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. Kimmel says, legally, companies cant just change the rules due to COVID-19. The credit is valid for a year (365 days), and you can use it for any live event on our site in the same currency. Our mission to make business better is fueled by readers like you. Tel: 205.795.6588 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. Tap Sell on the ticket group and set the number of tickets that you want to sell and how they're split. Places like Vivid Seats, Gametime and SeatGeek are still offering refunds, or credits of equal value for future use. 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. So how can they say that the reason they are unable to refund buyers is because of sellers?, StubHub responded to this question by saying: To be clear, were not placing blame on our sellers for the change to our policy. The credit is valid for one year (365 days) and you can apply this credit toward any live event listings on our site in the same currency. All rights reserved. Gibbs Law Group filed a complaint on May 1, 2020 against StubHub for refusing to refund customers who purchased tickets for events that have been cancelled in light of COVID-19. For most sold out events, Stubhub is a great and easy way to get tickets. There's class action suits, that they violated their fan protect guarantee," Rossman said. 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. Just a heads-up that some of the services were reviewing here have affiliate partnerships with us, so we may earn a commission if you visit one of them and buy something. If you have tickets, the first thing to do is decide what you want. 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. Thats simple contract law, he explained. If you paid for something thats not being provided and material terms of that contract have not been met by the provider, youre entitled to your money back. 2020 CBS Broadcasting Inc. All Rights Reserved. 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. StubHub owed him $111.36. StubHub updated their policy today. The answer is yes, StubHub is legal. Our FanProtect Guarantee protects sellers, too: We guarantee you on-time payment for the tickets you sell, according to our terms. Whenever that might be. S&P Index data is the property of Chicago Mercantile Exchange Inc. and its licensors. The material on this site may not be reproduced, distributed, transmitted, cached or otherwise used, except with the prior written permission of Advance Local. Help us improve this article with your feedback. Receive a coupon for 120 percent of your original. How do I know if my event was impacted or where can I see the event status? Odds & lines subject to change. Our corporate social responsibility program is focused on education, and diversity is one of Christian & Smalls core values. The AAA, upon its receipt of your refund arbitration claim, will notify you and StubHub that your claim has been received and StubHub will then be required to submit its written response (and its payment for the costs of the arbitration) within 14 days. 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. We certainly hope they do. ICE Limitations. It had already been disbursed to the sellers. Instead of full refunds for canceled events, they changed it to a COUPON worth 20% more than the value of the ticket. United States - California Colorado Connecticut Florida Georgia Hawaii Illinois EIN: 41-0953924. Get browser notifications for breaking news, live events, and exclusive reporting. Date of experience: 20 January 2023. If a ticketholder can't attend, they can resell their tickets on StubHub with no selling fee. Open the SeatGeek app. Tom Wolf, VIDEO: Man dead after 3 people start shooting outside apartment in Allegheny County, DOWNLOAD the Channel 11 News app for breaking news alerts, Pittsburgh woman missing for more than 30 years found alive in Puerto Rico, Crafton man accused of sexually assaulting 11-year-old girl at playground, Target 11 Investigates: SWAT team truck damaged, This Sewickley home is for sale for almost $5M (photos), Family of local teacher left with brain injury from car crash searching for healthcare options. And new figures show more than half of ticket holders still haven't gotten their money back. Fax: 601.707.7913, 1 Timber Way 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. But in a March 30 email to its customers, cited in the suit, it said the crisis has delayed getting its money back from sellersat a time when buyers expect immediate refunds. 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. 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. Michigans State Emergency Operations Center is coordinating state-government resources and the response to the coronavirus spread. StubHub confirmed it had received a refund request, and said processing would take between two and three weeks. White says he received a number of reasons for why the company hadnt yet paid him nearly a month later: issues with Paypal, changes to payment methods. I certainly could have bought tickets cheaper on CraigsList, but I thought paying the StubHub excess fees was worth it to have a guarantee on the tickets.. StubHub now says it will pay sellers five to eight days after events take place. But sellers are not seeing payouts for sales they say took place before any changes to the companys policy occurred. SAN FRANCISCO, Calif. (CBS) - The ticket resale company StubHub is now offering customers cash refunds for tickets to events that were canceled during the pandemic. Consumers shouldnt have to underwrite the business problems of this company that can no longer honor the agreement they made, he said. Community Rules apply to all content you upload or otherwise submit to this site. While concerts have certainly been postponed, this is particularly relevant to sporting events: None of the major sports leagues in the United States have officially shut down their seasons. 