These simplified definitions work great for customers who are on the fence about whether to buy/sell tickets. That said, we may need more details to determine if the guarantee applies to their situation. Customers can click Read the full policy to see the complete policy, but that can be overwhelming. They are more likely to reach out to you to find the answers they need. That is why you need have a thorough understanding of this policy. https://cmh-scorm.bridgeops.net/courses/a9c8ead7-9d05-48b0-938f-bef8b71c144d/c19d4cbb37706639b0bae11d82c73db4948c8855/6/scormcontent/assets/time.png https://cmh-scorm.bridgeops.net/courses/a9c8ead7-9d05-48b0-938f-bef8b71c144d/c19d4cbb37706639b0bae11d82c73db4948c8855/6/scormcontent/assets/ordered.png https://cmh-scorm.bridgeops.net/courses/a9c8ead7-9d05-48b0-938f-bef8b71c144d/c19d4cbb37706639b0bae11d82c73db4948c8855/6/scormcontent/assets/entry.png https://cmh-scorm.bridgeops.net/courses/a9c8ead7-9d05-48b0-938f-bef8b71c144d/c19d4cbb37706639b0bae11d82c73db4948c8855/6/scormcontent/assets/better.png TICKETS WILL BE ON TIME: The first policy is that you will get your tickets on time. Each purchase is a contract in which the buyer agrees to the terms (price, delivery method, delivery date, etc.) the seller sets. If a seller does not deliver the tickets in time for the event, we will step in and set things right! TICKETS WILL BE THE SAME AS ORDERED: Have you seen all the memes of people who ordered something online, and when the item came in the mail, it was not at all what they ordered? We never want that associated with us, so we back every order. If the seller sends something other than what they promised* we will fix the situation. *There are two situations in which sellers might send a ticket that is different than what the buyer ordered: Sellers can send an upgraded ticket instead of the ticket originally purchased. Sellers can change the delivery method of a ticket. We will explore these later in the module. TICKETS WILL BE VALID FOR ENTRY: Not only do we promise that the tickets will be what they ordered, but we also promise they will get them in the door. Pretty great! We will protect the buyer if anything happens and the ticket doesn't work. Ticket replacements will Be comparable or Better: Sadly, there are times when the seller does not pull through on their end of the bargain (a ticket is delayed, different than ordered, or invalid). We will do our best to get the buyer replacement tickets in these situations. We promise that these tickets will be comparable to or better* than the tickets originally purchased. *We base "comparable or better" on cost, quality, availability, and other factors. No Replacements Available Because we don't own the inventory on our site, comparable or better tickets will sometimes be an option, but our goal is to get the buyer to the event they purchased tickets for. If replacements are not an option, we offer a full voucher (including any fees and shipping/handling charges) or a refund. When the guarantee comes into play, a buyer can always opt for a refund if they prefer that to replacement tickets. We don't want to force buyers to take tickets they don't want. Remember that buyers cannot opt for a refund after accepting replacement tickets. If an event is cancelled and not rescheduled, buyers will be given an account credit worth 120% of their total order price. As soon as the event is cancelled in our system, we proactively add this coupon to the buyer's account. If there is any chance that the tickets will be usable (postponed, rescheduled), buyers will not qualify for the credit, as this is only a cancelled event policy. We will explore what to do in these situations later in this course. In limited situations, a refund is an option. You can learn more about these exceptions in the Solutions article: Canceled Event Policy.(opens in a new tab) (opens in a new tab) Invalid Tickets You might get a call from someone who wants you to ensure the tickets they received are valid. Checking the validity of the ticket really depends on the ticket type. For example, rotating barcodes are made to stop fraud, so validity is not a problem. Most of these calls come through because the buyer is looking at the PDF file downloaded, and it's different from what they expected or is suspicious-looking. We do our best to ensure all tickets listed on our site are valid, but accidents happen. Our reputation is on the line, so we will back every ticket. The sooner we can identify a ticket as invalid, the less likely we will have a DEG situation. Let's review some things that can invalidate a ticket in Solutions. Continued Bad PDFs One of the most common issues with validity is a PDF that is either not the original ticket file or that has been incorrectly uploaded. If we can recognize this before the fan gets to the event, we can hopefully get the file we need and avoid a headache for the buyer and the seller. Directions Listed below we have provided an example of a PDF file. Open the file to review and determine if the PDF is valid. Go ahead and try it now. When you feel confident that you know if it is valid, answer the question below. Situations where the seller does not fulfill the exact tickets the buyer purchased. These buyers will contact us to let us know if the tickets they received differ from what they ordered. Approved Changes Before we look at how to handle situations where the tickets received by the buyer are different than what they ordered, you should understand that there are a couple of situations where we allow the seller to make changes to the ticket. Seller 5 Row Upgrade: We will allow sellers to send "better" tickets (up to 5 rows closer) in place of the tickets they listed. If you get a call about this, there are some exceptions to consider. Which Solutions article can you use to see if the upgrade sent to the buyer is acceptable? Why Variable fees? Variable means not consistent or having a fixed pattern; liable to change. What are some reasons Barcode delivery or live barcode delivery express local shipping delivery .Hard stock/paper: This could be a hard stock paper, lanyard, response or reason cards. .Lanyards: .Wristbands pre uploaded ticket before it was purchase by the buyer E-tickets MSbD pass e-ticket URL customer received the ticket by URL. Mobile QR delivery: this delivery method is only available to some sellers. so mobile ticket screenshot the QR code External Mobile Transfer Delivery. Walk iN delivery: The buyer and the seller meet and enter the event What does EMS stand for? Environmental Monitoring System What are the four stages used for the continuous improvement of a EMS? Plan do control adjust What does EIA stand for? Environmental Integrated Assessment This is a change Environmental Assessment 0741488004 - sss 121318284031-pagibig 112523988622-phil 660460351-tin AHT-Average Handle Time Average time an agent spends on a customer interaction. which is called AHT Lower AHT can mean faster service, which help reduce wait times and improve the customer experience. Its calculated by dividing the total time spent on all customer interactions. Quality Assurance Team (QA Team) The QA team is responsible for monitoring, evaluating , and improving the quality of customer interactions to insure consistent and high level QA ensure consistent, high-quality interactions that follow our policies and processes, enhancing customer satisfaction and improving overall performance. Legal Requirements Recorded Call Message All outbound calls (Including calls to an LMS, Courier, Venue, or Primary ticket provider). If your leaving a message and someone answers Chat Conversation Workflow 1.Personalized opening Thank you for chatting with us today. My name is MM what can I do for you today? 2. Read and Understand Hmm, I see, so you have not received the confirmation email yet, correct? 