Stubhub.com

Initial Business Response /* (1000, 9, 2016/01/27) */
Thank you for the opportunity to respond to Mr. [redacted]'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 www.[redacted]
In regards to Mr. [redacted]'s complaint, he sold 6 tickets to the Bud Light Braggin Rights - Illinois Fighting Illini vs Missouri Tigers Basketball game on December 7, 2015. The tickets were successfully delivered to his buyer on December 9, 2015 and his payment of $783.00 started processing the following day. Mr. [redacted] chose to be paid by check when he originally listed the tickets. A check can take 10-12 business days to process and be delivered to a seller. On January 3, 2016 Mr. [redacted] contacted our customer support team because he still had not received his check. At that time we offered to reissue him a new check. Our payments team canceled to the original check and reissued the payment on January 5, 2016.
It appears Mr. [redacted] received and deposited the original check which had since been canceled and reissued. After a check has been canceled it is no longer a valid source of payment which is why his financial institution would have reversed the deposit after the funds did not clear.
We truly apologize for the inconvenience and frustration this caused Mr. [redacted]. Under the terms of our User Agreement we would not liable for any overdraft fees charged by his financial institution. However as a one-time courtesy we have agreed to send Mr. [redacted] an additional payment of $47.50 to cover the charges. This payment started processing on January 16, 2016 and will be delivered to Mr. [redacted] within 10-12 business days.
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 /* (3000, 11, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is nothing that can resolve the issue. If I have no other choice I'll sell tickets on their platform but will use all other sources first and urge others to do the same.
Final Business Response /* (4000, 13, 2016/02/04) */
Thank you for the opportunity to respond to Mr. [redacted]'s Revdex.com rebuttal, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
As previously explained, Mr. [redacted] sold tickets on StubHub and did not receive his original payment within the typical time frame. When he contacted our customer support team we offered to cancel the original check and reissue a new one in which Mr. [redacted] agreed. Mr. [redacted] received and deposited the original check which had since been canceled and reissued. This resulted in his financial institution reversing the deposit after the check did not clear and Mr. [redacted] was charged overdraft fees.
Under the terms of our User Agreement StubHub would not liable for any overdraft fees charged by his financial institution and no further compensation would be provided. However as a one-time courtesy we sent Mr. [redacted] an additional payment of $47.50 to cover the overdraft charges. Our records indicate that Mr. [redacted] has deposited or cashed this payment on February 1, 2016. We truly apologize for the inconvenience this experience has been for Mr. [redacted]. However, our policies regarding this situation have been noted and we do not have anything further to add.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
Sincerely,
[redacted]
StubHub Executive Customer Care

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

tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
 
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.
 
When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to **% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. However, in cases that result in unusually large losses to StubHub (for example, nonfulfillment of sales involving large numbers of tickets or tickets with significant price appreciation), StubHub reserves the right in its sole discretion to charge the sellers payment method the full amount of the replacement costs StubHub incurs under the FanProtectTM Guarantee.
 
In reference to [redacted] complaint, [redacted] contacted us explaining he was unable to fulfill his sale by mail due to the holiday weekend. [redacted] suggested changing the delivery to electronic to ensure faster delivery, and we accommodated the change as requested.  Unfortunately, we accidentally took premature action on [redacted] order which caused the cancellation as a result.
 
Due to this situation, we understand that [redacted] should not have been charged the cancellation fee for this order and we have since reversed [redacted] charge of $**, waived the initial 10% sell fee and paid [redacted] for 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,
 
Natalia
StubHub Executive Customer Care

Complaint: [redacted]I am rejecting this response because:
I was not informed that the sale could not be refunded in the case of error immediately following the transaction. This transaction was entered in error and needed to be immediately cancelled. When I attempted to do so this was denied. The tickets bought in error have no value to me. 
 
Sincerely,[redacted]

From: [redacted] [[redacted]] Sent: Friday, July 15, 2016 9:23 AMTo: [redacted] <[redacted]>Subject: Re: Complaint No. [redacted]
 
I filed the above complaint against Stub Hub for tickets that I had purchased in February and still had not received.  After all the back and forth and their claim that I had agreed to not receive the tickets until September, I find it very funny that the very same tickets they claim the seller did not have and would not have until September and that I would not receive until September 10, came in the mail yesterday.  Unfortunately it is companies like this that give other reputable companies a bad name.  I will NEVER use Stub Hub again but thankfully I did receive the correct tickets and in plenty of time to correct a problem if there was one.  Thank you for your assistance.  I am sure that had I not filed a claim, I may or may not have gotten this issue resolved.  
 
