StubHub

 

StubHub Top Seller Handbook

Updated February 201 7

CONTENTS
1. The Top Seller Program ....................................................................................................................................4
1.1 Terms and Conditions ................................................................................................................................4
1.2 Definitions .......................................................................................................................................................4
1.3 Seller Rewards ...............................................................................................................................................6
1.3.1 Top Seller Program Qualification .................................................................................................................... 7
1.3.2 Top Seller Benefits ................................................................................................................................................. 7
1.3.3 Sell Fee Incentives .................................................................................................................................................. 7
1.3.4 Charity Event Exclusions..................................................................................................................................... 8

2. Account Management.........................................................................................................................................9
2.1 Professional Standards ..............................................................................................................................9
2.2 Credit Card Information ......................................................................................................................... 11
2.3 Tax Information ......................................................................................................................................... 11
2.4 Legal entities ............................................................................................................................................... 12
3. Support .................................................................................................................................................................. 12
3.1 Top Seller Support .................................................................................................................................... 12
3.2 Top seller data portal............................................................................................................................... 13
4. Listing and Fulfillment Policies ................................................................................................................... 13
4.1 Listing Policies ............................................................................................................................................ 13
4.2 Fulfillment Policies ................................................................................................................................... 17
5. Fulfillment Methods......................................................................................................................................... 20
5.1 UPS................................................................................................................................................................... 20
5.2 Integrated Instant eDelivery................................................................................................................. 21
5.3 Integrated eDelivery ................................................................................................................................ 21
5.4 PDF eDelivery ............................................................................................................................................. 21
5.5 PDF Pre-Delivery ....................................................................................................................................... 22
5.6 Last Minute Services (LMS)................................................................................................................... 22
5.6.1 Requesting LMS ..................................................................................................................................................... 22
5.6.2 Contacting LMS ...................................................................................................................................................... 23
5.6.3 Third Party Orders and Policies ..................................................................................................................... 24
5.6.4 Restricted Selling Events................................................................................................................................... 25

6. Bulk Uploading Policies .................................................................................................................................. 25
6.1 Bulk Uploading ........................................................................................................................................... 25
6.2 Bulk Loading via FTP ............................................................................................................................... 25
6.3 Unmapped Listings ................................................................................................................................... 26
6.4 Sell-Side Markup ........................................................................................................................................ 26
7. Order Fulfillment .............................................................................................................................................. 26
7.1 Sales Notifications ..................................................................................................................................... 26
7.2 Fulfillment Methods ................................................................................................................................. 26
7.3 UPS Orders That Sell While At LMS ................................................................................................... 27
7.4 UPS Holidays ............................................................................................................................................... 27
7.5 Shipping TicketFast or PDF Tickets ................................................................................................... 27
7.6 Requesting a New Shipping Label ...................................................................................................... 27
7.7 Incorrect Tickets ........................................................................................................................................ 27
7.8 Substitutions ............................................................................................................................................... 28
8. Cancelled and rescheduled Events ............................................................................................................ 29
8.1 Cancelled Event Policy ............................................................................................................................ 29
8.2 Rescheduled Events.................................................................................................................................. 29
9. Fraud ...................................................................................................................................................................... 30
2
Top Seller Handbook - Revised February 2017

 10. Payments & Charges ..................................................................................................................................... 30
10.1 Payment Timeline................................................................................................................................... 30
10.2 PayPal Payments ..................................................................................................................................... 30
10.3 Direct deposit payments ...................................................................................................................... 31
10.4 Check Payments ...................................................................................................................................... 31
10.5 Credit My Team Account Payments ................................................................................................ 31
10.6 Reconciliation Requests ....................................................................................................................... 32
10.7 Charges........................................................................................................................................................ 32
10.8 Credit Memo Statements ..................................................................................................................... 32

3
Top Seller Handbook - Revised February 2017

 1. THE TOP SELLER PROGRAM
1.1 TERMS AND CONDITIONS
The terms and conditions in this Top Seller Handbook (the “Handbook”) apply in addition to, and
can take precedence over, the terms of the StubHub User Agreement and its incorporated
policies. You agree that you are making use of StubHub's site and services on an 'as is' and 'as
available' basis. StubHub (inclusive of any of its service providers and licensors) makes no
warranty with respect to its software, its site, its services, any tickets or related passes, any
event, any user content, or that sellers or buyers will perform as promised. By participating in
the Top Seller Program (the “Program”), you agree to the terms of both the StubHub User
Agreement (and its incorporated policies) and the Handbook. Please refer to the StubHub User
Agreement for additional important information regarding your obligations.
The terms of the Program are made available in StubHub’s discretion, and the Program (or any
element of it) may be modified, suspended or cancelled by StubHub at any time. In such event,
StubHub will notify you by email or other form of written communication, and/or by providing
you with an updated Handbook. This version supersedes all previous versions of the Handbook.
If you no longer wish to participate in the Program following the changes, you may withdraw.

1.2 DEFINITIONS
The following definitions are used throughout the Handbook to describe performance metrics
applicable to sellers participating in the Program (“Participants”).
Dropped Order Rate (DOR): The rate at which orders are not completed by the original seller. A
seller’s DOR is calculated by dividing a seller’s total number of dropped orders by the number of
Total Orders. Orders cancelled due to event cancellation are not included in a seller’s dropped
order rate.
o DOR % = dropped orders / Total Orders
o By way of example only, a dropped order includes when a seller cannot fill the order or
a seller offers substitutes, but the substitutes are rejected by StubHub or the buyer
Fault Rate (aka Sub/Cancel Rate): The rate at which a seller is not able to fulfill an order with
the original tickets sold by the seller. The Fault Rate is comprised of Fault Cancel (dropped) and
Fault Sub (subbed, by seller or another seller). Fault Rate is calculated by dividing a seller’s total
number of dropped orders + total number of subbed orders by the number of Total Orders.
Fault Rate includes dropped orders so it will always be equal to or greater than the DOR.
o Fault Rate = Fault Cancels + Fault Subs / Total Orders
o By way of example only, a Fault Cancel includes when a seller cannot fill the order, such
as when substitute tickets are offered but are rejected by StubHub or the buyer. A Fault
Sub includes when the seller offers substitutes and they are accepted by the buyer.
In-Hand-Date (IHD): The date when tickets are physically in the seller’s possession and when the
shipping window commences.

4
Top Seller Handbook - Revised February 2017

 Non-Event Ticket Items: Listings that include an event, product, or service where an additional
ticket is needed for entry into the main event. For example, pit passes are a common type of
Non-Event Ticket Item.
Sell Fee Incentives: Discounts on our standard sell fees, which certain Participants may be
eligible to receive based on their sales totals and performance metrics. Top Sellers are eligible to
earn sell fee discounts for all of their listings on StubHub. Sellers must have a minimum of
$250,000 in sales and meet certain Fault Rate and Time to Fulfill metrics over a rolling four
quarter period to qualify (see section 1.3.2 for details).
Ticket Sales: The prices paid by buyers for your tickets and Non-Event Ticket Items, excluding all
fees, and excluding all dropped, subbed and cancelled orders, orders you fail to honor, and
orders cancelled by StubHub due to cancelled events.
Total Orders: The total number of orders that a seller receives in a quarter; excludes dropped,
subbed and cancelled orders, orders you fail to honor, and orders cancelled by StubHub due to
cancelled events.
Time to Fulfill (TTF): TTF is the time it takes a seller to fulfill an order. Each transaction is
measured on a scale of 1-10. TTF is reported as an average score for Total Orders. The TTF for
UPS is evaluated in days, and TTF for eDelivery is evaluated in hours. For In-Hand tickets, the TTF
clock starts immediately upon the order being placed by the buyer. For Not In-Hand tickets, the
TTF clock starts when the IHD is reached.
The maximum score of 10 is reserved for In-Hand tickets and can be achieved by
o Pre-delivery;
o Uploading within an hour; or
o Scanning into UPS in 0 days (per the UPS Definitions below)
Not In-Hand tickets can achieve a maximum score of 9, provided that uploading or scanning into
UPS takes place prior to the In-Hand Date. Scores are calculated based on the following table.

