2023 Cox Media Group. 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. 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. This doesnt mean, of course, that folks arent having any trouble with some of these other major marketplaces. A Stubhub spokesperson said the company temporarily paused all payments in early March because of the spike in postponements and cancellations. The material on this site may not be reproduced, distributed, transmitted, cached or otherwise used, except with the prior written permission of Advance Local. Refund Policies for Ticketmaster, StubHub, Telecharge, TickPick. The Associated Press. NO MORE REFUNDS. The NHL suspended its season March 12. Re: StubHub Notice of Dispute If an event is canceled, we'll give you a StubHub credit for 120% of the amount you paid. StubHub was pressing hard to get money. Unfortunately, as our complaint alleges, StubHub is breaching its . 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. This material may not be published, broadcast, rewritten, or redistributed. No problem. 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. Before, if an event were canceled before it happened, StubHub would then go back and essentially reverse the transaction, charging the seller for a refund, as its doing now in many cases. For big sporting events, when is a sellout a sellout? 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! Buyers turn to credit card disputes to recoup cash. Those will be paid out by the end of May. Stated performance for THIS DATE, THIS EVENT, is canceled. Receive a coupon for 120 percent of your original. 2023 Advance Local Media LLC. Through it all, Marketplace is here for you. If a ticketholder cant attend, they can resell their tickets on StubHub with no selling fee. 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. 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. 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 . Thats quite the dramatic turnaround, considering less than a month has gone by. Seamlessly, a full refund will be reimbursed to your account. 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. Each cancelled show was a loss to StubHub of their fees which now represented as much as 45% of the total sale. 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. One broker in Los Angeles who requested anonymity for fear of retaliation from the company said Stubhub owed him more than $40,000. Pursuant to StubHubs user agreement,[8] youre required to complete a Notice of Dispute form and submit it to StubHub by certified mail at the following address before you can file a refund arbitration claim: StubHub Inc. Just three weeks later, the company issued an update on their coronavirus policy. 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. 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. As pointed out by @don_shano, this is not only absurd (fans deserve their $ back), its unethical and likely illegal. What happens to showgoers and sports fans when events across the globe are canceled and tickets are no good anymore? First published on August 20, 2020 / 6:06 PM. How do I get a refund from StubHub? Canadian Doug Farley was supposed to visit New York City in mid-March to see his Calgary Flames take on the Islanders, Devils and Rangers, but the NHL season, like everything else, was paused, so he tried to get a refund. The suit says StubHub's "Fan Protect Guarantee" was a key reason customers were willing to pay premium prices and fees fortickets through the $4 billion company. Got our money back last week. pic.twitter.com/onFRrGVh6S. You cannot return tickets that you bought on StubHub, as StubHub does not sell any tickets itself. All rights reserved (About Us). If they cant produce to you what you paid for in and around the same time you bought it to occur, then, youre entitled to your money back. Postponed events may not be eligible for 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.. A copy of the Demand for Arbitration Consumer Arbitration Rules form is available for download from AAAs website[10] and a copy is appended to this article as Exhibit B, StubHub Article, Consumer Demand for Arbitration. 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 If you buy tickets on StubHub to an event that is canceled, you are covered by our FanProtect Guarantee. Fugitive in $18 million COVID fraud scheme extradited to U.S. Energy Department report on COVID's origins rekindles ongoing debate. As pointed out by @don_shano, this is not only absurd (fans deserve their $ back), its unethical and likely illegal. If you can no longer attend the event, you can relist your tickets and we'll waive the sell fee. For most sold out events, Stubhub is a great and easy way to get tickets. All rights reserved. 3. Buyers of NFL tickets agree to the NFLs supplemental health and safety terms and all team-specific terms available therein. As if the cancellation of sporting events and concerts wasnt enough. StubHub is offering the retroactive refunds now because the live events industry is opening back up. Theres a lot happening in the world. Explain your scenario, and provide any applicable evidence. McMillan says StubHub denied him a refund, saying the March 20 game was only postponed, not canceled. McMillan says StubHub denied him a refund, saying the March 20 game was only postponed, not canceled. | NY Call 1-(888)-364-3065 |NYC Health Dept. If StubHub made a mistake, call their customer service line at 1-866-788-2482 and explain your problem. 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. FORTUNE may receive compensation for some links to products and services on this website. 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. 