Stubhub.com

Complaint: [redacted]I am rejecting this response because:
I don't know how else to say this: I never clicked on or ordered Stomp tickets. I entered my social media and credit card information, tried to order Hamilton tickets, and then was on a loading screen for an hour before it timed out. I didn't use the stomp tickets, I didn't order stomp tickets, and I didn't go to a stomp show (I didn't even know I was charged for them until after the show was over). This is no different than if you tried to order socks on amazon and they send you something completely different and say "Well, you entered your credit card information, so I guess we can charge for whatever we want".
Sincerely,[redacted] Garvin

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 accessing or 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: 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. 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.
 
We want to make sure our buyers get the tickets they ordered in time for the event. If 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 suffers. That's why sellers may not get paid for their sales, may incur other fees, and/or may be subject to other consequences. Per our User Agreement and Seller Policies, it is up to sellers to make sure the tickets listed for sale on StubHub are valid. If 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 agreement. A 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 buyer.
 
In reviewing [redacted] sale, she sold two tickets to [redacted] on [redacted] 28. These tickets sold on [redacted] 27 and a confirmation email was immediately sent to [redacted]. These tickets were listed as instant download and were immediately delivered to the buyer upon purchase. On the night of the event, [redacted] buyer contacted us to inform they had been rejected at the gate as their tickets were already scanned. Per the terms of our Fan Protect Guarantee, we provided the buyer replacement tickets so they could attend the event.
 
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.
 
Once we collected all necessary information from the buyer, our Executive Claims Department, who conducts these investigations, reached out to [redacted] on [redacted] 3. We explained the tickets were listed until the time they sold on [redacted] 27. We also explained that as a seller, she would be liable for the costs incurred when making the situation right with the buyer.
 
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. In this case, our total cost to make it right for the buyer and get them into the event was $[redacted].
 
As a courtesy, our payments team reversed 25% of this charge. As this was [redacted] first sale with an issue, we have reversed the remainder of this charge as a one-time courtesy.
 
As [redacted] had already been sent a check when these charges were processed, a charge to recoup payment was also processed. When this charge was processed, it failed to process successfully and instead became a credit memo on [redacted] account. The check of $[redacted] that was sent to [redacted] and cashed on [redacted] 7, so this credit memo will remain as payment still needs to be recouped for the tickets that were not used by the buyer.
 
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

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 accessing or using our website, buyers and sellers agree to the terms of our User Agreement.
 
Our User Agreement explains that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets. All 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 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 full copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
 
In reviewing [redacted] order, he contacted us asking about how to fulfill a sale with Flash Seats. When listing on StubHub, the delivery options are PDF upload or UPS delivery. We advised [redacted] that Flash Seats were not a supported fulfillment method and he would have to obtain PDF or hard stock tickets.
 
[redacted] successfully obtained hard stock tickets and shipped them to his buyer on 8/30. Unfortunately, because this order was notated as potentially having Flash Seats only, a representative failed to review the delivery information before cancelling this order as we do not allow Flash Seat fulfillment.
 
This was an error. The charge processed on this order has been fully reversed and [redacted] will be paid for these tickets. We reached out and let [redacted] know that he would be paid with the sell fee waived for the inconvenience.
 
Thank you for the opportunity to provide specific information for this case. If 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 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. 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 tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund.
 
Our User Agreement 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. All 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 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] order, he purchased two tickets for [redacted] at [redacted]. When purchasing tickets on StubHub, there is a price per ticket displayed while browsing, and an applicable fee on every purchase. These tickets were a total of $[redacted]. When browsing tickets on our site, listings by default do not show the price including fees. There is a “show fees” filter where listings then show price per ticket including fees. While it is an option to view tickets with fees while browsing, fees are still presented to all buyers once buyers progress to the checkout page. Prior to purchasing, buyers are presented with their total price, which is the price for each ticket as well as a variable service fee. This service fee can change depending on demand of the event. There is a fee on every transaction on StubHub. Our User Agreement states that we may charge service, delivery, fulfillment, or other fees for using our services. Additionally, StubHub reserves the right in its sole discretion to set and change fees at any time. Buyers are presented with the full price including fees and may view a fee breakdown at the checkout page.
 