[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. 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, he ordered two tickets to [redacted] in [redacted] on [redacted] 1st, [redacted]. In [redacted] the band announced that this date, as well as two others in [redacted], were postponed. Their announcement said they would reschedule as soon as scheduling allowed. At this time, no date has been announced. The event is still postponed awaiting a new date. The event was not canceled. Our events team is monitoring for an update and once a new date is announced, or if the show is canceled, [redacted] will be notified via email.
 
As noted in our User Agreement above, refunds can only be provided if a seller fails to deliver tickets as listed or the event is canceled. As this event has not been canceled and the band still intends to reschedule this show, a refund of this order will not be processed. As a one-time courtesy, we refunded [redacted] buy fee of $[redacted]. Because this show is postponed and the order is valid, no further compensation can be provided.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
 
Kaila
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/11/05) */
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 might help to explain that StubHub is a secondary ticket...

marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. Listings on our site come from individual sellers who set their own prices for the tickets listed.
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states "You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
Our marketplace is a live site and we do not have an "in the cart" feature. When a buyer places an order, they are entering into a binding contract with the Seller to purchase those tickets or related passes [redacted] our User Agreement. Their payment is remitted to StubHub and disbursed to the seller according to our payment policy. Buyers cannot change or cancel any orders after the sale is complete as all sales are final. Except for canceled events, buyers will not receive a refund for completed purchases.
In reviewing Ms. [redacted]' complaint, she purchased ticket to AAA Texas 500 Sprint Cup on October 27, 2015. She contacted us that same day reporting that the order went through when she was only trying to review the final price of the tickets with fees. After reviewing the order we were able to confirm that the order went through as normal and she would have been presented with a review and confirm screen before placing the order. We explained we cannot issue a refund or cancel the order as all sales are final. We offered to help Ms. [redacted] list her tickets for sale on StubHub if she no longer wanted the tickets.
Due to the terms of our User Agreement and Fan Protect Guarantee, we are unable to cancel and refund the order. However as a one-time courtesy, we have contacted Ms. [redacted] and offered a partial refund of her fees in the amount of $61.00 if she would like to keep the tickets. Our original offer to list her tickets for sale on StubHub with no selling fees still stands if she no longer wants the tickets. Ms. [redacted] can contact our Customer Service by phone, email or chat to accept either offer.
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, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hopefully they will be able to prevent that glitch from happening to anyone else as it is very frustrating. I'm concerned about using them again in the future as they claim no responsibility or deny that the glitch even exists. However, I am satisfied with the resolution in this case.

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 [redacted] delivery. We advised [redacted] that Flash Seats were not a supported fulfillment method and he would have to obtain PDF or hard stock tickets.
 
Because this order was noted that [redacted] may be only able to provide Flash Seats, we canceled this order and provided the buyer comparable replacement tickets. [redacted] was held liable for the cost of replacement tickets. As the Expected Delivery Date on this order was October 23, [redacted] should’ve been provided additional time to fulfill this order with a supported delivery method as advised.
 
We reached out to [redacted] and fully reversed his remaining charge of $[redacted]. We are working with him to attain the tickets and pay him for this sale.
 
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, [redacted] Fischer

Thank you for the opportunity to respond to Mr. Braddix’s Revdex.com complaint, Revdex.com Case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
In this case, StubHub were able to determine that the tickets that were uploaded were in a different section than the tickets listed. While PIT tickets were listed, the tickets uploaded were for Section 220. StubHub is partnered with primary ticket company for this event, AXS, which is how we were able to determine this as a certainty. As Mr. Braddix did not upload the tickets that were promised, his sales for this event were cancelled and StubHub helped the buyers acquire replacement seats. As this issue incurs large costs for StubHub, Mr. Braddix was charged a portion of the cost for making the situation right with the buyer, as per the StubHub User Agreement. If Mr. Braddix was delivered different tickets than what he purchased from Vivid Seats, that would be a matter for him to take up with them. However, since Mr. Braddix entered into a binding contract with StubHub and his buyer regarding these sales, and then did not deliver the tickets that were listed, the cancellation and charges are valid and will stand.
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

I am writing from StubHub’s Executive Customer Care department in response to the complaint [redacted] filed by Ms.[redacted] Gomez.
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 third party sellers.
 
