Hello, I have used these forums to complain in the past so it is only fair that I call out a fantastic experience I had recently. A sale I made necessitated an adjustment by me through the venue and I was called by Talicia, who helped me through the process and MOST IMPORTANTLY was able to ensure that the buyer had a great experience. She was fantastic and certainly showcased Stubhub's value to buyers and to sellers. Thank you again Talicia!
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I need to know whether it is ever possible to prevail in an investigation with a venue that doesn’t offer scan reports because if not, I think I need to find a new partner to sell tickets for at least one venue. I sold some tickets to a show at a venue to three different buyers. The tickets were all purchased at the same time from the venue box office. After the show I was notified by Marketplace Investigations that one of the buyers reported that the tickets were invalid. I scheduled a call with the venue and the investigator and the venue informed us that they do not provide scan reports, but that any invalid tickets are marked by the venue to prove that entry was denied, and the buyer can use those marked tickets to prove that there was an issue. The venue also confirmed that tickets purchased from the box office would never be invalidated, and certainly a PORTION of one order at the box office would not be invalidated. Since some of the tickets clearly worked for other buyers, the call should confirm that the tickets were valid. After the call, which the investigator said was on a recorded line, a week passed and I did not hear anything. The investigator had promised that I would be updated and that he would be reaching out to the buyer. Six days later, I received an email from the investigator saying I can go ahead and set up a conference call. This is a call we’d already had that the investigator apparently forgot about. After I reminded the investigator about the call, I received an email saying that I would be charged because of what was said on the call. No explanation of what specifically led to the conclusion. I called the investigator and asked what on the call justified the decision and was promised an email explanation. I also asked if the buyer had been contacted to provide the proof that the venue said they would have. The investigator said he had contacted the buyer “many times.” I asked if the buyer had responded and the investigator admitted that the buyer had stopped responding to StubHub. The buyer’s unwillingness to respond and provide this very obvious proof seems like it should matter when put up against my many years and sales without this issue. I have asked many times whether I could ever prevail without a scan report because if not, I will need to find a new place to make my 50+ annual sales totalling $15-20k at this venue. The investigator has not responded to this question despite my repeating it in response to his last three emails. I also asked for an explanation of what on specifically on the call led him to conclude that the tickets could have been invalid or even just an audio file of this call. I have received neither. It is really disappointing because I have had so many good experiences with StubHub before, and this one has basically undone all of the goodwill I felt toward StubHub. I asked the investigator if there is anyone I can talk to if I disagree with his decision or to get answers to my questions, and he told me that there is no one else to talk to and his decision is final. No one else can give me a straight answer as to whether there are any protections in place for sellers at a venue that doesn’t provide scan reports. If there aren’t I will need to find a new platform to list my other tickets for this venue. Wondering if anyone has had a similar experience, if there is anything I am missing, and if anyone can explain to me why all buyers couldn’t just lie about any tickets at a venue like this.
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