Q: I ordered three sets of tickets for a UFC event through StubHub. The first two orders were refunded when I proved I never received the tickets. But StubHub is denying a refund for the third order, worth $4,605, even though I sent multiple emails showing I never received that ticket either.

StubHub claims I never contacted them about the third order, but that’s not true. I have emails going back weeks -- including one where they told me the refund was in its final stage. Then, without warning, they denied the refund because the seller claimed they transferred the tickets.

I’ve sent them screenshots of my Ticketmaster account showing no tickets were delivered. They’re just playing games at this point. Can you help me get a refund for this third order? --Roland Nazariyan, Granada Hills, California

A: You shouldn't have to go to the mat with StubHub to get your money back. If you received a refund for the first two orders after proving the tickets never arrived, the third one should have followed the same process. Instead, StubHub kept changing the rules — first acknowledging the problem, then pretending it never happened.

You kept a solid paper trail, which is key in a case like this. I reviewed your correspondence, and it was clear you had been communicating with StubHub all along about that specific order. You provided the order number, documented every step, and shared screenshots proving the tickets never landed in your Ticketmaster account. (Nice job, by the way!)

Remember, you can always escalate a problem to a higher level by contacting the customer service executives at StubHub. I publish the names, numbers and email addresses of the StubHub higher-ups on my consumer advocacy site, Elliott.org.

Remember the key moves for overcoming a customer dispute in case this ever happens to you again (which I hope it won't). First, keep a meticulous paper trail. Emails, screenshots, support tickets — anything that proves you tried to fix the problem. Companies may claim you didn’t reach out, and your only defense is written proof.

Second, never rely on phone calls alone. If the conversation doesn’t exist in writing, it might as well have never happened. If you must call, always follow up in writing. And finally, don't wait to escalate. If you’re getting nowhere with frontline agents, ask for a supervisor or file a formal complaint. Waiting too long can make your case harder to resolve.

I contacted StubHub on your behalf. To its credit, it admitted that while the seller had provided proof of transfer, you were left in the dark. A StubHub rep told me, “While this appears to potentially be a case of buyer error, we could have done a better job assisting the customer in locating his tickets.”

StubHub finally submitted, to borrow an MMA term. It refunded your ticket and also offered you a coupon for 25% off a future purchase as a goodwill gesture.

©2026 Christopher Elliott. Distributed by Tribune Content Agency, LLC.