NotificationsNo more confirming orders - a big change comes to StubHub – November 15, 2011
Actually, it's a pretty small change - but we believe it will make a big impact for our customers. In mid November, sellers will no longer need to confirm their sales. We'll tell you more about that in a minute - but first, a message from our legal team:
Although they aren't in effect yet, you can read the updated policies now by clicking the following links. Take a few moments to read them and make sure you understand the changes and how they affect you.
What this change means when you buy tickets
If you've bought tickets on StubHub before, you might recall waiting for the seller to "confirm your order" after you placed it. Once the seller confirmed your order, it was fully covered by our FanProtectTM Guarantee. You told us this didn't make a lot of sense to you - and we get it. It will soon be a thing of the past.
Beginning in mid-November your StubHub orders will be fully covered by our FanProtect™ Guarantee from the moment you place them. For all the details, please read our updated FanProtect™ Guarantee.
What this change means when you sell tickets
It means we trust you. StubHub sellers have a proven record of delivering the tickets they sell. You've let us know that confirming sales has become an unnecessary - and inconvenient - step for you. And we hear you.
How the new process will work
When listing your tickets for Instant Download, nothing changes. The tickets will immediately be delivered to the buyer when they sell and we'll send you an email with payment info. When using Last Minute Services (LMS), you won't need to do anything when your tickets sell - we'll make sure the buyer gets them.
For all other sales, we'll send you an email when you've sold your tickets and give you instructions and a deadline to complete your sale. You won't need to confirm the sale - we trust that you'll complete the sale as promised. If you listed tickets 'not in hand' and you haven't received them yet, just complete your sale by the 'Expected delivery date' you gave us when you listed the tickets.
Completing your sales
When your tickets sell, your sale is not complete until the buyer receives the tickets from you. Completing a sale means sending the exact tickets you listed to the buyer, on time and as promised in your listing.
To complete your sale, just click the 'Complete your sale' button in your email or from My Account on the 'Open Sales' tab. The steps to deliver the tickets aren't changing - you'll either print a shipping label, upload the tickets, or enter the barcodes printed on them. But instead of a 3-page process, you'll do it all from one page - simpler, easier, and quicker!
Reporting an issue
We know things don't always go as planned - and there's a chance that your tickets will sell and you won't be able to deliver them as promised. If you can't send the tickets by your 'Expected delivery date', if you need to offer replacements, or if you can't deliver the tickets at all, you still have a way to let us know.
To report an issue, just click the link in your email or from My Account on the 'Open Sales' tab.Here are a few things to keep in mind:
- It is always your responsibility to report an issue immediately, no matter how much time has passed since you received your sale notification email.
- If you report your issue within 48 hours of receiving your sale notification email, you won't get hit with any charges.
- If you wait more than 48 hours after receiving your sale notification email to report an issue, you may incur fees and other penalties associated with finding replacement tickets for the buyer.
- If you report an issue more than 3 times within a 12-month period, we reserve the right to suspend your account.
- If your tickets sell within 72 hours of the event, you won't be able to report an issue online - but you still need to let us know immediately. So call us.
Note: This is the bullet point version. Of course, our lawyers have spelled this out in much more detail in the Updated StubHub User Agreement. Check out Section 2.1 - Seller Responsibilities and Section 5 - Consequences.
You might be asking...
When is this change happening?
We're planning to roll out the new process in mid-November.
What if I have an open sale when this change goes into effect?
If you've already confirmed the sale but haven't delivered the tickets yet, just deliver them to the buyer as originally planned. If you haven't confirmed the sale yet, you won't need to. Just go to My Account and check the 'Open Sales' tab to complete your sale or report any issues.
What if I have an active listing when this change goes into effect?
Your active listings will stay active when the change takes effect. When your tickets sell, you'll complete your sale with the new process. Just follow the instructions in your sale notification email.
What exactly do I do when my tickets sell?
We'll send you an email to let you know you've sold your tickets and give you a deadline to complete your sale. You don't need to confirm the sale. Just send the tickets to the buyer as soon as you can - and no later than the deadline. To do so, just click 'Complete your sale' in your email, or from the 'Open Sales' tab in My Account.
Note: If you listed your tickets for Instant Download or with Last Minute Services (LMS), you don't need to do anything when your tickets sell. We'll make sure the buyer gets the tickets and send you an email with info about your payment.
What if I want to use my tickets? Can I still delete the listing and use the tickets myself?
Yep. Just like always, if you decide to use the tickets yourself, just delete your listing first. You can delete a listing any time until your tickets sell.