McMillan says StubHub denied him a refund, saying the March 20 game was only postponed, not canceled. Postponed events may not be eligible for refunds. StubHub normally sells almost $5 billion in tickets a year. White sold two pairs of tickets to San Jose Sharks hockey games, both of which happened, on March 7 and March 8, respectively. Fax: 205.328.7234, 603 Duling Avenue However, UPS and retail fees will not be refunded. If you sell they will reduce or waive the sellers fee. 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. StubHub users agree to StubHubs policy on venue health and safety protocols. Receive a full refund of your purchase, 2. StubHub is based in San Francisco. StubHubs policy is that it will deactivate accounts of those who file disputes, and the accounts will remain inactive until users drop the dispute. 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. No problem. Jackson, MS 39216 Ticketmasterand its owner,Live Nation, whose pandemic ticketing policies were also subject tocomplaints and lawsuits, offers refunds or credits if an event is canceled once it gets funds from the event organizer. It doesn't look like the case has officially seen the courts yet. Its no longer giving refunds, just coupons. 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. Thats simple contract law, he explained. Theres a lot happening in the world. Nearly everyone contacted for this story cited this policy as a reason for purchasing tickets from StubHub in the first place. 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, Cassidy told Axios.com. and click the Request cash refund button on the appropriate credit. But StubHub was the one that caused the grief," Farley told CBS2's Natalie Duddridge on Thursday. If you push back and a company still refuses to give your money back, you might have to take legal action, like filing a claim in small claims court. If your event was canceled, in most cases you won't need to do a thing: we'll inform you of the cancellation and refund the amount you paid for your tickets, including all fees (except UPS and retail pickup, and fees on certain Major League Baseball purchases) on the same payment method used for purchase. Edit: People are asking a bunch of questions, so here is the article with StubHub's statement. If a team, venue, or event organizer invalidates a ticket to implement social distancing requirements, well treat the order as canceled. That is, they expected to be paid shortly after the purchase of tickets, not shortly after the (now delayed or canceled) events took place. 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. What you need to know about coronavirus in Wisconsin, Your California Privacy Rights / Privacy Policy. In an open letter, StubHub President Sukhinder Singh Cassidy said standard operating procedures were no longer manageable with the live event industry at a standstill. Its a material term of the agreement, Kimmel explained. Those will be paid out by the end of May. The settlement will also end a multi-state investigation into StubHub's alleged refusal to provide customers with refunds for cancelled events, reports Law360. I want to assure you that StubHubs FanProtect Guarantee protects every purchase the ticket you have purchased on our site will get you into the event or we will make it right, reads the update, which is also signed by Cassidy. Each cancelled show was a loss to StubHub of their fees which now represented as much as 45% of the total sale. United States - California Colorado Connecticut Florida Georgia Hawaii Illinois the suit states, referring to StubHub PresidentSukhinder Singh Cassidy. May 3, 2021, 9:57 AM PDT 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. | 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. If they are successful, the defendant pays the legal fees. This station is part of Cox Media Group Television. In an interview, StubHub customer experience vice president Daron Fowlks declined to comment on litigation but said that customers who bought tickets to events in the U.S. or Canada on or before March 25, 2020, and were issued credits for cancellations, will now get refunds. 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. 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). StubHub promised its customers a full cash refund for cancelled events with its FanProtect Guarantee. 63 reviews of StubHub "Sellers can cancel the tickets you bought to an event and re-sell them if you do not accept the transferred the tickets right away. StubHub will pay out over $16 million in refunds to over 75,000 customers for events canceled at the start of the pandemic last year. Financial experts say there are rumors StubHub may not even survive the pandemic, but for now it's still trying to weather the storm. 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. Refunds will reflect within 5-7 business days and any Gametime credit used towards the purchase will be available immediately. That may be the best way to protect you, the fan, from StubHub. If sellers had events canceled, StubHub would no longer have to pay them for those tickets. StubHub will refund your money if an event is cancelled or moved. For your convenience, we will directly add it to your StubHub account once the event is canceled.. It is simply a platform that connects people who are selling tickets with people who wish to buy tickets. Places like Vivid Seats, Gametime and SeatGeek are still offering refunds, or credits of equal value for future use. The issue concerns StubHub's FanProtect Guarantee policy, which before the pandemic ensured that customers who bought tickets on StubHub to events that were later canceled could get a full refund. StubHub was pressing hard to get money. August 20, 2020 / 6:06 PM StubHub is here for you, reads part of the email, which was signed by company president Sukhinder Singh Cassidy. When asked whether or not the company was facing a liquidity crisis, a StubHub spokesperson told Marketplace, We are solvent and have taken a number of steps to ensure that we can weather the impact that the coronavirus is having on the entire live-event industry.. Looking to sell? Tap Tickets in the navigation bar at the bottom. Jim White of Brisbane, California, a regular seller on StubHub, said he encountered issues receiving payment not for events that only sold before the COVID-19 disruption, but events that took place before it started. Call 1-800-GAMBLER. "It was no problem canceling flights. That means all of those remaining or yet-to-be-played games hang in limbo. If you bought tickets on StubHub to an event that is cancelled, you have two options: 1. That customer may need to try and exchange those tickets, or attend the rescheduled date. Your email address will not be published. Please also read our Privacy Notice and Terms of Use, which became effective December 20, 2019. However, their respective terms of service seem to leave the door open for shutting down refunds if need be as things progress. "You give the guy a free piece of cheesecake, do you want them to come back and eat 500 more down the road? You don't throw him out of the restaurant," Rossman said. Indiana asserted StubHub violated the Indiana Deceptive Consumer Sales Act, Indiana Code 24-5-0.5-1 et seq. For most sold out events, Stubhub is a great and easy way to get tickets. As if the cancellation of sporting events and concerts wasnt enough. If you don't, we may cancel orders and charge you as provided in our User Agreement. 