There is no notification to buyers regarding seller policies on event or checkout pages as seller policies are not relevant to buyers during purchasing. If a user was interested in possible seller fees as well, this information as well as additional information can be found at any time in our Seller Policies. A link to our User Agreement, which includes our seller policies, is on every checkout page.
 
Our User Agreement, as noted above, also explains that all sales are final. As [redacted] was presented with the total price including fees prior to order completion, we were not able to offer any compensation on this order. Instead, our customer service team advised [redacted] that if he did not wish to keep this order, he could resell the tickets on our website. As a one-time courtesy we waived the sell fee as well, so if [redacted] chooses to sell these tickets through our site, his payment will not include the typical 10% seller fee and will be for the full price of the tickets as listed.
 
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

Complaint: [redacted]I am rejecting this response because: In the past Stubhub Costumer Service has stated I can print pdf tickets and mail them which was my plan. Then [redacted] only allowed me to have Mobile tickets after I originally purchased PDF tickets. Ive been using stubhub for years and this is not my fault. I had no other option but to cancel due to the policy change. I Think a one time courtesy would be a reasonable request due to the circumstances. I lost on the tickets and now get charged a fee. There were many tickets listed and my cancellation had no cost to stubhub. It was a valid reason for cancellation. Id like a refund please. 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 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. 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. 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.
 
We want to make sure our buyers get the tickets they ordered in time for the event. If 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 suffers. That's why sellers may not get paid for their sales, may incur other fees, and/or may be subject to other consequences. Per our User Agreement and Seller Policies, it is up to sellers to make sure the tickets listed for sale on StubHub are valid. If 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 agreement. A 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 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.  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 buyer. We 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] on [redacted]. The buyer contacted us on [redacted] stating that one of the tickets was not valid and a new ticket had to be purchased at the event for entry. Once we collected all information from the buyer as noted above, we notified [redacted] of the reported issue and requested that she respond to us within 48 hours and provide the 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 her original purchase of the tickets, and was able to speak with a representative at the venue, [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 gate. At that time one ticket was rejected as it had already been scanned.
 
We recommended [redacted] contact where she purchased the tickets as one was not valid for entry.  As our buyer was not able to use one ticket for this event, [redacted] was not paid for the ticket.
 
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

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

sports, concert, theater, and other live entertainment 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.
 
In reviewing [redacted] complaint, [redacted] double sold 2 tickets for the event on [redacted]. [redacted] listed listing [redacted] on [redacted] and listing [redacted] on [redacted], 2016 in which he received both confirmation emails after the listings were complete.
 
We received contact from the buyer of [redacted] listing [redacted] advising that they were not allowed into the venue as the tickets were deemed invalid as they were already scanned. Since [redacted] provided invalid tickets, 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 held liable for a portion of the costs we incurred to make it right. 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 made an exception in this case and charged him only a portion of those costs on this order.
 
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

(The consumer indicated he/she DID NOT accept the response from the business.)The legal definition of fraud is "A false representation of a matter of fact--whether by words or by conduct, by false or misleading allegations, or by concealment of what should have been disclosed--that deceives and is intended to deceive another so that the individual will act upon it to her or his legal injury." It does not matter if it is a family member, a friend, a coworker or a complete stranger. Fraud is fraud. Not only is this bank fraud, but it is also bad faith on the part of StubHub. A police report has been filed and a detective is actively investigating, which is something the bank AND StubHub failed to do properly. This is bank fraud and bad faith, plain and simple.

Initial Business Response /* (1000, 5, 2015/11/13) */
Thank you for the opportunity to respond to Ms. [redacted]' Revdex.com complaint, Revdex.com Case XXXXXXXX. I understand her concerns and will provide information as it pertains to StubHub processes and policies.
It may help to explain that StubHub is a...

secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment 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: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you 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.
In reviewing Ms. [redacted]' account, she contacted us on November 2, 2015 reporting that she was charged for tickets but had not received them yet. Our Trust & Safety team reviewed the order when it was originally placed and took the appropriate action. Unfortunately, due to our Privacy Policy, we are not able to provide any additional information in response to this consumer complaint.
Thank you for the opportunity to provide information about StubHub. If I can be of any further assistance, please let me know.
[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. 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.
 
