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ijustinjoyit
Team Mascot
Answered! Go to solution

Just received an email from stubhub for "additional charges" from a sale 3 months ago...

There was no explanation, as it merely stated "Other CTS reasons - see notes" and no notes were available. What is this and why did it happen??

1 REPLY 1
TeamStubHub
Moderator
Answered! Go to solution

Re: Just received an email from stubhub for "additional charges" from a sale 3 months ago...

So sorry for the delay in response to this issue. We are aware that there was an issue with some payments that went out recently that were overpaid by a small percentage. The issue was resolved and the overpaid amounts were recouped. That would apply to just a small portion of what was paid out to any particular seller that was affected by this calculation error. That said, if you are noticing that more than a small percentage was taken out there are a few different scenarios in which that could happen. If the tickets were used, but not accurately listed whether disclosures were not available, or if the seats weren't in the right spot and the buyer decided to stay for the event anyhow, there would be a small penalty of whatever portion was returned to the buyer for the incorrect disclosures where the sale wasn't ultimately canceled. Again, this wouldn't apply to everyone in this thread. If the full amount was charged, it would be due to a dropped sale or canceled order where the buyer was given subs or a refund due to some issues with delivery or an error in the listing. Also, if the event was canceled and you had already been paid out. 

 

If none of these scenarios apply to you or if you're not sure, please send a private message to one of our other moderators (TomW, KattW, AllyD, Paul). They would be happy to look into that with you.

 

https://stubhub.community/t5/notes/composepage

 

Follow the steps below to send a private message:

1. Select the "Envelope" in the upper right-hand corner

2. Select "New Message"

3. Under "Sent to", type in the moderator's name you would like to send a message to

4. Fill out your subject and message

 

 

If you don't get a response within 24 hours, it will be due to high volume of the contacts coming in, since the moderators are working on day-of events at the moment. However, if you don't hear back after 48 hours, please send another private message. We are experience intermittent, though rare, issues where the messages are showing in emails, but not loading into our response queue. We truly apologize for the inconvenience. 

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