5
Top Seller Handbook - Revised February 2017

 Score
10
9
8
7
6
5
4
3
2
1

In Hand
Time Frame
Time Frame
uploaded
Scan UPS
Less than 1 hr
0 days
1 hr - 3 hrs
1 day
3 hrs - 5 hrs
1 day
5 hrs - 12 hrs
2 days
12 hrs - 24 hrs
2 days
24 hrs - 36 hrs
3 days
36 hrs - 48 hrs
4 days
48 hrs - 72 hrs
5 days
72 hrs - 96 hrs
6 days
96 hours +
7 days

Not In Hand
Time Frame
Time Frame Scan
uploaded
UPS
N/A
N/A
Uploaded before IHD Shipped before IHD
Uploaded on IHD
Shipped on IHD
IHD + < 4 hrs
IHD + 1 day
IHD + 4-12 hrs
IHD + 2 days
IHD + 12-24 hrs
IHD + 3 days
IHD + 24 - 36 hrs
IHD + 4 days
IHD + 36-48 hrs
IHD + 5 days
IHD + 48 - 72 hrs
IHD + 6 days
IHD + 72+ hrs
IHD + 7+ days

UPS Definitions:
If the transaction takes place…
ticket must be scanned by UPS…
0 Days
between 1PM PT on day 1 and 1PM PT on day 2
by 4AM PT on day 3
1 Day
between 1PM PT on day 1 and 1PM PT on day 2
by 4AM PT on day 4
2 Days
between 1PM PT on day 1 and 1PM PT on day 2
by 4AM PT on day 5
3 Days
between 1PM PT on day 1 and 1PM PT on day 2
by 4AM PT on day 6
4 Days
between 1PM PT on day 1 and 1PM PT on day 2
by 4AM PT on day 7
5 Days
between 1PM PT on day 1 and 1PM PT on day 2
by 4AM PT on day 8
6 Days
between 1PM PT on day 1 and 1PM PT on day 2
by 4AM PT on day 9
7 Days
between 1PM PT on day 1 and 1PM PT on day 2
by 4AM PT on day 10
*Weekends are skipped, i.e. everything scanned between Fri at 1PM PT and Mon at 1PM PT is considered
to be one day.

1.3 SELLER REWARDS
Top Sellers can qualify for various benefits, as summarized below and as otherwise
communicated to you by StubHub. Throughout the quarter, Top Sellers have the opportunity to
audit and reconcile their orders and performance metrics by reviewing the Top Seller Data
Portal. At the end of each quarter, Top Sellers will have an opportunity to review their final
metrics for the quarter and, if there are any discrepancies, Participants can submit an exceptions
request to Top Seller Support within the deadline communicated by StubHub at the end of each
quarter. After the exceptions are reviewed, new sell fees are applied and late exceptions
requests will not be accepted.
Please note that Top Sellers can still reconcile orders at any time in order to meet metrics for
future sell fee reduction periods. We strongly encourage sellers to view their metrics and to
manage their business on a daily basis.

6
Top Seller Handbook - Revised February 2017

 1.3.1 TOP SELLER PROGRAM QUALIFICATION
To qualify as a Top Seller on StubHub, sellers must:*
- Have at least $50,000 in sales over a rolling four quarter period
- Have a Fault Rate no greater than 3%
- Have a TTF Score no lower than 8.0
- Have an Invalid Ticket Claim (ITC) Rate no greater than 0.25%
*Qualification period and metrics are subject to change as communicated to you by StubHub.
Premium benefits may have higher qualification thresholds.

1.3.2 TOP SELLER BENEFITS
Qualified Top Sellers are eligible for the following benefits:
•
•
•
•
•
•
•
•
•

Promotions and discounts on selling
Opportunity to extend UPS listings beyond the standard cut-off times
Access to our dedicated Top Seller Support team
Case by case evaluation of charges for faults and invalid ticket claims
Access to the StubHub Pro quick listing tool
Opportunity to earn a Sell Fee Reduction (see section 1.3.3)
Potential to obtain Account Managers based on selling metrics
Ability to be the first to participate in pilot programs
Access to the Top Seller Data Portal

1.3.3 SELL FEE INCENTIVES
All Top Sellers may be eligible to earn Sell Fee Incentives on qualified Ticket Sales. Top Sellers
can earn multiple discounts with our StubHub Accelerator Program that is architected to help
you maximize growth on StubHub. The program is made up of three components that can be
combined to maximize impact: Volume Incentive, Premium Inventory Incentive and Preferred
Pricing (Ticket Utils only) Incentive. All discounts will be applied to a 10% base sell fee.

7
Top Seller Handbook - Revised February 2017

 Qualification for Sell Fee Incentives is determined at the end of each quarter. At a minimum, all
sellers must have a fault rate less than .45% and a TTF score of greater than 9.1 to qualify for a
Sell Fee Incentive. Achieving those metrics is required before a seller can be considered for the
StubHub Accelerator Program. If a seller meets the necessary requirements, they will earn a
Sell Fee Incentive which is applied to qualifying Ticket Sales during the following quarter. For
example, if you qualify for a Sell Fee Incentive at the end of the first calendar quarter, your
discount will be valid through the second calendar quarter.
Detailed information regarding the eligibility requirements, Incentive thresholds and eligibility
criteria is available on the Top Seller Data Portal.

1.3.4 CHARITY EVENT EXCLUSIONS
StubHub continues to use our brand to benefit great causes and charitable endeavors. To
further that goal, StubHub may make commitments to donate our service fees to certain charity
events. As a result of these commitments, we may choose not to offer discounts on our current
8
Top Seller Handbook - Revised February 2017

 fee structure for these particular events. You will be charged our standard sell fees for such
events, and those fees will be donated to the applicable charity. We will notify you if an event is
a charity event.

2. ACCOUNT MANAGEMENT
Participants should manage their accounts daily and follow StubHub best practices in order to
position themselves for success with StubHub. Potential consequences for violating any policies,
standards, or expectations contained within this Handbook include (but are not limited to):
o Removal from the Top Seller Program
o Order cancellation
o Order substitution
o Removal of listings
o Withholding of payments from StubHub
o Fees and charges that are additional to your sell fees
o Other consequences as identified in the User Agreement, including suspension of your
seller account
More than one consequence may apply to any given circumstance.

