Stubhub.com

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

sports, concert, theater, and other live entertainment 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] sale, he sold two tickets for a [redacted] event on [redacted] 30. The tickets were listed as being available for [redacted] delivery. For this event, only hard tickets and mobile tickets were distributed to original purchasers from the primary. We restricted PDF listing as sellers would not be able to deliver PDF tickets and we don’t allow the sale of mobile tickets. When [redacted] contacted us on [redacted] 26, we sent the sale to our replacement team to find tickets for the buyer. [redacted] was made aware that the cancellation would result in a charge as noted above.
 
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 was $[redacted]. Our payments team reviewed [redacted] charge dispute form as a courtesy and decided this charge will not be reversed. As that consideration has already been provided, this charge will remain.
 
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]’s rebuttal, Revdex.com case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies. As previously noted, per terms of our User Agreement which 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: [redacted].
As it pertains to the complaint, [redacted]’s tickets for the performance of [redacted] the [redacted] were listed correctly with the required ticket disclosures “Limited or Obstructed View”. This information was presented to [redacted] when she first reviewed the ticket listing on our site and would have been shown again for her to review prior to finalizing his purchase. [redacted] was sent an email with an order confirmation that included the purchase details and disclosure of “Limited or Obstructed View”. When [redacted] contacted StubHub on December 30th, 2017 and spoke to an agent who informed her that we are not able to exchange the tickets or issue a refund per the terms of our User Agreement. The seller accurately listed the tickets and delivered tickets exactly as noted in the listing. [redacted] was offered a courtesy of a coupon to help resolve her concerns and refused to accept it.
We understand in this case that [redacted] has stated she believed she was purchasing full view tickets, however we have reviewed the information provided for this ticket listing and have found that the seller’s listed disclosure of “Limited or Obstructed View” accurately reflected the type of tickets purchased. If [redacted] had any questions regarding the listing disclosures presented to her at the time of purchase, our customer service team would have been available by phone, email or chat to help [redacted] prior to the order being placed. At this time we have no further action to take. Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance. Sincerely, [redacted]. StubHub Executive Response Team

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 [redacted] sale, she sold one ticket for [redacted] on August 13. The buyer contacted us from the event at 10 PM EST and had been unable to enter the venue with the ticket provided. 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.
 
As [redacted] was not able to provide any information showing that this ticket was not scanned or scanned successfully, and the buyer was unable to attend with the ticket provided, [redacted] was not paid for this sale.
 
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 was $[redacted]. As the buyer was not able to use this ticket, [redacted] will not be paid and 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,
 
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. A copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement.
 
In reviewing [redacted] order, he purchased six tickets on [redacted] 18 for [redacted] at [redacted]. These tickets were $[redacted] each, $[redacted] total including fees. When buying tickets on our site, listings by default do not show the price including fees. There is a “show fees” filter where listings would 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. 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. These fees are always presented on the checkout page prior to completing the transaction.
 
As [redacted] was presented with this total price prior to order completion, no compensation can 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,
 