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. That customer may need to try and exchange those tickets, or attend the rescheduled date. We use cookies and other tracking technologies to improve your browsing experience on our site, show personalized content and targeted ads, analyze site traffic, and understand where our audiences come from. The credits are valid through the end of 2022. Just 21 days ago, online ticket exchange and resale company StubHub sent a reassuring email to their customers. Unless you want a refund. And for that, the law is on your side. Live Updates:The latest on coronavirus in Wisconsin, Daily Digest:What you need to know about coronavirus in Wisconsin. | 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. Buyers of MLB tickets agree to the MLB Attendee Health and Safety Policies and all other terms and conditions applicable to ticket purchase and use. StubHub and several more of these. 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 . ICE Limitations. 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. All Rights Reserved. For a buyers and sellers, theres the waiting game on whether an event is canceled or just postponed. 11 investigates: Policies for getting refunds on canceled, postponed events this summer 11 investigates: Policies for getting refunds on canceled, postponed events this summer. And a seller isnt getting a refund from a sports team or venue of an event until something is actually canceled. By matching highly experienced lawyers with specific client needs, Christian & Small develops innovative, effective, and efficient solutions for clients. This station is part of Cox Media Group Television. (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.). 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. Birmingham, Alabama 35203 I still printed out the notice of dispute. Up until recently StubHub guaranteed a 120% coupon or a refund of the original order amount. In March of 2020 t "When all these events got canceled at the same time and the buyers wanted their money back, StubHub didn't have it. Yes StubHub, an event ticket re-seller, told him the company couldn't issue a refund, only a credit towards a future event. But StubHub responded by booting him from their ticket platform altogether, something experts say is a sneaky clause in StubHub's fine print. 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. StubHub updated their policy today. Payouts delayed for events before COVID-19 shutdowns. For just $5/month, you can help sustain Marketplace so we can keep reporting on the things that matter to you. StubHub said theyd refund canceled tickets, but now theyre taking that back, The Clippers Russell Westbrook experiment is off to a terrible start. Tel: 601.427.4050 [9] But go ahead and set this down for review on your calendar because in this authors experience, StubHub may not respond. 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. Please also read our Privacy Notice and Terms of Use, which became effective December 20, 2019. / CBS New York. [1]You already know that. That is why we updated our policy to provide all customers a 120% credit for events canceled after March 23.. [2] "StubHub said they'd refund canceled tickets, but now they're taking that back (StubHub is here for you. That guarantee is a promise you'll get your money back. 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. All Rights Reserved. Coupons can be applied to one or multiple StubHub. Missouri Valley Tournament 2023: Bracket, schedule, scores, teams, and more. As for Farley, he said he can't wait for his hockey team to one day soon score the hat trick by beating three Tri-State Area teams in a row. Virginia, along with nine other states and DC, has reached an agreement with StubHub, an online ticket reseller, after the company refused to pay refunds for events canceled as a result of COVID-19. [3] StubHub Hit with Class Action After Pulling FanProtect Cash Refund Promise for Coronavirus-Related Cancellations. ClassAction.org. It also covers you if an event is cancelled, or rescheduled and requires new tickets to be purchased. If a ticketholder can't attend, they can resell their tickets on StubHub with no selling fee. 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. No problem. Thats when Woody, Moyles, Kreifels and many others learned that the refunds werent coming. 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. We will process the refund to your original payment method within 5 days. If you sell they will reduce or waive the sellers fee. 100 However, there are some cases where StubHub may give you a refund, or even replacement tickets. 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. StubHub promised its customers a full cash refund for cancelled events with its FanProtect Guarantee. Recently, we announced this as our standard policy for canceled events, with refunds available in jurisdictions where they are required. 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.. However, their respective terms of service seem to leave the door open for shutting down refunds if need be as things progress. StubHub will cancel payment to the seller (or recover the payment if it has already been paid). 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. No representation is made that the quality of legal services to be performed is greater than the quality of legal services performed by other lawyers. Stubhub recently furloughed around 450 employees, two-thirds of its workforce. The company enables fans to buy and sell tickets to virtually any event, from sports games and concerts to theater productions and festivals. We certainly hope they do. 