2.1 PROFESSIONAL STANDARDS
StubHub requires all Participants to meet StubHub’s expectations on professional standards.
The following is a non-exhaustive list of examples for which StubHub considers its professional
standards are not being met:
(a) Failure to behave in a professional manner. This includes lack of professional behavior, at
StubHub’s sole discretion, when working with any StubHub or LMS employee. For example,
derogatory or inappropriate comments on social media, online forums, blogs etc. with
comments that are directed at or mention StubHub or StubHub employees.
(b) Abuse of the FanProtectTM Guarantee, and/or the exploitation of any other StubHub
policies. This includes scraping the site for tickets. StubHub reserves the right to suspend
sellers who routinely engage in this practice and to take other actions that may have
financial consequences for such sellers.
(c) Misuse of the “Report an Issue” policy. Sellers should only report an issue for orders they
genuinely cannot fulfill. Not wanting to fulfill a sale (for example, due to price regret) is an
insufficient reason to drop a sale. Consequences for dropping sales are described more fully
below.
(d) Direct marketing/solicitation of buyers. Participants are not permitted, under any
circumstance, to include their own marketing or contact information with envelopes sent

9
Top Seller Handbook - Revised February 2017

 directly to the buyer. StubHub conducts random audits for marketing materials and
encourages buyers to report sellers that use StubHub as a marketing vehicle.
(e) Direct contact with buyers or other sellers. Sellers are not permitted to contact a buyer or
seller of a StubHub order. All contact with a StubHub buyer/seller must be done by
Customer Service, Top Seller Support, LMS employees or other StubHub employees.
(f) Invalid tickets. Sellers must provide valid tickets. StubHub reserves the right to withhold or
retract payment during the investigation of an invalid ticket claim or determination. Sellers
should contact claimsupport@stubhub.com within 48 hours of the initial invalid ticket claim
report if they believe they should not be held responsible for invalid tickets.
Based on seller feedback we have implemented a new structure for fees associated with
invalid ticket claims.
•

•

•

In cases where the seller is deemed at fault, as determined by StubHub in its sole
discretion, we will charge you an amount equal to 45% of the price of your tickets sold
in addition to reclaiming any payment you received from the sale.
In cases where the venue or primary is deemed to have caused the errors, the 45%
charge and fault will be waived, but you will be charged an amount equal to the
payment you received for the order.
In cases where you fail to respond to the notification of the claim you will be charged an
amount equal to 55% of the cost of the original tickets in addition to reclaiming the
payment you received on the sale, and the 45% charge for being deemed at fault. A
response constitutes an acknowledgement of our request and a bona fide effort to
investigate the claim and obtain documentation.

In cases where a legitimate effort was made and documentation is unable to be obtained,
and there is no clear cause of the claim, we will work with you and use your history with us
(specifically your Invalid Ticket Claim Rate) to determine a resolution on a case by case basis.
You can view your Invalid Ticket Claim Rate at any time using the Seller Data Portal.
Acceptable documentation
o Venue Scan Reports/Seat Location Retrieval report
o Written documentation from the venue detailing how the tickets were used
o Venue conference call where written documentation isn’t possible
• Unacceptable documentation
o Ticketmaster Scan Reports/Seat Location Retrieval report
o Altered or reformatted documentation
o Recordings or voicemails from a venue representative
StubHub closely tracks sellers’ Invalid Ticket Claims (ITC). Sellers are expected at all times to
maintain an average ITC rate of no more than 0.25%. Sellers who violate this policy may be
temporarily or permanently suspended from using StubHub’s site and/or services at
StubHub’s sole discretion.
•

10
Top Seller Handbook - Revised February 2017

 (g) Misuse of codes, coupons, corporate discounts, or marketing discounts. It is at StubHub’s
sole discretion to determine when compensation is warranted.
(h) Bidding on StubHub Search Terms. Sellers are not permitted to purchase, bid, or register
search engine key words, AdWords, search terms, or other identifying terms that include the
word “StubHub” or any variations thereof (including, but not limited to, any misspelled or
deceptively similar terms) for use in any search engine, portal, sponsored advertising
service, or other search or referral service. For example, this policy prohibits someone from
bidding on the trademarks StubHub and StubHub.com, and any keyword string that includes
these terms or any variation of StubHub’s trademarks. (e.g. Stubhub coupons, stub hub and
coupons, Stubhub, stub hub, www.stubhub.com, stub-hub, etc.)
(i) Chargebacks. Instead of disputing credit card charges via credit card companies, Participants
should contact Top Seller Support regarding any questionable charges. Sellers also should
not pull their credit cards from the site. Pulling credit cards or disputing charges could result
in removal from the Program or other consequences as outlined herein.
(j) Breach of any other standard(s) and/or reason(s), as determined at StubHub’s sole
discretion.

2.2 CREDIT CARD INFORMATION
Accounts must contain valid and current credit card information at all times; pre-paid credit
cards are not acceptable. If accurate account information is not maintained, StubHub has the
right to suspend your account.

2.3 TAX INFORMATION
All Participant accounts must have a valid EIN (Employer Identification Number) or SSN (Social
Security Number) on file with StubHub at all times. Failure to provide a valid EIN or SSN may
result in restriction of selling rights, delay in processing of payments, removal from the Program,
account termination, or other consequences.
Sellers outside the U.S. who are exempt from U.S. tax reporting can request an exemption by
logging into My Hub and selecting “International” in the Tax Information section. This
exemption must be re-requested every year. Only sellers who live or operate their business
outside of the U.S. are eligible for an exemption.

11
Top Seller Handbook - Revised February 2017

 2.4 LEGAL ENTITIES
Where two or more sellers decide to form legal partnership or make a legal acquisition of
another ticketing company, they may request that existing accounts be updated to reflect their
new legal status. In order to approve such a change, all representatives must inform StubHub of
the change and provide legal documentation to support their new status. Once a change has
been vetted and approved by StubHub, the account update process will begin. All approved
account updates will be reflected in the data portal by the end of the next quarter.

3. SUPPORT
3.1 TOP SELLER SUPPORT
The Top Seller Support team is designed to assist Top Sellers with your customer support needs.
As part of this Program, dedicated representatives are available 7 days a week, 365 days a year
to assist you with resolving your issues. All your requests must be submitted through Top Seller
Support. Requests made directly to other StubHub employees may not be accepted by StubHub.
Your key method of contact should be email. When contacting us by email, you will receive an
automatic response from our ticketing system with a record locator and the ability to track your
issues.
Top Seller Support Email: SellerServices@StubHub.com (primary contact)
Top Seller Support Chat: https://admin.instantservice.com/links/7962/61195
Top Seller Hotline: 866.788.2480
Hours: Monday – Sunday, 8:00 a.m. – 11:00 p.m. (Eastern)
StubHub’s Top Seller Hotline is a priority customer service line reserved exclusively for
Participants and is staffed by specially-trained customer service representatives. The Top Seller
Hotline is available during the hours listed above. Use this Hotline for:
o Offering subs
o Payment assistance for fewer than five orders
o Site error preventing the fulfillment of an order
o Airbill assistance
Except for emergencies, or when contacting LMS offices directly, Participants should always
contact Top Seller Support for assistance. In order to ensure that we provide the best customer
service possible, we will note contacts with our customers. StubHub reserves the right to modify
or revoke Program benefits if sellers fail to behave professionally.

12
Top Seller Handbook - Revised February 2017

 3.2 TOP SELLER DATA PORTAL
All Top Sellers have access to the Top Seller Data Portal, a web-based tool providing access to a
seller’s important sales and performance data. To access the portal, visit
https://data.stubhub.com and log in with your StubHub login and password information.
For detailed instructions on how to use the portal, please read the reference guide available in
the Documents tab of the data portal.

4. LISTING AND FULFILLMENT POLICIES
The provisions in this section set forth some of our listing and fulfillment policies, which apply to
Participants in addition to the provisions of our User Agreement and incorporated policies.
Sellers may be subject to the consequences outlined herein or in the User Agreement if StubHub
policies are not followed. Modifying or misrepresenting tickets in any way may result in removal
from the Program or other consequences as outlined herein.