In reviewing this complaint, I note that Ms. Gomez did not include order number for the tickets she purchased on StubHub. In looking at the account connected to the email address [redacted], I am unable to find any purchases made in the last 365 days. If Ms. Gomez would like to include the order number of her purchase we would be more than happy to review it.
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] complaint, Revdex.com Case [redacted]. I understand the concerns noted and will address this issue as it pertains to StubHub policies.It might help to explain that StubHub is a ticket marketplace website which enables fans to buy and sell tickets to...

sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states “You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund.” In reviewing this complaint, [redacted] purchased tickets for a [redacted] game on 10/21. Because the seller of this order did not uphold their commitments per our StubHub FanProtect Guarantee for this order, we are happy to process a full refund [redacted] order.[redacted] poor experience is not a typical experience our customers have when using our website and we take these issues very seriously when they do occur. We want to make this situation right for [redacted] and let her see firsthand that her experience was far from typical as she should expect a seamless, hassle-free experience under the protection of our StubHub FanProtect Guarantee moving forward. If I can be of any further assistance, please let me know.Sincerely, [redacted]StubHub Executive Customer Care

Complaint: [redacted]I am rejecting this response because:
The email sent by stub hub clearly stated the sale had gone thru and the buyer received their tickets.  If there was a problem, it should have been stated earlier.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. A copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement.
StuHub has already provided documentation showing that both the User Agreement and the FAQ page clearly state that refunds will not be issued for postponed events unless they are ultimately cancelled. In this case, the event was rescheduled for [redacted], and the game was played on that date.
As previously stated, StubHub is a fan to fan market place, and per the User Agreement all sales are final. The tickets that [redacted] purchased were valid for the rescheduled game that was played on[redacted], and as such a refund will not be provided.
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
 
[redacted]
StubHub Executive Customer Care

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted] Wuerz

Thank you for the opportunity to respond to [redacted] Revdex.com rebuttal, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
 
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. A copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement.
 
In reviewing [redacted] order, he purchased three tickets for [redacted] on [redacted]. This event can be found on [redacted] official page with all tour dates and locations. In looking online, the venue [redacted] Center for the Arts also has this event listed on their website. [redacted] and [redacted] are performing on [redacted], as listed on our site, as part of The [redacted]. The venue’s website states that tickets are available for purchase at the [redacted] Box Office. As this event can be found on [redacted] official tour page, on the venues website, and tickets can be purchased at the venue, this event is valid and has been confirmed. As our User Agreement explains all sales are final, we are not able to provide [redacted] a refund.
 
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] Revdex.com complaint, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
 
It [redacted] 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 [redacted] 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 [redacted] not be paid and [redacted] 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 [redacted] charge sellers an amount generally equal to 40% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the full cost of replacements.
 
In reviewing [redacted] canceled sales, he listed multiple tickets with us on [redacted] 12 and 13 for [redacted] in [redacted]. When listing on StubHub, all tickets listed must be consecutive. When purchasing tickets, there is a notification that “All tickets are guaranteed to be together” on each listing. When in the listing process, before creating any listing, our site states “By listing tickets on our site, you’re agreeing to our Seller Policies.” If users are unfamiliar, they can click on the words “Seller Policies” to read more. The third outlined policy states, under tickets you are not allowed to list, “tickets for non-consecutive seats”. Tickets listed on our website must always be consecutive so if a buyer purchased all tickets in the listing, their seats would be together.
 
As [redacted] listed non-consecutive seats, these cancellations are valid. It is every sellers responsibility to make sure their listings are accurate and follow our seller policies. Our site is unable to confirm whether or not tickets are listed correctly as every venue is different, so sellers are responsible for their listing details.
 
Our User Agreement explains that sellers are liable for all costs StubHub incurs to make it right for the buyer to meet our obligations under the Fan Protect Guarantee. As explained above, this includes a 40% charge when a sale is canceled or the full cost of replacement tickets for the buyer. In this case, [redacted] incurred this cost on each of his orders. On his first canceled sale, the cost to make it right for the buyer was $[redacted].00. The second and third sale’s charges failed to process to [redacted] credit cards on file and processed as credit memos on [redacted] account totaling in $[redacted].
 
As a one-time courtesy as this was [redacted] first canceled sale, we have reduced the charge of $[redacted].00 to closer to a 40% cancellation charge to $500.00. As [redacted] listed tickets against our user agreement and seller policies, this cancellation charge is valid.
 
In reviewing the expectations that were set for [redacted] regarding his other two orders, we understand that the proper education and expectation regarding cancellation was not provided. As a one-time courtesy, both charges for these canceled sales have been removed from [redacted] account and these balances are no longer owed.
 
