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The reason I bought tickets on StubHub was the guarantee, said Joshua Woody, who purchased March 13 tickets to a Lizzo concert in Houston in February. Followhim on Twitter at @ProofHearsay. Refund Policies for Ticketmaster, StubHub, Telecharge, TickPick. However, their respective terms of service seem to leave the door open for shutting down refunds if need be as things progress. Tel: 601.427.4050 The company is a registered Since its inception in 2000, StubHub has grown to become the world's largest ticket resale marketplace. The agent will be able to grant you a refund if your scheduled event has been canceled. StubHub will require you to send in the incorrect tickets and it will be at their discretion whether they issue you a full refund or offer you StubHub credit for future events. Otherwise you will receive a voucher for 120% of your purchase price. However, StubHub is not responsible for partial performances, line-up, time, or venue changes. The StubHub policy for rescheduled events is that the tickets are good for the new event and you can either attend or sell the tickets. In part, thats why theres all the angst. Powered and implemented by Interactive Data Managed Solutions. StubHub confirmed it had received a refund request, and said processing would take between two and three weeks. 21, et. Suite 204 But when it came to the current situation, it didn't honor the deal, the suit claims. If you want to receive local news alerts, please download our WPXI News App. At regular volume, we can afford to take that risk. Financial experts say there are rumors StubHub may not even survive the pandemic, but for now it's still trying to weather the storm. Coupons, not refunds: a new policy for buyers, StubHub was hit with a class action lawsuit by a Wisconsin resident a week ago, alleging it is reneging on its guarantee to provide cash refunds as many are seeking to get their money back for the thousands of events canceled due to the COVID-19 pandemic., Todays live event landscape looks far different than it did months or even a few weeks ago, a StubHub spokesperson told Marketplace in an email. It also happened that StubHub refused to refund a postponed event on the account that it wasn't outright canceled, even though their FanProtect Guarantee clearly states buyers will be refunded in case of postponed shows too. He immediately requested a refund. Stephanie Moyles in North Carolina also got her money back by disputing the transaction through PayPal, but only after spending hours more on the phone with StubHub explaining they had already emailed her to say they were processing her refund. If you have tickets, the first thing to do is decide what you want. Postponed events may not be eligible for refunds. [3] StubHub Hit with Class Action After Pulling FanProtect Cash Refund Promise for Coronavirus-Related Cancellations. ClassAction.org. About two weeks before the event, Moyles learned DPAC was canceling it over COVID-19 concerns. Powered and implemented by FactSet. Sep 15, 2021, 1:28 PM. It covers you as a buyer if your tickets do not arrive in time for an event, are not valid for the listed event, or were grossly misrepresented on StubHub. As if the cancellation of sporting events and concerts wasn't enough. Emily Kreifels of New Jersey, who spent $145 for three tickets to Disney on Ice scheduled for March 29, went through the same back-and-forth. [4] The formal name of the user agreement is StubHub Marketplace Global User Agreement, and you can find a copy of it here: https://www.stubhub.com/legal/?section=ua. StubHub, however, wont offer refunds to anyone who bought a ticket after March 25 of last year if an event is canceledonly credits. Another seller, who requested anonymity, says he sold one pair of tickets on the platform to a popular event in Los Angeles scheduled for March 8, and did not receive his payout for more than a month, only after raising holy hell. He says he called 10 times and heard similar reasons for pay delays: issues with PayPal. In addition to the Demand for Arbitration, Consumer Arbitration Rules form itself, youll also want to include the following: These documents may be submitted to the AAA via its website (www.adr.org) or by mail. The settlement will also end a multi-state investigation into StubHub's alleged refusal to provide customers with refunds for cancelled events, reports Law360. It seeks class-action status and various damages, and an order that StubHub return to a policy of full refunds instead of coupons for 120% of the refund amount. Sellers won't face consequences under our dropped order policy, but we may ask them to send proof their tickets were canceled. News provided by The Associated Press. 