words “Seller Policies” in either the sell flow or from their confirmation email as the words are a linkOur Seller Policies outline that sellers are not permitted to list paperless tickets or flash seatsAny users who are permitted to list these types of tickets are pre-approved large sellers and are aware they are being provided with an exception to the User AgreementAll other sellers need to follow our Seller Policies as outlined [redacted] agreed to our User Agreement and Seller Policies when he listedBecause he did not follow our outlined Seller Policies, this cancellation is validAs 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

Complaint: [redacted] I am rejecting this response because:I have been unable to attend the concert I wanted to go to, due to my money being tied up in tickets for a concert half way across the country Please refund the Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ 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 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 [redacted] 's complaint, Mr [redacted] listed four tickets for the Aftershock Festival Day Pass [redacted] and the tickets sold on July 26, Mr [redacted] 's buyer contacted us on October 23, alerting us that they only received two of the day passes [redacted] of the four they orderedWhen we were able to speak with Mr [redacted] he explained that he only had a quantity of two, day passes [redacted] he believed he had listed them correctlyOn October 24, 2015, since Mr [redacted] hadn't delivered the correct ticket to his buyer as listed, we needed to make this issue right with his buyer under the terms of our User Agreement and FanProtectTM GuaranteeAs a result, Mr [redacted] was charged to recoup his payment and a 20% fee for nonfulfillment Sellers 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 $Mr [redacted] was also charged $to recoup the payment he had already received for the ticketsPer our user agreement, Mr [redacted] would not be paid for the sale and would be responsible for this costHowever, we determined to reverse the charges of $and $as a one-time courtesy due to the confusionThe refunds were processed on October 27, 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

Revdex.com:Although I'm thankful StubHub arrived at the right decision, it's unfortunate the business does not acknowledge their failures when it comes to technical issues and flawed attacks on sellers that took a $ [redacted] sale to a fee of $***I'm satisfied with the response given the refund, but StubHub should have also refunded the $ [redacted] since the sale was canceled due to StubHub keeping my earnings to cover the $ [redacted] feeI am satisfied with the refund and can only hope StubHub can adopt policies that are not harmful to their sellersAs sellers, we are responsible for StubHub's success and therefore should not be vulnerable to sneak Terms & Conditions attacks that multiply feesMy final suggestion is for StubHub to go back and refund every seller who was attacked in this manner.Sincerely, [redacted]

Thank you for the opportunity to respond to [redacted] Revdex.com rebuttal, case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events As a marketplace, we do not own any of the tickets listed on our siteWhen buyers place an order for tickets on our site, they are purchasing from a third party individual sellerBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementA copy of our User Agreement may be found at: www.stubhub.com/user_agreement We take any report of invalid tickets sold through our site very seriously as it creates an extremely negative experience for any buyerWe stand behind our FanProtect Guarantee for both buyers and sellersWe use the details provided by the claim in addition to the documentation provided by the seller to assess the situation and resolve the issue accordingly The investigation process is in no way an accusation as we do investigate issues with both buyers and sellers alike We are invested in determining the root cause of any issue reported to ensure that StubHub remains a safe marketplace for fans to buy and sell tickets In reviewing this transaction, [redacted] sold two tickets for [redacted] The buyer contacted us on stating that one of the tickets was not validOnce we collected all information from the buyer as noted above, we notified [redacted] of the issue [redacted] provided information regarding her original purchase of the tickets, and was able to speak with a representative at [redacted] The representative confirmed that one seat was scanned earlier in the evening, and both tickets were scanned again when our buyer went to the gateAt that time one ticket was rejected as it had already been scannedOur buyer was not able to use that ticket provided by [redacted] and had to purchase a new ticket for entry As one ticket sold through our site was not valid or able to be used, [redacted] will not be paid for this ticketWe recommended [redacted] contact where she purchased the tickets as one was not valid and was scanned twice Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, [redacted] StubHub Executive Customer Care

Complaint: [redacted] I am rejecting this response because:The response states 'our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: (...) 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 refund.'I was sold tickets advertised as 'VIP General Admission', including the amenities listed in the description for that section, and assured by customer service twice, once prior and once after purchasing the tickets that these amenities would be included in my purchase These extra amenities listed in the sale and the assurance by stubhub customer service that they were included in the purchase of these tiskets was the sole reason I purchased these tickets from stubhub.Included are screenshots of both the listing page I purchased the tickets from with the description of the included amenities I did not receive, as well as of a conversation with a customer service member of stubhub, and a transcript document of the conversationSincerely, [redacted]

