How to enable Ticketsolve Protect
Ticketsolve Protect can be enabled across the Account, or on specific Subdomains, Programs, Shows or Events only.
To enable Ticketsolve Protect, contact Ticketsolve Support, you will first need to agree to the user terms and have Protect added to your account.
Add the required information
1. Go to Settings > General Settings (or Subdomain settings) >"contact details".
2. Add your Box Office or Customer Service email address into the "support_email" field. This is to pull through into the checkout mailer to let customers know who to contact if they want to make a change to their order.
3. Click Update to save.
4. Ensure that the {{ protect_details }} merge field is in your MJML Checkout Mailer.
Enabling at the Account level
1. Go to General Settings, and find the "Protect" setting.
2. Tick the box to enable and then click Update to save.
(If you need to disable any specific Shows or Events, simply go to Manage > into the Show or Event-level settings and disable the "protect" setting for that show or event.)
Enabling at the Show level
Protect can also be enabled on specific shows and events only. To do this, Protect must be enabled at the Account level, disabled at the Subdomain level, and then enabled at the Show or Event level.
1. Go to General Settings, and find the "Protect" setting.
2. Tick the box to enable and then click Update to save.
3. Go to Subdomains > [select your Subdomain] > across to the Settings tab.
4. Find the "Protect" setting and click the box to disable it, then click Update to save.
5. Go into Manage > into the Show or Event level settings.
6. Find the "Protect" setting and tick the box to enable, then click Update to save.
Excluding from a Price
Protect can be excluded from specific ticket prices if required by adding a Tag to the price.
1. Go to Manage > Pricing.
2. Select your Pricing Scheme and then select your Ticket Price.
3. Add the 'skip_protect' Tag and click Update to save.
If a cart now contains tickets at this price, it won't be possible to add Protect when going through the checkout process.
Important Ticketsolve Protect rules & behaviour
- Ticketsolve Protect must be opted in for during the original ticket purchase. It cannot be added retrospectively.
- Protect applies to all tickets in an order; it's not possible to add ticket protection to only selected tickets in the cart.
- 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.
- 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.
How to sell Ticketsolve Protect at the Box Office
1. Add all required items to the cart.
2. Make sure that a customer record is added to the cart.
3. Click the Shield icon to load the Protect modal.
4. Read out the script in the Protect modal and the price if the customer wants to protect the tickets in their cart. It's important that you read the full script to the customer.
For additional guidance on selling Ticketsolve Protect, please see the language guidance and compliance section below.
4. Select the customer's choice:
- If the customer answers Yes to adding Ticketsolve Protect, then click Add Protection, and the Protect product will be added to the cart.
- If the customer answers No to adding Ticketsolve Protect, then click Cancel.
- If the customer has any questions, please take a look at the Language guidance and compliance for customers section below.
5. You can now proceed with the sale as normal. If the customer has opted in to Protect, let them know that their refund protection details and claim link will be included in their checkout mailer.
Important
If items in the cart are amended, Protect will need to be re-added. If you add Protect to the cart and then amend the items, Protect will be automatically removed from the cart. You'll need to re-add it with the new price by clicking the Shield icon.
If the customer changes their mind about Protect before completing the purchase, it can be removed from the cart by clicking the dustbin icon.
How Ticketsolve Protect appears online
The option to add Ticketsolve Protect is injected into the online checkout process, after the Billing Details stage and before the Payment stage. The customer will have the option to add on ticket protection or select to continue without it.
The customer will also be able to click to read the full Refund Protect terms & conditions before deciding whether to purchase the ticket protection or not. This will open up in a new browser tab.
When Ticketsolve Protect has been added to an order, it will display as a separate line item in the cart.
The customer has the option to bin the Protect product from their cart if they've changed their mind by clicking the bin icon.
If Protect is added to the cart and then the items in the cart are amended, Protect will be removed automatically. When the customer goes through the checkout flow again, they will see a message in the Protect stage letting them know they need to re-add it if they want to keep their refund protection.
