StubHub is one of the largest secondary ticket marketplaces, allowing buyers and sellers to trade tickets for sports, concerts, theater and other live entertainment events. A major selling point for StubHub is their “FanProtect” guarantee, which provides protection for buyers in case issues come up with ticket orders.
What does StubHub guarantee for buyers?
StubHub provides the following guarantees for ticket buyers:
- Valid tickets – They guarantee buyers will receive valid tickets that will get them into the event.
- On-time delivery – Tickets will arrive in time for the event. If not, they will find replacement tickets or provide a refund.
- Full refund if event is canceled – If an event is canceled with no rescheduling, buyers will receive a full refund of the ticket price and fees.
This guarantee provides buyers with assurance that they will either get into the event or get their money back. StubHub stands behind the tickets sold on its marketplace.
Are there any exceptions to StubHub’s ticket guarantee?
While StubHub provides robust protection for buyers, there are some limitations and exceptions to be aware of:
- Resellers can set limits – Sellers have the ability to limit the guarantee provided by StubHub for their tickets. This must be clearly stated upfront in the listing.
- Counterfeit tickets are not covered – The guarantee does not apply if a ticket ends up being counterfeit or non-authentic.
- Restricted views may not be covered – If a ticket has an obstructed or restricted view that was not disclosed, StubHub may not issue a refund.
- Delays or shipments issues out of their control – Issues like weather or logistics delays are not covered by the guarantee.
In some cases, buyers may be left without recourse if an issue comes up. StubHub’s protection has limits.
What steps does StubHub take to enforce their ticket guarantee?
StubHub uses a few key methods to enforce their ticket guarantee:
- Strict seller vetting – Sellers must go through an approval process before listing tickets. StubHub checks seller reputations to prevent fraud.
- Digital ticket transfers – Tickets are transferred digitally from StubHub to buyers whenever possible for faster delivery.
- Delivery tracking – Tracking numbers allow buyers to monitor ticket shipment and delivery.
- Replacement tickets – They will work to find replacement tickets from other sellers if an order falls through.
- Banned sellers – Any sellers found violating their policies may be banned from future sales.
Even with these efforts, buyers do sometimes still run into issues with orders. But StubHub has processes in place to detect and prevent problems.
What if my tickets don’t arrive in time or are invalid?
If a buyer does not receive their tickets in time for the event or if the tickets provided are invalid and they cannot get into the event, they should immediately contact StubHub customer support.
In these cases, StubHub will work to find replacement tickets that will allow the buyer to still attend the event. If suitable replacement tickets cannot be found, the buyer will receive a full refund of the ticket cost and fees.
Buyers may need to provide documentation, such as a notice from the event venue that the tickets did not scan successfully. This is required for StubHub to validate the claim.
Replacement Ticket Process
If possible, StubHub will find comparable replacement tickets for the buyer from alternate sellers on their marketplace. This allows the buyer to still see the event.
The replacement tickets may be in a different section or have a slightly different seat location. Buyers can see the details before deciding whether to accept the replacement tickets.
Refund Process
If replacement tickets are not an option, StubHub will provide the buyer with a full refund of the ticket price and fees paid. Refunds are generally processed back to the original payment method used for the purchase.
Refunds only cover the amounts paid to StubHub for the tickets. Additional expenses like travel or hotels would not be reimbursed through the refund process.
What if my event gets postponed or canceled?
If an event gets rescheduled, postponed or flat out canceled, buyers are offered the following options from StubHub:
- New event date – Tickets will be valid for the new event date. If the buyer cannot attend the new date, they can re-list the ticket for sale on StubHub.
- Refund – The buyer will receive a full refund for the ticket price and fees. The refund is generally processed back to the original payment method.
If the event is canceled outright with no rescheduling, the buyer will automatically receive the full refund. No action is required on their part to claim the refund.
What protections are offered for sellers on StubHub?
While StubHub’s guarantee focuses on buyer protection, sellers receive the following protections:
- Funds held in escrow – StubHub holds all sales proceeds in escrow until after the event occurs when funds are released to the seller.
- No chargebacks – Unlike credit card payments, all sales are final and chargebacks are not permitted.
- Sales commission capped – The commission collected by StubHub is capped at a maximum dollar amount even if tickets resell for higher prices.
Sellers avoid issues like non-payment that could come up with individual buyers. StubHub’s escrow process protects funds and provides certainty for sellers.
Can sellers limit or opt out of StubHub’s ticket guarantee?
Sellers have the ability to modify or opt out of StubHub’s Buyer Guarantee program for their ticket listings. There are a few ways sellers can limit the guarantee:
- Set a no refund policy – Sellers can prohibit refunds and replacements for their ticket sales.
- Modify the guarantee range – The delivery time window for tickets can be changed.
- Impose replacement limits – Limits can be set on the number of replacement tickets that will be provided.
- Disable for high-demand tickets – Guarantee can be removed for hot tickets in high demand.
Any limitations must be clearly identified in the ticket listing page. Buyers must proactively agree to the modified policies before purchasing.
Is StubHub safe for buyers? What risks are there?
There are a few risks buyers take when using StubHub that must be considered:
- Invalid or fraudulent tickets – There is a risk of fake or non-transferable tickets that won’t get buyers into the event.
- Incorrect ticket details – Sections, seats or other details may not match the ticket listing.
- Very limited refunds – Refunds generally only cover the ticket price and fees paid to StubHub.
- High buyer fees – Large fees are charged on top of the ticket price which adds to the cost.
- Dependence on delivery – Buyers need to receive the tickets by mail in time for the event.
Buyers do have to place a lot of trust in StubHub. However, the company has built processes to mitigate risks due to being a marketplace facilitator rather than the actual ticket seller.
Is StubHub fully automated? Or how much human involvement is there?
StubHub utilizes a combination of automation and human review in different parts of their marketplace operations:
- Seller onboarding – New seller accounts undergo human review before getting approved to list tickets.
- Ticket listings – Listings are created through automated self-service tools. Certain details may be manually reviewed.
- Pricing guidance – Algorithms provide pricing guidance, but sellers choose final ticket prices.
- Order processing – Orders, deliveries and mobile ticket transfers are handled through automated systems.
- Customer support – Human reps are available to address issues with orders that arise.
- Anti-fraud – Suspicious activity is flagged through automation. Human investigators manually review fraud cases.
The right mix of automation and human oversight helps StubHub process millions of tickets while still providing the necessary levels of security, enforcement and accountability.
Conclusion
StubHub provides buyers with a guarantee on tickets covering delivery, validity and replacement/refunds if issues arise. But limitations exist based on seller policies and exceptions. Buyers do assume some risks when tickets are resold through marketplaces. StubHub aims to deliver transparency and use automation and human reviews to ensure customers have a smooth experience. For high-demand events, StubHub still represents one of the most reputable options for buyers in the secondary ticket market.