21, et. If you sell they will reduce or waive the sellers fee. The company enables fans to buy and sell tickets to virtually any event, from sports games and concerts to theater productions and festivals. Events that were postponed or rescheduled wont be refunded, Fowlks said. Events that were postponed or rescheduled won't be refunded, Fowlks said. Suite 101 All Rights Reserved. StubHub and several more of these. Christian & Small LLP represents a diverse clientele throughout Alabama, the Southeast, and the nation with clients ranging from individuals and closely-held businesses to Fortune 500 corporations. That means all of those remaining or yet-to-be-played games hang in limbo. "You give the guy a free piece of cheesecake, do you want them to come back and eat 500 more down the road? 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. If StubHub made a mistake, call their customer service line at 1-866-788-2482 and explain your problem. It was no problem canceling New York City hotels. However, their respective terms of service seem to leave the door open for shutting down refunds if need be as things progress. Tel: 251.432.1600 Unfortunately you will not be entitled to a refund. StubHub said theyd refund canceled tickets, but now theyre taking that back, The Clippers Russell Westbrook experiment is off to a terrible start. Prefer a cash refund instead? From the Rolling Stones to James Taylor and Janet Jackson, Pittsburgh had some great concerts lined up for this summer. In these cases, theres nothing people can do but wait, until things get back to normal and events resume. And best of all, the practical effect of StubHubs user agreement requiring it to pay all the arbitration costs (these costs alone can run several thousand dollars, which is probably a lot more than the cost of the concert tickets youre asking to be refunded), and possibly your lawyers fees and costs too, is that StubHub should be strongly incentivized to pay your refund claim rather than dispute it.[7]. All rights reserved (About Us). This argument incorrectly assumes that StubHub has not already paid sellers for tickets that sold prior to the unprecedented wave of cancellations, or that all sellers have a net positive balance with StubHub. 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. All Rights Reserved. 2021 The Associated Press. Always cover coughs or sneezes with a tissue or sleeve. Its not acceptable, he said, explaining what to write. 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 . [3] StubHub Hit with Class Action After Pulling FanProtect Cash Refund Promise for Coronavirus-Related Cancellations. ClassAction.org. Viagogo, a tickets marketplace, bought StubHub in February 2020. Tel: 601.427.4050 That customer may need to try and exchange those tickets, or attend the rescheduled date. Terms at draftkings.com/sportsbook. But StubHub simply cant afford to play the role of banker. Straight-up refunds for purchases from official outlets. Save my name, email, and website in this browser for the next time I comment. Financial experts say there are rumors StubHub may not even survive the pandemic, but for now it's still trying to weather the storm. If you are denied entry or are dismissed from the event due to your failure to comply with the health and safety policies required by the venue, team, or performer, you will not be compensated for your order. Paul Sawers / VentureBeat . / CBS New York. Kimmel believes the case will be resolved within the next 12 months in favor of consumers. The credits are valid through the end of 2022. A quick search on Twitter yields dozens of accounts complaining that they have not received refunds for events that were canceled, or payouts for events that already happened. These policies are subject to change, so please refer to the venue, team, or performer website for the latest requirements prior to your event. Join us for a free, virtual event for International Women's Day on March 8! If a team, venue, or event organizer invalidates a ticket to implement social distancing requirements, well treat the order as canceled. 07-26-2021 09:10 PM 0 Reply Alastor Backup Singer Re: Event cancelled - Seller refunds? StubHub's return policy is called the "FanProtect Guarantee". 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. It also covers you if an event is cancelled, or rescheduled and requires new tickets to be purchased. 199 Fremont Street, 4th Floor Russell Westbrook is being left wide open on offense, and hes still hurting the Clippers. pic.twitter.com/onFRrGVh6S. With offices in Birmingham, metro-Jackson, Mississippi, and the Alabama Gulf Coast, Christian & Small focuses on the areas of litigation and business, is a member of the International Society of Primerus Law Firms, and is the only Alabama-based member firm in the Leadership Council on Legal Diversity. Live Updates:The latest on coronavirus in Wisconsin, Daily Digest:What you need to know about coronavirus in Wisconsin. StubHub's sole discretion (unless a refund is required by law)." 24. We rely on your financial support to keep making that possible. Use of this site constitutes acceptance of our Terms of Use and Privacy Policy | CA Notice at Collection and Privacy Notice| Do Not Sell/Share My Personal Information| Ad Choices A Stubhub spokesperson said the company temporarily paused all payments in early March because of the spike in postponements and cancellations. 