Amending orders with Protect
Any order with Ticketsolve Protect included will be indicated with a green 'Protected' label. If you need to amend an order with Protect, you can do so at the Box Office:
1. Open up the order to amend as normal.
2. Add/remove tickets as required.
3. Click the Shield icon.
4. The Protect item in the cart will now refresh with an updated price.
5. The next steps depend on whether the price of Ticketsolve Protect has increased or decreased:
- If the Ticketsolve Protect price has increased from the original value, the customer will need to pay the additional balance when you proceed to Payment Options.
-
If the Ticketsolve Protect price has decreased from the original value, you will need to add a Balancing Product to the cart to retain the original value, because Ticketsolve Protect is non-refundable.
For example, if the original Ticketsolve Protect price was £3, and with the ticket exchange, it has now decreased to £2, you should add a Balancing Product to the cart for the value of £1.
6. Proceed to Payment Options and complete the amendment.
7. Make sure that you do not tick to skip sending the order confirmation, as the customer will need their new amended order confirmation for their new Protect details.
Important
If you remove the tickets from the cart, you will also need to remove and re-add Protect. In this scenario, click the dustbin icon to remove Protect, and then once your new tickets are in the cart, click the Shield icon to re-add Protect. The only time that you won't need to
Language guidance and sales compliance
Introduction to Ticketsolve Protect
Ticketsolve Protect is an optional upgrade that customers can choose when buying a ticket. It gives them peace of mind by allowing them to apply for a refund if they can’t attend their event due to emergency circumstances.
This is not insurance, and it’s not a “cancel for any reason” offer. It works more like a product protection plan (similar to a warranty) giving customers the chance to request a refund if something serious and out of their control happens.
It should be seen as an extension of the event’s Terms and Conditions, not a separate product. Examples of valid reasons for a refund include:
- Illness or injury (including COVID)
- Pre-existing medical conditions that worsen
- Travel delays due to public transport or flight disruptions
- Accidents or emergencies
- Death of a close family member
- Theft of documents
- Jury service or court summons
- Workplace redundancy
- Relocation for work
Customers pay for this service themselves at the time of purchase. If they need to request a refund, they don’t have to call the venue, they simply fill out a quick webform and the Refund Protect team takes care of the rest.
Key product features
- Covers a broad range of common emergencies, as outlined above.
- Applies even up to 60 days after the event, giving flexibility and peace of mind.
- Simple refund process: Customers get clear instructions to submit a short online form. Refund Protect handle everything directly.
- Average refund processing time is fast, within 48 hours, and often faster.
Compliance Aspects
It’s important to stick to proper wording and not describe Protect as insurance, simply because it isn’t. This protects both your team and ours from any regulatory risk.
Words to avoid
- Do not use: “Insurance,” “Claim,” “Policy,” or “Coverage.”
- Do use: “Refundable Booking,” “Apply for a refund,” and “Refundable Ticket.”
This service is simply a more flexible, extended version of the venue's refund policy, offering an extended right to request a refund under emergency conditions.
Important notes
- The refund request is managed entirely by the team at Refund Protect.
- Never share internal support contact details (like email addresses) with customers. Instead, direct customers to the refund form included in their booking confirmation email.
- The refund form pre-fills the booking info, making it very easy for the customer to submit a refund application.
- The Refund Protect team will review the case and issue a decision, usually within 24–48 hours.
- Refunds are based on real emergencies and documented issues. "Change of mind" or attending the wrong date is not included.
- In the instance of event cancellation, Ticketsolve Protect is not applicable.
Examples of What Is Not Covered
- Change of mind
- Booking error (wrong date)
- Operator cancellation (event cancellation)
- Government travel bans or isolation orders
Please read the Ticketsolve Protect FAQs for more information on event and ticketing-specific queries that we've compiled.
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