Kaila
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/11/18) */
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 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 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.
Seller responsibilities when listing and selling tickets on our site are addressed in Section 5 of our User Agreement, which states:
StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperate. We may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies (e.g., by deliberately exploiting any policy loopholes). These actions may include, but are not limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, cancelling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe us or costs we incur due to your misconduct (including, without limitation, any costs associated with collection of delinquent accounts or chargebacks and any replacement costs). We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or as otherwise legally required.
In reviewing this transaction, Ms. [redacted] sold 2 tickets to a Chicago Blackhawks game on October 2, 2015 We received contact from the buyer on the night of the game advising that they were not allowed into the venue as the tickets were deemed invalid as they were invalid.
We notified Ms. [redacted] of the reported issue on the day of the event and requested that she respond to us within 48 hours and provide her 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 Section 5 of our User Agreement.
Ms. [redacted] responded to us on October 27, 2015 and provided information showing that she originally purchased the tickets and provided an email from an employee at the United Center confirming the tickets were never used. After further investigation Ms. [redacted] and StubHub were able to confirm with the United Center that the tickets were printed more than one time from her account. Each time the tickets are printed the old barcodes are voided and new barcodes are issued. Ms. [redacted]'s buyer was provided with one of the older printouts with invalid barcodes which resulted in the StubHub buyer being denied entry to the event.
We were able to confirm that Ms. [redacted] was charged in the amount of $234.00 and $36.00 twice by accident. The duplicate charges were refunded to her credit card on November 13, 2015.
We understand that Ms. [redacted] is upset about the charge to recoup her payment of $234.00 and the additional charge of $52.00. However the tickets Ms. [redacted] provided her StubHub buyer were not valid for entry and per the terms of our User Agreement we are unable to pay Ms. [redacted] for this order and she would be liable for any additional costs to make the issue right with her buyer. Since the venue representative noted the tickets were not used, we suggest Ms. [redacted] reach out to venue or her ticket issuer and request compensation.
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, 2015/07/22) */
Thank you for the opportunity to respond to Ms. [redacted]' Revdex.com complaint, case XXXXXXXX. I understand Ms. [redacted] is dissatisfied with our process regarding canceled orders. I will address the concern as it pertains to StubHub policies.
It may help...

to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment 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 reference to Ms. [redacted]' complaint, Ms. [redacted] sold 2 tickets on 6/5/15 to Motown the Musical Memphis taking place on 7/18/15. Ms. [redacted] fulfilled the sale by uploading scanned copies of a PDF print out. The buyer contacted us on 6/6/15 to notify us the tickets they received were a scanned copy. The buyer chose to cancel the order and receive a full refund as part of our FanProtectTM Guarantee. As a result Ms. [redacted] was not paid for the sale and was charged $20.16, which was our total cost to make it right for the buyer.
Our Seller Policies it states, "Never create your own electronic ticket files from scans, photos, or copies of paper tickets or ticket printouts. Only choose e-tickets if the tickets originated as electronic PDF files and you have the original files." Per our User Agreement, Ms. [redacted] would be responsible for the total cost to make it right for the buyer. However, as a one-time courtesy, we have refunded $20.16 in charges that had been submitted 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 reversed the charges.
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: [redacted]I am rejecting this response because:  don't really think it matters anymore since my bank has refused to pay them.  I have already spread the word about this company to my place of business who uses socalled stubhub.  I won in the long run.  THEY LOST.  I put the word out to all the reporting bureaus and ruined their name.  My win their loss!!!   Good luck getting any money from me!!Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because even though they said that I would receive the tickets by September 10, the seller has already received the tickets because no matter WHAT site ads the seller purchased the tickets from they have been issued as the concert was announced in February.  There is NO reason that I should have to wait until September to get the tickets.  I do not care what their policy is if I don't get the tickets until 5 days before the show it does not matter what their policy is on giving me my money back if I don't get them, these tickets are a birthday gift and how am I supposed to explain "sorry they did not get me the tickets in time or the correct tickets but I can give you the money instead."  Whatever.  Stub hub has a reputation that ainhave found as out since I ordered the tickets and I will NEVER order from them again.  Bottom line I want my tickets.  
I am rejecting this response because: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 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. A full copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
 
In reviewing [redacted] provided information, a purchase was made under the email [email protected] on September 7 for an event on September 8. A confirmation email was sent within one minute of the order being placed and stated the two tickets purchased were available for download.
 
As this is a valid purchase, we are not able to provide a full refund. However, we understand that these tickets were not used for this event. As a one-time courtesy, we can provide a 50% refund on this order. This refund of $[redacted] can be processed to the credit card used at the time of purchase.
 
