StubHub, the nation’s leading secondary ticket marketplace, is issuing rebates to resellers who have been inconvenienced by a site glitch that requires the re-entering of PDF ticket order information.
An undisclosed number of resellers on the Web site have been forced to re-enter hundreds of PDF ticket orders, after a recent site update caused an error that accidently deleted the orders. Once the error was discovered, the company notified resellers and began locking down as many orders as it could, but asked clients to re-enter those that were not registered.
As an incentive and a tacit apology for the problem, StubHub is offering 50 percent rebates on resellers’ sell fees today, March 11, for valid orders that have to be uploaded again. “This will include any orders that you have already re-uploaded and the rebate will be paid to you no later than March 25th,” the company said in an email to resellers.
“This has never happened to us before and rest assured will never happen again,” company spokesperson Glenn Lehrman told TicketNews after the initial announcement of the problem.
The text of the email to resellers is below:
Dear StubHub Seller,
As many of you are already aware, a recent site update to StubHub.com led to an error that caused a large number of PDF files associated with both listings and orders to be deleted from our servers. I know that this has caused a significant inconvenience for many of you and I assure you that we have taken steps to prevent this type of issue from happening again. Unfortunately, we have recovered all of the files that we can possibly recover and we are now dependent upon you to re-deliver your tickets in order to ensure that your buyer can make it into the event.
All of the orders that we need you to fill are in the Awaiting Shipment section of your StubHub My Account, so the number of orders you need to re-upload is not going to increase. We are offering a 50% rebate of your sell fee for any of the orders that you re-upload the valid original tickets for by 5 PM Pacific time on Friday, March 11th. This will include any orders that you have already re-uploaded and the rebate will be paid to you no later than March 25th.
Please note that we need you to re-upload the same files that you had previously delivered. If you no longer have the original ticket file, or obtaining the tickets would cause you to invalidate the tickets you originally provided, please email us at [email protected] with the order numbers for the tickets you no longer have. In the email, please indicate what the status of the orders are and we will get back to you if you need to take any further action. As always, you will be paid in full for any orders that you originally delivered, and these tickets are not yours to use or resell.
Once again, we take our responsibility to our sellers very seriously and we understand that we have let you down this week. Please accept our apology and our commitment to be better in the future. Thank you for your assistance.
Director of Supply and Fulfillment