3.Empathy and Ownership I understand you must be anxious, not to worry I am here to help you with that" 4.Authenticate Has the customer already provided email address and TID/LID 5. Customer Wants a Copy of Data All notes, Calls, and data. Access to account as non-account holder (e.g. family member legal guardian). .Deletion of all stored data. Customer emails What do I do if a customer emails in with a normal query along with a GDPR query? .Answer all the customer's queries/questions. Write a clear note Escalate the GDPR Death of a Customer We need to have: .Empathy .Ownership .Patience Digital Service Act(DSA) You may receive some calls regarding the following: Trader Identification Display o trader Purchase details Editing Account Info - Password Reset This article provides steps on password resets for customer accounts. Apr 24, 2025Knowledge Title Editing Account Info - Password Reset Summary This article provides steps on password resets for customer accounts. Details Table of Contents Password Reset Customer Knows Current Password Customer Forgot Password (Website and App) Troubleshooting: Not Receiving Reset Email Password Reset Customer Knows Current Password Website Access Settings: Have the customer log into their account and go to Profile, then click Settings. Locate Password Section: Select the Personal Details tab and look for the Password area. Click the pencil icon next to it. Verify Current Password: Enter existing password for security purposes. Create New Password: Choose a new password that's 8-20 characters long. Include a mix of numbers, upper/lowercase letters, and special characters. Retype the new password to confirm. Save Changes: Click Save to finalize your new password. App Login and click on 'Profile'. Select 'Contact'. Under Password, enter the old password and new password. Choose a new password that's 8-20 characters long. Include a mix of numbers, upper/lowercase letters, and special characters. Retype the new password to confirm. Save Changes: Click Save to finalize your new password. ⚠ Important: For added security, customers cannot use their email address as their password. Customer Forgot Password (Website and App) Through the Website Go to the login page and click Forgot password. Enter your email address and click Send email. Open the email from StubHub and follow the reset instructions. Through the App Tap Forgot Password on the login screen. Enter your email address and tap Send link. Open the email from StubHub and follow the reset instructions. Contact Driver: Both - How do I reset my password? Troubleshooting: Not Receiving Reset Email Check Spam/Junk Folders: Sometimes, password reset emails might end up there. Add StubHub to Contacts: Inform the customer that they can add noreply@stubhub.com to their email contact list, as this is where the emails come from. Guest Accounts: Guests won't receive reset emails. They'll need the guest access code instead. Incorrect Email: Double-check the email address with the customer in case of typos. Blocked Accounts: If the account is blocked, the reset won't work. Check the account status in CST. Login Method: Verify if they registered with Apple or Facebook login. Technical Tips: Recommend using Google Chrome. Instruct them to clear cache, cookies, and all browsing history (not just the last two hours). Advise closing the browser completely before retrying. If unsuccessful, suggest using another browser or device. For registered accounts that aren't blocked and haven't received a password reset email after troubleshooting, submit a ticket to The Watch. Contact Driver: Both - Login Issues For more details on how to handle customer concerns regarding updating their phone/address visit Editing Account Info - Phone Number/Account Address or for email address updates visit Editing Account Info - Email Address . 🔒 Agent Responsibilities ✅ Always encourage customer to update their information directly in My Account/Inventory Manager ✅ Guide the customer step-by-step on how to make these changes if needed. ✅ Only escalate if: The customer cannot access the self-service feature, OR A system error prevents the change from saving. ✅ If escalation is required, document clearly in CST what error the customer encountered and what steps were already attempted. Why this is important Self-service is the fastest and most secure way for customers to manage their accounts. Prevents unnecessary escalations and keeps ownership with the customer. Protects sensitive data and the account by ensuring updates are made directly by the account holder. Updating Account Details - Self-Service Agents should walk the customer through the following steps: Log in to their StubHub/viagogo account. Go to the Settings tab. Select “Personal Details.” Click the pencil icon next to the phone number to edit. Enter the authentication code sent to their registered email. If the seller cannot find the email, ask them to check spam/junk folders or clear inbox space. Once validated, click Submit to confirm authentication and proceed with change. Talking Point: “For your security, the quickest way to update your phone number is through your account settings. I can guide you through the steps if you’d like.” Buy side ticket download. • Ticket Transfer. • Changing email. • Changing the phone number. • Changing password. • Changing seller payout payment method. • Sell side ticket download. Troubleshooting Important: Codes expire after 30 minutes or once a new one is requested. If the code was requested more than 30 minutes ago, the customer should request a new one. Confirm that the user's email address is spelled correctly and that they have checked their spam or junk folder if they are requesting code through email. Confirm that the default phone number is their current mobile phone. Important: Don't update or change the phone number if it doesn't match. If the customer doesn't have access to their default email and their phone isn't a mobile number (or has been changed): StubHub Order - Escalate to Buyer Fraud. viagogo Order - Escalate to Fraud. Walk the user through troubleshooting steps. Try logging in on a desktop (if the user was initially trying on an app / mobile, they should have tried on a desktop). When prompted to verify yourself, choose a method and receive the verification code. Please only close this window once you receive a code and can enter it. If you receive any errors, clear your cache and cookies. If you still can't log in, try another browser (Chrome works best). Try receiving the challenge code both ways if you're having an issue. Check for duplicate accounts. If the code is being emailed, but the customer isn't getting it, resend it through the Conversation History. If these steps don't fix the issue: See "How to Note and Escalate 2FA Issues to The Watch." Contact Driver - Both - How do I reset my password? Back to top How to Note and Escalate 2FA Issues to The Watch If the user can't log in after following these steps, copy and paste 1-5 into your work item notes and answer each question. How was the challenge code requested (text, email, or both)? Have they tried receiving the code via text and email? Did they receive the challenge code? Can they enter the code? If not, why are they unable to enter the code/at what point are they getting stuck? What are they using? (e.g., Chrome on desktop, Safari on iPad, Internet Explorer.) Also, include: If the user gets an error at any point when requesting a 2FA code: The user should provide a screenshot through the online form. Include in your work item notes all troubleshooting steps attempted. Once the user has attempted all troubleshooting and you've noted everything above: Escalate to The Watch if the user still can't log in due to the 2FA request. Contact Driver - Both - How do I reset my password? Back to top Authenticator App Customer have now the Option to setup a 2FA using their preferred Authenticator App Customer goes to ''Security Center'' on Settings section of My Account Click ''set up with authenticator app'' and follow instructions provided Download the App you wish to use Scan the QR Code or Enter the code provided Select ''Set up with App'' Copy the code displayed into your App of choice Return to Security Centre and enter Authenticator Code FAQs What it is and How it Works What it is 2FA is a security measure to keep our customers' accounts safe and secure even if the password is compromised. We challenge certain users logging into StubHub to verify their account via mobile number or email address to access their account. How it works When customers sign into their accounts, they're asked to enter a one-time verification code. They can send the verification code via text (SMS) or email. The customer must enter the verification code they received. Once complete, they'll securely proceed to their account every time they log in. Possible Issues If the customer can authenticate their account but can't clear the challenge: See the above troubleshooting. The challenge code was cleared, but the customer still can't log in after trying all the troubleshooting steps. You may need to escalate this to The Watch. Customer can't complete a challenge: See above troubleshooting. Where it's Enabled Brokers / Top Buyers are omitted Buy-side ticket download Ticket Transfer Changing email Changing the phone number Changing password Changing seller payout payment method Sell-side ticket download. Payment trouble shooting Credit/Debit Card PayPal Gift Card Direct Bank Transfer (DE/NL/PL) OXXO (Mexican buyers only) ALIPAY (Chinese buyers only) Instalment Payments (Brazilian buyers only) Adding and Deleting a Credit Card Adding a Credit Card Walk the customer through these steps in their StubHub/viagogo account: 1.Profile>Settings>Payments 2.Add a new payment option, enter the credit card number, expiration, and CVV Deleting a Credit Card Walk the customer through these steps in their StubHub/viagogo account 1.Profile>Settings>Payments 2.They will see the option to delete the card (Trash