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Terrible! StubHub Is Holding Customers Money Hostage – Refusing Cash Refunds

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StubHub Is Refusing cash Refunds For Cancelled Shows

StubHub Is Refusing Cash Refunds For Cancelled Shows – Issuing Credit Instead

Things are getting really crazy out there.  Just when you thought it couldn’t get worse than United charging award redeposit fees on flights they themselves cancelled StubHub said, hold my beer. StubHub is refusing cash refunds for cancelled shows and issuing expiring credit instead.


Darren Rovell posted some screenshots on Twitter of correspondence that StubHub sent to their customers.

Instead of a cash refund they are giving customers a credit worth 120% of their original order.  The 20% increase in value is a nice offer but it should be an option if you accept a credit instead of a refund and not the only option.  And these credits expire in 12 months, who knows when people will want to go to concerts again.  It could well be more than 12 months from now, no one knows for sure.

They are charging the sellers cards the amount immediately but then are not releasing that money to the buyers.  How crazy is this?

Negative Seller Changes Too

StubHub also changed their terms for sellers on future events according to my friend.  Sellers will not be paid for tickets until 7 days after the even is completed.  This is a drastic change from a few days after they sold as previously.  And they retroactively forced upon people that have just recently sold their tickets.  My buddy sold his on Friday under the old terms and now will not see his money for months.  This is a desperation move in my opinion and I would suggest avoiding StubHub for future sales.

Options To Get Your Money Back

Hopefully you paid for the tickets with a credit card that has good protections.  This is the perfect instance where you can put the credit card company to work for you.  Look into filing a chargeback on the purchase.  I feel like there is a good chance that you will come out a winner in this dispute.

Final Thoughts

I know many businesses are under immense pressure right now but to refuse cash refunds on cancelled events, flights, classes etc. should not be an option.  I am not sure if this is even technically legal. If StubHub doesn’t pivot off of this quickly I imagine they will end up spending even more than this in lawyer fees and settlements.

I know StubHub is trying to protect cash flow with this move but they should not be doing it off the backs of their customers. Offer the 20% bump to anyone who chooses to take a voucher, I imagine many will, and give the rest their hard earned money back!

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Mark Ostermann
Mark Ostermann
Mark Ostermann is a father, husband and miles/points fanatic. He left the corporate world after starting a family in order to be a stay at home dad. Mark is constantly looking at ways to save money and stay within budget while also taking awesome vacations with his family. When he isn't caring for his family or taking a weekend trip, Mark is working towards his goal of visiting every Major League Baseball ballpark.

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    • That probably depends on the issuing bank. I’ve done a chargeback that was past the limit listed in the card terms and had it succeed. The vendor was Hyatt, and they had refused to refund a double charge which I didn’t discover until I went to do my taxes. They didn’t challenge my dispute though, so the chargeback worked.

  1. I sold on stubhub before, they deposit to the sellers’ account rather quickly, I wonder how are they going to get the money back from those sellers.

  2. Businesses are all running out of cash. They can’t refund. It will only get worse until we all get back to work. Even then the damage will be done. There will many retailers, travel agents, service companies like Stubhub that will all go out of business. As and example: Industry estimates are showing “at least” 30% of all travel agencies will cease to exist. I know this flu virus is serious but we need to continue to protect the fragile and the rest of us need to get on with it within the next few weeks or much more damage will be done.

    • I agree that there is a point where there will be more harm done than good by sheltering in place. When it reaches that point, I have no idea. Why I would have preferred the whole country go under it at the same time versus this rolling black out type of thing we have going on state by state. It is just going to prolong the whole thing.

      • Exactly right! It should have been a nationwide shut in for 9 days. 2 weekends and one workweek. That is enough time for 90-95% of cases to show symptoms. If a business, or family, cannot weather 1 week of a shutdown, they weren’t going to make it very long anyway. Everyone being on a different schedule does absolutely nothing.

  3. If enough people get the credits the 20% increase will be worthless, because sellers will simply increase prices by 20% (or more, if people become desperate to get anything out of their voucher before it expires.) That’s how free markets tend to work.

  4. E-BAY Recently sold to European rival VIA GOGO for 4 billion Just a few months ago. Im sure there cash poor. The whole industry is reeling (Including myself) from the amount of cancellations/Postponements.

    • I agree – I think that is playing a big part in all of this. If eBay still owned it I think it would be handled differently right now.

  5. Just about everyone is claiming ‘force majeure’ which means they don’t have to follow their contract. That’s how the airlines are doing what they are doing and I’m sure it will catch on with many others.

    • That’s not how force majeure works. It cancels BOTH sides of the contract. For example, if you cancel a concert, I cannot legally force you to have the Rolling Stones play for me. On the other hand, my side of the contract also is also cancelled, i.e., my payment to you.

  6. May not have a choice. Could be out of cash or certainly not in the position to deal with all the requests. Then you have people who bought tickets to sporting events that are postponed (not yet cancelled) so I’m sure they don’t get anything.

    BTW lawsuits don’t matter if there is nothing to go after. This sounds desperate for n the part of Stubhub and may indicate they are about to go out of business due to lack of funds.


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