"The charge is in place to make sure sellers refrain from dropping sales or making any changes after sales are completed." This implies that the seller did so in a knowing manner. And is something I totally understand. What's hard for me to justify is errors caused by the seller filling out StubHubs webforms. Small errors, with HUGE ramifications, that could be fixed with simple UX, like a more robust event search, stronger visual hierarchy, and validation. Listing errors are happening enough that I see plenty of forum and social chatter about them. How is this not detrimental to Seller trust in StubHub? Aren't sellers equally important to your business?
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Last week I listed 2 extra tickets on StubHub to Hamilton after friends had to bail on joining us. It seemed easy enough and we knew we wouldn't get stuck with them given how hot of a ticket it was. I've used Stub Hub before—I LIKE StubHub. I searched my event, clicked the result, put up my tickets, they sold the next day... then received an email stating "The buyer cancelled this sale because they received the wrong tickets." I called immediately and inquired, as I knew my tickets were real, and was told I had listed my tickets at 2pm not 8pm. I was embarrassed. We had a good laugh. The agent asked if there was anything else she could help me with, and we ended the call. I re-listed the tickets—everything seemed fine. 4 days later I see a LARGE charge on my credit card bill. I call to inquire and find out I am liable for the tickets at a higher price than I even listed mine. I understand that there should be a penalty for listing tickets you don't have. But what about an honest mistakes? The entire difference in the event listing between what I clicked and had was an 8 and a 2... they aren't even hugely visually different numbers. The customer service person I contacted should have immediately clarified what it meant to have a ticket cancelled. And with all the emails I got from StubHub that week, "tickets posted", "order sold", "upload tickets", "order canceled", "how was your customer service call" (that last one kills me because I remember thinking "Great!")... but no email informing me my simple mistake was going to cost me $1,011.28?! Had it been explained to me, there were still options—I could have listed my tickets higher to help me recoup my cost. I could have sold the other tickets that I still had instead of going to see the show. Or, crazy idea, StubHub could try to be accommodating to their sellers, as well as their buyers. We listed above face value, but were still much cheaper than comparable tickets (our mark up basically covered the babysitter for the night). There was no scam here, just a mistake in an online form. From my calculations they are still getting paid for the tickets I listed. But on top of that they are getting me to pay for a second set of tickets at a higher price. That means instead of just getting a commission, they are now receiving the entirety of a second set of tickets. StubHub and its parent company Ticketmaster is collecting at least 4 sets of fees off us for this. Wouldn't the fair response in this situation be to pay the difference between the listed tickets and the higher priced tickets that they were receiving commission for, not the entirety? Especially considering there were other listings, and still a few days before the event? Again, I understand there are rules, but there is also human error, and human decency.
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