can Icon) Table of Contents Adding a Credit Card Deleting a Credit Card Adding a Credit Card Contact Drivers - Both - I can't add a payment method. Customers can add credit cards to multiple accounts. We can't add credit cards for customers. Walk them through how to add it on their own. Adding a Credit Card to a Computer Direct them to log in to their StubHub account. Go to Profile, then Settings. The Payment tab is automatically open. Under Payment options for buying tickets, click Add new payment option Select a Credit or Debit card. Enter the credit card number and expiration Select a billing address, or click + Add a new address Click Save Adding a Credit Card on the App Go to My tickets. Tap the first drop-down menu and select Settings. The Payment tab is automatically open. Under Payment options for buying tickets, click Add new payment option Select a Credit or Debit card. Enter the credit card number and expiration Select a billing address, or click + Add a new address Click Save Back to Top Deleting a Credit Card Contact Drivers - Both - I can't add a payment method. Deleting a Credit Card from their StubHub Account Go to Profile, then Settings. The Payment tab is automatically open. Under Payment options for buying tickets, click the trash can next to the card they want to delete At the pop-up, they'll confirm the change by clicking Yes, remove it Deleting a Credit Card in CST In the Action panel, click User Click Manage User Payment Methods Find the card and click the red X Failed Pings Blocked-Buyer Fraud Splitting Payments Cc asking if they can split a payment Payment Issues Buyer paid with Takes up to 10 days credit/debit card> for the money to be released Buyer paid with Buyer must contact PayPal > PayPal Remind the class to use their resources. Here are some helpful articles they can reference: • Adding or Deleting a Credit Card • Paying for Tickets • Buying, Using, and Troubleshooting Gift Cards • Credit Card Errors (CC Pings) • Coupons/Vouchers (credits) • Brazil Right to Refund, Concession Tickets, and Brazilian Installment Payments • Pix - Brazilian Payment Method • Alipay • OXXO Payment Method Research Flow Transaction state, Ticket type, Delivery Plan, EAD/MSBD, shipping Label Locating a Guest Account in CST, the transaction status box will have a guest purchase flag. Locate the access Code The access code will be in their confirmation email. Transaction 51266372 Purchase date : 28-Feb-20 Time) Qty: 6 State : Complete Section : GA13 Row : Guest Purchase Order # 512663725 Saturday, May 06, 2023 | 12:00 (Event time subject to change) Kentucky Derby - Saturday Pass Churchill Downs 6 Ticket(s) Section: GA13 Row Seat(s): 21 - 30 $477.30 Locate the Access Code The access code will be in their confirmation email. + View your order Use your access code to view your order 9K4TVN Keep your access code handy - you'll need it every time you view your order Guest Accounts to Registered Accounts Upgrade Account Get the most out of the StubHub experience. Upgrade your account for free right nowl Upgrade account! Orders - Upgrade Account Eligibility Banner will display in My Account for eligible Guest Users who do not have a Registered Account with the same email address. Delivery Delays Transaction Ped ! CIRT-This event is on a delivery delay, please advise buyer to wait until we are within 72 hours of the event to receive the transfer. Please do NOT cancel or substitute orders before we are within that timeframe and assure of FPG. A ticket delivery delay is a delay in the delivery or release of tickets for an event, usually put in place by the Primary Ticket Provider. Delivery Delays Causes for Delivery Delays Verification Processes Event Organizer Restrictions Technical Issues Why do we substitute tickets? We back every qualified order so you can buy and sell with 100% confidence. This is a promise we make to our buyers in our FanProtect and viagogo Guarantee. FanProtect TM Buy and sell with confidence Customer service all the way to your seat Every order is 100% guaranteed You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event or offer you a full refund. If the event is cancelled and not rescheduled, you will get a refund or credit for use on a future purchase. Life Happens Not every order goes to plan. There are many reasons why a seller may not be able to fulfill as they promised, but when this happens, we will step in to make things right with our buyers. We may do this with a substitution, a credit, or a refund depending on the circumstances. Always use Solutions and follow the outlined process for each situation. Sourcing Tickets Sourcing is required when the seller fails to fulfil the sale or there is an issue after fulfilment (e.g., wrong tickets, DEG, DNR). To ensure you’re following the right flow, you must: Complete the correct Breakage Hub workflow. Follow each prompt truthfully. Trust the workflow outcome – Breakage Hub will determine whether to source, escalate or compensate right away. Best practices to perform sourcing while having the customer on the line are the following: Acknowledge the issue and emphasize with the customer. Investigate the case, check Transaction Status, review conversation and fulfilment history to be able to determine which flow should be used in BH. Complete the correct Breakage Hub flow. Always answer truthfully and in full Guide the Buyer Depending on the outcome, Breakage Hub may generate alternative link with substitution tickets, which should be shared with the customer on live contact. Breakage Hub Limitations Selecting correct Breakage Hub prompts will get you to the right resolution, but there could be some limitations which prevent the tool from providing the resolution that matches the current situation. This is subject to change, therefore always be on the lookout for policy and procedure updates. One of the biggest limitations, which require Internal Escalation in case Breakage Hub can’t replace the order is the below message: Your next steps are very simple, make sure that you: Process the issue through Breakage Hub. Take a screenshot of the Breakage Hub message. Escalate via regular internal chats directly to your supervisor who will take appropriate steps in supporting your actions. This action will create a link that is automatically sent to the buyer. The system will automatically pull ALL available tickets that are considered comparable and the buyer can select their replacement tickets. Here are examples of what the email will look like for the buyer: Hello We are contacting you regarding your purchase of tickets for Phish taking place on 20 April 2024 19:30 (Order: Your seller has informed us that they are having difficulty providing the tickets you originally ordered. Instead, they have offered alternatives. Should these not be acceptable - you are covered by the FanProtect guarantee! This means we will find you equivalent tickets from a different seller, or give you a full refund. Select Your New Tickets! 2 TICKETS Row: 6 Seats: A - B Your Original Purchase Elton John Saturday, 05 March 2022 20:00 NYCB Live Home Of The Nassau Veterans Memorial Coliseum, Uniondale, NY, USA Section: 1 ORDER PLACED 23/02/2022 ORDER ID 500023132 Elton John Saturday, 05 March 2022 20:00 NYCB Live Home Of The Nassau Veterans Memorial Coliseum, Uniondale, NY, USA E-Ticket Select Select the tickets you would like to receive from the options below Section : Floor $180.00 Voucher Included! Or, you can opt to receive a full refund Refund Amount for: $1,068.74 How to pitch a substitution It's preferred the buyer makes their own selection, however, we can offer assistance while they select their new tickets. If we are helping the buyer select new tickets, It is important that we set up a substitution correctly. The buyer will always have a choice to accept the sub or not, but they need some key information before they are able to make that decision. Buyers need to know: • Where are the new seats? Include section, row, and seat numbers when informing the buyer of the new seat location. It may be helpful to give a general idea of what that means for the particular event. Example: Your new seats are in section 123, this section closer to the center of the field. OR I can get you tickets in Orchestra Left, it's on the other side of the theater but 4 rows closer... • What is the delivery method? Informing the buyer on how they will receive these tickets will help set the right expectations. Tell them the delivery method, how they will access the tickets, and how they will present them for entry. This is most important when the substitute fulfillment type is different than the original order. • There is no additional cost to you. Many buyers think they will have to pay more for their replacements. Make it clear right away that they will not have to pay any additional fees as this is covered by our FanProtect Guarantee. Once a sub is built in, we cannot undo it. If the buyer