Seller Reached Out Directly - No Ticket Transfer

[klavelle]

Hello! Hoping someone can help since my call keeps going to failed when I try to call the customer service number. 

I purchased ticket to a concert on 9/20/22 and have already been charged by StubHub. Checked my bank statement and I've also already fulfilled payment. I've anxiously been waiting for the email about mobile transfer of my ticket. I only purchased one ticket as I'm going to the concert by myslef. 

Last night, I received an email from who I assume is the seller saying they noticed I was trying to buy their tickets, but that I only wanted one and asked if I'd be interested in purchasing a different ticket from another section. This has made me super uncomfortable as I didn't know sellers could just outright email you like that. I expected it to be some kind of formal transfer and now I'm afraid I won't get my ticket in time. Customer service has been entirely unhelpful since I can't even get a hold of them. 

My question is is it normal for a seller to reach out like that out of nowhere? In the even that I want the other ticket, do I get a refund for the one I've already paid for? It just sounds like a mess and I'm getting increasingly concerned! Please help for those who have been in this siutation before!

Update: The seller never transferred the tickets to me and StubHub said they will either return/replace said tickets.

[Melpik]

Hi @klavelle 

Sellers are not supposed to reach out to buyers.  Any transactions off the Stubhub site are not covered by the Fan promise.  If oyu were to buy the different ticket you could not receive a refund for oyur previous purchase.

Was the number you called 866-788-2482?

[klavelle]

Hi @Melpik!

Thanks so much for responding to my post so quickly. Yes, this is what I figured and I don't understand how a switch would even be made especially since the original transaction has gone through. I would prefer to just get the original ticket I purchased anyways. 

Is it possible for the seller themselves to cancel an order even after I've paid? I'm scared they're going to refuse transferring the tickets to me. 

Yes, it turns out something was off with my phone so I turned airplane mode on and off, now I am on hold with their StubHub Customer Service. 

[Melpik]

@klavelle 

It is possible for the seller to cancel and does happen occassionally.  However if they cancel they are charged a penalty of 100% of the value of the sale so there is a definite disincentive to cancel the sale.  You are then offered a refund or replacement seats

[klavelle]

@Melpik Got it! Thank you for answering my questions. I'll wait to see what StubHub says and since the concert isn't until next week, I'm okay on timing. 

For a mobile transfer, does that go through the StubHub website at all? I was told a third party would reach out but I didn't expect to be an informal email. The seller also asked if I could share my social media so it could be more efficient, but I kept it over email. 

[Melpik]

@klavelle 

the transfer will occur on a 3rd party site - usually Ticketmaster but is based on where the seller bought their ticket.  DO NOT SHARE social media with seller.  They only need your email and name so they can transfer the ticket.  DO NOT ENGAGE with seller.

[klavelle]

@Melpik 

Understood! I responded to the seller's initial email but will not be responding further and didn't shar emy socials. 

Thanks so much for your help and clear explanation! Waiting to hear back from StubHub team now.