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 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 20% of the price of the ticket sold to compensate us for the l StubHub reserves the right in its sole discretion to charge your payment method the full amount of the replacement costs StubHub incurs under the FanProtectTM Guarantee (including costs in excess of 20% of the ticket price).losses we incur to meet our obligations under the FanProtect Guarantee, or the cost of replacements.
 
In reference to [redacted] complaint, the tickets in question were sold on May 1st, [redacted], a confirmation email was sent immediately notifying [redacted] of the sale and advised to upload his tickets no later than the expected delivery date of May 3rd, [redacted]. In the email provided, we also provided [redacted] a link to ‘Report an Issue’ along with the following note: “Reminder:If you're unable to deliver the ticket as promised, your payment method will be charged an amount generally equal to 20% of your ticket cost.” It is also stated in our [redacted] reported the issue that he does not have tickets shortly after the sale was made on May 1st, [redacted]. On May 2nd, [redacted], since [redacted] reported an issue, we needed to make this issue right with his buyer under the terms of our User Agreement and FanProtect Guarantee. As a result, [redacted] received a cancellation email and was not paid for the order and he was charged the 20% fee for nonfulfillment.
 
On May 5th [redacted] called in wanting to dispute the charge. At that time, he was provided with a charge dispute form. Sellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted above. We understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. Our total cost to make it right for this buyer was $[redacted].00. Per our user agreement, [redacted] is responsible for this cost. In this case, this event is considered a high profile event and as a one-time courtesy we have issued a refund in the amount of $[redacted] for canceled sales. Given that consideration was already given in this case, this remainder of this charge will stand.
 
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,
 
Erin
StubHub Executive Customer Care

Thank you again for giving us the opportunity to respond to [redacted] rebuttal Revdex.com Case #[redacted]
As previously noted, 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 includes:. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. For sellers, our FanProtect Guarantee includes:. You will receive payment for all tickets you sell and deliver in accordance with StubHub User Agreement.
Per our User Agreement, sellers must provide accurate section, row, and seat information for their tickets. Tickets they delivery to the buyer must be exactly as listed. If any of the information in a ticket listing does not accurately reflect the actual tickets delivered to the buyer - including any ticket features, comments, or disclosures - a seller may not get paid for the order and may be responsible for any fees we incur to satisfy the buyer under the terms of our FanProtect Guarantee. These fees may include but are not limited to the cost of replacement tickets, refunds, coupons and penalty fees, as outlined in our User Agreement.
We understand that [redacted] has noted that he disagrees with our site selling the incorrect tickets but as noted by our technical team, there was no sign of a site error.  Per the review, [redacted] did edit the quantity available for sale on the listing from 4 to 2 on April 9th.  In reviewing this step, the option is clearly presented with which seat numbers would be available for sale and these were 5 and 6.  As [redacted] did not upload their tickets until April 15th, and they were not pre-delivered, we do allow seat information to be edited but they were not changed. [redacted] was also provided with an additional opportunity to adjust and match the seat numbers prior to their initial upload of PDFs but did not do so.
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. 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 made an exception in this case and reversed the additional charges on this order of $[redacted]. Given that [redacted] was unable to provide the tickets as listed and this order was canceled, we would not be able to pay [redacted] the additional $[redacted].
Thank you for the opportunity to provide additional information about StubHub. If I can be of any further assistance, please let me know.
 
Sincerely,
Natalia

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 accessing or 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 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.
 
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 passes. All 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 complete. A full copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
 
In reviewing [redacted] purchase, she ordered three tickets to [redacted] in [redacted], ** on [redacted] 3rd, [redacted]. In [redacted] the artist’s team had announced that this date, as well as others, were postponed. Their announcement said they would reschedule as soon as scheduling allowed. At this time, the new date has been announced as[redacted] 7th, [redacted]. The event was not canceled. Our events team is monitoring for an update and if the show is canceled, [redacted] will be notified via email.
 