calls back to change their mind about a substitution, they will need to resell the tickets as a refund will not be available. Replacements may include additional tickets. Occasionally, the sourcing Automation may automatically secure replacement tickets which could include extra tickets in addition to what the buyer purchased (if available and within the order’s price range.) ALT Link options may also include selections with additional tickets when available within the order’s price range. If a buyer contacts you regarding this: • Explain the replacement was secured to protect their experience under the FanProtect Guarantee. • Present the replacement positively, especially if the seats are similar or better. • If additional tickets were included, highlight this as a benefit at no extra cost. • If an ALT Link was sent, explain its purpose and guide the buyer through the available options in real time whenever possible. Accepting the Replacement Tickets By Global Training After the buyer finds the replacement tickets they want, they will click Confirm. This will notify the new seller they need to fulfill the order and the Buyer will get an email once the order has been fulfilled. Alternative Offers Sometimes, a seller may offer an alternative ticket. Internally, this is referred to as no tix/has subs. A seller can offer alternative tickets to the buyer through their account. The buyer will receive an email, and in that email, they can choose to accept the offer. Resources Don't forget to use your resources when you need to replace an order. When and How to Source Tickets This article explains when and how to source replacement tickets under the FanProtect® Guarantee to ensure buyers receive a safe, secure, and fair ticket experience. Agents must always handle sourcing through the Breakage Hub, follow workflow prompts accurately, and trust the system outcome - whether that results in replacement tickets, escalation, or compensation. Feb 3, 2026Knowledge Title When and How to Source Tickets Summary This article explains when and how to source replacement tickets under the FanProtect® Guarantee to ensure buyers receive a safe, secure, and fair ticket experience. Agents must always handle sourcing through the Breakage Hub, follow workflow prompts accurately, and trust the system outcome - whether that results in replacement tickets, escalation, or compensation. Details Update History February 3, 2026 → Updated: Sourcing Automation and Alternative Link (ALT Link) section Table of contents FanProtect® Guarantee Sourcing Automation and Alternative Link (ALT Link) When to Source an Order Order Sourcing Workflow High-Value Orders OB (Over the Budget) Replacement Tickets Internal Sourcing Escalations FanProtect® Guarantee Our FanProtect® Guarantee ensures that every buyer receives a safe, secure, and reliable ticket experience. Buyers are protected if: They don’t receive their tickets in time for the event. Their tickets are invalid for entry. Their tickets differ from what was ordered and are not comparable. If any of the above occurs, and the buyer reported the issue before the event, we will: ✅ Provide comparable or better replacement tickets, or ✅ Offer a full refund or StubHub/viagogo credit. 🔗 More details: FanProtect® Guarantee 🔒 Buyer Responsibilities Buyers must report issues before the event. If reported after the event, claims might be denied - process the case through Breakage Hub and trust the outcome. 🔒 Seller Responsibilities Sellers must fulfill accurately and on time (before the Must Ship By Date). Sellers may be charged and unpaid if they fail to fulfill correctly. 🔒 Agent Responsibilities Always complete the Breakage Hub workflow for all fulfillment issues, even after the event. Investigate thoroughly before taking action. Never promise out-of-policy replacements or bypass Breakage Hub outcomes. Sourcing Automation and Alternative Link (ALT Link) Sourcing Automation Sourcing Automation is an automated process that can replace an order when replacement tickets are needed (for example, when a seller rejects an order). No manual action is required - the tool selects the best available, most compatible tickets within the price range for that order on our platform and replaces it. Extra tickets may be included (expected behavior) The automation may replace an order with extra tickets if they are available and within the price range for that order - this is expected. Example: buyer purchased 2 tickets and receives 3 replacement tickets. 🔒 Agent Guidance Explain the replacement was secured to protect the buyer’s experience under FanProtect Guarantee. Present replacements positively, when the replacement is similar or better - especially when the buyer received extra tickets. Talking Point (extra tickets) “Good news - we were able to secure replacement tickets for you, and your replacement includes additional ticket(s) at no additional cost. You’re all set for the event, and you can use the extra ticket if you’d like.” If the buyer is unhappy with the replacement Reference Unwanted Upgrades – Handling Process for the correct workflow when a buyer is dissatisfied with the replacement tickets selected. Alternative Link (ALT Link) The ALT Link is an dynamic tool that provides buyers with resolution options when a case is processed through Breakage Hub. How it works Where applicable, the ALT Link may be automatically sent to the buyer after the issue is processed via Breakage Hub. The ALT Link will present replacement options that are within the price range for that order. It allows the buyer to: View and select replacement tickets (including extra tickets if available), or Select compensation if replacements are not suitable/available. When no replacement tickets are available Buyers may see: “No tickets currently available.” In that situation, the buyer can still: Request compensation, or Wait, as other replacement tickets may become available later. Critical rule Agents and supervisors must never process refunds through the ALT Link on the buyer’s behalf. Talking Point “I’ve sent you a secure link where you can view your replacement options or request compensation. The link will update automatically if new tickets become available.” When to Source an Order Sourcing is necessary when a seller fails to fulfill or there’s an issue after fulfillment (e.g., wrong tickets, DEG, DNR). ✅ Agent Must Always Complete the correct Breakage Hub workflow. Follow each prompt accurately. Trust the workflow outcome - Breakage Hub determines whether to source, escalate, or compensate. Order Sourcing Workflow Step 1: Acknowledge the Issue Empathize and gather information. “I’m sorry to hear you haven’t received your tickets. Let me review your order and see how we can resolve this for you.” Step 2: Investigate Check the Transaction State (Pending Shipment, Pending Seller Payment, Complete, etc.). Review conversation and fulfillment history. Confirm which Breakage Hub flow applies. Step 3: Complete Breakage Hub Use the correct workflow: DEG, Wrong Tickets, or No Tickets. Workflows and Relevant Policy: 🔗 Breakage Hub Flows Best Practices and Reset Flow: 🔗 Breakage Hub – Best Practices & Reset Flow Guidance Follow prompts truthfully. If Breakage Hub instructs you to contact the seller - call or email immediately. Step 4: Guide the Buyer If an ALT Link is generated, explain and guide them through the available replacement choices in real time (phone or chat where possible). Ask the buyer to open the ALT Link and review options available. Open Case History: click here Open Transaction Details: click here Send Buyer Alternative Offer Link Below you will find the alternative offer link. Tell buyer they have the option of receiving replacement ticket(s) or a full refund. Offer to look through the alt offer page with them and inform them that the options on alternative offer page may change over time. Alternative Offer Link Encourage them to select replacement tickets if available. If the ALT Link shows replacement options that include extra tickets, point this out to the buyer and present it positively. Talking Point: “Good news - one of the available options includes extra tickets at no additional cost. If you’d like the extra tickets, you can select that option.” If needed, and only with buyer consent, you are allowed select replacement tickets on their behalf. If the buyer prefers a refund: Explain that they must select it themselves through the ALT Link. “You’ll receive a link by email shortly. From there, you can choose replacement tickets or request a refund. For security reasons, I’m not able to select the refund option for you.” Step 5: Advise the Buyer Communicate the Breakage Hub outcome clearly (e.g., case escalated, tickets sourced, ALT Link sent). Ensure the buyer understands next steps and expected timelines. Open Case History: Open Transaction Details: click here click here Thanks for using the Breakage Hub. You can wrap this case up now. Alernative Offer Email has been sent to the buyer Result: breakageHub_sourcingFlowAltOfferSent High-Value Orders High-value orders require special handling to ensure accurate sourcing and compliance with StubHub/viagogo policies. ⚠️ Important Policy Agents and Supervisors must not refund or replace any order with a total value equal to or greater than $4.999 USD. These cases are treated as VIP-level orders and must be escalated directly to the VIP Team for review and resolution - 🔗 for full escalation workflow, refer to the VIP Clients article. OB (Over the Budget) Replacement Tickets OB replacement tickets refer to replacement tickets offered to buyers where the value exceeds the original order value. 