Refunds will be equal to the original purchase price. Avoid close contact with people who are sick. 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. 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." Your email address will not be published. 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. The reason I bought tickets on StubHub was the guarantee. At regular volume, we can afford to take that risk. If you can no longer attend the event, you can relist your tickets and we'll waive the sell fee. 11 investigates: Policies for getting refunds on canceled, postponed events this summer 11 investigates: Policies for getting refunds on canceled, postponed events this summer. Full buyer Terms & Conditions here. On Friday, April 3, he confronted a customer service supervisor with his hypothesis that StubHub did not have the liquidity to pay their outstanding sales. Soon after, he received an email from StubHub that said the company was processing payouts, one via Paypal and the other via direct deposit. Straight-up refunds for purchases from official outlets. If you bought tickets on StubHub to an event that is cancelled, you have two options: 1. 21, et. In these cases, theres nothing people can do but wait, until things get back to normal and events resume. 2. 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. The company enables fans to buy and sell tickets to virtually any event, from sports games and concerts to theater productions and festivals. But these are unprecedented times.. Simply go to your. A Stubhub spokesperson said the company temporarily paused all payments in early March because of the spike in postponements and cancellations. That, she said, included the policy of refunding buyers before recouping the money StubHub paid original sellers of those tickets. 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. With the economy suffering due to COVID-19, customers want their money back, from all sides. 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. 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. Farley said refunds should be a piece of cake. ", 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.". 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. 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.. 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. If an event is canceled, well give you a StubHub credit for 120% of the amount you paid. Stubhub does not have the money for refunds and recently admitted so in court. Consumers shouldnt have to underwrite the business problems of this company that can no longer honor the agreement they made, he said. 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. 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. 2023 www.jsonline.com. 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 . New York Attorney General Letitia James' office said it has received more than 100 complaints about people not getting refunds for canceled events. Stadiums, arenas and other venues around the country are empty with all events either canceled or postponed. * 21+ (19+ CA-ONT) (18+ NH/WY). The Associated Press. You can also follow WPXI on Facebook and Twitter. Thats quite the dramatic turnaround, considering less than a month has gone by. But StubHub responded by booting him from their ticket platform altogether, something experts say is a sneaky clause in StubHub's fine print. 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. That may be the best way to protect you, the fan, from StubHub. Explain your situation and why you wish to receive a refund. 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. 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. StubHub will offer refunds for canceled events but not postponed events. 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. Events that were postponed or rescheduled wont be refunded, Fowlks said. Attn: Litigation Department But when it came to the current situation, it didn't honor the deal, the suit claims. If you can no longer attend the event, you can, Log in to your StubHub account and click or tap Profile then. If you have purchased tickets to an event that has been canceled by the event organizer you will automatically receive a Rewards Cash loyalty credit for 110% of the full value of your order total, inclusive of base price, fees, delivery charges, less any sums already refunded. Birmingham, Alabama 35203 Eli Lilly announced a cap on insulin costs. But is StubHub legal? Seamlessly, a full refund will be reimbursed to your account. But sellers are not seeing payouts for sales they say took place before any changes to the companys policy occurred. This Rewards Cash is ready to be used right now through the Vivid . Only 120% coupon? 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. 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. Refund Policies for Ticketmaster, StubHub, Telecharge, TickPick. 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. If the tickets you receive are the wrong ones, please call StubHub at 1-866-788-2482. But StubHub simply cant afford to play the role of banker. If you bought tickets on StubHub to an event that is cancelled, you have two options: 1. [5] If your refund demand is for more than $10,000 (which seems unlikely in most cases; if youre buying those kind of tickets, take me with you next time), you may be required to demonstrate that the costs of accessing arbitration will be prohibitive as compared to the costs of accessing a court for purposes of pursuing litigation on an individual basis. If you can do that, it will be up to the arbitrator to determine how much StubHub must pay for the arbitration costs. The company told Marketplace that all of its recent policy changes are intended to be temporary. All rights reserved. 