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 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 and sellers agree to the terms of our User Agreement. A copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement.
 
The tickets that [redacted] originally listed for the [redacted] event had already sold when he listed them up for sale again, and this resulted in a duplicate sale. When [redacted] listed the tickets the second time, the first sale was completed and would have shown up for [redacted] to see under the ‘Completed Sales’ tab. There were no errors found to have occurred at the time of this sale that would have prevented [redacted] from seeing his completed sale in his StubHub account.
 
Per the StubHub User Agreement and Seller Policies, [redacted] was charged a penalty fee due to the fact that his tickets had double sold, and because this had caused the second buyer to be unable to access the event. Unfortunately, since there is no evidence of any site errors occurring, this fee will not be reversed.
 
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,
 
Britney
StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case #[redacted]. I will provide information as it pertains to StubHub policies.
 
It might help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert,...

theater, and other live entertainment events.  As a marketplace, we do not own any of the tickets listed on our site. When buyers place an order for tickets on our site, they are purchasing from a third party individual seller. In 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 seller. This 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 orders. This date is presented during purchase process to make sure all buyers are aware of the date a seller expects to deliver the tickets. This 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 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. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
 
In reviewing [redacted] account, she placed an order for [redacted] on 09.08.** for the show taking place on 09.22.**, which has now been postponed. When placing this order, [redacted] was provided the estimated delivery date and by placing the orders, [redacted] agreed to the terms of our User Agreement and entered into a contractual agreement with the seller to purchase the tickets with the understanding when the orders would be fulfilled. While sellers are not paid until the tickets are delivered to their buyer, in most cases sellers fulfill their orders well before the estimated delivery date which is why we are unable to provide refunds. We do understand that this is the second time [redacted] has postponed her tour however at this time the [redacted] will honor the tickets with the original date/time printed on them once the rescheduled date is announced. While we do understand the frustration this event has caused due to the postponement and not cancellation, as a one-time courtesy I have issued a full refund back to [redacted] credit card in the amount of $[redacted], please allow up to 5 business days for the refund to reflect, this refund will also invalidate the tickets provided to [redacted] and they will no longer be valid for the rescheduled date.
 
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
 
Erin
StubHub Executive Customer Care

Complaint: [redacted]
I am rejecting this response because: 8 moths UPS shipping and handling can in no way be considered reasonable under any circumstances.  They did not address this issue.
A delivery date 1 day before the scheduled concert, also 8 moths past order date, cannot be concerned reasonable under any circumstances.  The concert is in another state. They did not address this issue.
I have already been charged for goods that will not be delivered, and are not expected to be delivered any a reasonable amount of time.  And stub hub failed to assist their customer, (me), in attempting to obtain a time frame of expected delivery.  This issue was not addressed, they mentioned the do not have to in there agreement, they still could have attempted on my behalf.
There is absolutely no way I would have purchased these tickets if there was an inclination that the delivery time would be over 9 months from the purchase date.  They were purchased as a valentines day present with the expectation they would arrive before Feb 14th, not 8 months later. 
Stub Hubs policies and retention of clients assets is only beneficial to them.  The have no concern for their clients or urgency to assist them in any way.  They have collected their fee, and now are collecting asset float on my money, as well as the other customers they are doing the same thing too.  This company is a SCAM and has failed to provide the services they advertise the last 2 of the 2 times I have done business with them.
 
Sincerely,Pete [redacted]