🚫 This is not a standard StubHub/viagogo practice and should only be used in exceptional, pre-approved edge cases - when authorized or referenced by Seller OPS. Critical OB replacements are exception-based and require clear Seller OPS confirmation in the case notes. Agents and Supervisors must not promise, offer, or request OB replacements independently. Escalation is permitted only when Seller OPS has advised of the possibility and the case meets one or more Edge Case Criteria below. 🎯 Edge Case Criteria Escalate only if at least one of the following applies and Seller OPS has documented the possibility of OB replacement: VIP or high-spend buyer Traveling or international buyer A travelling buyer is a customer who purchases tickets for an event outside their home city, state, or country, and must travel to that location specifically to attend the event. We do not process or reimburse compensation for any travel-related expenses, including flights, hotels, transportation, or other trip costs associated with attending an event. Children’s or family event High-profile or high-risk event (e.g., playoff game, farewell tour, major final) Legal escalation or PR-sensitive situation Large quantity order (4+ tickets) 🔒 Agent Responsibilities Fully investigate the case history and review case notes. Only escalate if: The case qualifies as an edge case, and Seller OPS has noted potential OB replacement. Advise the customer clearly and manage expectations. 🔒 Agent Workflow Advise the customer If the customer is unhappy with the current replacement options or states that no options are available, acknowledge their concern. Check eligibility for escalation Escalate to the Supervisor only if: The case is an edge case, and Seller OPS notes confirm OB replacement possibility. Do not escalate if criteria are not met Instead, educate the buyer on how the ALT link works and guide them to continue checking available options. Advise on next steps If escalated: explain that their case will be reviewed further by a specialized team. If not escalated: reassure the buyer and advise them to monitor the ALT link for updates. 🔒 Supervisor Responsibilities Validate escalation carefully Confirm the case meets Edge Case Criteria and that Seller OPS notes are present in the case history. Escalate valid cases Escalate to 📧 DL-SH-SellerOpsLeads@stubhub.com with full context and case details. Coach the agent if invalid Explain why the case does not meet OB criteria and support the agent in resolving it directly with the customer. Once Escalated Seller OPS Team will review the case and determine whether an OB replacement offer can be made. If approved, Seller OPS will handle buyer communication and coordination for the new tickets. Internal Sourcing Escalations In rare cases, agents may be unable to source an order that clearly requires sourcing. When this happens, agents and supervisors must follow a strict escalation workflow and ensure the case meets the criteria below. Only specific cases are eligible for internal sourcing escalation. All other situations must be handled using the standard Breakage Hub process. ✅ Cases Eligible for Internal Escalation 1. Breakage Hub Limitation Breakage Hub shows the message: “Advise buyer that their tickets will be delivered closer to the event date.” and the seller has confirmed that they cannot deliver the tickets. Open Case History: click here Open Transaction Details: click here Thanks for using the Breakage Hub. You can wrap this case up now. The buyer@s Expected Arrival Date is still in the future. Advise the buyer that their tickets will be delivered closer to the event date and no later than 09/27/2025 5pm event local time. Reassure the customer that they are covered by our Guarantee. Result: WWIRMT_EAD_not_passed_MoreThan24HoursToEvent . Ariana Grande - Cancelled / Invalidated Tickets The buyer or seller provides proof that tickets were cancelled by the primary, and Breakage Hub prevents sourcing or escalation to Breakage. Important: No other scenarios qualify for internal sourcing escalation. All other cases must be handled through standard workflows and Breakage Hub. 🔒 Agent Workflow Process the issue through Breakage Hub. Take a screenshot of the Breakage Hub outcome (showing limitation message or blocked escalation). Escalate to the Supervisor available with the screenshot and case details. 🔒 Supervisor Workflow Validate the escalation. Confirm it meets the criteria above. If invalid: Coach the agent and assist them with the correct resolution. If valid: Log the case here: 🔗 Manual Processing Needed - Ops Add your name and TID to the file. The relevant department will review and resolve all valid flagged cases. 🚫 Supervisors are responsible to validate and submit these escalations. Event Hamburger SV vs VfB Stuttgart - Playoffs View Date : 05-Jun-2023 8:45 PM (Local) When: 10 day(s), 0 hours away Venue : Volksparkstadion, Hamburg, DE View Transaction 517069510 Q or Audit Purchase date : 20-Feb-2023 6:23 PM Qty: 2 State : Pending Seller Payment Section : 1A Row : 10 Reason : None Last State Change : 30-May-2023 11:23 AM In Hand Date : None Delivery UPS - International Must ship by : 30-May-2023 5:00 PM Can Seller Extend Shipping Shipped : 22-May-2023 11:23 AM Ticket Type : Paper Ticket Expected Arrival Date : 25-May-2023 8:00 AM Tracking Number : RT544362877DE > < . Additional Information This is an INTL order Seller fulfilled on time Tickets have been stuck at Border Customs Listing 6336089571 Q or Audit Created : 20-Jan-2023 1:53 PM State : Fully Sold Seller: XXXX Section: 1A Row: 10 Seat From - To: 28 - 27 Listing Notes : None Original Qty : 2 Remaining Qty : 0 Price Per Ticket : 500.00(EUR) Current Face Value : 59.10(EUR) Split Type : Any In Hand Date:None Seller Policy: Fan Seller Listing Expiration Date: 01-Jun-2023 2:58 PM Delivery FedEx Must ship by : 27-May-2023 8:25 AM (Pacific Time) Can Seller Extend Shipping Shipped : 26-May-2023 6:29 AM (Pacific Time) Ticket Type : Paper Ticket Tracking Number : DB765B62931 Expected Arrival Date : 28-May-2023 5:30 PM (Pacific Time) Stubhub Seller > Transaction 517661760 or Audit Purchase date : 15-Apr-2023 4:54 PM (Pacific Time) Qty: 2 State : In Transit Section : 6 Row : Q Reason : None Last State Change : 26-May-2023 3:47 AM (Pacific Time) In Hand Date : 13-Apr-2023 5:30 PM (Pacific Time) Listing 6352776171 Q or Audit Created : 13-Apr-2023 8:43 PM (Pacific Time) State : Fully Sold Seller: stephaniedgray7@gmail.com Section: 6 Row: Q Seat From - To: 43 - 42 Listing Notes : None Original Qty : 2 Remaining Qty : 0 Price Per Ticket : 415.00(USD) Current Face Value : None Split Type : Any In Hand Date:13-Apr-2023 5:30 PM (Pacific Time) Seller Policy: US Fan Seller Listing Expiration Date: 03-Jun-2023 1:30 PM (Pacific Time) Event Foo Fighters View Date : 05-Jun-2023 7:30 PM (Local) When: 5 day(s), 9 hours away Venue : Walmart Arkansas Music Pavilion (AMP), Rogers, US Additional Information This is a NORAM order Tracking number shows the tickets have been stuck in transit for over 96 hours Event Harry Styles View Date : 15-Apr-2023 8:45 PM (Lacal) When: 14 day(s), 15 hours away Venue : Volksparkstadion, Hamburg, DE View viagogo UK > Listing 5759968152 Q or Audit Created : 15-Dec-2022 3:03 AM State : Fully Sold Seller: XXXX Section: General Admission Row: Seat From - To: Listing Notes : None Original Qty : 2 Remaining Qty : 0 Price Per Ticket : 196.00(GBP) Current Face Value : 196.27(GBP) Transaction 509967422 Q or Audit Purchase date : 10-Jan-2023 11:59 AM Qty: 2 State : Pending Seller Payment Section : General Admission Row : Reason : None Last State Change : 10-Apr-2023 10:47 AM In Hand Date : None Delivery E-ticket EUR Must ship by : 15-Apr-2023 12:00 PM Can Seller Extend Shipping Uploaded : 5-Apr-2023 2:57 PM Ticket Type : E-ticket EUR Expected Arrival Date : 15-Apr-2023 12:00 PM . Additional Information This is an INTL order Tickets have not been downloaded by the buyer Event Paramore View Date : 16-Jun-2023 11:00 AM (Local) When: 23 hour(s) away Venue : Manchester Farm, Manchester, US View Transaction 517015967 Q or Audit Purchase date : 10-Jan-2023 9:14 AM (Pacific Time) Qty: 2 State : Pending Shipment Creation Section : General Admission Row : Listing 6336107734 Q or Audit Created : 9-Jan-2023 7:11 AM (Pacific Time) State : Fully Sold Seller: XXXX Section: General Admission Row: Seat From - To: - Listing Notes : None Original Qty : 3 Remaining Qty : 0 Price Per Ticket : 295.00(USD) Current Face Value : None Split Type : Any In Hand Date:None Seller Policy: US Fan Seller Listing Expiration Date: 12-Jun-2023 1:58 PM (Pacific Time) Stubhub Seller Delivery E-Ticket USD Must ship by : 15-Jun-2023 8:09 AM (Pacific Time) Can Seller Extend Shipping Shipped : 28-Jun-2023 7:52 AM (Pacific Time) Ticket Type : E-Ticket USD Expected Arrival Date : 15-Jun-2023 8:09 AM (Pacific Time) > Additional Information This is a NORAM order Seller doesn't answer phone Event Foo Fighters View Date : 01-Apr-2023 7:30 PM (Local) When: 23 hour(s) away Venue : Walmart Arkansas Music Pavilion (AMP), Rogers, US View > Transaction 517661760 or Audit Purchase date : 13-Mar-2023 4:54 PM (Pacific Time) Qty: 2 State : Pending Shipment Creation Section : 6 Row : Q Reason : None Last State Change : 13-Mar-2023 4:54 PM (Pacific Time) In Hand Date : 30-Mar-2023 5:30 PM (Pacific Time) Delivery AXS/Flash Transfer Must ship by : 28-Mar-2023 5:30 PM (Pacific Time) Can Seller Extend Shipping Shipped : Ticket Type : AXS/Flash Transfer Expected Arrival Date : 28-Mar-2023 5:30 PM (Pacific Time) Stubhub Seller > > . za (Unverified) ! Additional Information This is a NORAM order Seller did not advise of a delay Buyer wants to get the tickets ASAP Listing 6352776171 Q or Audit Created : 10-Mar-2023 4:14 PM (Pacific Time) State : Fully Sold Seller: XXXXX Section: 6 Row: Q Seat From - To: 43 - 42 Listing Notes : None Original Qty : 2 Remaining Qty : 0 Price Per Ticket : 415.00(USD) Current Face Value : None Split Type : Any In Hand Date:30-Mar-2023 5:30 PM (Pacific Time) Seller Policy: US Fan Seller Listing Expiration Date: 01-Apr-2023 1:00 PM (Pacific Time) Wrong Tickets - Handling Process This article guides agents through resolving cases where buyers received the wrong tickets. This includes verification, troubleshooting, and return procedures. Feb 10, 2026Knowledge Title Wrong Tickets - Handling Process Summary This article guides agents through resolving cases where buyers received the wrong tickets. This includes verification, troubleshooting, and return procedures. Details Update History February 6, 2026 → Update: CRITICAL - Breakage Hub Update: Wrong Tickets Workflow (ALT Link + Ticket Return / After-Event Refunds) Table of Contents Wrong Ticket Policy Investigation Checklist Generic Sections and Required Listing Notes Exceptions to the Rule Production Changes - Handling Process Standard Wrong Tickets - Handling Process Scrubbing Error - Handling Process Mapping Error - Handling Process Other Tech Issues Wrong Ticket Policy StubHub’s FanProtect Guarantee protects both buyers and sellers to ensure a safe, reliable customer experience. For Buyers: Buyers are guaranteed valid tickets for entry. If there’s an issue with the order we will: Replace the tickets with similar or better ones OR Provide a full compensation if a replacement isn’t possible. 🔒 Buyer Responsibilities Provide proof If there’s an issue (e.g. wrong tickets), the buyer may be required to submit proof. Without it, we may not be able to issue compensation or replacements. For Sellers: Sellers are guaranteed payment if they deliver tickets correctly and on time. Subject to case specifics. Sellers must follow all delivery and listing requirements. If a seller fails to fulfill as promised, they may be charged 100% of the ticket value. We do not guarantee that wrong tickets will be returned to the seller in time for the event when the seller is at fault. 🔒 Seller Responsibilities Deliver what was listed Sellers must fulfill exactly what was listed. Tickets must match the event and seat details. Consecutive seating Sellers may only list and sell seats that are next to each other. List accurately Sellers are responsible for entering correct listing information. Errors in section, row, or listing notes may result in the order being taken over and the seller being charged. Report event map issues If the required section, zone, or note is missing during listing, the seller must contact us to request a map update before listing. Listing incorrectly due to missing fields is still considered seller fault. 🔒 Agent Responsibilities Investigate Fully Review all case details, conversation history, transaction details, and previous notes. Ensure you understand the issue before taking action. Follow Policy at All Times All actions must align with current StubHub/viagogo policies and workflows. Use Breakage Hub Correctly - CRITICAL step - (Before and After the Event) All Wrong Tickets cases must be processed through Breakage Hub - even if the contact takes place after the event Answer all prompts truthfully and complete the workflow start to finish Follow all prompts accordingly - example: requesting proof of wrong tickets If the system prompts you to call the seller, you must call the seller Do not skip fields or submit incomplete information You may be required to start a new session if the required fields have not been correctly completed. Support the buyer selecting replacement tickets when required Trust the outcome and communicate the next steps exactly as directed Report System or Content Issues If you notice errors, gaps, or outdated instructions in, CST, Breakage Hub or Knowledge Base, Report the issue to your Supervisor immediately so it can be addressed and improved. Resolve Fully Once you receive a case, you own it - A case is not resolved until all actions are complete: Breakage Hub workflow is fully submitted. Case was escalated where applicable. Customer is informed of the outcome. 📌 Consult the Knowledge Base or escalate to the supervisor available - never guess or assume! Investigation Checklist Before resolving any wrong ticket case, agents must: Fully investigate Review transaction history, case notes, and communication with both parties. Check ticket files in CST. Compare: What the seller listed (event, section, row, listing notes) What the buyer saw at checkout (CST > “What the Buyer Viewed on Purchase”) What was actually delivered Review the venue’s official seating map or event organizer info if unclear. Check for proof Buyer may be required to provide proof if information needed not already available within CST. Compare Ticket Details Compare tickets received vs. what was listed on CST. Quantity, event name and date, listing notes, section, row and seat numbers. Determine Fault If details do not match what was listed, the tickets are incorrect. If details do match what was listed, the tickets are valid and correct. Generic Sections and Required Listing Notes During the listing process, the seller must enter ticket details exactly as they appear on the ticket or exactly as shown in the primary ticketing account. Sellers are fully responsible for ensuring that all listing details are correct. Zone and Category Listings (TBD Sections/Rows) Some events use zone maps or hybrid maps. Zone maps: sellers list by zone/category, not by exact section/row Hybrid maps: sellers can list either: by zone/category, or by exact section/row Only events with zone or hybrid maps allow: Listing section/row as generic zone/category 🚫 If the event does not use a zone/hybrid map, “Generic Section/Zone” is not allowed – doing so may result in seller penalties. How to Verify: Go to the event page on our platform to confirm if the event is set to support zone/category listings. Sellers must disclose specific seat restrictions like: ADA/Accessible seating Concession tickets Obstructed/Side/Limited view 🚫 If seller fails to disclose these, it may result in seller charges. Sellers must fulfill what they listed. If perks (e.g., VIP access) were disclosed, the seller must deliver tickets that match those perks. Exceptions to the Rule There are some cases where different tickets may still be valid and correct: ✅ Comparable Tickets Tickets are NOT considered wrong if they are: Same section and row Same section and up to 5 rows closer to the stage In these cases, educate the buyer: “These tickets are considered comparable and still meet our FanProtect Guarantee. If you no longer want to attend we recommend relisting your tickets.'' 🚨 Comparable Exception not applicable to: Horse and Auto Racing: 5-row rule applies to higher rows (behind original row) than what was listed. Concerts, Theatre, U.S. Football: If the change places the buyer within the first 10 rows, seller must contact us for approval. ✅ Production Changes A Production Change happens when the event organizer modifies the event setup, such as: Closing or altering seating sections. Reconfiguring stage or venue layouts. Cancelling tickets directly due to production reasons. CRITICAL: Production Change: Buyers and sellers are protected if tickets were cancelled or altered by the event organizer for production reasons. Tickets invalidated due to seller misuse of a third-party platform or breach of terms and conditions (e.g., Ticketmaster cancels tickets because seller was reselling): In these cases, the seller is liable for charges. Production Changes - Handling Process 🔒 Agent Responsibilities Request and validate proof (e.g., official communication from primary, venue, or organizer). Educate the customer on whether their order remains valid. Escalate to the correct queue depending on issue type. 