Per our last response to [redacted] Revdex.com complaint, we did issue a full refund as a one-time courtesy for the inconvenience caused. The refund was attempted to be processed to her credit card, however since the credit card was no longer active the funds bounced back to StubHub. [redacted] had contacted StubHub back that same day, and a representative had attempted to refund her again to the same card however the refund was declined a second time. Since this had happened twice and the refund would not go through to [redacted], the refund was approved to be processed as a check payment instead. Check payments take up to 12 business days to process in our system, as the supervisor who had processed this had advised. There is not a way to expedite the check payment process due to the verification process we use to approve the check payment to go through. However, I do see it noted by a member of our Payments’ department from [redacted] 12th stating that the check would arrive to [redacted] within 2-3 business days. The refund check should arrive on or shortly after [redacted] 17th with this new timeline.
 
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,
AndreaStubHub 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 accessing or 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 tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund.
 
Our User Agreement 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. All 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 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] purchase, he ordered two tickets for the [redacted] on [redacted] 22. The tickets purchased are in section 327, row 7, seats 5 and 6. The tickets were listed this way on site prior to this order. When [redacted] contacted our customer service team on [redacted] 15 and stated the row changed after purchase, we explained that our site is unable to purchase other tickets for buyers than what was presented. However, as a courtesy we sent this to our technical team to fully review the sale and listing to confirm if a site error did or did not occur. Due to current volume this was completed today, [redacted] 18. Our technical team reviewed the listing history, order history, as well as site logs from the time of purchase. They confirmed that the listing was presented correctly at the time of purchase as Row 7.
 
Because we are a fan to fan marketplace, as explained above and in our User Agreement, all sales are final unless the seller does not fulfill as listed or the event is canceled. As these tickets were listed correctly and no site error occurred during the purchase, this order is valid. If [redacted] does not wish to keep these tickets, he can list them for sale on our website and sell them to another fan.
 