4.1 LISTING POLICIES
(a) Publish text exactly as it appears on the ticket. StubHub requires that you list section
information as displayed on your tickets or as conveyed by the primary ticket seller. Do not
list your tickets with incorrect section information under any circumstances. If the incorrect
seating map is displayed for an event, if you have tickets for a section not displayed, or your
tickets are not mapping to the proper section, please contact Top Seller Support before
listing your tickets.
(b) Listing Standing Room Only (SRO) tickets. When listing Standing Room Only tickets on
StubHub, you are required to identify them as “Standing Room Only” or “SRO” in the Section
field. If you fail to include this information, or only indicate “SRO” in the Row field, you risk
having your orders canceled and you may be liable for the cost of replacement tickets.
This rule applies for general SRO tickets for a venue as well as for SRO tied to specific
sections (e.g. Upper 301 – SRO). We’ll do our best to have sections associated with SRO
included on our seat map, but in the event that we do not, you must still comply with our
listing policy. You may send us a request to add your section and we will do our best to add
it as quickly as possible. Once added, your listing should automatically be mapped to the
proper section.
(c) Listing a full suite. To list a full suite, please enter one of the following notes in the External
Notes field:
o Full Suite (not shared)
o Full Suite

13
Top Seller Handbook - Revised February 2017

 o

Entire Suite

(d) Listing a partial suite. To list seating details within a suite, please enter one of the following
notes in the External Notes field:
o Partial Suite (shared) - Reserved seating
o Partial Suite (shared) – Unreserved seating
o Partial suite reserved seating
o Partial suite reserved seats
o Partial suite reserved
(e) Listing SRO tickets within a suite. To list Standing Room Only tickets within a suite, please
include one of the following notes in the External Notes field:
o Partial Suite Standing Room Only - Not a reserved seat
o Partial Suite Standing Room Only
o Partial Suite SRO
o Suite Standing Room Only
o Suite SRO
(f) Row upgrades. StubHub allows sellers to provide up to a five-row upgrade from the actual
location of the original tickets, if you have not included specific seat numbers in your listing.
If you did include specific seat numbers in your listing, you must fulfill with those seat
numbers. If the tickets are beyond a five-row upgrade or are located in a different section,
you must call Top Seller Support, provide the alternative ticket information, and obtain
StubHub’s approval before fulfilling the order. StubHub reserves the right to decide what an
acceptable upgrade is, and whether to permit the change.
For horse and auto racing, the five-row upgrade rule applies higher in the section, rather
than lower.
For theater, football, and concerts with reserved seating, the five-row upgrade is not
applicable if the buyer is in or moved into the first ten rows of the field or stage. In such
cases, the seller must first call Top Seller Support for approval. For example, you cannot
upgrade a buyer from Row 8 to Row 4; if the buyer purchases Row 8 you must fill with Row
8.
(g) Speculation. StubHub does not permit or condone the practice of listing “speculative”
tickets for sale on the site. Exact seat locations must be known before tickets can be listed.
Speculative and vague seat locations such as “TBD” in either the Section or Row fields may
be removed from the site at any time without prior notification (unless the listing is for a
select event featuring zone or hybrid maps, as detailed below). Non-existent rows are
considered speculative. StubHub monitors the site for ticket listings that violate this policy.
(h) Tickets with special restrictions, circumstances or locations that require specific
notification. Some listings require specific notifications in the Comments or Disclosures
fields in order to ensure buyers are well aware of what they are purchasing. Circumstances
that need specific notifications include:

14
Top Seller Handbook - Revised February 2017

 “Wheelchair only,” “Wheelchair accessible,” “Alcohol-free seating,” “Limited or obstructed
view,” “Youth ticket,” “Student ticket,” “Faculty ticket,” or any other disclosure required by
StubHub for that event.
Before listing tickets, sellers are responsible for notifying StubHub of any additional
restrictions that need to be added for any individual event. If your tickets or purchase
confirmation contains any unique restrictions not offered in StubHub’s “Required
disclosures” for that event, StubHub must be notified to add that new disclosure before you
list your tickets on the StubHub site.
(i) “Piggyback” Listings. Seats that are in two consecutive rows, directly behind one another,
are known as “piggyback” seats. Piggyback tickets may only be listed in quantities of two or
more (1+1 piggyback seating is allowed). If listing piggyback seats, you are required to check
the box designating the seats as "Piggyback."
(j) Non-consecutive seating. Listings for non-consecutive seats are prohibited.
(k) Splits. Sellers can choose to have their tickets sold in split quantities or all-together, except
for listings with a “Listing feature,” for which sellers cannot sell their tickets in splits. Listing
features include, but are not limited to, “Parking pass” and “Aisle.” See your specific event
to determine all available listing features.
For bulk uploading, listings default to allow splits as follows:
# tickets in listing Buyer is allowed to purchase…
8 or more
any quantity, without leaving seller with a single ticket
7 or 5
any quantity, without leaving seller with a single ticket
3
only all 3 tickets
6, 4, or 2
only even quantities
To sell a listing as an entire lot only, refer to the Comments Handbook for terms on adding
the appropriate Note to a listing. If a split purchase is made on a no splits listing, you should
immediately contact Top Seller Support and request that the order be cancelled.
(l) Theater tickets. Theater tickets must be listed with all section information as it is printed on
your ticket (e.g. ORCH LEFT, MEZZ RIGHT). By way of example only, tickets listed as
“Mezzanine” that actually have “Mezzanine Right” printed on the ticket are subject to
cancellation and the seller may be held liable for the cost of replacement tickets.
(m) Age or gender restrictions. Any age or gender restrictions printed on a ticket must be
disclosed. If the appropriate restriction is not available as a disclosure and is not identified in
the StubHub event name, please contact Top Seller Support before listing. You are not
required to include an age or gender disclosure if it is part of the StubHub event name.
(n) Publishing row location. Sellers must use a valid row letter, number, or equivalent. Symbols
that do not designate a specific row (e.g. an asterisk “*”) and other invalid symbols in the
Section or Row fields are unacceptable. These listings may be removed from the site at any
time.
15
Top Seller Handbook - Revised February 2017

 (o) Zone & hybrid maps. For certain events, StubHub will use zone or hybrid maps. For zone
maps, sellers can list tickets by zone rather than specific sections and rows. Hybrid maps
allow sellers to list either by zone or by specific sections and rows. Events with zone or
hybrid maps are the only events where listing rows as TBD is permitted.
(p) Non-Event Ticket Items. Non-Event Ticket Items can be listed as add-ons to event ticket
listings, but cannot be listed on their own unless they fall within an exclusion listed herein or
as otherwise communicated to you by StubHub. If a seller uses a POS system that allows
these types of listings to be blocked, they should do so.
Common Non-Event Ticket Items include:
o
Stadium Club
o
Restaurant Club
o
Victory Club
o
Pit Passes
o
Parking Passes*
*Parking passes cannot be sold on their own unless StubHub has created a specific
“PARKING ONLY” event for that particular event. Similarly, listing event tickets under
“PARKING ONLY” events is prohibited. When listing for a “PARKING ONLY” event, sellers
may only list in areas identified on the event map. Parking options not explicitly specified by
StubHub for that event cannot be listed. If you cannot find your parking area or have other
feedback on our “PARKING ONLY” events, please contact Top Seller Support before you list.
StubHub understands that sellers may be using listing tools to list these Non-Event Ticket
Items as standalone items on multiple websites at the same time, so StubHub will attempt
to block or deactivate such listings from the StubHub site. If however, these listings do make
it onto the StubHub site, the seller is responsible for notifying Top Seller Support so the
listings can be blocked or removed.
If a seller receives an order for a Non-Event Ticket Item (other than for a “PARKING ONLY”
event) as a standalone item, they are required to call Top Seller Support before fulfilling the
order. If the buyer confirms that he or she intended to buy the pass without the associated
ticket, the seller will be allowed to fulfill the order. Orders for such Non-Event Ticket Items
are subject to cancellation by StubHub or the buyer and you may be subject to other
consequences outlined herein or in the User Agreement.
(q) Paperless, Flash, Mobile, Will Call tickets. Except where permitted, tickets that cannot be
transferred by any of the approved StubHub methods (such as Paperless, Flash, and Will Call
and any variation of “pick up day of event”) are prohibited. If a seller uses a POS system that
allows these types of listings to be blocked, they should do so. Sellers may use the terms
“StubHub block” or “stubhub block” in their comments to block these listings when
uploading.