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 . And for that, the law is on your side. Are there rules to follow when attending an event? Did you find it helpful? Just 21 days ago, online ticket exchange and resale company StubHub sent a reassuring email to their customers. StubHub is based in San Francisco. StubHub was pressing hard to get money. STUBHUB APP FEATURES: FIND THE BEST EVENTS Search for events by category, your interests, or . However, StubHub is not responsible for partial performances, line-up, time, or venue changes. |, How to Get a Refund from StubHub Because Getting a Future Credit for an Event That May Never Happen Just Sounds Sketchy. StubHubs return policy is called the FanProtect Guarantee. What To Do If Someone Isn't Social Distancing Or Wearing A Mask? The answer is yes, StubHub is legal. 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. 100 That is why we updated our policy to provide all customers a 120% credit for events canceled after March 23.. Avoid touching your eyes, nose and mouth with unwashed hands. All Rights Reserved. Theres a lot happening in the world. So Farley filed a credit card dispute against them, and won back his $600. Kimmel says, legally, companies cant just change the rules due to COVID-19. When an event is canceled, you will receive a StubHub coupon worth 120 percent of your original order. In part, thats why theres all the angst. Customers can choose to keep their credits if they like. 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. 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. They're trying to claw that back. [2] StubHub said theyd refund canceled tickets, but now theyre taking that back (StubHub is here for you. 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. If you purchase a product or register for an account through one of the links on our site, we may receive compensation. 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. 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. the suit states, referring to StubHub PresidentSukhinder Singh Cassidy. From the Rolling Stones to James Taylor and Janet Jackson, Pittsburgh had some great concerts lined up for this summer. [3], What you may not know, however, is that StubHubs user agreement[4] contains a provision that lets you file a refund arbitration claim against StubHub and requires StubHub to pay all of your (and their) arbitration costs. 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.. Select the ticket group you'd like to sell. 5. Postponed events may not be eligible for refunds. 2023 Minnesota Public Radio. Unless you want a refund)." SBNation.com. No. Just remember you may not be given a new ticket or wristband for certain events if the ticket does not scan. 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. If your event is canceled and not rescheduled, you'll receive 120% credit or provide the option of a full refund. Live Updates:The latest on coronavirus in Wisconsin, Daily Digest:What you need to know about coronavirus in Wisconsin. Instead of full refunds for canceled events, they changed it to a COUPON worth 20% more than the value of the ticket. Tickets bought through resale sites: For events that are canceled, StubHub, VividSeats and similar sites are giving out refunds just like Ticketmaster. 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. 4. 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]. Refunds will reflect within 5-7 business days and any Gametime credit used towards the purchase will be available immediately. 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. If you have tickets, the first thing to do is decide what you want. [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. 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. 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. Offers may be subject to change without notice. February 16, 2021 March 13, 2020 by Brett Goldberg. It was a waiting game until March 30. 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 . (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.). For just $5/month, you can help sustain Marketplace so we can keep reporting on the things that matter to you. But StubHub was the one that caused the grief," Farley told CBS2's Natalie Duddridge on Thursday. [1]You already know that. If an event is canceled, you will get a credit worth 120% of your original order, or a full refund, your choice. All rights reserved (About Us). 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.. 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. / CBS New York. The company, built around the constant sale and exchange of tickets to live events, announced cost-saving measures on March 24, according to Celebrity Access, an entertainment industry site. The NHL suspended its season March 12. We will process the refund to your original payment method within 5 days. Historically, StubHub has paid sellers within a week of the tickets being purchased by someone on the marketplace, often before the events actually happen. StubHub users agree to StubHubs policy on venue health and safety protocols. Your donation today powers the independent journalism that you rely on. For a buyers and sellers, theres the waiting game on whether an event is canceled or just postponed. If sellers had events canceled, StubHub would. Sep 15, 2021, 1:28 PM. StubHub confirmed it had received a refund request, and said processing would take between two and three weeks. 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. Unless you want a refund. Set your price or use our recommended price and tap List tickets. 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. 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. For just $5/month, you can help sustain Marketplace so we can keep reporting on the things that matter to you. 