Ticketsolve Protect: Overview & FAQs

Natalie Watson
Updated

What is Ticketsolve Protect?

Ticketsolve Protect is our integrated ticket refund protection product that gives your customers the option to safeguard their tickets at the point of purchase, all built directly into the booking journey.

This product not only improves the customer experience by offering peace of mind, but also creates a new revenue stream for your organisation with minimal extra effort. It’s easy to activate, simple for customers to use, and delivered in partnership with Refund Protect - a trusted global leader in refund protection.

Why did we build Ticketsolve Protect?

We built Ticketsolve Protect to enhance the booking experience for customers and generate additional revenue for organisations.

Feedback showed that third-party refund protection often came with clunky purchase flows, rigid one-size-fits-all pricing, and time-consuming manual setup and reporting. So we built Protect to be fully integrated, offering a smoother, more flexible experience from start to finish. 

Ticketsolve Protect is powered by Refund Protect (a product of Protect Group). After plenty of research and conversations with organisations and experts in the industry, we chose them because they’re a trusted global leader in refund protection, working with organisations around the world. They have a 4.8/5 Trustpilot rating and the easiest, most customer-friendly refund application process we found, making them a great fit for Ticketsolve.

Ticketsolve Protect key features

  • Seamlessly integrated: Built directly into the Ticketsolve booking journey, both online and in the box office.
  • Easier for your customers: One-click add-on at checkout. No separate forms or third-party redirects.
  • Customer comms? Covered: Everything’s included in the Ticketsolve confirmation email. No extra emails for your team to send.
  • Extra revenue, zero effort: You keep 25% of every Protect product sold. Sell £1,000 in protection? You keep £250 - no admin required. If a customer makes a successful refund application, Refund Protect pay the refund.
  • Fast, simple refund application process: Handled entirely by Refund Protect, with most payouts landing in the customer’s account within 4 hours.
  • Fair, smart pricing: No more fixed protection costs. The price adjusts based on the customer’s cart - low spend, low fee. High spend, higher refund protection.
  • Resell refunded tickets: When Refund Protect refunds a ticket, you can put it back on sale, so you can sell it again and generate revenue twice from the same ticket.

See it in action

The customer journey

Here’s how simple the refund protection process is for your customers:

  1. Adding refund protection: During checkout, customers are given the option to add refund protection to their tickets with a single click.
  2. Confirmation: After booking, the confirmation email includes their ticket details, refund protection information, and a direct link to submit a refund application.
  3. They attend their event… or not: If everything goes to plan, great! But if something gets in the way (like illness, injury, or a transport issue), they can request a refund.
  4. Submitting a refund application: If something unexpected happens, customers use the refund application link in their email to complete a short online form in the Refund Protect portal.
  5. Receiving a refund: Once approved, most refunds are processed within a few hours, with no action needed from your team.

How pricing is calculated

Ticketsolve Protect uses smart pricing to calculate refund protection costs in real time, adapting to each transaction based on factors like booking value, timing, and market trends. This ensures customers see fair, personalised prices - boosting opt-in rates and helping you generate more revenue.

For full information, read the Dynamic API Fact Sheet.

Your revenue share and invoicing

Ticketsolve Protect is a revenue-generating product for you.

For every Ticketsolve Protect product sold, you will receive 25% of the fee charged. As an example, if you sell a Ticketsolve Protect product at a value of £20 to the customer, you’d receive £5 in revenue from that sale.

Ticketsolve will receive 25% of the revenue, which helps support us in providing this service to you, including the ongoing maintenance, support, and development needed to keep the product running smoothly and optimally for your customers. The remaining 50% of the revenue goes to Refund Protect.

You (the venue) receive 100% of the Protect product revenue upfront at the point of sale. Then, one month later, we’ll invoice you for the 75% that’s due back - 25% to Ticketsolve and 50% to Refund Protect.

If a customer submits a successful refund application, Refund Protect pay the refund - meaning you keep the full revenue from the tickets sold, plus your 25% share of the Protect product purchased.

Important Ticketsolve Protect rules & behaviour

  • Ticketsolve Protect must be opted in for during the original ticket purchase. It cannot be added retrospectively.
  • Protect must cover all tickets in an order; it's not possible to add ticket protection to only selected tickets in the cart.
  • Ticketsolve Protect applies to tickets and booking charges/fees. It does not apply to any products purchased. If a refund application is successful, the refund will cover the ticket(s), charges/fees, and the cost of the protection paid.
  • Ticketsolve Protect is non-refundable unless the entire booking is cancelled and qualifies for a refund under the Refund Protect terms.
  • Refunds can be requested for part of a booking (for example, 1 of 4 tickets), allowing the remaining tickets to remain valid.
  • In the instance of event cancellation, Ticketsolve Protect is not applicable.
  • Protect cannot be purchased using Vouchers or Rewards as the payment method. On the Payment stage, the option to pay with a Voucher or Reward balance will not be displayed. 
  • Refunds can be applied for at any time before and up to 60 days after the event date.