🔒 Buyer Responsibilities Provide proof when applicable (e.g., cancellation notice from organizer). Understand that seat or line-up changes due to production changes do not invalidate tickets. Orders remain valid. If unhappy with seat or line-up changes, they should relist tickets. If tickets were cancelled or invalidated due to production changes, StubHub/viagogo will attempt to source replacements or offer compensation. 🔒 Seller Responsibilities Provide proof of any production-related seat changes or cancellations. Seat or line-up changes due to production changes = order remains valid. Seller is still expected to fulfill. Tickets cancelled by production changes = seller should not be charged. Tickets cancelled due to breach of T&Cs (e.g., caught reselling) = seller may be charged ⚙️ Escalation Workflow Production Change Request and validate proof. Escalate to CIRT for review. Follow🔗 Escalating to CIRT flow. Wait for CIRT instructions before resolving the case. Invalidated tickets (breach of T&Cs) Complete the “No Tickets” Breakage Hub workflow. Answer questions truthfully. Follow prompts fully (may generate ALT Link or escalate to Breakage team). Educate seller that tickets cancelled due to violation = seller liable. 💬 Talking Points With Buyers “Thanks for contacting us. I’ve reviewed your case and based on the proof provided, this was a production change made by the event organizer.” “Your tickets remain valid despite the seat change. If you prefer not to attend, you’re welcome to relist your tickets.” “If your tickets were cancelled by the organizer, we’ll work on replacements or compensation for you.” With Sellers “We understand these production changes are outside your control. If tickets were cancelled due to production reasons, you won’t be charged.” “If the organizer made seat or line-up adjustments, the order is still valid, and you’ll need to fulfill as normal.” “If tickets were cancelled due to a breach of terms, unfortunately this is seller liability and you may be charged.” Standard Wrong Tickets - Handling Process Standard Wrong Tickets cases occur when the seller does not deliver what was listed. These cases may result in order cancellation, replacement tickets, and seller charges. Examples (not a complete list): Wrong section, row, or tier Wrong quantity Missing/incorrect listing notes (e.g., Limited/Obstructed View, ADA, restrictions) Wrong event or event date Invalid uploads (e.g., blank file, not an actual ticket) Mandatory Breakage Hub Usage (Before and After the Event) Breakage Hub usage is required for all Standard Wrong Tickets cases, including for contacts after the event. Breakage Hub will determine whether the buyer is eligible for replacement tickets or a refund. Outcomes and How to Advise the Buyer If Breakage Hub allows an ALT Link: Support the buyer live (phone or chat) while they review/select replacement options After replacements are selected, advise the buyer to return the wrong tickets as soon as possible Open Case History: click here Open Transaction Details: click here The buyer should have received two emails, the alt link to get new tickets and another email to return their existing tickets. Ask them to first action the alt link and select new tickets, then return their old tickets as soon as possible. Wrap up the case after informing them. Result: wrongTickets_altOfferTrc If Breakage Hub results in a full refund: Confirm the refund has been processed Set expectation: refund typically appears within 5-8 business days (bank/payment-method dependent) Open Case History: click here Open Transaction Details: click here Wrong event, wrong date/time, or fewer tickets than purchased prevent the buyer from getting entry into the event as intended. We have processed a full refund for the buyer, they can expect it in 5-8 days. Please wrap up this case. Result: wrongTickets_fullRefundCompleted How to Handle Standard Wrong Tickets Cases Order Status What to Do - Complete ''Buyer received wrong Tickets'' Breakage Hub workflow Answer all prompts truthfully and complete the workflow start to finish Follow all prompts accordingly - example: requesting proof of wrong tickets If the system prompts you to call the seller, you must call the seller Do not skip fields or submit incomplete information Support the buyer selecting replacement tickets when required Trust the outcome and communicate the next steps exactly as directed Outcome for Seller- May be charged if cannot fulfill correctly Fulfilled/Unfulfilled Relist tickets correctly Unsold Listing Advise seller to delete listing immediately Relist tickets correctly We always want to ensure buyers get the tickets they ordered when they use our services. Sometimes mistakes happen. While unusual, sometimes things can go wrong (e.g., the seller sends tickets for the incorrect date, seats differ from what was listed, and more). The vast majority of times, the buyer gets what they paid for, but when that doesn't happen, we want to do our best to get the buyer replacement tickets. When the buyer claims they did not get the right tickets, you must do some detective work to figure out what to do. Considering the wide range of ticket types and things that can go wrong, the outcomes can vary, but there are a few common situations. Let's look through those situations below: Incorrect Seat Location - The buyer did not receive the section/row that they ordered Incorrect Date - The tickets are valid for another date Incorrect Quantity- The buyer received more or less tickets than what they ordered Incorrect Ticket Features - Additional pieces of information were missing on the listing (e.g. restricted view, concession tickets) Case History Review the entire case history for any information regarding the case's background: Order confirmation email. Check the reason why the customer thinks the tickets are incorrect. 5-rows upgrade Sellers are allowed to send comparable tickets. These are: Tickets in the same section and up to 5 rows closer to the performance area. The tickets in the same row with different seat details. In these instances, explain to the buyer that these aren't considered wrong tickets. For more information on seat upgrades, review Seller Seat Upgrades, Seat Number Changes. Introduction When buyers report receiving the wrong tickets, it’s often due to confusion rather than an actual issue. This guide helps you quickly verify what was purchased versus what was received, so you can resolve cases accurately and avoid unnecessary delays or buyer frustration. “Let’s clear up confusion around the Wrong Ticket Process.” Step-by-Step Investigation Flow Let's take a closer look at how to investigate. IMPORTANT: Check “What Buyer Saw” vs “What Seller Entered” Where to check this in CST? > Transaction Details If it DOES NOT MATCH Mapping error: Mapping errors happen when StubHub or viagogo incorrectly adds seller listings on our maps. These issues can cause a mismatch between what the seller listed and what the buyer sees or receives. Scrubbing error: Scrubbing issues happen when our system displays incorrect ticket information to the buyer due to how the listing was processed or shown on the site. This can affect any seller and it is not a seller error. For more information, visit the Wrong Tickets - Handling Process(opens in a new tab) article. 2 If it DOES MATCH Can you see the tickets the Buyer received? Click on "View E-Tickets" if DM is E-ticket or QR code If DM is Paper, Mobile Tickets or Barcodes, check the Case History as buyer might have already provided proof of the tickets they got: Look for email attachments or files uploaded TIP: Use CTRL+F and key words like “uploaded”, “attached”, or “screenshot” ONLY ask Buyer for proof of wrong tickets when: Tickets are not visible on CST Buyer has not already provided proof The proof is unreadable or doesn’t match the buyer’s claim or event details Once you can see what the Buyer received – Is it the same as what they purchased? 3 Wrong date/time? Check for CST for banners and automated emails sent to see if the event has been rescheduled and automated emails sent to the Buyer – If yes, most likely tickets are still valid, and an automated email would have been sent to all customers. Alternatively, you can always check with the seller or on the event organizer's official website to confirm that the tickets are still valid. 