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. If a ticketholder can't attend, they can resell their tickets on StubHub with no selling fee. StubHub's return policy is called the "FanProtect Guarantee". Avoid close contact with people who are sick. "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. Unless you want a refund)." SBNation.com. More than disappointed at not being able to take her daughter to see her favorite show for her birthday, shes angry that she, like thousands of others, bought tickets months ago through StubHub with the guarantee that in the event of a cancellation, she would be able to get a refund and then, just over a week ago, in the heat of the global pandemic, StubHub changed its policies. College basketball conference tournament predictions: Picks for every mens league. He immediately requested a refund. To enjoy unlimited access to our journalism, subscribe today. 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 . Ja Morants allegations of aggression off the court, explained. At regular volume, we can afford to take that risk. Kimmel believes the case will be resolved within the next 12 months in favor of consumers. 11 investigates: Policies for getting refunds on canceled, postponed events this summer 11 investigates: Policies for getting refunds on canceled, postponed events this summer. 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. 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. But StubHub responded by booting him from their ticket platform altogether, something experts say is a sneaky clause in StubHub's fine print. "You can apply this coupon to one or multiple StubHub orders in the. McMillan says StubHub denied him a refund, saying the March 20 game was only postponed, not canceled. 2. The buyer will be provided a credit for 120% of the total amount originally paid or the option of a cash refund. Sellers must tell StubHub about any seat changes and disclose any relevant health and safety requirements associated with their listing when they differentiate from the overall venue policy. Kimmel says its not as hard as you might think. Offers may be subject to change without notice. Stated performance for THIS DATE, THIS EVENT, is canceled. Were committed to guiding you towards the resources you need to answer questions about your event. If you want to receive local news alerts, please download our WPXI News App. Get browser notifications for breaking news, live events, and exclusive reporting. Market data provided by ICE Data Services. 72 hours prior to the event). If an event is canceled, well give you a StubHub credit for 120% of the amount you paid. To learn more or opt-out, read our Cookie Policy. Otherwise you will receive a voucher for 120% of your purchase price. Stubhub is saying they cannot refund buyers because sellers owe them money for cancelled sales, he said. But with thousands of events wiped out, StubHub says it can no longer afford that business practice, and instead will offer a 120 percent site credit once an event has been officially canceled. Odds & lines subject to change. Buyers turn to credit card disputes to recoup cash. 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 . Theyre not offering one and I cant make the new date. Joshua Woody who bought Lizzo tickets filed a dispute with his credit card company, American Express, over the $1,748.70 he says he was owed, and it found in his favor. Some have received refunds, StubHub said, "in jurisdictions where they are required. Customers can choose to keep their credits if they like. Attn: Litigation Department All Rights Reserved. StubHub notes it was the first to offer the 120% credit for canceled purchases. Ticket sales volume had crashed at the same time as they'd been receiving chargebacks from customers and requests for refunds on cancelled shows. Powered and implemented by FactSet. Thats quite the dramatic turnaround, considering less than a month has gone by. StubHub recently stopped offering cash refunds for canceled or postponed events. This may include details from your tickets (so be sure to keep them), or information from the event venue. At the same time, consumers who had purchased approximately $5 billion annually from StubHub clamored for refunds of the tickets they had bought for shows which were postponed or cancelled as. Instead of instituting responsible financial transaction policies, defendants made it their practice to pay ticket sellers before the event had occurred, 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, the lawsuit in Wisconsin federal court said. 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. 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. In these cases, theres nothing people can do but wait, until things get back to normal and events resume. But another major sticking point in all of this is event postponements, an entirely separate category of cases. But these are unprecedented times.. Yes Through it all, Marketplace is here for you. |, How to Get a Refund from StubHub Because Getting a Future Credit for an Event That May Never Happen Just Sounds Sketchy. 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. 100 If you can no longer attend your event for any reason, you can sell your tickets with confidence on StubHub in just a few quick steps. 2023 www.jsonline.com. [9] But go ahead and set this down for review on your calendar because in this authors experience, StubHub may not respond. Rossman, a credit card industry analyst, said other sellers like Ticketmaster also have their issues, but there's a particular flaw in StubHub's business model. In the past, cancellation prompted a full refund from the online ticket broker. No matter which option you choose, you must also send a copy to StubHub at the following address (which is different from the address where you sent the Notice of Dispute form): StubHub, Inc. By attending the event, you assume all risk of exposure to COVID-19. You can also follow WPXI on Facebook and Twitter. Lindsay is the author of this solution article. Simply go to your. EIN: 41-0953924.