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. Moyles had a similar experience: She requested a refund on March 17 and was told to hang tight for processing. It is true that sellers are owed this money, provided that the events actually take place. The event was canceled and turned into some online-only baloney. In. 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. Were committed to guiding you towards the resources you need to answer questions about your event. If you sell they will reduce or waive the sellers fee. April 7, 2020 (https://www.classaction.org/blog/stubhub-hit-with-class-action-after-pulling-fanprotect-cash-refund-promise-for-coronavirus-related-cancellations). Yes, the coronavirus is causing issues with everything ranging from everyday life to professional sporting events and everything in between, but StubHub wanted to assure everyone they would be taken care of. If the event for which you bought ticket (s) was cancelled, as indicated on your Notification, you are entitled to a refund of the paid value subject to the exclusions as set forth herein, unless the Event Organizer is offering a Credit (as defined below), and you want to accept that Credit. Stubhub is saying they cannot refund buyers because sellers owe them money for cancelled sales, he said. By matching highly experienced lawyers with specific client needs, Christian & Small develops innovative, effective, and efficient solutions for clients. Payouts delayed for events before COVID-19 shutdowns. By attending the event, you assume all risk of exposure to COVID-19. You don't throw him out of the restaurant," Rossman said. But another major sticking point in all of this is event postponements, an entirely separate category of cases. 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. You can call the customer support line between 8 a.m. and 8 p.m. any day of the week. A buyer that had Opening Day tickets is stuck waiting to see what Major League Baseball is going to do with the 2020 season. All Rights Reserved. If a team, venue, or event organizer invalidates a ticket to implement social distancing requirements, well treat the order as canceled. For big sporting events, when is a sellout a sellout? Viagogo, a tickets marketplace, bought StubHub in February 2020. Tap Sell on the ticket group and set the number of tickets that you want to sell and how they're split. A Wisconsin man has sued the giant online ticket reseller StubHub for reneging on its money-back guarantee for events now canceled because of the coronavirus pandemic. 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. 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. Suite 204 Its been well-reported in the media[2] and is the subject of a class-action lawsuit. Instead, theyre offering customers 120% credit for the canceled purchases, according to a letter from the companys president. StubHub was pressing hard to get money. Get browser notifications for breaking news, live events, and exclusive reporting. There's class action suits, that they violated their fan protect guarantee," Rossman said. However, their respective terms of service seem to leave the door open for shutting down refunds if need be as things progress. StubHub, an event ticket re-seller, told him the company couldn't issue a refund, only a credit towards a future event. All Rights Reserved. Read more about our event cancelation policy. [9] But go ahead and set this down for review on your calendar because in this authors experience, StubHub may not respond. seq., it seems unlikely that an arbitrator would find a claim demanding a refund in the context of a COVID-19 event cancellation to be so frivolous as to award arbitration fees against the consumer. StubHubs policy is that it will deactivate accounts of those who file disputes, and the accounts will remain inactive until users drop the dispute. 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. Today 3/27 #Stubhub updated their policy for CANCELED events. 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. But people want their cash back now. StubHub, however, wont offer refunds to anyone who bought a ticket after March 25 of last year if an event is canceledonly credits. StubHub updated their policy today. 2023 Advance Local Media LLC. 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. That guarantee is a promise you'll get your money back. If your event is canceled, StubHub says it will add a coupon worth 120% of your original order to your StubHub account. StubHubs FanProtect promise boasts that every order is 100% guaranteed because 99% guaranteed just sounds sketchy.[11] If you think that is a broken promise because receiving future credit for an event that may never happen just sounds sketchy too, file a refund arbitration claim to get your money back. The organizers stuck to their no . Jackson, MS 39216 FORTUNE is a trademark of Fortune Media IP Limited, registered in the U.S. and other countries. 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. 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. 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. This may include details from your tickets (so be sure to keep them), or information from the event venue. 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. When the coronavirus crisis locked down the U.S. in late March 2020, though, StubHub changed its rules. Ticket sales volume had crashed at the same time as they'd been receiving chargebacks from customers and requests for refunds on cancelled shows. Now, the company is the subject of two class action lawsuits What happens to showgoers and sports fans when events across the globe are canceled and tickets are no good anymore? 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. He immediately requested a refund. 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 . 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..
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