16
Top Seller Handbook - Revised February 2017

 StubHub does understand that sellers may be listing these tickets with other websites, so
StubHub will attempt to block or deactivate them. If these listings do make it onto StubHub,
the seller is responsible for notifying Top Seller Support so the listing can be blocked.
If a seller receives an order for such tickets, they should not fulfill it. Participants are
required to report an issue in My Hub within 24 hours of the order being placed so that the
buyer can be alerted and the order cancelled. Orders for such tickets are subject to
cancellation by StubHub or the buyer and you may be subject to other consequences
outlined herein or in the User Agreement.
On a case-by-case basis, as determined by StubHub in its sole discretion, StubHub may
permit Paperless, Flash, Mobile or Will Call Fulfillment for approved genres or sellers.
Contact Top Seller Support for details or approval.
(r) Listing tickets not In-Hand. StubHub allows sellers to post tickets that are not yet in their
physical possession, provided that the seller already has legal ownership of the tickets.
Speculation is not permitted.
(s) Pricing. Pricing tickets is the sole responsibility of, and at the sole discretion of, the seller
and must be done in accordance with all applicable laws. It is the seller’s responsibility to be
aware of these laws and abide by them when posting tickets for sale on StubHub. In
addition, inventory may not update in real time due to technology delays. It is the seller’s
responsibility to monitor and maintain the accuracy of their inventory once listings are on
the site. Under no circumstance may sellers cancel orders at one price and repost the same
tickets for a higher price (for example, as the result of any price regret on the part of the
seller).

4.2 FULFILLMENT POLICIES
(a) Fulfill orders with the exact tickets you listed within the correct shipping window.
Participants must fulfill orders with the exact tickets listed unless your tickets meet
StubHub’s “Row upgrades” policy above, or prior approval is granted to you before fulfilling
the order.
Buyers are given a delivery estimate based on sellers’ In-Hand Dates (IHD). StubHub incurs
significant incremental costs when these dates are not met, so sellers must provide IHD that
are, to the best of their knowledge, accurate.
You are encouraged to ship or upload tickets as early as possible. You must ship your tickets
no later than your IHD plus one business day (for UPS delivery) or your IHD plus one
calendar day (for electronic delivery).
If the sale occurs after your tickets are already in-hand, you have until one business day
(for UPS delivery) or one calendar day (for electronic delivery) after the day your ticket
sells to complete your sale.
17
Top Seller Handbook - Revised February 2017

 Please be advised that in the manual listing process, we now ask for the IHD and you are
expected to fill the order based on that IHD. For bulk uploaders, you can now include an
“InHandDate” column in your file and that date will be communicated to the buyer. This
date will default to 8 days prior to the event. If available, we recommend using the
InHandDate column so you can provide accurate delivery information to StubHub buyers.
Please refer to the User Agreement for additional consequences for not fulfilling the order
with the exact tickets you listed by the correct shipping window, as outlined above.
(b) Report an Issue. To report an issue, use the “Report an issue” link in the sales notification
email or on the "Open sales" tab in My Hub.
If your tickets sell within 72 hours of the event or via Instant Download, you cannot Report
an Issue online; instead, you must notify Top Seller Support.
If you cannot fulfill an order, StubHub may charge your Payment Method an amount equal
to 40% of the ticket price (excluding fees or delivery charges) to compensate StubHub for its
losses incurred under the FanProtect Guarantee from the dropped sale.
In some cases involving dropped sales that result in unusually large losses to StubHub (for
example, dropped sales involving large numbers of tickets or tickets with significant price
appreciation), however, StubHub reserves the right in its sole discretion to charge you the
full amount of the replacement costs StubHub incurs under the FanProtect Guarantee
(including costs in excess of 40% of the ticket price).
It is important to note that if you are unable to ship your tickets within the correct shipping
window, whether or not you report an issue within the specified time period, your metrics
may still be negatively impacted. StubHub monitors your DOR and Fault Rate and we reserve
the right to suspend your account or impose other consequences if your Fault Rate is
greater than or equal to 4% at any time over the last year. Sellers should be prudent in
providing accurate in-hand dates. StubHub is not required to call or email sellers before
cancelling orders that have not been fulfilled within the correct shipping window.
(c) Software and technology issues. If an issue arises due to technological complications,
please contact the technology owner to resolve your issue. StubHub will not compensate
sellers for technological errors.
Participants are required to meet their order obligations. You may use Real Time order
management systems to manage the pre-delivery of a ticket across multiple marketplaces
and are responsible for fulfilling the order on StubHub with a valid ticket. If you are unable
to fulfill your obligation, you will be subject to charges/fees or other consequences as
outlined herein.
Should StubHub place a hold on your order that results in a double sale, notify Top Seller
Support within 5 business days with your proof of double sale. StubHub will review claims

18
Top Seller Handbook - Revised February 2017

 on a case by case basis, and in its sole discretion, may waive seller liability under the Fan
Protect Guarantee.
(d) Converting Hard Stock tickets to PDFs. Sellers should be cautious when using 3rd party tools
to convert hard stock tickets to PDFs. Sellers assume all responsibility for any problems
using the tickets, including but not limited to cases of denied entry, removal from the event
or seats, or any other issue.
Use of 3rd party tools to convert hard stock tickets to electronic (PDF) tickets is prohibited
when doing so presents a significant risk of denied entry to StubHub buyers, as determined
by StubHub in its sole discretion. Attempting to use the 3rd party converted PDFs in the
following cases is prohibited:
o
The event is “paperless only” or “hard ticket only” and no electronic (PDF) tickets
are issued by the primary ticketing source for the entire event;
o
The entire section or zone is “paperless only” or “hard ticket only” and no
electronic (PDF) tickets are issued by the primary ticketing source for the seat
location the seller owns;
o
The seller attempts to change any other details on the tickets in the process of
converting them to PDFs, including section, row or seat numbers; and
o
The tools used to convert the tickets result in PDFs that have a low quality
appearance or do not closely resemble PDFs issued by the primary ticketing
source.
These cases may result in order cancellation, fees or charges to your account (including the
cost of replacement tickets, coupons, and refunds to the buyer), withholding of payments,
and other consequences. Issues stemming from converting tickets to PDFs (or any cases
where the seller has altered the section, row or seat location of the original tickets) may
result in temporary or permanent suspension of your selling privileges.
(e) PDF Delivery Delay Fulfillment Guidelines. As the industry starts to implement more and
more PDF delivery delays you, as the seller, will need to be diligent in fulfilling your orders in
a timely manner. In order to ensure prompt delivery when the primary has delayed issuing
PDF tickets please fulfill your orders as follows.
o
Delivery delays of 72 hours prior – fulfill within 24 hours of release (no later than
48 hours prior to event)
o
Delivery delays of 48 hours prior – fulfill within 24 hours of release (no later than
24 hours prior to event)
o
Delivery delays of 24 hours prior – fulfill within 12 hours of release (no later than
12 hours prior to event)
Events with delivery delays within 24 hours of the event will be handled on a case by case
basis. Please contact StubHub immediately upon learning of the delay, and we will instruct
you on specific fulfillment guidelines at that time. Please note that extreme delivery delays
may not be able to be supported. Please let Top Seller Support know of any primary delay
as soon as possible.