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. For third party ticket resellers, it gets even more complicated. At regular volume, we can afford to take that risk. But sellers are not seeing payouts for sales they say took place before any changes to the companys policy occurred. He also eventually received his payment on the night of April 3. There is no place on the website that says you have a time limit, but you do. 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. 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. All rights reserved. "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. If your event is canceled, StubHub says it will add a coupon worth 120% of your original order to your StubHub account. Straight-up refunds for purchases from official outlets. All Rights Reserved. Russell Westbrook is being left wide open on offense, and hes still hurting the Clippers. If the event is canceled and not rescheduled, you will get a refund. Emily Walsh. 2023 Fortune Media IP Limited. 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. * 21+ (19+ CA-ONT) (18+ NH/WY). 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 a year (365 days), and you can use it for any live event on our site in the same currency. StubHub is offering the retroactive refunds now because the live events industry is opening back up. This may include details from your tickets (so be sure to keep them), or information from the event venue. If a team, venue, or event organizer invalidates a ticket to implement social distancing requirements, well treat the order as canceled. 8, Ch. Explain your situation and why you wish to receive a 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. Learn about careers at Cox Media Group. If no timely response is received from StubHub regarding your Notice of Dispute form, you may then initiate an arbitration proceeding against StubHub by filing a Demand for Arbitration Consumer Arbitration Rules form with the AAA. If an event is cancelled and will not occur at a later date, StubHub will send the Buyer an email offering the Buyer the opportunity to return their tickets within 2 weeks in order to receive. 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 these are not available, you will likely get a full refund. From Cassidys interview with Axios: 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., In normal times, we would take the risk of giving refunds to buyers before recouping the same refund from the seller. Its important to know your consumer rights when you ask for a refund. The Wisconsin Department of Agriculture, Trade and Consumer Protection and Wisconsin Department of Justice announced a settlement reached with StubHub, Inc. regarding the company's refusal to pay refunds to Wisconsin consumers for events that were canceled as a result of the COVID-19 pandemic. Refunds will be equal to the original purchase price. StubHub is here for you, reads part of the email, which was signed by company president Sukhinder Singh Cassidy. 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. 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. 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. "It's really bad customer relations, I think, to kick people off for disputes like this," said Ted Rossman of BankRate. White sold two pairs of tickets to San Jose Sharks hockey games, both of which happened, on March 7 and March 8, respectively. 2875 Michelle Dr., Ste. 5. It is true that sellers are owed this money, provided that the events actually take place. Jackson, MS 39216 If your event is canceled and not rescheduled, you'll automatically receive a full refund back to your original method of payment. All Rights Reserved. 72 hours prior to the event). 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. The complaint contains several responses to StubHub's tweet about the changed policy from angry users to show they did not consider it convenient. For just $5/month, you can help sustain Marketplace so we can keep reporting on the things that matter to you. Learn more about disclosing health and safety requirements on your listing. 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. 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. If you are denied entry or are dismissed from the event due to your failure to comply with these policies, you will not be compensated for your order. 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. Suite 101 Looking to sell? Receive a coupon for 120 percent of your original purchase*. You can apply this coupon toward multiple StubHub events in the same currency. And StubHubs award-winning customer service is on standby to help with any issues or concerns. This image from. Some have received refunds, StubHub said, "in jurisdictions where they are required. 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. Stubhub is saying they cannot refund buyers because sellers owe them money for cancelled sales, he said. [1] This article is written for use by U.S. residents; if you reside outside of the U.S., certain parts of the user agreement discussed in this article may be inapplicable. Thats simple contract law, he explained. No. Please enter valid email address to continue. If you can no longer attend the event, you can, Log in to your StubHub account and click or tap Profile then. StubHub users agree to StubHubs policy on venue health and safety protocols. If you've purchased tickets, you'll . Receive a full refund of your purchase, 2. S&P Index data is the property of Chicago Mercantile Exchange Inc. and its licensors. Customers can choose to keep their credits if they like. 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. [6] See Paragraph 21, titled Applicable Laws and Jurisdiction, and Paragraph 22, titled Legal Disputes, of the user agreement.

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