Ohio Attorney General David Yost signed an agreement with online ticker reseller StubHub to issue thousands of refunds to the state's residents on Tuesday.

Ohio along with Arizona, Arkansas, Colorado, Indiana, Maryland, Minnesota, New Hampshire, Virginia, Wisconsin, and the District of Columbia launched an investigation into the company after violating its own policy called the "FanProtect Guarantee."

The policy states that fans would receive full refunds for ticket purchases and additional fees if an event was canceled, but StubHub suspended the policy at the beginning of the COVID-19 pandemic in March 2020. More than 12,000 people had purchased tickets for events in Ohio through the retailer before March 25, 2020. 

When the ticket service began denying customers refunds, they instead chose to offer credits equal to 120% of their purchases to future events. 

This raised concerns with AG Yost, who lead the investigation against StubHub. The company agreed to sign the settlement after Yost filed a complaint in a Franklin County Common Pleas Court.

"We'd all like a refund from the ride COVID has taken us on, but in this case, there was written policy not followed," Yost said. "That's why we went to bat for Ohioans here and put money back in their pockets." 

StubHub also faces a $651,100 civil penalty but will avoid paying that fee if it issues refunds that are owed to ticket-buyers and follows the agreement demands, which would see the company honor its refund policies as well as promptly processing any refund requests it receives going forward. The company will also not be permitted to change its refund policies for purchased tickets unless the purchasing consumer agrees. 

Consumers who have not been contacted by StubHub and believe they are entitled to a refund may contact either StubHub or the Attorney General's Office at www.ohioattorneygeneral.gov.