2023 Minnesota Public Radio. [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. [9] See Paragraph 22, Section B, titled Arbitration Procedures., [10] https://www.adr.org/sites/default/files/Consumer_Demand_for_Arbitration_Form_3.pdf. Now, StubHub customers cant even get their money back, after a change in company policy amid the coronavirus pandemic. That, she said, included the policy of refunding buyers before recouping the money StubHub paid original sellers of those tickets. StubHub normally sells almost $5 billion in tickets a year. Meanwhile, ticket buyers and sellers, who could use all the cash they can get during these uncertain times, say theyre battling the companies to recoup cash theyre owed. Legal Statement. You rely on Marketplace to break down the worlds events and tell you how it affects you in a fact-based, approachable way. The event was canceled and turned into some online-only baloney. Its just missing with no explanation. Edit: People are asking a bunch of questions, so here is the article with StubHub's statement. 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. Suite 1800 Financial Center StubHub promised its customers a full cash refund for cancelled events with its FanProtect Guarantee. By attending the event, you assume all risk of exposure to COVID-19. StubHub had drawn intense scrutiny and several lawsuits after an abrupt policy shift last spring, issuing only credits towards future ticket purchases on events that were cancelled due to the pandemic rather than cash refunds - with the exception of purchases made in states where law required cash refunds in such an event. Most venues, ticket platforms, and resellers are offering full refunds (ticket fees included) when an event gets canceled. Unfortunately, not all ticket sellers and venues are making it that easy. If you purchase a product or register for an account through one of the links on our site, we may receive compensation. His attorneys did not immediately return emails. 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. San Francisco, CA 94105, A copy of the Notice of Dispute form is available through a link in the user agreement on StubHubs website (or by searching for StubHub notice of dispute on Google), and a copy is appended to this article as Exhibit A, StubHub Article, Notice of Dispute. StubHub, however, won't offer refunds to anyone who bought a ticket after March 25 of last year if an event is canceled only credits. August 20, 2020 / 6:06 PM Otherwise you will receive a voucher for 120% of your purchase price. All rights reserved. Indiana asserted StubHub violated the Indiana Deceptive Consumer Sales Act, Indiana Code 24-5-0.5-1 et seq. These include national distributors like StubHub and Ticketmaster, as well as local organizations, including the Annenberg Center for the Performing Arts and the Penn Museum. Postponed events may not be eligible for refunds. The suit accuses StubHub of breach of contract, conversion, negligent misrepresentation and violations of various California consumer protection laws. 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. Attn: Litigation Department Take a look at what they promised those valued customers (emphasis is theirs): If you bought tickets on StubHub and your event is still happening, you are good to go! They were really good. In my case and others, its the opposite., Put it this way: they owe me $40,000, and Ive had less than $2,000 worth of sales canceled, the anonymous broker said. 11 investigates: Policies for getting refunds on canceled, postponed events this summer 11 investigates: Policies for getting refunds on canceled, postponed events this summer. 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). Its important to know your consumer rights when you ask for a refund. FORTUNE may receive compensation for some links to products and services on this website. 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. No problem. 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]. They will offer you either 120% credit on a future ticket purchase, or give you your money back. At regular volume, we can afford to take that risk. In the case of a canceled event, Ticketmaster will directly alert the buyer and refund your purchase. If they are successful, the defendant pays the legal fees. pic.twitter.com/onFRrGVh6S. Market data provided by ICE Data Services. Learn about careers at Cox Media Group. He immediately requested a refund. Ticketmaster, for example, says you can get a refund if an event is canceled, but if an event is postponed or rescheduled . But another major sticking point in all of this is event postponements, an entirely separate category of cases. Its as simple as going down to your local Magistrate Justice and filing a simple one paragraph claim - I bought these tickets, the event was canceled, I cant get a refund. The buyer will be provided a credit for 120% of the total amount originally paid or the option of a cash refund. 2023 Fortune Media IP Limited. StubHub has made an exception in one case: If the buyers billing address or event is in one of 14 states with consumer laws around refund, the customer still can get a refund. You do have to be careful not to agree to something you dont want, like a voucher for the future, because that could change your legal standing. "When an event is canceled, you will receive a @StubHub coupon worth 120% of your original order. 2023 www.jsonline.com. . 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. Unfortunately, not all ticket sellers and venues are making it that easy. The fired Google engineer who thought its A.I. Each cancelled show was a loss to StubHub of their fees which now represented as much as 45% of the total sale. Worth to consider! 