Instead of full refunds for canceled events, they changed it to a COUPON worth 20% more than the value of the ticket. Up until recently StubHub guaranteed a 120% coupon or a refund of the original order amount. 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. More: Stay up to date on all of MLives coronavirus coverage. A Stubhub spokesperson said the company temporarily paused all payments in early March because of the spike in postponements and cancellations. StubHub will cancel payment to the seller (or recover the payment if it has already been paid). One has to wonder how reassuring emails to those employees were in the weeks leading up to their furlough. For just $5/month, you can help sustain Marketplace so we can keep reporting on the things that matter to you. 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. All Rights Reserved. Then theres the question of the legality of the move, beyond any ethical shortcomings. . 2023 Cox Media Group. Select the ticket group you'd like to sell. Lets pick a winner in every mens college basketball conference tournament. 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). 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. We will process the refund to your original payment method within 5 days. 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. It was no problem canceling New York City hotels. 2020 CBS Broadcasting Inc. All Rights Reserved. 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 fired Google engineer who thought its A.I. Eli Lilly announced a cap on insulin costs. They will offer you either 120% credit on a future ticket purchase, or give you your money back. But StubHub was the one that caused the grief," Farley told CBS2's Natalie Duddridge on Thursday. 4. Farley said refunds should be a piece of cake. 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. All Rights Reserved. Suite 204 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. 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. | NY Call 1-(888)-364-3065 |NYC Health Dept. StubHubs return policy is called the FanProtect Guarantee. What you need to know about coronavirus in Wisconsin, Your California Privacy Rights / Privacy Policy. Community Rules apply to all content you upload or otherwise submit to this site. 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. If an event is canceled, you will get a credit worth 120% of your original order, or a full refund, your choice. 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. McMillan has had a StubHub account since 2017. StubHub is offering the retroactive refunds now because the live events industry is opening back up. The suit accuses StubHub of breach of contract, conversion, negligent misrepresentation and violations of various California consumer protection laws. With the economy suffering due to COVID-19, customers want their money back, from all sides. / CBS New York. If an event is canceled, we'll give you a StubHub credit for 120% of the amount you paid. Buyers turn to credit card disputes to recoup cash. StubHub is an online ticket exchange that allows people to buy and sell live event tickets in a safe and guaranteed way Feedback Buy sports, concert and theater tickets on StubHub! Not able to attend or sell tickets for performance on THIS DATE, THIS EVENT. Live Updates:The latest on coronavirus in Wisconsin, Daily Digest:What you need to know about coronavirus in Wisconsin. Call 1-800-GAMBLER. StubHub is based in San Francisco. Buyers of NFL tickets agree to the NFLs supplemental health and safety terms and all team-specific terms available therein. Home Online Shopping Buying and Selling StubHub Course StubHub Return Policy and 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 StubHub's decision to make this move now," the company said in a statement. 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. Now, the company is the subject of two class action lawsuits StubHub will refund your money if an event is cancelled or moved. In more refined language, the suit claims that StubHub has "quietly sought to force their buyers to endure the financial losses that Defendants own guarantee created for Defendants in the entirely foreseeable scenario that world occurrences would cause the simultaneous cancellation of numerous public events.". 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.. If these are not available, you will likely get a full refund. Customers can choose to keep their credits if they like. 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. 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. In the case of a canceled event, Ticketmaster will directly alert the buyer and refund your purchase. The cost of loneliness: Social isolation holds back workers and costs employers billions, Businesses and consumers are borrowing more, despite rising interest rates, Why a Guarneri violin is expected to fetch $10 million at auction. Tel: 601.427.4050 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. However, UPS and retail fees will not be refunded. The company enables fans to buy and sell tickets to virtually any event, from sports games and concerts to theater productions and festivals. Sellers won't face consequences under our dropped order policy, but we may ask them to send proof their tickets were canceled. Powered and implemented by Interactive Data Managed Solutions. Get browser notifications for breaking news, live events, and exclusive reporting. 72 hours prior to the event). In these cases, theres nothing people can do but wait, until things get back to normal and events resume. What happens to showgoers and sports fans when events across the globe are canceled and tickets are no good anymore? StubHub users agree to StubHubs policy on venue health and safety protocols. No problem. As if the cancellation of sporting events and concerts wasn't enough. Dial 833-228-5143. NEW YORK (CBSNewYork) -- For months, major concerts and sporting events have been canceled or postponed due to the coronavirus pandemic. 