1:00 StubHub offers some customers cash refunds for tickets to events canceled during the pandemic, creating an exception to a no-refunds policy it adopted in March 2020 to the dismay of. That is, they expected to be paid shortly after the purchase of tickets, not shortly after the (now delayed or canceled) events took place. "When an event is canceled, you will receive a @StubHub coupon worth 120% of your original order. It also covers you if an event is cancelled, or rescheduled and requires new tickets to be purchased. S&P Index data is the property of Chicago Mercantile Exchange Inc. and its licensors. In that email, Cassidy outlines to their valued StubHub customer base that there really isnt anything to worry about when it comes to tickets they purchased. Through it all, Marketplace is here for you. "It was no problem canceling flights. More Local News to Love Start today for 50% off Expires 3/6/23, StubHub says it can no longer afford that business practice, the company furloughed 67 percent of its workforce last week, Stay up to date on all of MLives coronavirus coverage, Wash your hands often with soap and warm water, Clean and disinfect frequently touched objects and surfaces. The buyer will be provided a credit for 120% of the total amount originally paid or the option of a cash refund. Your email address will not be published. If you've purchased tickets, you'll . * 21+ (19+ CA-ONT) (18+ NH/WY). Exhibit A, StubHub Article, Notice of Dispute, Exhibit B, StubHub Article, Consumer Demand for Arbitration, https://www.stubhub.com/legal/?section=ua, Exhibit C, StubHub Article, Request for StubHub to Pay Fees, https://www.adr.org/sites/default/files/Consumer_Demand_for_Arbitration_Form_3.pdf, International Society of Primerus Law Firms. StubHub is supposed to respond to your Notice of Dispute form within 30 days after the date your form is sent (mailed) according to the user agreement. Explain your situation and why you wish to receive a refund. Events that were postponed or rescheduled wont be refunded, Fowlks said. If the tickets you receive are the wrong ones, please call StubHub at 1-866-788-2482. Theyre trying to tell people they either have to accept a voucher for a percentage more than the ticket price or theyre going to reschedule the event, he said. Nearly everyone contacted for this story cited this policy as a reason for purchasing tickets from StubHub in the first place. According to court documents, when the pandemic caused wide-spread cancellations of events, StubHub reassured customers they would be receiving cash refunds, but they could opt to get a credit instead. Also, always look at the delivery date for the tickets to ensure they arrive before you leave . But, unfortunately, most are canceled for now due to the coronavirus. Copyright 2023 CBS Interactive Inc. All rights reserved. 2023 Minnesota Public Radio. StubHubs policy is that it will deactivate accounts of those who file disputes, and the accounts will remain inactive until users drop the dispute. If an event is canceled, well give you a StubHub credit for 120% of the amount you paid. When an event is canceled, you will receive a StubHub coupon worth 120 percent of your original order. A brutal sucker punch in the OVC tournament stopped the game in its tracks. Drake and Bradley are the favorites in the MVC mens basketball conference tournament. Unfortunately, as our complaint alleges, StubHub is breaching its . Reply from StubHub UK. Its just missing with no explanation. Learn more about disclosing health and safety requirements on your listing. "It's really bad customer relations, I think, to kick people off for disputes like this," said Ted Rossman of BankRate. StubHub and several more of these. STUBHUB APP FEATURES: FIND THE BEST EVENTS Search for events by category, your interests, or . Its important to know your consumer rights when you ask for a refund. Legend Re: Refunding tickets to a cancelled event Remember that Stubhub's policy is to only give cash refunds if you live in or the event was to take palce in the 14 states which require a refund. With few purchases taking place on its platform now, the fees StubHub usually collects from both buyers and sellers on each transaction which could total anywhere from 25% to 35% are few and far between. For third party ticket resellers, it gets even more complicated. StubHub was pressing hard to get money. Early last month, he paid $120 for two seats to the March 20 National Hockey League game between the Winnipeg Jets and the Minnesota Wild. Also, if time permits, you can simply re-sell your tickets on StubHub (see our How to Sell Tickets on StubHub tutorial) or another popular ticket resale website. The answer is yes, StubHub is legal. All rights reserved. This may include wearing a mask at all times, providing proof of your COVID-19 vaccination status, or submitting proof of a negative COVID-19 test within a certain window of time (e.g. As the COVID-19 situation continues to evolve, your comfort and safety remain our top priority. 2023 Fortune Media IP Limited. Thats simple contract law, he explained. But sellers are not seeing payouts for sales they say took place before any changes to the companys policy occurred. For just $5/month, you can help sustain Marketplace so we can keep reporting on the things that matter to you. | CT Call 211 | Centers for Disease Control and Prevention. Fax: 251.432.1700, Business Services and Commercial Litigation, Author: Bradley R. Hightower You rely on Marketplace to break down the worlds events and tell you how it affects you in a fact-based, approachable way. All Rights Reserved. Buyers who attend events during the pandemic agree to comply with COVID-19 verification requirements and health and safety policies as the venue, team, or performer requires. Through my 2 plus hour phone conversations, I learned that the link to accept the tickets can also expire and the seller then has to be contacted and the whole . This material may not be published, broadcast, rewritten, or redistributed. This image from. 