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Stub Hub Support Ticket - Venue seat relocation

Stub Hub Support Ticket

Venue seat relocation

Created By: curleyqu's Picture curleyqu Last Reply: StubHubECC's Picture StubHubECC
Priority Level: [Emergency] Status: [Closed]
Created: 4 years ago Last Updated: 4 years ago
Department: Executive Customer Care Replies: 1

Hello I sold tickets to Fashion Rocks at the Barclays Center 9/9 order #168008899. I listed and delivered the tickets within the guidelines of the Seller Policy and User Agreement. A couple of minutes before the show I received an email that there has been an invalid ticket claim for the tickets seats number 11-14 in Row 8 Floor 2. The email said I do not need to reply and I will be contacted in the near future after Executive Claims does an investigation. 9 days later I receive another email from Stubhub saying that The tickets in orders 168005352 and 168008899 were being claimed invalid and I needed to obtain a scan report from the venue and submit it to stubhub. I did that and the report shows that all the tickets were admitted except seats 13-14. In email correspondence with a rep from the venue it was confirmed that due to a production change,seats 13-14 were removed and that the attendees were moved to comparable or better locations. Key words here,they were admitted,the tickets were honored, and they saw the show. Today I received an this Email "Thank you for contacting StubHub. Unfortunately, the information you provided corroborates the buyer's claim that they were not allowed in the seats they had purchased. Due to our FanProtect Guarantee, the buyer is entitled to a full refund since they were not allowed to use the seats the purchased. At this time, we do need to move forward with the charges on your account, in accordance with Section 5 of our User Agreement. The total charges are as follows: $3,825.00 to recoup your payout." I beg to differ. The tickets I delivered were valid,listed and delivered in accordance to all Seller and User Policies. The email conversation corroborates that the patrons were admitted,the tickets were honored and better seating was provided. It has not been proven there has been any misbehavior on my part, perceived or actual as stated in Section 5 of the User Agreement that allows this kind of action. The buyers were not allowed to use the seats they purchased due to a venue seat relocation for which they reserve the right to do. Furthurmore,the Fan Protect Gaurantee for Buyers disallows claims for actions that fall beyond Stubhubs control such as postponements,start times and performer changes. I have not read in anything within Stubhubs policies that guarantees the performance of other outside parties involved. In addition,the Fan Protect for Sellers guarantees that if I follow all Seller and User Agreement policies during the course of selling tickets that I WILL be paid. I have. Ticketmaster has stated to me that resolutions in situations like this are determined strictly by the venue and since the patrons agreed to the resolution provided by accepting the new seats that the case is closed. I will eat the $3800 and two people will have attended the show for free unless there is a reevaluation,and I don't think anyone could see how that is fair to me. I intend to take this case to arbitration if im not satisfied with the discision.


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Ticket Replies

StubHubECC says: (4 years ago)
Hello curleyqu,

Thank you for bringing this to our attention. Since this ticket was created, it appears that both of these orders have been reevaluated in your favor by StubHub upon further investigation.

We apologize for any inconvenience and frustration this has caused you, but we're happy to see that this issue has now been resolved.

Thank you for your time.


Social Media Action and Response Team//StubHub
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