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

Thank you for the opportunity to respond to Ms. Marco’s complaint, Revdex.com Case[redacted].
I would like to address some of points Ms. Marco asked to have addressed in her last response. First, StubHub does not have the ability to tell people what price to list or sell their tickets at, as the tickets are their individual property. We can’t interfere with the price of something we do not own, as we are the secondary marketplace that people use to sell and purchase tickets. For this or any other event the individual seller is allowed to select the price they feel their tickets are worth, taking whatever pertinent details of the event and location into account.
As to the fee still appearing when Ms. Marco relists her tickets, this is normal and temporary. As we do not charge our sell fee until the tickets have sold, we cannot refund it the sell fee until after the fact. It is totally free to list tickets on StubHub and if Ms. Marco’s tickets sell, we will gladly refund the sell fee for her. Ms. Marco has not relisted her tickets on the StubHub account linked to [redacted] as of March 1st 2018, but she is welcome to do so at any time between now and the event.
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, 6, 2015/06/01) */
Thank you for the opportunity to respond to Ms. [redacted] complaint, Revdex.com Case XXXXXXXX. 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. 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. 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. If the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: In most cases, 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 seller's 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 Ms. [redacted]'s complaint, our records show that on 4/23/2015 Ms. [redacted] listed two Madonna tickets for sale on our site for $500.00 each. If the tickets sold at that listed price, it would have resulted in payment of $450.00 per ticket after fees were applied. However, on 5/8/2015, our records indicate that the tickets had not yet sold and Ms. [redacted] signed into her StubHub account and changed the price on her ticket listing from $500.00 to $250.00 per ticket. Ms. [redacted] had another set of tickets listed on our site to a different event and also changed the price on those tickets from $300.00 to $250.00 per ticket. On 5/11/2015, the two tickets for the Madonna show sold to a buyer on our site with a price per ticket of $250.00 and an expected payout to Ms. [redacted] of $450 in total after fees. Ms. [redacted] contacted our Customer Service Department on 5/11/2015 explaining her tickets were priced incorrectly and reported she was unable to fulfill her sale. The issue was forwarded to our technical team for review. Their review showed that Ms. [redacted] updated her listing to reflect the new price of $250.00 per ticket on 5/8/2015 and did not find any evidence of a site error. Since Ms. [redacted] advised she was not able to deliver tickets to her buyers as listed, we needed to make this issue right with the buyer under the terms of our User Agreement and FanProtectTM Guarantee. We found replacement tickets for the buyer, Ms. [redacted] was not paid for the order (since she did not deliver the tickets), and she was charged a $100.00 penalty fee, 20% of the cost of the tickets, per our User Agreement. However, as a one-time courtesy, we waived part of the charge Ms. [redacted] incurred and issued a $25.00 refund to Ms. [redacted] credit card on file.
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, Ms. [redacted] is responsible for listing her tickets correctly and fulfilling her orders as listed. We understand that mistakes may occur. Although 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 charged her only a portion of the cost.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance
[redacted]
Executive Customer Care Team
Initial Consumer Rebuttal /* (3000, 8, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never changed the price of my tickets to $250.00 per ticket. I would NEVER have sold my tickets for less than face value. They credited me only $25.00 I still want $75.00 credited to my credit card. I was not even near a device to change the price on the day they are saying I did so. This has taken way too much of my valuable time for an error on their part.
Final Business Response /* (4000, 10, 2015/06/22) */
Thank you again for the opportunity to respond to Ms. [redacted]'s rebuttal, Revdex.com Case XXXXXXXX.
As previously stated 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. 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. If the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: In most cases, 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 seller's 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.
As previously noted, we have reviewed Ms. [redacted]'s account and can see that the two tickets listed for Madonna were listed on our site for $500.00 however this price was changed on 5/8/2015 along with another listing Ms. [redacted]'s had on site. Both listings were modified to $250.00 per ticket at the same time from Ms. [redacted]'s StubHub account and therefore this issue was not a site error. When editing the listing from her StubHub account, Ms. [redacted]'s selected Bulk Edit, this would have changed the price of the tickets for both listings which appears to be what happened. As a one-time courtesy we have issued a refund of $75.00 back to Ms. [redacted]'s credit card, please allow 3 - 5 business days for this to reflect.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of any further assistance.
[redacted]
Executive Customer Care Team
Final Consumer Response /* (2000, 12, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I am writing from StubHub’s Executive Customer Care department in response to the complaint number [redacted] filed by Wesley E[redacted].
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 accessing or 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. 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. A copy of our User Agreement is enclosed. You may also find a copy 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 passes. All 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 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.
 
The Seller Policies section of our User Agreement notes rules for listing tickets. This includes a requirement for sellers to provide accurate section, row, and seat information about their tickets. In addition, sellers are required to disclose any ticket features listed on their tickets or disclosed when the original purchase was made. If any of the information in a ticket listing does not accurately reflect the actual tickets delivered to the buyer by the seller - including features 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 Mr. Bolding for Portugal The Man Tickets with an event date of February 26th, 2018 at 8pm. As noted in his complaint, Mr. Bolding made the purchase of these tickets on February 20th, 2018 at 5:44pm with a confirmation the purchase details including the time and date of the show. This information was presented to Bolding when he first reviewed the ticket listing on our site and would have been shown again for him to review prior to finalizing his purchase. For all of our buyers when orders are placed we send them an email with an order confirmation notice. When Mr. Bolding contacted StubHub on February 20th, 2018, a member of our customer service team advised him that we are not able to exchange the tickets or issue a refund per the terms of our User Agreement since the seller accurately listed the tickets and delivered tickets exactly as noted in his listing. To assist Mr. Bolding in resolving this issue, he was advised of the option to list the tickets for sale on our site if he was not going to use the tickets and, as a courtesy, we offered to waive our sell fee if the tickets sold on our website. Mr. Bolding accepted that offer and our customer service agent assisted Mr. Bolding with listing the tickets for sale on our site. After relisting the tickets on our website, Mr. Bolding contacted us asking for a further resolution regarding this issue.
 