Complaint: [redacted]I am rejecting this response because: My ticket to the concert was only available through Stub Hub's electronic ticketing system called "Flash Seats." When I logged into Flash Seats to sell my ticket, it passes me to the Stub Hub website where the "Sell" function was broken.  
I contacted Flash Tickets' customer service immediately on Feb. 1st once I realized the "Sell" function was broken. Below is my e-mail sent to [redacted] -- I received no response -- on 2/1 or ever. Because the "Sell" function was broken I was unable to list my ticket and unable to sell it. 
Stub Hub needs to take accountability for their "Flash Seats" site, which passed me off to Stub Hub's broken "Sell" feature.
The proper resolution is a refund for the ticket I was unable to sell or use. 
~~~
Email sent to [redacted] on the morning of 2/1:
I’m trying to sell my ticket to The Killers concert at the Staples Center today (2/1). But when I click the “Sell” button it takes me to Stub Hub and walks through a listing process that requires me to select PDF or Paper tickets. My tickets are e-ticket only and there is not an option to select that. I would like you to list my ticket for sale or tell me how to do it. Please respond ASAP because there is not much time since the show is tonight.
Thank you,
Sincerely,Jesse [redacted]

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

Complaint: [redacted]I am rejecting this response because:
I feel that the website was misleading and if the company wants to provide any kind of refund it should be to cover the the cost of $** extra that I paid for each ticket as you can see the misleading picture I attached as to where I ASSUMED we would be sitting
Sincerely,[redacted]

Thank you for the opportunity to respond to Mr. D[redacted] complaint, Revdex.com Case [redacted] I understand the concerns noted and will address this issue as it pertains to StubHub policies.
 
It may help to explain that StubHub is a secondary 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 using our website, buyers and sellers agree to the terms of our User Agreement. A copy of our User Agreement may be found at [redacted]
 
In reviewing Mr. D[redacted] complaint, I would first highly recommend that he avoid using sites such as Craigslist in the future for the resale of his tickets. Sites like these cannot provide protection especially for images that are posted. While StubHub apologizes for the trouble Mr. Dibella has faced with this issue, we would be unable to provide compensation at this time. Any information or documentation Mr. Dibella has regarding his claim should be sent to our Trust and Safety Team. I have informed said Team that Mr. D[redacted] will be in contact and they will help as best they can.
 
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,
 
Chris [redacted]
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/07/22) */
Thank you for the opportunity to respond to Ms. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I understand her 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 events. We do not own any of the tickets listed on our site. Listings on our site come from individual sellers who set their own prices for the tickets listed.
By using our website, buyers and sellers agree to the terms of our User Agreement. As 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 ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
In reviewing this complaint, Ms. [redacted] purchased 2 tickets on 6/25/15 for a Houston Texans game on 9/27/15 for $90.00. The seller of these tickets contacted us immediately to advise the tickets were listed incorrectly. The price per ticket appeared as $45.00 due to an error by the seller. While comparable tickets are over $450.00 per ticket. We immediately took action and attempted to locate comparable replacement tickets for Ms. [redacted] at no additional cost to her per our FanProtect Guarantee which states "Comparable or better replacement tickets are determined by StubHub in its sole discretion based on cost, quality, availability and other factors". Unfortunately, there were no comparable tickets available. While we understand Ms. [redacted] is requesting replacement tickets for this order, we were unable to accommodate this request which is why we processed a full refund back to her credit card and a $10.00 coupon per our FanProtect Guarantee.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
Sincerely,
[redacted]
StubHub Executive Customer Care

Thank you for the opportunity to respond to Mr. [redacted]’s complaint, Revdex.com Case [redacted]. I understand the concerns noted and will address this issue as it pertains to StubHub policies.It might help to explain that StubHub is a ticket marketplace website which enables fans to buy and sell tickets to...

sports, concert, theater and other live entertainment 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 using our website, buyers and sellers agree to the terms of our User Agreement. As 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 ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund.” In reviewing this complaint, Mr. [redacted] purchased tickets for a Lana Del Rey concert on 9/5. Because the seller of this order did not uphold their commitments per our StubHub FanProtect Guarantee for this order, we were happy to process a full refund in the amount of $134.50, which was the total due for this purchase once Mr. [redacted]’s $149 coupon was applied. However, Mr. [redacted]’s $149 coupon was not placed back on Mr. [redacted]’s account in error.Mr. [redacted]’s poor experience is not a typical experience our customers have when using our website and we take these issues very seriously when they do occur. We want to make this situation right for Mr. [redacted] and let him see firsthand that his experience was far from typical as he should expect a seamless, hassle-free experience under the protection of our StubHub FanProtect Guarantee moving forward. We are happy to place that coupon back on his account and as a courtesy, we did increase Mr. [redacted]’s coupon from $149 to $200.If I can be of any further assistance, please let me know.Sincerely, [redacted]StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/12/23) */
