Denver Broncos fan mistake on StubHub.com costs him nearly $600 to sell his tickets against Chargers

DENVER - A Denver Broncos fan trying to sell his tickets online ended up having to pay nearly $600 to sell his seats.

Season ticket holder Dan Ariel will be out of the state for next month's Thursday night game against the San Diego Chargers. He posted four seats for sale on StubHub.com. The tickets sold in a matter of hours.

When the buyer received the tickets in the mail, that's when the expensive lesson was learned.

The tickets were listed for Section 104, Row 4. But the tickets the buyer received were for Section 104, Row 38.

"It asks you the row, I wasn't paying attention. I typed in four again," Ariel said, explaining his error in filling out StubHub's online form.

Ariel walked 7NEWS through the ticket-listing process. Sellers first put in the quantity, in this case, 'four.' Next, the seller types in the section: "Field Level Sideline 104." Then, the seller types the row number. Ariel typed, 'four' instead of 38.

"I wasn't trying to pull one over on anyone, I was just trying to sell my tickets," said Ariel.

He even posted some comments about his tickets including the term, "under overhang" since his row 38 seats are covered by the upper level.

"I think most people would realize that row four is not under an overhang unless you're in a basketball arena," said Ariel.

Instead of refunding the buyer's purchase, StubHub found the buyer comparable seats and sent Ariel the bill to cover the price difference.

"I'm responsible for a $566 charge and some buyer is now sitting third row, 50-yard line, basically on my dime," said Ariel. "In what other industry do you go to return something and end up with a superior product for the same price you paid for the inferior product you returned? It doesn't make a lot of sense to me."

Ariel showed 7NEWS his selling history, revealing he has sold tickets to multiple Denver Broncos games since last year, all in Section 104, Row 38. All his sales were successful, with no issues.

7NEWS contacted StubHub about the decision to charge the seller for the buyer to get better seats. A spokeswoman directed us to the company's "FanProtect Guarantee," which reads:

"If, prior to the event, the tickets you received are not the same or better than the ones you ordered, give StubHub a call at 1.866.STUBHUB (1.866.788.2482) right away. If StubHub determines that you did not receive tickets that are the same or better than the ones you ordered, StubHub will either (in StubHub's sole discretion): (i) provide you with replacement tickets that are comparable or better than the tickets you ordered; or (ii) StubHub will issue you a refund for the cost of the tickets, including service fees and shipping and handling charges."

To see the entire FanProtect Guarantee, click on this link: http://ch7ne.ws/17nsSH8

7NEWS asked what goes into the discretion StubHub uses to decide if the transaction will result in a refund or comparable seats. The spokeswoman wrote, "When an error is made on the seller side, we are bound by the FanProtect Guarantee to make it right for the buyer."

She also referenced the site's user agreement, which must be agreed to in order to sell tickets on the site.

It states, "You agree to provide correct and accurate information about the tickets or related passes you list on the Site."

To read the entire user agreement, click on this link: http://ch7ne.ws/1h20DmE

StubHub also has a FanProtect Guarantee for Sellers, but there is no reference to charging the seller for incorrect information.

However, StubHub provides a 48-hour window after someone buys the tickets, for the seller to report any issues with the tickets, with no penalty. Not realizing he had listed the tickets incorrectly, Ariel mailed the tickets.

"I definitely admit that I made a mistake. It just doesn't seem like it's a $566 mistake, when it seems there's a much more reasonable solution to this problem … for a game that wasn't for another month," said Ariel. "I don't think they should feel sorry for me. I think this is more, just kind of a seller beware thing; that when you're going to sell tickets online, you need to read the fine print."

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