We understand in this case that Mr. Bolding has noted he believed he was purchasing tickets for February 27th and not February 26th , however we have reviewed the information provided for this ticket listing and have found that Mr. Bolding was viewed the listing for February 26th and selected that date through the buying process which then reflects the tickets purchased. If Mr. Shepherd had any questions regarding the listing presented to him at the time of his purchase, our customer service team would have been available by phone, email or chat to assist Mr. Shepherd with any questions he had regarding the specific listing prior to the order being placed.
 
Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance.
 
Sincerely,
Allie A.

Initial Business Response /* (1000, 5, 2015/07/31) */
Thank you for the opportunity to respond to Mr. [redacted]'s Revdex.com complaint, 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.
When a seller list tickets for sale on StubHub they are required to enter an In Hand Date. This is the date the seller expects to have the tickets from the primary to then deliver to the buyer. The expected delivery date is displayed on the order confirmation page before the tickets are purchased and in the confirmation email that is sent immediately after the purchase is made.
In reviewing Mr. [redacted]'s account, Mr. [redacted] purchased 3 tickets on 6/27/15 to a Cleveland Browns Game on 10/18/15. The seller of Mr. [redacted]'s tickets had an In Hand Date of 10/16/15 with the expected delivery date of 10/17/15. This information was presented to Mr. [redacted] when he first reviewed the ticket listing on our site and would have been shown again for his review prior to finalizing his purchase. Mr. [redacted] contacted a member of our customer service team requesting to have the tickets delivered earlier because he will be traveling to the event. In situations where a seller listed all information correctly and delivers the tickets as listed, the seller will be paid per the terms of our User Agreement. We explained to Mr. [redacted] that since the delivery date had not passed, we cannot cancel the order, and we need to provide the seller time to deliver the tickets as they listed.
We understand Mr. [redacted]'s concern and are happy to see that the tickets were delivered earlier than expected. The seller uploaded tickets to Mr. [redacted]'s StubHub account on 7/30/15. Mr. [redacted] was notified by email on 7/30/15 that the tickets are ready for download.
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
Initial Consumer Rebuttal /* (2000, 7, 2015/08/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for this opportunity to let you know how happy I am with your assistance in this matter. I am very happy to see the tickets " were delivered earlier than expected " after the person I spoke with stated their was not any chance I could get my tickets any sooner than the date 10/17/2015 lucky me.

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 seller.
 
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: 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. A copy of our User Agreement, including Seller Policies and the FanProtect Guarantee, is attached. A copy may also be found on our website at www.stubhub.com/user_agreement.
 
StubHub sellers have a proven record of reliability. When orders are not fulfilled with valid tickets, the buyer experience and the reputation of all our sellers suffer. For all sellers, we require authorization of a valid credit card prior to listing tickets. If, 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 FanProtect Guarantee including, but not limited to, the cost of replacement tickets, coupons, and refunds to the buyer. Overall, failure by sellers to fulfill their responsibilities could result in penalties including Additional fees and expenses, Order cancellation, Withholding of payment, and/or Account suspension or deactivation.
 
As such, it is not in the interest of sellers to misrepresent the tickets they sell on StubHub. In order to maintain trust in our marketplace, we want to make sure our buyers receive valid tickets. However, we understand that mistakes may occur. For example, a seller might be tempted to increase their chances of selling their tickets by posting them for sale on multiple sites. They could end up selling the same tickets to different sets of buyers, which may then prevent our buyers' entry into the event. Sellers may also upload duplicate tickets in error. Regardless, the terms of our User Agreement note that sellers are responsible in these situations.
 
In our effort to protect our buyers and sellers, we may screen ticket sales or listings for signs of fraud using algorithms or automated systems, which may result in automatic cancellation of listings or sales and temporary or permanent suspension of accounts. In addition, we uphold our FanProtect Guarantee for both buyers and sellers. StubHub will investigate all invalid ticket claims under the Guarantee and determine resolutions on a case-by-case basis. Per our User Agreement, we may report any abuse on our site to the appropriate legal authorities.
 