To have this refund processed [redacted] can contact our customer service team at 1-866-788-2482.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
 
Kaila
StubHub Executive Customer Care

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, ** Mengkai

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] sale, he sold one ticket on March 12 for NCAA Tournament East Regional Session 2. Shortly after the purchase, [redacted] used his StubHub account to report that he did not have the ticket or a replacement ticket to offer on the sale. This order was sent to our sourcing team to find and offer a replacement ticket for the buyer. On March 13, we spoke with the buyer and provided them with a replacement ticket. T "Comparable or better" replacement tickets are determined by StubHub in its sole discretion based on cost, quality, availability and other factors. We typically try and offer the buyer a ticket as similar as possible to the ticket they originally purchased. In this case, we were able to provide the buyer with a ticket in the same section and row as [redacted] listing.
 
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. [redacted] was advised of this in a pop-up when he selected that he was unable to fulfill his sale through his StubHub account. In this case, our total cost to make it right for the buyer was $[redacted].00. As [redacted] was unable to fulfill this sale and we had to replace the order for the buyer, this cancellation charge is valid and no compensation can 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,
 
Kaila
StubHub Executive Customer Care

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would like to note that while the StubHub technical team was unable to find where the listing was deleted I was able to supply a copy of a customer satisfaction survey request that I received on the evening of [redacted] which was 2 days before the sale and on the day that I believe the listing was removed which seems consistent with my timeline.  I am unable to provide definitive proof that the listing was removed and they were unable to provide anything other than a statement from the technical team that they believe the listing was active.
Sincerely, [redacted]

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: [redacted]. In reviewing [redacted] account, the order was placed on [redacted]. From the information provided by [redacted], her flight to Houston was canceled on December 8th. [redacted] called into StubHub Customer Service to let us know that her flight had gotten canceled and asking for next steps. StubHub advised [redacted] that as all sales are final, she would have to look into reselling the tickets on StubHub. [redacted] did attempt to sell the tickets on StubHub however, per our User Agreement, StubHub does not guarantee that your tickets will sell or that your listing will appear on the Site within a certain time after it is posted. StubHub will not, for any reason, provide compensation for tickets that do not sell. Although it was not the buyer’s fault that they could not attend, we offered what we could do to help make the situation better. At this time there is no refund or compensation that we would be able to provide. 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: [redacted]I am rejecting this response because:
I was & am fully aware of the policy & how the interface of the website works (i.e the completed tabs described), I am certified trainer of [redacted] software, however there was no item in any tab, anywhere within my profile, either on the mobile device or on a laptop, even after logging out & then back in.  Again as this was an error on the part of the sellers interface &/or web platform, this is not my penalty to pay & I will continue to fight it until it is resolved.  I should not be held accountable for the error of the tool.  Had it been an oversight or error on my part I would have no problem paying that penalty.  If it would be helpful, I have witnesses who can give statements as to the behavior of the website in question.  Again, I will continue to pursue this with whatever means are available to me.
Sincerely,[redacted]

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[redacted] for the show taking place on [redacted], which has now been postponed. When placing this order, [redacted] was provided the estimated delivery date and by placing the order, [redacted] agreed to the terms of our User Agreement and entered into a contractual agreement with the seller to purchase the tickets with the understanding when the orders would be 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 [redacted] has postponed and no date was provided for the new show however, Key Arena will honor the tickets with the original date/time printed on them. 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