2. That guarantee is a promise you'll get your money back. ", According to the suit, StubHub found itself in the current jam because it pays for tickets before events occur, "exposing themselves to the possibility that they would be left holding the bag (or have to ignore their own guarantee and cheat their customers) if an event was canceled and they could not promptly collect from sellers.". Even on March 12, as major cancellations had begun to be announced, StubHub emailed users to say, "We have your back," and assuring them they could still get refundsbut also offering, as an alternative, coupons for 120% of the tickets' prices, redeemable for a year. Jackson, MS 39216 [8] See Paragraph 22, Section B, titled Arbitration Procedures, regarding the requirement that you must submit a Notice of Dispute form before filing a refund arbitration claim. For just $5/month, you can help sustain Marketplace so we can keep reporting on the things that matter to you. The ticket service changed its refunds policy just as the COVID-19 pandemic was picking up steam in the U.S., announcing that it would only give customers credit rather than cash when concerts, sports games and other events were canceled. At least 12 dead after winter storm slams South, Midwest, The Saturday Six: Dental device controversy, scientist's bug find and more, Indonesia fuel depot fire kills 18; more than a dozen missing, 3 children killed, 2 others wounded at Texas home, Man charged for alleged involvement in 2 transformer explosions, Nikki Haley slams potential GOP contenders, and Trump and George W. Bush, Duo of 81-year-old women plan to see the world in 80 days, Tom Sizemore, actor known for "Saving Private Ryan" and "Heat," dies at 61, Alex Murdaugh trial: What to know about the double murder case, Flu and COVID combo shots won't be ready this year, FDA official says, White House pushing Congress to pass funding to combat pandemic-related fraud, FBI chief says agency feels pandemic likely started with Chinese lab leak. | NYC Call 311, Text COVID to 692692 |NJ COVID-19 Info Hub| NJ Call 1-(800)-222-1222 or 211, Text NJCOVID to 898211 |CT Health Dept. The settlement stems from allegations that in March 2020 StubHub changed, the company's "FanProtect Guarantee" policy that offered full refunds of the purchase price and fees for canceled. YouTubes privacy policy is available here and YouTubes terms of service is available here. [5] Better yet, because the arbitration proceeding is administered by the American Arbitration Association (AAA) and its consumer arbitration rules permit the arbitrator to award you any legal fees and costs you could have received in court (consumer-friendly California law applies per the user agreement),[6] you can hire a lawyer to file your refund arbitration claim and StubHub will likely have to pay his/her fees and costs too. StubHub's return policy is called the "FanProtect Guarantee". Its no longer giving refunds, just coupons. Explain your scenario, and provide any applicable evidence. Thats everything that we can tell you about StubHubs returns and refunds policy! Now, StubHub customers can't even get their money back, after a change in company policy amid the coronavirus pandemic. Request to speak to a Vivid Seats agent. Ticketmaster, for example, says you can get a refund if an event is canceled, but if an event is postponed or rescheduled, their website says it's up to the event organizer. Our corporate social responsibility program is focused on education, and diversity is one of Christian & Smalls core values. StubHub, for example, typically provides a credit of 120% of the total amount paid for tickets when an event is canceled (though the company recently . Avoid touching your eyes, nose and mouth with unwashed hands. Use of and/or registration on any portion of this site constitutes acceptance of our User Agreement, Privacy Policy and Cookie Statement, and Your Privacy Choices and Rights (each updated 1/26/2023). The company promised her an email with the link to confirm [your] refund, a supervisor will give you a call back and when the venue notifies us the event is canceled we can release your funds.. That includes includes California, Connecticut, Florida, Hawaii, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Rhode Island, Utah, and Virginia. In March of 2020 t March 28, 2020 (https://www.sbnation.com/2020/3/28/21198101/stubhub-refunds-canceled-event-ticket-nhl-nba-concerts). McMillan says StubHub denied him a refund, saying the March 20 game was only postponed, not canceled. Log in to your StubHub account and click or tap Profile then Orders to view your event status. Also, if you bought tickets on StubHub, there is a class action lawsuit underway to settle the issue on whether they have to honor refunds. In a statement to the site, StubHub indicated it made the difficult but responsible decision to furlough a portion of our employee base. The site reports the number of employees to be 67 percent of the companys workforce, leaving approximately 150 workers out of about 450 to handle operations until at least June.. Those will be paid out by the end of May. StubHub normally sells almost $5 billion in tickets a year. "In addition to our buyers, we also have a million sellers on our platform, all of whom are trying to figure out how theyre going to get recouped from the original seller the venue, the team, the artist and the timing delays are going to be significant. Simply go to your. Customer service all the way to your seat, 2000-2022 StubHub. StubHub will cancel payment to the seller (or recover the payment if it has already been paid). Open the SeatGeek app. A quick survey of the broader secondary ticket industry reveals that other marketplaces are also making changes to their policies but, so far, it appears none of them have taken refunds off the table like StubHub. Just remember you may not be given a new ticket or wristband for certain events if the ticket does not scan. Ticketmaster, for example, says you can get a refund if an event is canceled, but if an event is postponed or rescheduled . 