Thank you for the opportunity to respond to Mr. [redacted]'s complaint, Revdex.com Case XXXXXXXX. 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 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 using our website, buyers and sellers agree to the terms of our User Agreement. As 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 ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For 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. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You 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 2 tickets to World Series Tickets: Kansas City Royals at New York Mets on October 27, 2015 and successfully delivered the tickets to his buyer the same day. When Mr. [redacted] originally created his listing he had selected to be paid by PayPal and his payment of $1,251.00 started processing to PayPal the following business day, October 28, 2015. Typically payments issued to PayPal take 5 business days to complete, however due to an issue with Mr. [redacted]'s PayPal account the payment failed and was returned to StubHub. Our payments team then reissued the payment by check on November 3, 2015. Mr. [redacted] contacted us and claimed that he still had not received the check, our payments team then stopped payment on the check and reissued it on December 16, 2015. Our records show the check was mailed out on December 17, 2015. Typically checks can take 8-12 business days to process and be delivered.
We sincerely apologize for the delays Mr. [redacted] has experienced. He should receive the check by January 4, 2016 at the latest.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
Sincerely,
[redacted]
StubHub Executive Customer Care
Complaint Response Date bumped because: Holiday

Complaint: [redacted]Here is the additional information needed in response to Stubhubs reply:
My email address on the account is [redacted].  The merchant ID is[redacted].  Here's the information sent to me as confirmation of the purchased tickets:
Details of your purchase:
Crystal Palace vs Bournemouth
12/09/2017 15:00 - Selhurst Park Stadium - London
Quantity: 2 tickets type Longside
Block: X Row: 20
Form of ticket: Tickets
Estimated delivery date: 11/15/2017 21:41
Listing price: $78.91
Quantity: 2
Shipping: $0.00
Donation: $0.00
TOTAL: $157.81
Reference number: [redacted]
Thank you for your time and consideration.  My direct line is[redacted]
I look forward to your response.
 
[redacted] Riley
Sincerely,[redacted] Riley

Thank you for the opportunity to respond to[redacted] complaint, Revdex.com Case[redacted]. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
 
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to...

sports, concert, theater, and other live entertainment 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 using our website, buyers and sellers agree to the terms of our User Agreement. A copy of our User Agreement may be found at www.stubhub.com/user_agreement.
 
As 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 ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For 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.
 
In reviewing [redacted] complaint, he purchased tickets for a [redacted] concert on 9/10/**. He contacted us on 6/30/20** stating that he saw the same tickets that he purchased were available for sale on [redacted].  When situations like this arise, our Trust & Safety team will review the order to verify ticket validity.  We reached out to [redacted] on 7/5/** after our Trust & Safety team had reviewed the order and offered [redacted] replacements under our FanProtect Guarantee.  [redacted] opted to receive a refund instead.  We then cancelled the order and issued a full refund of $[redacted] to [redacted] credit card on 7/5/**.  Refunds typically take 3 to 5 business days to post on credit card statements.
 
We apologize for the experience that [redacted] had while purchasing tickets on StubHub. Our Trust and Safety team proactively reviews listings to prevent our buyers from experiencing issues.   
 
If I can be of any further assistance, please let me know.
 
Sincerely,
 
Chandra
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 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 and sellers agree to the terms of our User Agreement. A copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement.
 
If a buyer reports invalid tickets, buyers are required to complete an invalid ticket claim form. We 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.  We take any report of invalid tickets sold through our site very seriously as it creates an extremely negative experience for the buyer.
 
In reviewing [redacted]’ sale, she sold two tickets to an [redacted] game on [redacted]. The buyer contacted us after the game and stated they were unable to enter with the provided tickets. After reviewing all the documentation, we reached out to [redacted]’ regarding the claim. On [redacted], we advised [redacted]’ the proof of purchase she provided was not information proving tickets were valid at the event. When [redacted]’ contacted back to resolve close this claim and the provided screenshot was reviewed again on [redacted], [redacted]’ account showed the tickets were transferred which would have invalidated them.
 
Typically in a case of reported invalid tickets, this is resolved with our representatives and the seller in question in a much shorter time period. We apologize for the delay. As [redacted]’ has already been advised, the representative who was originally reviewing her documentation and awaiting her response left our Marketplace Investigation team at that time. When [redacted] from this team received [redacted]’ email on [redacted], she continued the investigation. As [redacted]’ had not been charged yet, she moved forward with charges at that time, as well as reviewed the case. [redacted] took several days to review previous emails [redacted]’ had sent as well as calls with the previous representative. She also reviewed calls with the buyer when the issue was reported to confirm details of the claim. Due to current volume, once again this took several days longer than the process often does. Once she had fully reviewed all aspects from the claim, [redacted] and [redacted]’ had a conference call with [redacted]. The venue confirmed the tickets were invalid due to a ticket transfer from [redacted]’ to her husband.
 
While we understand that [redacted]’ was unaware this transfer invalidated and reissued the barcodes, this did result in the buyer being rejected at the game.
 
Though this took longer than it should have to resolve, the charges are valid as the buyer was not able to use the tickets provided. As a courtesy, the $[redacted] charge was removed from [redacted]’ account. As these tickets were invalid for the buyer, [redacted]’ will not be paid for the tickets.
 
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,
 
