StubHub sent out an email today, October 6, to an unknown number of large volume ticket sellers warning them that the company was experiencing some technical problems with confirmation of some orders.
Details of the problems were not immediately available, but according to the email StubHub was working diligently to solve the issues, and by this afternoon StubHub spokesperson Sean Pate told TicketNews that the problems had been rectified.
“We experienced a temporary delay in order processing due to an unannounced change by one of our logistics partners. The situation has been resolved and all orders are now being processed correctly,” Pate said.
The company was asking brokers to reconfirm orders for tickets to events that take place after Thursday, October 9, by tomorrow night. And for events before Thursday, brokers are asked to email the order to a special company inbox to have it processed immediately.
The email from StubHub, labeled “IMPORTANT – Technical Issue with Confirming Orders” said:
If you are experiencing technical errors when trying to confirm an order please be aware of the following steps to resolution. This issue is our top priority and it is receiving the appropriate attention to resolve quickly.
If the event is beyond Thursday this week please hold the order and return to confirm it no later than 10am PST Tuesday morning.
If the event is this Thursday or before, we want to get the order fulfilled as soon as possible. Please email email@example.com with the order number. You will receive an airbill back the same day in time for shipment. Go ahead and ship the tickets and we will confirm the order for you as soon as possible. Be sure to include your order number in the subject line.
All orders received during this time will be waived from the Average Time to Confirm metric.
We are working to fix this issue in as timely a manner as possible. For fastest resolution, please use the guidelines above for all affected orders and refrain from calling customer service unless absolutely necessary.
We will send updates as they become available.
The StubHub LargeSellers Team”
This story was edited at 3:50pm EST on Monday, October 6, 2008.