We want to make sure our buyers have a great experience at an event. Through messaging in the Customer Support section of our website and in the emails we send to buyers when tickets are delivered, we strongly encourage our buyers to take our phone number (866.788.2482) with them to the event, just in case. Though highly unlikely, we want our buyers to contact us immediately if they experience any problems with their tickets at the venue. We want to assist them in every way possible to make sure they are able to attend the event as planned, which may include attempting to provide replacement tickets if there is an issue with their tickets.
 
In reviewing [redacted] order, she contacted us to report that the venue representatives advised her tickets were not valid. At the time of the call, our customer service representative immediately took the proper steps to ensure that we honor our FanProtect Guarantee and provided [redacted] with a full refund. As we are not able to offer more than a 100% refund, we instead offered [redacted] a coupon for the full amount she paid as well as the full refund. This credit has been processed to [redacted] StubHub account in the amount of $[redacted].
 
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

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

concert, theater, and other live entertainment 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 will charge your payment method an amount equal to the greater of 40% of the price of the ticket(s) sold or (ii) the full amount incurred by StubHub to remedy the dropped sale. In addition, you may be subject to other consequences as specified in the User Agreement, including account suspension. In reference to [redacted] complaint, when the tickets in question were sold on [redacted], a confirmation email was sent immediately notifying [redacted] of the sale and advised to ship her tickets no later than the in hand date selected when listing the tickets [redacted]. In the email provided, we also provided [redacted] a link to ‘Report an Issue’ along with the following note: “Reminder: If you're unable to deliver the ticket as promised, your payment method will be charged an amount generally equal to 20% of your ticket cost.” [redacted] contacted us shortly after the sale to confirm if it would be ok for the primary to ship the tickets to the buyer instead of using the provided [redacted] label as she had yet to receive the tickets. We at that time did advise [redacted] that she could have the primary ship out the tickets and she would need to provide the tracking number for the [redacted]. Unfortunately, the tickets were never delivered to the buyer via the [redacted] which the primary used to ship the tickets out. [redacted] did contact us to see what the next step would be and we at advised that she should see if the primary can reship the tickets to her and from there she could use the [redacted] label we provided for delivery. When [redacted] contacted the primary, the did advise they were unable to reship the tickets however they would be available at Will Call for pick up. StubHub unfortunately does not allow the delivery option of Will Call for our buyers as this does go against our User Agreement and Privacy policy. Due to [redacted] not being able to fulfill on the sale due to the tickets being at Will Call, we did have to cancel the sale per the terms of our FanProtect Guarantee and locate comparable replacement tickets for the buyer. On [redacted] called in wanting to dispute the cancelled sale. At that time, she was advised that as the buyer never received the tickets, we could not issue payment, however as a courtesy we would waive any additional charges. Sellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted above. We understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. 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

Initial Business Response /* (1000, 5, 2016/01/07) */
Thank you for the opportunity to respond to Ms. [redacted]' Revdex.com complaint, 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.
When orders are not fulfilled with valid tickets, the buyer experience and the reputation of all our sellers suffer. For all sellers, we require authorization of a valid credit card prior to listing tickets. If, 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 buyer. Overall, failure by sellers to fulfill their responsibilities could result in penalties.
In reference to Ms. [redacted]' complaint, she purchased 2 tickets to the Detroit Pistons at Chicago Bulls game on December 18, 2015 which she was unable to use because the tickets were deemed invalid by the venue. Ms. [redacted] contacted us while at the venue and under the terms of our FanProtect Guarantee we located her comparable replacement tickets. Unfortunately, those replacement tickets also were deemed as invalid and she was provided with another set of tickets which she was able to use to attend the game. Due to the inconvenience we also issued her a coupon of $104.43.
We understand Ms. [redacted]' frustration with the situation, however our Fan Protect Guarantee explains that if the tickets are not valid for entry we will try locate you comparable replacement tickets at no extra cost, or a full refund or Fancode. Unfortunately, we would not issue Ms. [redacted] a full refund and provide replacement tickets. However after reviewing the situation further, we can see that Ms. [redacted] was provided with different information which may have caused confusion. Due to the different information and the poor experience Ms. [redacted] had we have issued her a full refund of $522.14 as a one-time courtesy. Ms. [redacted]' account has also been re-activated and she can sign in and use her account as normal.
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