2023 Cox Media Group. StubHub is here for you. StubHub recently stopped offering cash refunds for canceled or postponed events. No problem. All Rights Reserved. If you buy tickets on StubHub to an event that is canceled, you are covered by our FanProtect Guarantee. Lets pick a winner in every mens college basketball conference tournament. | NY Call 1-(888)-364-3065 |NYC Health Dept. Unfortunately you will not be entitled to a refund. Terms & Conditions. In more refined language, the suit claims that StubHub has "quietly sought to force their buyers to endure the financial losses that Defendants own guarantee created for Defendants in the entirely foreseeable scenario that world occurrences would cause the simultaneous cancellation of numerous public events.". 11 investigates: Policies for getting refunds on canceled, postponed events this summer, President Donald Trump says he spoke with several families including Antwon Rose's, Next stimulus package: It could include vacation credit, second check, Man accused of damaging Pittsburgh police SUV during violent protest pleads not guilty, Ohio restaurant gives shoutout to our employee of the month: Pa. Gov. You can read more about how this works at https://techboomers.com/how-to-support-techboomers. [7] There is a provision in the Paragraph 22, Section C of the user agreement, titled Costs of Arbitration, which provides that in the event the arbitrator determines the claim(s) you assert in the arbitration to be frivolous, you agree to reimburse StubHub for all fees associated with the arbitration paid by StubHub on your behalf that you otherwise would be obligated to pay under the [AAA] Rules. But given Californias consumer-friendly laws that apply to any arbitration claim, including its ticket seller laws in Cal Bus & Prof Code Div. Consumers shouldnt have to underwrite the business problems of this company that can no longer honor the agreement they made, he said. By choosing I Accept, you consent to our use of cookies and other tracking technologies. If you bought tickets on StubHub to an event that is cancelled, you have two options: 1. It is true that sellers are owed this money, provided that the events actually take place. In 14 states including California, Florida, New Jersey and New York, local laws already allowed customers to get cash refunds if they contacted customer service. Suite 1800 Financial Center As pointed out by @don_shano, this is not only absurd (fans deserve their $ back), its unethical and likely illegal. Dial 833-228-5143. But these are unprecedented times.. One broker in Los Angeles who requested anonymity for fear of retaliation from the company said Stubhub owed him more than $40,000. United States - California Colorado Connecticut Florida Georgia Hawaii Illinois Set your price or use our recommended price and tap List tickets. Then theres the question of the legality of the move, beyond any ethical shortcomings. [1]You already know that. If these are not available, you will likely get a full refund. But on March 25, StubHub changed the terms of its guarantee, giving it the discretion to make a full refund or issue the 120% coupon, according to the suit. It turns out, according to BankRate, more than half of people who laid out cash for events since the pandemic shut everything down didn't get it returned, and 60% have given up trying. Prefer a cash refund instead? Our FanProtect Guarantee protects sellers, too: We guarantee you on-time payment for the tickets you sell, according to our terms. Tap Tickets in the navigation bar at the bottom. How are others in the industry handling this? You can apply this coupon toward multiple StubHub events in the same currency. StubHub is offering some customers cash refunds for tickets to events that were canceled during the pandemic, creating an exception to a no-refunds policy it adopted in March 2020 to the dismay of many customers, the company told the Associated Press. Not surprisingly, this new policy has been heavily criticized. StubHub is offering some customers cash refunds for tickets to events that were canceled during the pandemic, creating an exception to a no-refunds policy it adopted in March . Daphne, AL 36527 If sellers had events canceled, StubHub would no longer have to pay them for those tickets. It has shared the following tips: What you can do to prevent the spread of COVID-19 and other respiratory diseases: For statewide and national information on the virus, visit Michigan.gov/Coronavirus or CDC.gov/Coronavirus. Instead of full refunds for canceled events, they changed it to a COUPON worth 20% more than the value of the ticket. According to a StubHub representative called Derrick F., who I e-chatted with through the site