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. 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. [7] There is a provision in the Paragraph 22, Section C of the user agreement, titled Costs of Arbitration, which provides that in the event the arbitrator determines the claim(s) you assert in the arbitration to be frivolous, you agree to reimburse StubHub for all fees associated with the arbitration paid by StubHub on your behalf that you otherwise would be obligated to pay under the [AAA] Rules. But given Californias consumer-friendly laws that apply to any arbitration claim, including its ticket seller laws in Cal Bus & Prof Code Div. A brutal sucker punch in the OVC tournament stopped the game in its tracks. Each cancelled show was a loss to StubHub of their fees which now represented as much as 45% of the total sale. Receive a coupon for 120 percent of your original. 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. 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 ~ When an event is canceled, you will receive a StubHub coupon worth 120 percent of your original order. For your convenience, we will directly add it to your StubHub account once the event is canceled.. 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. 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. By choosing I Accept, you consent to our use of cookies and other tracking technologies. The settlement will also end a multi-state investigation into StubHub's alleged refusal to provide customers with refunds for cancelled events, reports Law360. In March of 2020 t StubHub, an event ticket re-seller, told him the company couldn't issue a refund, only a credit towards a future event. 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. Customerscomplained to the press andfiled lawsuits. The NHL suspended its season March 12. For big sporting events, when is a sellout a sellout? What is your rescheduled or postponed event policy? Jackson, MS 39216 Thats everything that we can tell you about StubHubs returns and refunds policy! When the coronavirus crisis locked down the U.S. in late March 2020, though, StubHub changed its rules. 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. If you don't, we may cancel orders and charge you as provided in our User Agreement. 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. However, their respective terms of service seem to leave the door open for shutting down refunds if need be as things progress. There is no place on the website that says you have a time limit, but you do. If you want to file a refund arbitration claim against StubHub for COVID-19 related event cancellation, you should follow the steps below. [2] "StubHub said they'd refund canceled tickets, but now they're taking that back (StubHub is here for you. That includes includes California, Connecticut, Florida, Hawaii, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Rhode Island, Utah, and Virginia. Sep 15, 2021, 1:28 PM. StubHub said theyd refund canceled tickets, but now theyre taking that back, The Clippers Russell Westbrook experiment is off to a terrible start. Moyles had a similar experience: She requested a refund on March 17 and was told to hang tight for processing. StubHub normally sells almost $5 billion in tickets a year. Unfortunately, not all ticket sellers and venues are making it that easy. Tel: 205.795.6588 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. "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. 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. Tap Sell on the ticket group and set the number of tickets that you want to sell and how they're split. Followhim on Twitter at @ProofHearsay. 5. It also happened that StubHub refused to refund a postponed event on the account that it wasn't outright canceled, even though their FanProtect Guarantee clearly states buyers will be refunded in case of postponed shows too. 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. 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. As if the cancellation of sporting events and concerts wasnt enough. 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. This material may not be published, broadcast, rewritten, or redistributed. Refunds will reflect within 5-7 business days and any Gametime credit used towards the purchase will be available immediately. Today 3/27 #Stubhub updated their policy for CANCELED events. Lindsay is the author of this solution article. 2875 Michelle Dr., Ste. Ja Morants allegations of aggression off the court, explained. StubHub FanProtect Guarantee: Trusted by people worldwide, we back every order so you can buy and sell tickets with 100% confidence. EIN: 41-0953924. New York Attorney General Letitia James' office said it has received more than 100 complaints about people not getting refunds for canceled events. Viagogo, a tickets marketplace, bought StubHub in February 2020. For just $5/month, you can help sustain Marketplace so we can keep reporting on the things that matter to you. 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. AZ, CO, CT, IL, IN, IA, KS, LA, (select parishes), MD, MI, NH, NJ, NY, OH, OR, PA, TN, VA, WV, WY, CA-ONT only.Eligibility restrictions apply. To learn more or opt-out, read our Cookie Policy. Its a material term of the agreement, Kimmel explained. 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. Those will be paid out by the end of May. If the event is canceled and not rescheduled, you will get a refund. [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. 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. No problem. "When all these events got canceled at the same time and the buyers wanted their money back, StubHub didn't have it. 