4 Seat Restrictions? Did the seller correctly disclose limitations about the tickets that the buyer is complaining about? E.g. limited/restricted view, concessions, etc. Check if the seller added them to their listing notes under Transaction Details. → If yes, the tickets are correct. 5 Wrong Seating Details? There are 5 common scenarios where Buyers might think they received incorrect seats. Click each (+) sign to learn more. Buyer received different seats or row . Check if Seller provided comparable tickets (see Seller Seat Upgrades, Seat Number Changes) o What's considered as comparable tickets? o We consider tickets to be comparable if they are within up to five rows of the original location listed by the Seller. This includes tickets in the same row with different seat numbers, as long as the seats are consecutive. o When are 5-row upgrades not acceptable? o Horse and auto racing: The 5-row upgrade rule applies to higher rows than originally listed rather than lower rows. o Concerts, theatre or U.S. football events: If the change moves the buyer into or within the first 10 rows of the stage/field of the venue with reserved seating, then the 5-row/same-section upgrade does not apply. The seller must contact us for buyer approval. -> If yes, tickets are correct! Educate Buyer confirming they received an upgrade and reassuring tickets are correct. IMPORTANT: Some venues number seats in odd and even sequences (e.g., 1, 3, 5 on one side and 2, 4, 6 on the other). If a buyer reports not receiving consecutive seats, please check the venue map on the event website to confirm Seat Number Exceptions: . Brazilian orders: Buyer approval is required for any changes. . If an aisle seat is listed, the seller must provide one. . Seat "1" is typically assumed to be an aisle seat. Buyer received a different Seated Block section (e.g., Section 155, B2) . Did the buyer purchase a specific block (e.g., 15A)? . Does the ticket say "GA," "Floor," or "Pit"? - If yes, it's likely general admission. -+ If not, check the venue map: . Is the section they received different from the one they purchased? . Are these sections clearly separate blocks at the venue? -> If no, it's not a wrong section and tickets are correct. General Admission (e.g., GA, Floor, Standing) . Some General admission areas are often labelled differently on tickets. E.g. seller listed "Floor" and buyer received "GA" . Use the venue map to confirm: - Even if the names differ, is it still the same general area? - If yes, it's not a wrong section. . IMPORTANT: Seats are not assigned on standing, general admission, or unreserved seats area. The seats details printed on the tickets don't matter, and the tickets are correct. Broad Area (e.g., Level 100s, Upper Tier, Long Side) . Some sellers will list tickets on a specific zone instead of exact sections. . Use the venue map to confirm if section buyer receive belongs to that area. . Example: Buyer purchases "Upper Tier" and receives Section 405. - Is Section 405 part of the Upper Tier zone? -> If yes, then the section is correct. Buyer Reports Missing Tickets . If a buyer purchased tickets for multi-day events (e.g., NCAA Tournament) and only received partial tickets: o Use the "Buyer have not received Tickets" Breakage Hub workflow to troubleshoot with the Buyer. . If the buyer received fewer tickets than ordered and the delivery method is Tracked Transfer or Pre-uploaded URL: Follow the Mobile Tickets article and escalate to Escalate to the Mobile Troubleshooting team in CST DOs Check the "What Buyer Saw" vs "What Seller Entered" in Transaction Details. Use official venue maps to verify sections, seat numbers, and general zones. For QR code and E-tickets, use "View E- Tickets" or ticket previews to confirm what was received Double-check for seat numbering patterns (odd/even) and event rescheduling banners. Ask for proof only if tickets aren't visible, unreadable, or not previously provided. XDONT's X Don't immediately assume it's the wrong ticket without checking CST and venue maps. X Don't ask the buyer for proof if it's already in the case - this frustrates customers. X Don't ignore listed seat restrictions or general admission differences - check how the seller described the tickets. X Don't treat a general area purchase (e.g., "Upper Tier") like an exact section if it wasn't promised. Workflow By Global Training Upon investigating the wrong ticket claim, if you confirm the buyer got the wrong tickets and it is the seller's fault, you will use the Breakage Hub to resolve the issue. The Breakage Hub will guide you on the next steps to take with the buyer. Important Always document clearly what is wrong with the tickets during the “Wrong Tickets” workflow. If required fields are not completed correctly, you may need to start a new session. Breakage Hub Open Case History: click here Workltem Open Transaction Details: click here Listing What is wrong? Transaction What is the buyer's current issue? User O Buyer has not received ticket (e.g., unshipped tickets, tickets in transit, DNR, seller reports they no longer have tickets) no longer have tickets) Buyer received wrong ticket O Buyer has not received ticket (e.g., unshipped tickets, tickets in transit, DNR, seller reports they no longer have tickets) Buyer received wrong ticket DEG O Request Seller Charge or Seller Shipping Refund O Legal request (e.g., free cancellation for legal reasons [e.g. Brazil], face value regulation, CPC) O Give courtesy compensation (requires TL approval) The event is within 12 hours: Offer the buyer a 25% coupon to keep the wrong tickets. If refused, offer one of the compensation options below: Receive replacement tickets OR A full refund The event is outside of 12 hours: The Breakage Hub will guide you through troubleshooting to help the buyer send the tickets back to us. The case will then be escalated to TRC (Ticket Return Center), which will verify that the tickets are incorrect. TRC will activate the Alt Offer Link and send it to the buyer, who can select substitute tickets or a refund. You are responsible for responding to your Follow Up before the 24-hour expiration time. If you set a Follow Up and are out of the office the next day (regularly scheduled day off, PTO, sick time, etc.), the Follow Up will expire after 24 hours and automatically reassign to another agent with the same skilling. If you attempted to work a Follow Up between calls for 1 hour after its expiration time, but cannot do so due to phone volume, follow the steps below: Move to an Offline status in Twilio Flex. Move to an Email status in Amazon Connect to work on your Follow Up. Once completed, move back to the Available status in Twilio to continue taking calls. Buyer Wants Replacement Tickets or a Refund You have confirmed that the tickets received are incorrect and the event is within 12 hours: •The seller cannot provide the correct tickets. •The buyer is refusing to keep the incorrect tickets with a 25% voucher. •The buyer asked to receive new tickets. You should then send the order to Sourcing via the Breakage Hub. After submitting the case via the Breakage Hub, you must leave a clear note per the guidelines outlined in Work Items (Creating, Noting, and Moving)(opens in a new tab) and wrap up the case. Situations Where a Buyer is Offered Replacement Tickets You just went over how to send a case to Sourcing! This team's job is to locate replacements for the situations we explored above. When they are looking for replacements, they consider the price the buyer paid, the current listings that exist for the event, the value of the possible replacement, and other factors. It is the sole discretion of this team to determine if replacements will be offered and what those will be. Because the price of a ticket is not always reflective of the value, there may be times when the buyer does not agree with the replacements offered. You may have to help them understand why those tickets were offered. As always, be empathetic. All Subs Are Final Whether the buyer decides to accept the subs or they opt for a refund, once the transaction is processed, it is final. If the buyer took the refund and then decides they want the subs, advise they will need to make a new purchase. If the buyer accepts the subs and then decides they want a refund, they will need to relist the tickets since the new seller payment will have been triggered. After accepting subs, the FanProtect/viagogo Guarantee will only come into play if the new seller cannot fulfill, mis-listed, or something similar happens. Reasons to NOT Refund an order Tickets are correct. The buyer did not send proof of the wrong tickets – Only for Delivery Plans that cannot be viewed in the system ( you will be advised if proof is needed via the Breakage Hub). The buyer received new tickets (replacement tickets from StubHub/viagogo) and gained entry to the event. The buyer agreed to keep the wrong tickets with compensation. The buyer reported the issue after the event (after the event, we can only provide a 25% voucher).