From an advantage standpoint, the value proposition StubHub has been able to bring to the secondary market is to insert consumer protections into ticket resales. Whereas traditionally ticket resales were often done on street corners, in front of venues and whatnot, StubHub intermediates the buy and sell process and offers to our sellers and to our buyers a level of customer protection that was not available before.
For example, if you transact on our site, we have 100-plus staff who work on our trust and safety team to verify the validity of those tickets and to intermediate the payment between the buyer and seller in order to ensure that in the very rare instances that something goes wrong with our transaction or a ticket is sold that is not valid, we're able to stop the payment to the seller, discourage that type of activity and make the buyer whole—to refund them the money inclusive of fees that they spent.
StubHub actually goes above and beyond most of the industry, in the sense that our first recourse is not a refund. Our first recourse will be to try to source a ticket for that seller to make sure they get to experience the events they want to experience. Our customer service program was actually named by Newsweek in 2019 as the best customer service program for all of the ticketing market in the U.S. It's something we take very seriously. We're very proud of it and we believe it's why we've earned the trust of fans in this market.