Thank you for the opportunity to respond to Mr. McPherson’s Revdex.com 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 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 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 StubHub User Agreement.
As noted above, by using our website, buyers and sellers agree to the terms of our User Agreement.  Section 5 in our User Agreement states the following:
StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperate. We may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies. These actions may include, but are limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, canceling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe or costs we incur due to your misconduct. We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or otherwise legally required.
A full copy of our User Agreement may be found at: [redacted].
In reviewing this case, I’m able to see that Mr. McPherson purchased three tickets to the Toronto Maple Leafs at the Boston Bruins on February 3rd, 2018. Mr. McPherson then took screen shots of the tickets, and transferred two of the three tickets to his brother who was attending the game with him. When his brother accepted this transfer that voided two of the three tickets in Mr. McPherson’s possession and caused the issue when scanning in. This was explained to Mr. McPherson by our Marketplace Investigations Team on February 15th.  Given this information, we would not be able to provide a refund as Mr. McPherson had valid tickets and his seller did nothing wrong. In this case the tickets were invalidated by the buyer when he transferred and screen shot them.
 Also, to the address the debit card Mr. McPherson has on file with his StubHub account. Mr. McPherson agreed to the Terms and Conditions of our User Agreement when he created his account, and in this He did agree to place a valid credit card on his account for his purchase. This card stays on the account until removed by the customer, which Mr. McPherson is welcome to do at any time.
Thank you for the opportunity to provide information about StubHub. If I can be of any further assistance, please let me know.
 
Sincerely,
 
Chris [redacted]
StubHub Executive Customer Care

Complaint: [redacted]I am rejecting this response because: Erin, I did not violate any part of the agreement, I was able to concur with the TNS team and they agreed I am in no way violating StubHub policies by selling tickets I purchased using a promotional offer. Please email me directly.Sincerely,[redacted]

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

other live entertainment 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. You may find a copy of our User Agreement on our website at [redacted]
Per our User Agreement, it is noted that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related 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 and comments a seller selects or disclosures a seller fails to select – the seller may not get paid, may incur fees for us finding replacement tickets for the buyer, or may be subject to other consequences as outlined in our User Agreement.
 
For the tickets purchased on our website by Mr. DiGiulio for the Colorado Avalanche game noted in his complaint, I’m able to see that a download instructions email was sent to Mr. DiGiulio’s email address in file. This contains step by step instructions on downloading tickets and I will attach a copy to this response. Since we are able to determine that the seller correctly delivered the tickets, StubHub would not be able to refund this order. However, as a one-time courtesy, and to help Mr. DiGiulio get to and enjoy another game without any difficulty, I would like to offer a coupon in the amount paid for the order, this would be applied directly to Mr. DiGiulio’s StubHub account and could be used in a purchase for anything he would like to attend.
Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance.
 
Sincerely,
 
Chris [redacted]
StubHub Executive Customer Care

Thank you for the opportunity to respond to Dr. Fischer’s 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 [redacted].
 
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 40% 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 Dr. Fischer’s complaint, I understand that the issue with delivering the tickets came from a typo in the email and that Dr. Fischer did his best to deliver the tickets and didn’t become aware of the mistake until the order was cancelled. I see from the notes on the order that the Customer Service Representative assisting the buyer for the order did call out and leave a voice message on March 23rd, but we do feel that additional attempts could have been made. That being said, Dr. Fischer took ownership of the situation and I would like to assist him as best I can. I would like to waive the additional 40% charge as a one-time courtesy, knowing that this was an accident and that Dr. Fischer will be extra diligent going forward. If Dr. Fischer finds this solution acceptable, I will process the charge reversal and it should show like a refund on the card ending in [redacted]
 
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
Chris [redacted]
StubHub Executive Customer Care

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

sports, concert, theater, and other live entertainment 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 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.
 
As the industry leading ticket marketplace, StubHub has access to a rich transactional dataset which we are able to use to determine how our customers perceive seat quality. With this data, we have built algorithms that will make ticket buying a more informed and efficient process on StubHub. Currently, price, location and proprietary historical data are a few of the factors that fuel our algorithm. A combination of seat quality and ticket scoring determines ticket ranking and how ticket recommendations are displayed on StubHub.
 
In reviewing the map we have for [redacted], Section 107 has two sections. “Baseline 107” and “Lower Level Baseline 107” are two separate sections. Lower Level Baseline 107 has tickets with rows A-M. Baseline 107 has tickets with rows 1-19. Our map is up to date and matches the primaries. Based on this information, there is no evidence that [redacted] listings are impacted differently on the Best Value feature.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
 
Kaila
StubHub Executive Customer Care