19
Top Seller Handbook - Revised February 2017

 5. FULFILLMENT METHODS
There are various fulfillment methods that govern how long a listing remains active on the site.
Regardless of fulfillment method, all LMS and Instant Download orders and sales taken within 72
hours of the event time are treated as final (the seller may be held liable for any dropped orders
and costs of replacement tickets).
Qualifying Participants can receive extensions on the period for which listings remain live on the
site, and may simultaneously have different listing extensions, although each set of tickets will
have just one extension type.
Upon request, Top Sellers may receive a 24 hour listing extension for PDF eDelivery or
integrated partner events and should follow the following guidelines to avoid substitution or
cancellation without prior notice:
o

o

o

Within 48-72 hours of local event time
All orders taken between 9AM and 5PM seller time must be fulfilled within 6 hours.
All orders taken before 9AM or after 5PM seller time must be fulfilled the next day
by 10AM local event time.
Within 24 to 48 hours of local event time:
All orders taken between 9AM and 5PM seller time must be fulfilled within 4 hours.
All orders taken before 9AM or after 5PM seller time must be fulfilled the next day
by 10AM local event time.
Within 24 hours before local event time:
All orders taken between 9AM and 5PM seller time must be fulfilled within two
hours.
All orders taken before 9AM or after 5PM seller time must be fulfilled the day of the
event by 10AM local event time.
All orders taken after 5PM seller time on the night of the event must be fulfilled
within one hour.

StubHub reserves the right to change the qualifications for any extension or to remove a seller
from an extension at any time.

5.1 UPS
By default, all listings are assigned a UPS delivery logistic, with the exception of listings for
events with integrated partners (aka barcode electronic delivery) or when explicitly indicated as
PDF eDelivery or LMS.
All UPS delivery listings expire approximately 3 business days prior to the event. Qualifying
Participants may receive a one day listing extension, allowing tickets to be listed or remain on
the site until approximately 2 business days prior to the event. To qualify, the Participant must
have a fault rate less than 1%, TTF greater than 9.0, and must ask Top Seller Support to grant
them permission.
20
Top Seller Handbook - Revised February 2017

 Any sales occurring in the extension window (72-48 hours before the event) must be shipped
that same day before 5PM in the seller’s local time zone.
UPS extensions may not apply for major events and may change with holidays that affect UPS
delivery times. Contact Top Seller Support for more information on major events and holidays.

5.2 INTEGRATED INSTANT eDELIVERY
Integrated instant eDelivery is only available for integrated partner events (e.g. most MLB
events and select NCAA events) and is where the seller uploads the ticket barcodes at the time
of listing the tickets (also known as “pre-delivered barcodes”). Tickets listed through either the
team season ticket account or on the StubHub site with pre-delivered barcodes can be active
until up to 2 hours before the event, 30 minutes before the event, event start time, up to 30
minutes past the event start time, or as otherwise specified, depending upon the particular
event. Please contact Top Seller Support for further details regarding individual partner event
buy/sell end times, as they will vary. Orders for these listings are delivered to the buyer
automatically upon their purchase, without additional seller action.
Please note that StubHub may share information with integrated partners. Refer to the StubHub
Privacy Policy for further details regarding “How We Use Information.”

5.3 INTEGRATED eDELIVERY
Integrated eDelivery is only available for integrated partner events. All tickets listed manually or
through an upload file are only delivered electronically after a seller submits a barcode. By
default, these listings expire 48 hours prior to the event. If a seller scans in the wrong barcodes
and that order is later subbed with the correct barcodes, it will count against the seller’s sub rate
(Fault Rate).
StubHub reserves the right to modify extended eDelivery listing conditions and guidelines at any
time.

5.4 PDF eDELIVERY
PDF eDelivery listings are labeled on the event page as “Electronic,” indicating to the buyer that
the tickets will be delivered electronically. These orders must be delivered by uploading a PDF to
StubHub. Please note that this is distinct from integrated partner eDelivery or integrated partner
instant eDelivery (both of which use barcodes to cancel/reissue tickets). By default, all PDF
eDelivery listings expire 48 hours prior to the event.
Participants who do not have the ability to add an eDelivery Column to their upload file should
contact Top Seller Support for access to an override tool to enable eDelivery listings on the site.
21
Top Seller Handbook - Revised February 2017

 Avoid uploading invalid PDF files. Do not upload invalid PDF files you created or PDF files from
scans, photographs, faxes, or copies of paper tickets or ticket printouts. Doing so may result in
order cancellation, possible charges/fees, and other consequences. Please refer to the User
Agreement section on “Consequences” for more important information.

5.5 PDF PRE-DELIVERY
All sellers may upload their PDF tickets during the listing process, which generally extends the
period for which the listing will remain live on the site. These pre-delivered PDFs generally
expire at the event start time (unless otherwise specified). Buyers will automatically receive the
PDF tickets upon completion of their order. Sellers cannot drop pdf pre-delivered orders
without penalty and may be held liable for any dropped orders and costs of replacement tickets.

5.6 LAST MINUTE SERVICES (LMS)
Sellers can list their tickets beyond the default UPS listing expiry time by guaranteeing the
physical (non-electronic) delivery of their orders through LMS. Sellers must first obtain LMS
approval and it is at the discretion of the local LMS office to approve or revoke a listing at any
time.
After submitting a LMS request, sellers will receive instructions on delivering the event tickets.
Sellers must provide the exact tickets listed for sale or the listing may not be approved for a
listing extension. If the seller does not disclose seat numbers on the listing, LMS will fulfill orders
with seat numbers from high to low. To prevent a double sale, it is the seller’s responsibility to
immediately inform the local LMS office if a ticket in LMS’ possession sells elsewhere. If this
ticket is fulfilled by LMS for a StubHub order, it will count against the seller’s fault rate. Dropping
LMS orders at any time may jeopardize a seller’s ability to use the service again in the future.
Sellers are responsible for requesting the return of unsold tickets directly from the local LMS
office.

5.6.1 REQUESTING LMS
To check on the availability of LMS for an event and request permission to list via LMS, you can:
1) See LMS info when tickets are listed for UPS delivery. In My Hub you will be able to see
the delivery information for LMS by clicking “Ticket drop off available”

22
Top Seller Handbook - Revised February 2017

 2) Check the LMS Remote Event Site to see if there is coverage for an event:
http://www.lms-remote-events.com/
3) Email the regional LMS office to confirm LMS coverage if you are unsure whether this
will be an available fulfillment option.

5.6.2 CONTACTING LMS
For a list of fixed, regional LMS Centers and additional information visit:
https://www.stubhub.com/pick-up-locations/

23
Top Seller Handbook - Revised February 2017

 Regional LMS offices can be reached via e-mail and should be contacted for LMS-related issues.
Responses should be provided within 24 hours.
o West Region: west.lms@stubhub.com
o South Region: south.lms@stubhub.com
o Midwest Region: midwest.lms@stubhub.com
o Northeast Region: northeast.lms@stubhub.com
o Canada: canada.lms@stubhub.com
o UK: lms@stubhub.co.uk

5.6.3 THIRD PARTY ORDERS AND POLICIES
When tickets are in possession of Last Minute Services (LMS), sellers are permitted to send nonStubHub customers to pick up tickets at the LMS location for a fee. Sellers are required to place
a LMS 3rd Party Pickup Order for each customer prior to customer pick up at LMS. To place an
order, visit https://lmsthirdpartypickup.com/. LMS 3rd Party Pickup Orders can be placed
through StubHub on a desktop computer only. Orders cannot be submitted through our mobile
app or a tablet device.
If a seller’s customer arrives at the LMS location without a LMS 3rd Party Pickup Order in place,
StubHub reserves the right to charge the seller double the third party fee for that event after
fulfilling the customer’s order. If StubHub cannot reach the seller, the order will not be fulfilled
until the seller contacts the LMS location or enters a LMS 3rd Party Pickup Order.
24
Top Seller Handbook - Revised February 2017

 StubHub reserves the right to revoke LMS selling privileges at its sole discretion, without notice,
for failure to follow the LMS 3rd Party Pickup Order Policy.

5.6.4 RESTRICTED SELLING EVENTS
Restricted Selling Events (“RSE”) are events where sellers must first obtain permission from Top
Seller Support and/or LMS to list tickets. Permissions are based on a seller’s performance
metrics, their history with LMS, and their acceptance of StubHub’s terms for that particular
event. Most RSEs will be LMS-only events and include, but are not limited to, Super Bowl,
College Football Playoffs, Final Four, Masters, and Ultimate Fighting Championship (UFC) events.