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. | 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. It also covers you if an event is cancelled, or rescheduled and requires new tickets to be purchased. [6] See Paragraph 21, titled Applicable Laws and Jurisdiction, and Paragraph 22, titled Legal Disputes, of the user agreement. Just 21 days ago, online ticket exchange and resale company StubHub sent a reassuring email to their customers. 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. 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. Our mission to make business better is fueled by readers like you. Events that were postponed or rescheduled won't be refunded, Fowlks said. Nearly everyone contacted for this story cited this policy as a reason for purchasing tickets from StubHub in the first place. StubHub's return policy is called the "FanProtect Guarantee". Got our money back last week. Create is a multi-purpose WordPress theme that gives you the power to create many different styles of websites. 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. Ticketmaster, for example, says you can get a refund if an event is canceled, but if an event is postponed or rescheduled . McMillan says StubHub denied him a refund, saying the March 20 game was only postponed, not canceled. 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. Event Cancellation Protection . 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. There's class action suits, that they violated their fan protect guarantee," Rossman said. 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.. Payouts delayed for events before COVID-19 shutdowns. In part, thats why theres all the angst. StubHub updated their policy today. How do I get a refund from StubHub? 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. Kimmel says its not as hard as you might think. 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. 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. 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." 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. Coupons can be applied to one or multiple StubHub. 2021 The Associated Press. 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! All Rights Reserved. But when it came to the current situation, it didn't honor the deal, the suit claims. What are the consequences if I dont comply with these health and safety policies? If a ticketholder can't attend, they can resell their tickets on StubHub with no selling fee. 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 is StubHub legal? Unfortunately, not all ticket sellers and venues are making it that easy. 8, Ch. FLASHBACK: Blockchain Technology Makes Buying Concert Tickets Cheaper, And May End Robots Buying In Bulk. You don't throw him out of the restaurant," Rossman said. 07-26-2021 09:10 PM 0 Reply Alastor Backup Singer Re: Event cancelled - Seller refunds? Amid the coronavirus pandemic, StubHub changed its refund policy. 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. President Donald Trump says he spoke with several families including Antwon Rose's President Donald Trump says he spoke with several families including Antwon Rose's. Customers can choose to keep their credits if they like. Prefer a cash refund instead? How are others in the industry handling this? 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. If sellers had events canceled, StubHub would. Suite 1800 Financial Center 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. 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. Unfortunately you will not be entitled to a refund. 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. Receive a full refund of your purchase, 2. The material on this site may not be reproduced, distributed, transmitted, cached or otherwise used, except with the prior written permission of Advance Local. Powered and implemented by FactSet. 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. Its no longer giving refunds, just coupons. [9] See Paragraph 22, Section B, titled Arbitration Procedures., [10] https://www.adr.org/sites/default/files/Consumer_Demand_for_Arbitration_Form_3.pdf. He immediately requested a refund. Michigans State Emergency Operations Center is coordinating state-government resources and the response to the coronavirus spread. 2023 Fortune Media IP Limited. . Customer service all the way to your seat, 2000-2022 StubHub. If your event is canceled and not rescheduled, you'll automatically receive a full refund back to your original method of payment. StubHub promised its customers a full cash refund for cancelled events with its FanProtect Guarantee. Wheres that guaranteed refund? 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. 2. See, If a team, venue, or event organizer relocates seats due to social distancing measures and the new seat doesn't match what the buyer originally purchased, the buyer, If the primary doesn't invalidate the seller's tickets and they drop the order, the seller will face consequences under our. 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. In the past, cancellation prompted a full refund from the online ticket broker. Canceled Event Info Mar 28 Tue 8:00pm Ibeyi Cat's Cradle - Carrboro, NC See Tickets Apr 15 Sat 8:00pm Los Temerarios Usa Tour Greensboro Coliseum Complex - Greensboro, NC See Tickets Apr 22 Sat 7:30pm North Carolina Theatre Presents The Color Purple Martin Marietta Center for the Performing Arts (fka Duke Energy) - Raleigh, NC See Tickets These policies are subject to change, so please refer to the venue, team, or performer website for the latest requirements prior to your event. Buyers: We'll add a credit worth 120% of the total amount you paid for the impacted event to your StubHub Wallet. Were committed to guiding you towards the resources you need to answer questions about your event.
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