Hi @rachelspione, apologies for any confusion! Where we are a secondary marketplace, sellers agree that by listing the tickets, they are advising that they are available for purchase and will be fulfilled if sold. Once you make a sale, the buyer on StubHub has been given an assurance that they now own those exact tickets, so you can imagine the negative experience that happens if a seller later cancels. We assist automatically with replacements or a full refund under our FanProtect Guarantee, and the seller responsible is charged a dropped sale penalty. This amount is a minimum of 40% of the listed ticket price and can go up to the amount we incur locating comparable replacements for the buyer.
Once a balance is in our system, it means we were unable to charge the card you marked for our FanProtect Guarantee during your original listing. This balance must be paid within 60 days or it is passed on for further collection efforts.