[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 $[redacted]. I'm satisfied with the response given the refund, but StubHub should have also refunded the $** since the sale was canceled due to StubHub keeping my earnings to cover the $[redacted] fee. I am satisfied with the refund and can only hope StubHub can adopt policies that are not harmful to their sellers. As sellers, we are responsible for StubHub's success and therefore should not be vulnerable to sneak Terms & Conditions attacks that multiply fees. My final suggestion is for StubHub to go back and refund every seller who was attacked in this manner.Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [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 secondary 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 using our website, buyers and sellers agree to the terms of our User Agreement. As 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 ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For 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. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You 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 suffers. 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 FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In 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. However, 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] stated on 12.04.** stating he no longer had the tickets to fulfill on this sale. Since [redacted] was not able to deliver tickets to his buyers as listed, we needed to make this issue right with his buyers under the terms of our User Agreement and FanProtectTM Guarantee. As a result, [redacted] was not paid for the orders (he did not deliver the tickets) and he was held liable for the costs we incurred. We incurred high costs in resolving this issue for the buyers since there was significant price appreciation for the event.
 
In this case, our total cost to make it right for the buyers was $[redacted] for the order. Per our User Agreement, [redacted] would be responsible for these costs. [redacted] did contact us to dispute the charge however per the terms of our User Agreement we are not in a position to offer any refund for the charges incurred.
 
We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, [redacted] is responsible for listing his tickets correctly and fulfilling his orders as listed. We understand that mistakes may occur. In this case, charges will stand.
 
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
 
Erin
StubHub Executive Customer Care

Complaint: [redacted]I am rejecting this response because:
I don't particularly care that you're a reseller and not a provider of tickets. That's not the issue; the issue is that you listed tickets, I tried to buy them, and at some point the tickets were changed.
Your continued insistence that there was no "site error" leads me to believe that this is something you do all the time. 
If you won't give me a refund, it is what it is -- we both know that StubHub has the financial advantage here and that I can't afford to take you to court for this. So you'll get away with it, and probably keep doing it to other people. I'll have to try to resell the tickets, hopefully for close to what I paid for them. At least it was a good reminder that a lot of companies are out to screw you over and it will make me more vigilant in the future.
Sincerely,[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 secondary 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 using our website, buyers and sellers agree to the terms of our User Agreement. As 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 ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For 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. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You 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 suffers. 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 FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In 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. However, 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 date. Since [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 Guarantee. As 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 incurred. We 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 $[redacted]. Per our User Agreement, [redacted] would be responsible for these costs. However, 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 order. The 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 tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, [redacted] is responsible for listing his tickets correctly and fulfilling his orders as listed. We understand that mistakes may occur. Although [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 StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
 
Faith
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. 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 using our website, buyers and sellers agree to the terms of our User Agreement. As 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 ordered. If 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. For 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. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You 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 buyer. In cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to 40% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the full cost of replacements.
 
In reviewing [redacted] canceled sale, he listed tickets with us on [redacted] for [redacted] on [redacted]. These tickets were listed as section 2nd [redacted] 2, Row J, Seats 201 and 212. When listing on StubHub, all tickets listed must be consecutive. While in the listing process, before creating any listing, our site states “By listing tickets on our site, you’re agreeing to our Seller Policies.” If users are unfamiliar, they can click on the words “Seller Policies” to read more. The third outlined policy states, under tickets you are not allowed to list, “tickets for non-consecutive seats”. Tickets listed on our website must always be consecutive so if a buyer purchased all tickets in the listing, their seats would be together.
 
As [redacted] listed non-consecutive seats, this cancellation is valid. It is every sellers responsibility to make sure their listings are accurate and follow our seller policies.
 
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 Guarantee. As explained above, this includes a 40% charge when a sale is canceled or the cost of replacement tickets for the buyer. In this case, our total cost to make it right with the buyer was $[redacted]. As a one-time courtesy, we reversed this charge by 25% and provided [redacted] a $[redacted] refund. As this consideration has already been provided and this cancellation is valid, no further compensation will be provided.
 
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,
 
[redacted]
StubHub Executive Customer Care

[redacted]I am rejecting this response because:
You are blaming me, the victim of theft and fraud using your platform. This is not how you resolve a conflict. Your Trust & Safety team is incompetent and completely ignored multiple inquiries by me which resulted in me getting the Revdex.com involved. StubHub knows who stole my tickets, they have this person's credit card information. StubHub's unwillingness to do anything for my satisfaction has proven they are unethical business. As a journalist by trade, I will take every opportunity to publicize this fact. I will also explore legal action.  
Sincerely,Michael[redacted]