u/LifeguardSimilar698

I sold 2 tickets in January 2026, I immediately transferred it and have proof of the buyer accepted it. 1 month before the event Aug 15, i kept getting emails from stubhub to transfer the ticket. Apparently the buyer was having trouble accessing them. I submitted proof of the ticket accepted email, screenshot of my seatgeek dashboard showing the tickets have been transferred. I went back and forth with customer service, and they sent this email saying to ignore the emails:

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Hi there! We’ve checked your sale and confirmed that it’s already fulfilled — the tickets have been successfully transferred to the buyer, and proof of transfer is visible on your account. No worries, we’ve escalated this to our internal team to mark the sale as fulfilled. No need to reply.  

Also, please ignore any recent or upcoming emails that may ask you to fulfill the sale, as we’ve already partnered with our internal team to have this marked as completed.

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Now the event has passed, they canceled the sale and charged me $600 for not delivering the tickets. This is their email:

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We understand your concern regarding payment. We can see that you previously provided proof of transfer and that on 12 August 2026 your case was escalated after it was confirmed that the tickets had been transferred and proof was visible on the account.

However, we can also see that the order was later reviewed by our Mobile Troubleshooting team and the buyer was issued a full refund. As a result, the sale is currently showing as cancelled and the buyer order is in a Fully Refunded status.

At this time, we are unable to confirm payment eligibility. Any decision regarding payment or seller charges will be determined through the internal review of the case history and the documentation submitted for this order.

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At first they told me not to worry since my proof has been approved, but now after the event has passed they won't pay me and charge me.

Has anyone been in this situation? What should I do?