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, 2015/06/15) */
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 might help to explain that StubHub is a secondary ticket...

marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. Listings on our site come from individual sellers who set their own prices for the tickets listed.
By accessing or using our website, buyers 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."
It is also 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 this complaint, Ms. [redacted] placed 2 orders on our website where one order was for event carnival tickets and second order was for a shuttle pass. The seller of the shuttle pass [redacted] ordered notified us to advise they were unable to provide the shuttle pass [redacted] therefore was unable to fulfill the order. As a result of this information, we immediately took action and attempted to locate a comparable replacement shuttle pass [redacted] Ms. [redacted] at no additional cost to her per our FanProtect Guarantee as stated above, but unfortunately, there were no comparable passes [redacted] Please keep in mind when it comes to comparable replacement passes ** tickets they are determined by StubHub in its sole discretion based on cost, quality, availability and other factors, per the terms of our User Agreement. Since we were unable to accommodate Ms. [redacted] with a new shuttle pass, we processed a full refund to her credit card along with a 20% StubHub coupon for the inconvenience.
Ms. [redacted] then contacted StubHub requesting a refund for her remaining order for the event carnival ticket. A member of our customer service team advised Ms. [redacted] we are unable to accommodate the request per the terms of our User Agreement since Ms. [redacted] had entered into a contractual agreement with the seller to purchase the tickets. To assist Ms. [redacted] in resolving this issue, we offered Ms. [redacted] the option to relist her tickets on our website if she was no longer interested in attending the event. As a courtesy, we also offered to waive our sell fee if the tickets sold on our website. While Ms. [redacted] declined the offer to relist her tickets, we explained this offer would still stand if she chooses to accept. We also advised to Ms. [redacted] that she would only be eligible for a full refund if the seller of her order was unable to fulfill per our FanProtect Guarantee. Ms. [redacted] understood conditions and agreed to keep her tickets.
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

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. You may also find a copy on our website at www.stubhub.com/user_agreement.
 
In reviewing [redacted] order, he purchased tickets for [redacted] at [redacted]. In [redacted], we learned that the [redacted] decided to implement strict restrictions on all tickets for their home game opener. Tickets for this event are no longer transferable from original purchasers. Upon learning this, we immediately took action on all orders. We reached out to [redacted] seller and, once we determined they were unable to fulfill this sale, we canceled the order.
 
We stand behind our Fan Protect Guarantee and because we could not provide tickets [redacted] could use due to the restrictions implemented by the team, we provided [redacted] a full refund. We did not have replacement tickets to offer due to the restrictions set by the [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,
 
[redacted]
StubHub Executive Customer Care

Thank you for the opportunity to respond to Ms. Vrhovnik’s 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 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.
 
In reference to Ms. Vrhovnik’s complaint, I would like to make a few things clear as it seems there is some confusion. Ms. Vrhovnik listed the tickets in question on March 18th. The tickets sold on order[redacted] on March 23rd. When Ms. Vrhovnik listed the tickets, she entered into a binding contract at which point she promised ship the tickets Monday, March 26th. When Ms. Vrhovnik had exceeded the deadline to ship by four days, we were forced to make the situation right with the buyer on the order, who would now not be receiving the tickets as promised.  Per StubHub’s User Agreement, a portion of the cost incurred by StubHub in this situation was charged to Ms. Vrhovnik for not fulfilling her sale. As a result, as Ms. Vrhovnik did not ship the tickets in the agreed upon timeline, the charges levied are valid.
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 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 buyer’s 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 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 [redacted] complaint, [redacted] listed and sold 2 tickets to the [redacted] to [redacted] with [redacted] show on 9/10/[redacted] buyer contacted us explaining they received incorrect tickets for the 9/9/[redacted] show instead of the 9/10/[redacted] show it was listed. Our customer service team contacted [redacted] asking him to provide the tickets for the correct date. Since [redacted] was not able to deliver the correct tickets to his buyer as listed, we needed to make this issue right with his buyer under the terms of our User Agreement and FanProtectTM Guarantee. As a result, [redacted] was not paid for the order and he was held liable for a portion of the costs we incurred. We incurred high costs in resolving this issue for the buyer since there was significant price appreciation for the event.
 
In this case, our total cost to make it right for the buyer was $[redacted] for this order. Per our User Agreement, [redacted] would be responsible for these costs. However, [redacted] disputed the charge and we initially refunded him $[redacted]. As a one-time courtesy I have refunded the remaining balance of $[redacted]. These funds will be put back on [redacted] credit card and can take 3-5 business days to process.
 
We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, [redacted] is responsible for listing his tickets correctly and fulfilling his orders as listed. We understand that mistakes may occur. Although [redacted] could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we made an exception in this case and did not charge him 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,
 
Faith
StubHub Executive Customer Care