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement When orders are not fulfilled by sellers with 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, she sold two tickets on September When she provided her tickets to us to fulfill her sale, they were mobile ticketsWe are unable to use mobile only tickets to fulfill sales on our site and all electronic tickets have to be valid PDF tickets As [redacted] was unable to fulfill her sale with non-mobile tickets, this sale was canceled and [redacted] was held liable for the costs incurred in making this right with her buyerIn this case, our total cost to make it right for her buyer was $ [redacted] Per the terms of our User Agreement, [redacted] is liable for this costWe understand that things happen and mistakes may occurAs a one-time courtesy, we reversed [redacted] full charge on September 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 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, he purchased tickets on [redacted] for an event taking place on [redacted] [redacted] contacted us on [redacted] and stated that they could no longer attend the eventPer the terms of our User Agreement as stated above, “All Sales Are Final” and [redacted] was advised to relist the tickets back onto the site [redacted] contacted us again on [redacted] and advised that he would dispute the charge with his credit card company as he doesn’t want to pay the fees and wanted a refund for the purchaseAs a courtesy, [redacted] was provided with a refund of his fees in the amount of $ [redacted] and the tickets which were listed back onto the site sold today [redacted] I do apologize that a refund was not offered to [redacted] ***, however we do stand behind the terms of our FanProtect Guarantee which guarantees a seller will be paid for a sale as long as they have listed and fulfilled correctly which [redacted] seller did and we also stand behind our User AgreementAs the tickets have sold, [redacted] will receive payment within business days as the payment will need to process and ship out 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, 2015/07/15) */ Thank you for the opportunity to respond to Ms [redacted] '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 which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsAs a marketplace, we do not own any of the tickets listed on our siteWhen buyers place an order for tickets on our site, they are purchasing from a third party individual sellerIn some cases, sellers may not be able to deliver tickets when an order is placed because the tickets have not been released by the venue or primary ticket sellerThis is often the case for season tickets, which may not be distributed by the teams until a few weeks before the start of the season, and tickets for contingent events (events which are dependent upon a team's standings)For all ticket listings, sellers are required to enter the date they expect to have the tickets in their possession to fulfill their ordersThis date is presented during purchase process to make sure all buyers are aware of the date a seller expects to deliver the ticketsThis information is also included in the order notification email sent to buyers when they place an order By accessing or using our website, buyers agree to the terms of our User AgreementIt is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passesAll sales are final with the exception cancelled events or when a seller does not fulfill an order as listedBuyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is completeAs part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User AgreementPayment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policyA copy of our User Agreement may be found at: www.stubhub.com/user_agreement In reviewing this complaint, Ms [redacted] purchased two tickets for Disney on Ice on 2/14/for the show taking place on 5/16/Ms [redacted] stated in the complaint that a friend made this purchase for the incorrect date and later contacted us to have the sale cancelledUpon review of Ms [redacted] 's account there is not any indication that anyone reached out to have this order cancelledPer the terms of our User Agreement "All Sales are FinalExcept for cancelled events, you will not receive a refund for a completed purchaseYou cannot change or cancel any orders after the sale in complete", as the tickets were listed and fulfilled correctly by the seller we are not in a position to offer a refund to Ms [redacted] and the charges will stand 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

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 meThank you for the quick responseSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: StubHub still failed to provide a detailed breakdown of the $ [redacted] fee they charged for cancellation of the SaleHow did StubHub determine this cost?? This company once again stated their policy which they also published on their website and also to the email they provided to me: "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." So how did 20% of $ [redacted] (ticket price) become $***??? What kind of Math was StubHub using?? Please provide a detailed breakdown of this fee!! 20% of $ [redacted] should be $ [redacted] instead! Obviously StubHub did not follow their own policy and overcharged me illegally! Please assist in resolving this issue Additionally, StubHub mentioned that I did not have the ticket available, when I clearly provided a copy of the [redacted] printed copy that proves that I had the ticket available, but it was 'Credit Card Entry' ticketAfter speaking with StubHub's representative, they did not accept the ticket and forced me to cancel the sale! So StubHub should have been responsible of the cancellation of the sale too! Greatly appreciate your assistanceI've also filed a complaint with CFPB and prepare to go to media for this illegal charge by this company StubHub Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/10) */ Thank you for the opportunity to respond to Mr [redacted] 's Revdex.com complaint, case XXXXXXXXI understand the concerns noted and will address the issue as it pertains to StubHub policies It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement When 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 buyerOverall, failure by sellers to fulfill their responsibilities could result in penalties In reference to Mr [redacted] 's complaint, he purchased tickets to a Baltimore Ravens at San Francisco 49ers game on October 18, which he was unable to use because the tickets were deemed invalid by the venueAfter reviewing the issue we found that Mr [redacted] 's original order was canceled due to an issue with the ticketsUnder the terms of our FanProtect Guarantee we located him replacement tickets under a new order XXXXXXXXXWe tried to contact Mr [redacted] by phone and email to alert him about the new tickets before the game started, however it appears Mr [redacted] did not receive our notifications and used the original ticketsThis is something that is covered by our FanProtect Guarantee, however Mr [redacted] never contacted us about the issue and we were unaware that he did not use the new tickets or had to purchase new tickets at the eventWe have since issued Mr [redacted] a full refund of $to his credit card We truly apologize for the confusion and poor experience this caused for Mr [redacted] For the inconvenience I have issued Mr [redacted] an additional coupon of $to his StubHub account which he can use towards a future purchase 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 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 In reviewing [redacted] sale, he sold two tickets on [redacted] for [redacted] *He contacted us and let us know that this listing should’ve been deletedOur technical team fully reviewed this listing and were able to see that it was successfully listed on [redacted] *, but after reviewing [redacted] site logs and the listing history, they were unable to find any attempt at deleting the listing, deactivating the listing, or that the listing was removed and reactivatedWe were unable to find any site error that the listing was ever successfully removed by [redacted] and it was active until it sold When orders are not fulfilled by sellers with 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 **% 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 As [redacted] did not want to fulfill his sale, it was canceled and [redacted] was held liable for the costs incurred in making this right with his buyerIn this case, our total cost to make it right for the buyer was $ [redacted] Per the terms of our User Agreement, [redacted] is liable for this cost We understand that things happen and mistakes may occurOur payments team reviewed [redacted] cancellation charge and as a courtesy, as this was [redacted] first canceled sale, reversed 25% of his chargeAs a one-time courtesy, we have refunded the remaining charge of $*** [redacted] cancellation fee on this order has been waived Payment for this remitted to [redacted] account provided at [redacted] on [redacted] At this time the payment is in a Payment Unclaimed status, meaning the payment has been sent to [redacted] but has not been claimed by the recipientIf [redacted] is unable to claim this payment, our payments team will be reissuing itThis order is currently with that department to reissue payment 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