6. BULK UPLOADING POLICIES
6.1 BULK UPLOADING
Bulk Uploading is the process by which a seller uploads a correctly formatted, comma separated
value file (.csv) or a text file (.txt) of their inventory to StubHub. This file should be exported
from the seller’s POS software. Sellers must use the Top Seller site that they are assigned in
order to access the bulk upload tool.
Go to the assigned Top Sellers site:
1. Log in using username and password
2. Click on the Bulk Upload link on the top navigation bar
3. Browse, attach and upload an up-to-date inventory file
Include the following file headers, exactly as below (any differences can cause upload failures):
“Event,Venue,EventDate,Eventtime,Quantity,Section,Row,Seatfrom,Seatthru,Notes,Cost,TicketI
D,InhandDate,eDelivery_ind”
Optional columns:
o InHandDate: This column will assign an IHD to your listing. Make sure to provide an
accurate IHD with the format “MM/DD/YYYY” (e.g. “06/30/2010”). If no IHD is
specified in this column, the IHD will default to 8 days prior to the event.
o eDelivery_ind: This column is available to identify whether your tickets are
electronic (PDF). Noting these as “Y” will extend your listing as electronic fulfillment,
not UPS. If your listings will not have electronic fulfillment, either include “N” or
leave the field blank.

6.2 BULK LOADING VIA FTP
StubHub can accept files via File Transfer Protocol (FTP). Sellers can separately set this up on
their computers using a third party program that enables the transfer of files (e.g. “Cute FTP”).
25
Top Seller Handbook - Revised February 2017

 To price accurately and maintain up to date inventory, sellers are strongly encouraged to upload
files frequently, but no more than every 10 minutes, and to validate their inventory and prices
prior to each upload. Please contact Top Seller Support for proper FTP settings.

6.3 UNMAPPED LISTINGS
If listings do not appear on the appropriate event pages, they may have gone unmapped. This
could happen if events are not yet built on StubHub or if the listing needs to be manually
mapped. Review the ABL Unmapped Event Listings report in the Top Seller Data Portal to view
unmapped listings. Contact Top Seller Support immediately if a listing has gone unmapped or if
your listing maps to an incorrect event.

6.4 SELL-SIDE MARKUP
Please note that Markups Are based only on volume sell fee incentives and are therefore
applied equally to all of your listings on Stubhub.
If you are selling tickets over $100 you will be charged 3% less plus $3, but your payout will be
equal to what you otherwise would have expected based on your volume incentive alone. In
other words, when you list a ticket on StubHub, your ticket cost will be lowered, rather than
your payout being increased. If you would like to increase your payout you must adjust your
ticket cost. Please note that when you adjust your ticket cost, your ticket cost will be
automatically lowered by our system before it goes live on our site. If you would like to have
additional controls over your pricing, we would recommend moving to an API based platform.

7. ORDER FULFILLMENT
7.1 SALES NOTIFICATIONS
When tickets sell, sellers are sent:
o An email with sale confirmation, a link to complete the sale, and a link to report an issue
o An alert on the My Hub page
Without limiting our other rights and remedies, StubHub reserves the right to cancel orders in
the event of buyer fraud. See “Section 9: Fraud” for more details.

7.2 FULFILLMENT METHODS
Upon sale, the sales notification page will indicate the method of fulfillment. Sellers must fulfill
the order by the specified method. Sellers shall not change orders with UPS fulfillment to LMS
drop-off, even if the seller is approved to sell with LMS for other orders.

26
Top Seller Handbook - Revised February 2017

 7.3 UPS ORDERS THAT SELL WHILE AT LMS
If tickets are at LMS and sell before the UPS cutoff, LMS will ship your tickets. If tickets are in
transit to LMS after the UPS cutoff, sellers need to notify LMS if they need tickets shipped.
Failure to contact LMS in a timely manner to request that LMS ship the tickets to the buyer can
subject the order to cancellation or substitution and/or negatively impact a seller’s performance
metrics. If there are exceptions that create late shipments, sellers should notify Top Seller
Support. LMS will aim to ship all tickets as quickly as possible.

7.4 UPS HOLIDAYS
Sellers are responsible for knowing which days UPS does not ship. Cutoff times are subject to
change for UPS orders.

7.5 SHIPPING TICKETFAST OR PDF TICKETS
For UPS orders, if a seller is printing out TicketFast or PDF tickets, we strongly suggest the use of
color ink and security paper. These measures provide the buyer with confidence and reduce the
chances of issues occurring with the order.

7.6 REQUESTING A NEW SHIPPING LABEL
If a new shipping label is needed, send a request to SellerServices@StubHub.com. This email
channel should only be used to request an airbill when the existing airbill is no longer sufficient.
For example:
o When the seller has a two-day label that needs to be changed to an overnight label
o When the buyer requests a change of address and the seller is waiting for a new airbill
from Customer Service
If a new label is needed because you are shipping after the In-Hand Date has passed, you may
be subject to additional fees, charges and other consequences. For urgent issues, please contact
the Top Seller Hotline directly.

7.7 INCORRECT TICKETS
Sourcing and/or shipping incorrect tickets creates a negative experience for both buyers and
sellers. In the event incorrect tickets are sourced or shipped, follow the guidance below:

27
Top Seller Handbook - Revised February 2017

 If the seller…
receives tickets that do not exactly
match what was sold on the order
shipped incorrect tickets that have
not yet reached the buyer
shipped incorrect tickets that have
already reached the buyer,
entered incorrect ticket barcodes,
or uploaded an incorrect
electronic (PDF) ticket

Seller should…
contact Top Seller Support prior to shipping to verify if
the buyer will accept the other tickets.
immediately contact Top Seller Support to research the
order and potentially stop the shipment.
immediately contact Top Seller Support to research the
order. Sellers may be required to immediately ship the
correct tickets to the buyer using the StubHub provided
airbill, enter new barcodes or upload new PDFs.
StubHub also provides a return airbill to the buyer so the
incorrect tickets sent via UPS can be returned to the
seller.

If incorrect tickets are delivered, even if the seller has correct tickets to send, StubHub reserves
the right to cancel the order or source replacement tickets from another seller. Sellers must
send the buyer correct tickets before they can expect return of the incorrect tickets. StubHub
cannot guarantee the return of incorrect tickets or the return of tickets in time for the event.
If incorrect electronic (PDF) tickets were uploaded, StubHub can confirm whether the buyer has
viewed the original/incorrect tickets. If the incorrect tickets have been viewed by the buyer,
sellers are encouraged to reissue the PDFs with new barcodes when possible.
StubHub tracks the delivery of incorrect tickets very closely. Sourcing and/or shipping incorrect
tickets may subject the Participant to consequences outlined herein or in the User Agreement.

7.8 SUBSTITUTIONS
If the buyer receives tickets which are not the tickets represented by the seller in the listing, or if
the seller cannot or does not ship the tickets within the correct shipping window, the tickets are
subject to possible substitution. StubHub expects sellers to provide the tickets as represented
and sold on StubHub. Buyers and StubHub have the option to cancel the transaction for any
reason if a substitution is necessary.
Sellers should regularly monitor their Aging Orders report in the Top Seller Data Portal or the
Open Sales tab in their StubHub Account to ensure orders are fulfilled on time and avoid
possible substitution by StubHub.
Substitution Tips and Notes:
o Substituting with tickets not in seller’s inventory. If a seller cannot fulfill an order
through their original inventory, they may (after contacting StubHub) attempt to secure
replacement inventory to complete the transaction. Sellers cannot request that StubHub
offer specific tickets listed on StubHub as substitute tickets (subs). They must secure the
tickets themselves prior to offering the tickets as subs. If the seller cannot offer suitable
alternate tickets, or if the subs are refused by StubHub or the buyer, the seller’s account
will be marked with a Dropped Order, which will affect the seller’s overall account
standing.
28
Top Seller Handbook - Revised February 2017

 o

o

Subs offered to buyer. Subs must be offered at the same (or discounted) price as the
original transaction with comparable locations (determined by StubHub). To ensure the
highest Sub acceptance rates, sellers can offer obvious upgrades at no additional cost.
Indicating the offer of Subs: If the seller has Subs, he or she should indicate this on the
Report an Issue form, which is linked through the sales notification email or on the
"Open sales" tab in My Hub.