What’s protected and what’s not

What’s protected?

Protected reasons include (but aren’t limited to):

  • Illness / Injury
  • Pre-existing Medical Condition
  • Theft of Documents
  • Public Transport Failure
  • Home Emergency
  • Adverse Weather
  • And many more!

Examples of what is not protected include change of mind, booking error (wrong date) and event cancellation.

Full terms and conditions can be viewed at https://www.refundable.me/refund-protect/en 

How customers make a refund application

When customers need to make a refund application, they go straight to Refund Protect, who handle the entire refund process from start to finish. No chasing, no extra admin for you - just a quick, hassle-free experience for your customers.

The customer can access their refund application portal by clicking the link in the Ticketsolve Protect section of their Checkout Mailer.

FAQs

Does Tickesolve Protect apply to tickets with discounts, concessions, or early bird pricing?
Yes, Ticketsolve Protect is available on discounted tickets. It is also available on tickets like Concessions or Early Bird, where the discounted price is already set as the actual ticket price.
How does Ticketsolve Protect work on instalment payments? 
The full cost of the Protect product (based on the total ticket price) is charged up front with the first instalment. Remaining instalment payments will not include Protect, since it’s already been paid for at the start.
Is Protect available for multi-date events such as educational classes, and how are refunds handled?
Yes, Ticketsolve Protect can cover tickets that span multiple dates. In these cases, if a customer makes a refund application, the Refund Protect team will review the dates of the missed classes and issue a partial refund based on the proportion of the event the customer was unable to attend.
How do customers contact Refund Protect?
If you, the organisation, need to contact Refund Protect, please give your Customer Success Manager a call and they can provide you with internal contact details. They do not provide a direct email address or phone number for end customers - this is intentional as their goal is to keep all customer communication within their refund platform to ensure all data is securely managed in one place. You can find more information for end-customer communications here.
What happens if an event is rescheduled?
Event cancellations or reschedules are handled by you, the venue/organiser, under your existing terms. If an event is rescheduled, then Protect remains valid for the new date. If a customer can't attend the rescheduled event due to a reason within the Protect terms and conditions, they are still be eligible for a refund.
What happens if an event is cancelled?
Event cancellations or reschedules are handled by you, the venue/organiser, under your existing terms. If an event is cancelled, Ticketsolve Protect is not applicable as it falls outside of the Protect terms and conditions. In these situations, any refunds issued will be at your discretion and in line with your standard cancellation policy. 
While it’s up to you, it is generally not recommended to refund the Protect fee. If you choose to do so, please be aware that you’ll be refunding the full Protect product value to the customer, resulting in a refund that is more than the amount you received from the original sale. In the provided end-customer ts & cs you may want to use on your website, it states to the customer that in the case of event cancellation, Protect is not applicable, so you may wish to use these or alternative wording to the same effect.

Text for your own Terms & Conditions or customer info pages

If you’d like to include details about Ticketsolve Protect in your organisation’s Terms & Conditions or customer-facing pages, you can use the suggested copy below.

What is Ticketsolve Protect?

Ticketsolve Protect is an optional add-on product provided by Ticketsolve, administered by Refund Protect. If you opt in to Ticketsolve Protect, your tickets are fully refundable if something unexpected stops you from coming to the event.

What’s protected?
Protected reasons include (but aren’t limited to):

  • Illness / Injury
  • Pre-existing Medical Condition
  • Theft of Documents
  • Public Transport Failure
  • Home Emergency
  • Adverse Weather
  • And many more!

Examples of what is not protected include change of mind, booking error (wrong date), and event cancellation.

Full terms and conditions can be viewed at:
🔗 https://www.refundable.me/refund-protect/en 

  • Additional information
    Ticketsolve Protect must be opted in for during the original ticket purchase. It cannot be added retrospectively.
  • Ticketsolve Protect applies to all tickets in an order, including booking charges/fees, and the refund protection fee. It does not apply to any products purchased.
  • Refunds can be applied for any time before and up to 60 days after the event date.
  • Ticketsolve Protect is non-refundable unless the entire booking is cancelled and qualifies for a refund under the Refund Protect terms.
  • Refunds can be requested for part of a booking (e.g. 1 of 4 tickets), allowing the remaining tickets to remain valid.
  • In the instance of event cancellation, Ticketsolve Protect is not applicable.

Want to apply for a refund?
If you are unable to attend the event for a protected reason, you can apply for a refund by clicking the link in your confirmation email or visiting: https://form.refundable.me/forms/refund 
(Your booking reference is your order number.)

Refund applications are handled directly by Refund Protect via their secure refund portal.

Want to know more?

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