I am responding on behalf of the Executive Customer Care Department at StubHub regarding complaint number [redacted] filed by [redacted] *** 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 will not be able to deliver tickets immediately once an order is placed because they haven't received them yetThis is often the case for [redacted] ticket holders whose tickets may not be distributed until a few weeks before the start of the seasonFor these instances, sellers will set their own In-Hand Date for when they will have the tickets in their hands and will be able to fulfill their ordersPayment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy once the order has been fulfilled [redacted] stated he is being charged for tickets he recently soldUnfortunately the information that he provided to us inside of his complaint is not accurateWe have pulled up the name [redacted] yet the order number he provided is incomplete and the account found has no recent activityTo be of further assistance we will need the full order number of the sold order and/ or the order number for the purchase of the ticketsWe are more than willing to assist and address the concerns [redacted] hasHe can contact the Customer Service line and/ or chat to speak with a representative at any time Thank you for allowing me to respond to this complaint Sincerely, [redacted] Executive Response Team

Thank you for the opportunity to respond to MsMcConnon’s complaint, Revdex.com Case [redacted] I will provide information as it pertains to StubHub policies It might help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events As a marketplace, we do not own any of the tickets listed on our siteWhen buyers place an order for tickets on our site, they are purchasing from a third party individual 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: [redacted] In reviewing MsMcConnon’s account and the order in question, I was able to confirm that this show has been cancelledI worked with our events team to make sure we changed the status of the event on our site and in our internal systems which will automatically trigger refund for all buyers who purchased for this eventI apologize for any inconvenience this logistical situation has caused MsMcConnonApparently Liam Gallagher was unable to appear or perform at more than a few shows on his recent tour, and several theaters and venues had marked those shows as postponed instead of completely cancelledThis causes StubHub to have to wait until an event is officially cancelled before we can remove the event from our site and refund all the buyers for that eventThankfully, MsMcConnon should see her refund on her payment method within 3-business days after she receives an email from StubHub stating that the event is officially cancelled Thank you for the opportunity to provide specific information about 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 rebuttal, case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment 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] purchase, he ordered one ticket on [redacted] for the [redacted] at [redacted] TicketsThe [redacted] Checkout promotion was an opportunity for users to use [redacted] Checkout to purchase tickets on StubHub and receive a discountIn order for this discount to be applied, the buyer must complete two stepsBuyers needed to enter coupon code, “visacheckout”, as well as use [redacted] Checkout as their payment method The specific wording in all promotional emails sent to StubHub users advertising this discount stated, “Get $ [redacted] off $***+ when you pay with [redacted] Checkout.” The email provided information regarding both steps to take to receive this discount As [redacted] did not sign in with [redacted] Checkout at the time of his purchase and emails sent to [redacted] and all buyers had instructions to utilize [redacted] Checkout as payment method, this discount will not be retroactively applied 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 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 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, [redacted] was unable to fulfill his sale by the expected delivery dateSince [redacted] was not able to deliver tickets to his buyer as 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 did not deliver the tickets) and he was held liable for a portion of the costs we incurredWe incurred high costs in resolving this issue for the buyer since there was significant price appreciation for the event In this case, our total cost to make it right for the buyer was $***Per our User Agreement, [redacted] would be responsible for these costsHowever, as a one-time courtesy, we have offered to refund $ [redacted] in charges that had been submitted to [redacted] credit card on file for this order, however [redacted] has placed a chargeback with his bank on this orderThe refund cannot be processed until the chargeback has been removed 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 his tickets correctly and fulfilling his orders as listedWe understand that mistakes may occurAlthough [redacted] could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we will make an exception in this case and refund him $ [redacted] once the chargeback has been removed Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance, Sincerely, Faith StubHub Executive Customer Care