yesterday afternoon, "We'll do our best to find you comparable or better tickets, or offer you a full refund." Stubhub throws around a lot of "FanProtect Guarantee" lingo, which, as Derrick F. put it, is like "ticket insurance." If you purchase a product or register for an account through one of the links on our site, we may receive compensation. You don't throw him out of the restaurant," Rossman said. With the economy suffering due to COVID-19, customers want their money back, from all sides. That means all of those remaining or yet-to-be-played games hang in limbo. Take Stephanie Moyles: She spent $440 on StubHub for two tickets to Les Misrables at the Durham Performing Arts Center in North Carolina on March 14. Consumer lawyer Craig Kimmel says in most cases, its better to get a refund now. However, UPS and retail fees will not be refunded. By matching highly experienced lawyers with specific client needs, Christian & Small develops innovative, effective, and efficient solutions for clients. StubHub is an online ticket exchange that allows people to buy and sell live event tickets in a safe and guaranteed way Feedback Buy sports, concert and theater tickets on StubHub! 2020 CBS Broadcasting Inc. All Rights Reserved. (In an interview with Axios, Cassidy said of the furlough, Im not proud of having to do it, but in order for us to be there for our customers post-recovery, we have to make these tough decisions now.). Gambling problem? A buyer that had Opening Day tickets is stuck waiting to see what Major League Baseball is going to do with the 2020 season. How Ticketmaster came to dominate live events (and incur the wrath of Taylor Swift fans), Your donation today powers the independent journalism that you rely on. Edit: People are asking a bunch of questions, so here is the article with StubHub's statement. Required fields are marked *. Are there rules to follow when attending an event? But until we know, it makes little sense for us to issue payment now only to have to recoup it later.. This doesnt mean, of course, that folks arent having any trouble with some of these other major marketplaces. StubHub is offering some customers cash refunds for tickets to events that were canceled during the pandemic, creating an exception to a no-refunds policy it adopted in March 2020 to the dismay of . This Rewards Cash is ready to be used right now through the Vivid . If they are successful, the defendant pays the legal fees. From the Rolling Stones to James Taylor and Janet Jackson, Pittsburgh had some great concerts lined up for this summer. By using this website, you accept the terms of our Visitor Agreement and Privacy Policy, and understand your options regarding Ad Choices. Customers can choose to keep their credits if they like. Prefer a cash refund instead? Call 1-800-GAMBLER. If the event is canceled and not rescheduled, you will get a refund. EIN: 41-0953924. For big sporting events, when is a sellout a sellout? StubHub said theyd refund canceled tickets, but now theyre taking that back, The Clippers Russell Westbrook experiment is off to a terrible start. The event was canceled and turned into some online-only baloney. As pointed out by @don_shano, this is not only absurd (fans deserve their $ back), its unethical and likely illegal. If the buyers billing address or event is in one of 14 states with consumer laws around refund then the customer still can receive a refund. Ticketmaster and its owner, Live Nation, whose pandemic ticketing policies were also subject to complaints and lawsuits, offers refunds or credits if an event is canceled once it gets funds from the event organizer. What resale sites like StubHub are doing to the price of your ticket, How much a Super Bowl ticket will cost you and how its changed, Lets do the numbers: The money spent on the Rio Olympics. No. Unfortunately, not all ticket sellers and venues are making it that easy. StubHub said it was the first in the ticket brokerage industry to offer the 120% credit and that so farabout 70% of its customers accepted the option. It depends on where they got those tickets. Yes 72 hours prior to the event). If any of these unfortunate scenarios happens, to get a refund: Contact StubHub customer service as soon as possible by phone at 1-866-STUBHUB (1-866-788-2482), or by email at [emailprotected]. Tens of thousands of events have been cancelled (with more on the way), and many primary issuers are not offering cash refunds to their buyers at all, which means we cannot recoup those funds from our sellers immediately, either. If you sell they will reduce or waive the sellers fee. Postponed events may not be eligible for refunds. This article is not here to tell you about how, in response to the COVID-19 virus outbreak, StubHub initially sent out a reassuring email to its customers that it would refund their ticket purchases for canceled events only to then update its policies a short time later to remove that very option. In normal times, we would take the risk of giving refunds to buyers before recouping the same refund from the seller. They're trying to claw that back. In May 2021 - as a result of the attorney generals' investigations - StubHub reversed its decision and notified its customers that if they purchased tickets prior to March 25, 2020 and their events were cancelled, they would receive a full refund unless they elected to retain their account credits.