8. CANCELLED AND RESCHEDULED EVENTS
8.1 CANCELLED EVENT POLICY
An event is deemed cancelled when StubHub has determined that there is no rescheduled date
for the event. A contingent event (e.g. playoff game) is considered cancelled if it is not played.
When an event is designated as cancelled an email will be sent to the seller. StubHub will review
and determine, in its sole discretion, which cancelled events may qualify for a refund.
If you need your tickets back, please contact us within two weeks of the event cancellation.
StubHub will attempt to obtain the tickets back from the buyer and return them to you, but
cannot guarantee that this will occur.
If the tickets delivered were originally electronic tickets of any type, whether delivered
electronically or printed out and delivered via UPS or LMS, it will be assumed that the seller has
retained their original electronic file and does not need printouts returned.
Playoff tickets or tickets for other contingent events that are cancelled will not be returned to
sellers.
If a seller has already received payment, StubHub reserves the right to retrieve these funds by
charging the seller’s credit card or payment method on file for the payment amount. If the seller
prevents StubHub from retrieving the funds, StubHub reserves the right (among other
consequences) to suspend all selling permissions and benefits, and withhold future payments
until the matter is resolved.

8.2 RESCHEDULED EVENTS
Rescheduled events are defined as any event where the time and/or date are changed by the
team, venue or artist. As circumstances of rescheduled events may vary, we evaluate
rescheduled events on a case-by-case basis to determine the appropriate course of action. In
some cases, the venue or team will honor tickets with the original event date.
If the venue requires new tickets for the rescheduled event, StubHub may deem the event
cancelled. If this occurs, a refund will be issued to the buyer and the seller will not be paid. If a
seller has already been paid, StubHub reserves the right to retrieve the funds by charging the

29
Top Seller Handbook - Revised February 2017

 seller’s credit card, or payment method on file, for the payment amount. See the full cancelled
event policy herein.
In some cases, sellers may be expected to send new tickets to the buyer for a rescheduled
event. If new tickets are required, StubHub will contact sellers with the steps they need to take.
If the seller does not send the new tickets and the buyer is denied entry to the event with the
original tickets, the seller may be liable for the full amount of the order and any costs associated
with satisfying the buyer, including replacement costs. If new tickets are required for a
rescheduled event and the seller has not received a cancellation notice or instructions from
StubHub to re-fulfill the order, the seller must contact StubHub prior to the event.

9. FRAUD
StubHub reserves the right to cancel any order that it deems fraudulent. If it is determined that
an order is fraudulent on the buyer side, StubHub’s Trust and Safety Department may contact
the seller with a cancellation. We ask that Participants help resolve these orders in a cooperative
fashion.

10. PAYMENTS & CHARGES
10.1 PAYMENT TIMELINE
Payments to Seller (PTS) represent amounts due to a seller for his or her Ticket Sales. The
amount due to the seller is for the ticket price less the seller fee, plus or minus any adjustments
to payout for changes to the order (e.g. charges and penalties).
PayPal is the default method for paying sellers, although sellers also have the option to be paid
by direct deposit. For certain integrated partners, payment by crediting a season ticket account
is also available (“Credit My Team Account”). Payments are generally processed within five
business days after confirmation of delivery to the buyer for all fulfillment methods. Exceptions
apply for contingent or high profile events (e.g. Super Bowl), where StubHub will begin
processing PTS after the event has taken place. Actual seller payment receipt will vary
depending on the payment method chosen.
StubHub reserves the right to review orders and withhold payments if complications exist with
the order or if the seller has outstanding accounts payable on other transactions or accounts.

10.2 PAYPAL PAYMENTS
PayPal enables individuals and businesses with an email address to securely, easily, and quickly
receive payments via email. As stated above, PayPal is the default payment method for all
sellers on StubHub. StubHub absorbs PayPal fees when submitting payments. The email in the

30
Top Seller Handbook - Revised February 2017

 seller’s StubHub account is the default email to which payments are sent. The payment email
can be changed under My Hub.
PayPal payments are made 7 days a week and deposited as a separate payment for each sale.
Once your payment is deposited in your PayPal account, you can withdraw your funds via check,
PayPal debit card, or transfer to another account.
Issues with PayPal that are out of StubHub’s control can occur and affect payment timing.
Additionally, issues between the seller and PayPal regarding their PayPal account must be
resolved directly with PayPal, and not with StubHub.

10.3 DIRECT DEPOSIT PAYMENTS
Direct deposit payments are sent directly to your bank account. You can sign up for Direct
Deposit from My Hub by adding your bank account and routing number. Please note we can
only support Direct Deposit to U.S. bank accounts.
When you sign up for Direct Deposit, bank deposits will occur Monday-Friday with payments
batched into one deposit per day. You can view the details of each batched payment in the
Batch Payments Report in the Top Seller Data Portal.

10.4 CHECK PAYMENTS
As of February 16, 2017, StubHub will be retiring the check payment option and will be moving
entirely to electronic payments via PayPal and Direct Deposit (or Credit My Team Account,
where available).

10.5 CREDIT MY TEAM ACCOUNT PAYMENTS
If you listed your tickets from select MLB team accounts, or from another account with an
integrated StubHub partnership, you may have the option to credit your payments to your team
account. This payment option is only available for certain partners of StubHub and is accessible
on the Payment Options page when listing your tickets.
If you select this option, we will send payment to the partner and they will credit your payments
to the season ticket account associated with the tickets listed. Credit My Team Account
payments are processed by the 15th of each month. The timing for when the credit appears in
your team account depends on the team.
Once a payment is issued to your season ticket account, it cannot be cancelled and reissued via
any other payment method (e.g. check or PayPal). If a seller has selected payment via Credit My

31
Top Seller Handbook - Revised February 2017

 Team Account in error and the payment has already been issued, the seller needs to resolve the
issue with the partner directly, and not with StubHub.

10.6 RECONCILIATION REQUESTS
If an order is not paid and the seller believes that they are owed payment, they should first
check the Payment History in their StubHub Account to locate the payment. If the payment
cannot be located, sellers may contact Top Seller Support to reconcile the order. Participants
should email Top Seller Support with the appropriate information, including the missing
StubHub Transaction IDs, event dates, dollar amounts, and any other relevant information.

10.7 CHARGES
If a seller receives payment for an order which later needs to be reversed or recouped or if the
seller is charged a penalty or replacement costs (e.g. for a dropped order), StubHub will issue a
charge to the credit card on file or apply a credit memo to a future payment (see Credit Memo
Statements section below for additional details).
The default charge method for Participants is via credit memo. We may not be able to honor
requests to only charge a credit card instead of recouping funds owed via credit memo.

10.8 CREDIT MEMO STATEMENTS
Sellers who use PayPal as their payment method are able to check the Top Seller Data Portal to
locate an itemized statement showing details of any credit memos applied to the account.
Sellers who use direct deposit as their payment method can view the Batch Payments Report in
the Top Seller Data Portal for an itemized list of payments included in each batched deposit,
which includes any payments and credit memos.

32
Top Seller Handbook - Revised February 2017