505 North 20th Street We have a situation right now where we had over 20,000 events canceled, basically at the same time," StubHub president Sukhinder Singh Cassidy told Axios.com. StubHub will refund your money if an event is cancelled or moved. 2023 Advance Local Media LLC. Instead of full refunds for canceled events, they changed it to a COUPON worth 20% more than the value of the ticket. We will notify you that the event was canceled and provide instructions on how to obtain the refund or credit. Those will be paid out by the end of May. 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. The return of live events, the input of customers, partners, and regulators, and the opportunity to finally consult with our new parent company, viagogo, all contributed to StubHubs decision to make this move now, the company said in a statement. wearing a mask at all times, providing proof of your COVID-19 vaccination status, submitting proof of a negative COVID-19 test within a certain period of time, etc.). [2] StubHub said theyd refund canceled tickets, but now theyre taking that back (StubHub is here for you. Now, the company is the subject of two class action lawsuits Copyright 2023 CBS Interactive Inc. All rights reserved. ATTORNEY GENERAL HERRING HOLDS STUBHUB ACCOUNTABLE OVER FAILURE TO PROVIDE REFUNDS FOR CANCELLED EVENTS ~ StubHub, Inc. has agreed to honor its refund policies and is paying refunds to consumers whose events were cancelled as a result of the COVID-19 pandemic; more than 8,300 Virginia consumers were affected by StubHub's actions ~ 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. However, UPS and retail fees will not be refunded. 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. The suit accuses StubHub of breach of contract, conversion, negligent misrepresentation. Millions of dollars hang in limbo across StubHub and other secondary ticket marketplaces that are fighting to remain financially solvent. All Rights Reserved. | CT Call 211 | Centers for Disease Control and Prevention. * 21+ (19+ CA-ONT) (18+ NH/WY). StubHub, as the middleman between buyers and sellers of secondhand tickets, says that handling refunds for the huge number of canceled concerts is simply not manageable. 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. [6] See Paragraph 21, titled Applicable Laws and Jurisdiction, and Paragraph 22, titled Legal Disputes, of the user agreement. Full buyer Terms & Conditions here. Further, the case alleges that while StubHub has refused to remit cash refunds to customers, the company has also failed to pass along any "savings" it may have pulled in onto ticket sellers, who according to the lawsuit "have in many or all instances been backbilled for the canceled events." StubHub finally addressed the formal . 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 2020 to the dismay of many customers, the company told The Associated Press. 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. 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. Amid the coronavirus pandemic, StubHub changed its refund policy. Tickets bought through resale sites: For events that are canceled, StubHub, VividSeats and similar sites are giving out refunds just like Ticketmaster. StubHub will offer refunds for canceled events but not postponed events. The credits are valid through the end of 2022. Simply go to your. 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. Receive a full refund of your purchase 2. View complete StubHub Return Policy If you do not receive your tickets in time for your event, StubHub will attempt to issue you replacement tickets. StubHub users agree to StubHubs policy on venue health and safety protocols. "The return of live events, the input of customers, partners, and regulators, and the opportunity to finally consult with our new parent company, viagogo, all contributed to StubHub's decision to make this move now," the company said in a statement. 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. Just remember you may not be given a new ticket or wristband for certain events if the ticket does not scan. Thats quite the dramatic turnaround, considering less than a month has gone by. The Associated Press. Looking to sell? Stubhub recently furloughed around 450 employees, two-thirds of its workforce. "If you want a refund don't accept no for an answer, because if you're entitled to one under the original agreement, you should get one," Kimmel said. Followhim on Twitter at @ProofHearsay. Sorry we couldn't be helpful. February 16, 2021 March 13, 2020 by Brett Goldberg. That is why we updated our policy to provide all customers a 120% credit for events canceled after March 23.. ", 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.". Reply from StubHub UK. Filled out the block for reason. Customerscomplained to the press andfiled lawsuits. Yes 2018 Techboomers All Rights Reserved, https://techboomers.com/how-to-support-techboomers, A monetary refund, up to the full value of your tickets, FanCode credit, for use towards future StubHub purchases, up to the full value of your tickets, Replacement tickets of equal or greater value than the ones that you purchased. StubHub is based in San Francisco. You don't throw him out of the restaurant," Rossman said. One broker in Los Angeles who requested anonymity for fear of retaliation from the company said Stubhub owed him more than $40,000. Re: StubHub Notice of Dispute 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. 5. 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. "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.