Ticketsolve Protect: Reporting, Refund Claims and Resales

Reporting on sales

There's no need for you to send Refund Protect any information on orders with Ticketsolve Protect - this is all done automatically. If you want to report on your Ticketsolve Protect sales for your own purposes, you can use several Sales Reports, including:

• Product Sales Summary
• Accounts - Daily Payments Reconciliation

 Ticketsolve Tip

To filter the Product Sales Detail/Summary reports to Protect products only, filter by the tag 'ts_protect'.

Note that the Price is the full value of the Ticketsolve Protect product purchased by the customer - the revenue you receive will be 25% of this. 

Understanding your revenue and monthly invoices

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.

For example, if you sell £100 worth of Protect in June, you’ll receive the full £100 right away, and your July invoice will be for £75. If you currently pay us a transaction fee for product sales, Ticketsolve Protect is exempt from that fee.

What to do if a customer needs a refund

When your customers need to make a claim, they go straight to Refund Protect, who handle the entire refund process from start to finish.

Where customers access the refund form

The customer can access the REFUNDABLE.ME claims portal by clicking the link in their Checkout Mailer.

This button will load the REFUNDABLE.ME portal by Refund Protect. 

The customer will first need to select the tickets that they want to claim a refund for. To do this, they can refer to the seat details for reserved seating events, or the check-in code for unreserved events:

They'll then need to go through the refund application process and complete the information, including their booking details, refund reason, and payment details for the refund if the application is successful.

Here is a walkthrough video by Refund Protect:

Supporting customers with refund queries

You can also access the page from the Box Office by opening up the Order Details page and clicking the blue Refund button to open the portal. You can then copy this link and share it with the customer.

How to 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.

Refund Protect 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.

• If customers experience technical issues (e.g. trouble uploading documents):
  They can click the “Question” button in Step 2 of the form to raise this.
• For questions about the status of a refund:
  Please advise customers to reply directly to any email they've received from our Refund Team.
• If a customer's refund has been approved, but they haven’t received the payment:
  They can email: [e-mail] (This inbox is strictly for payment-related issues.)
• The Refund Protect customer complaint policy can be found here - https://www.refundable.me/complaints-policy/

Reporting on successful refund claims

Successful Ticketsolve Protect claims can be reported on using the Refund Protect sales report. When Refund Protect approves a claim and the customer is refunded, the refunded tickets will be listed in this report.

This allows for visibility on successful claims, which customers won't be attending an event and allows you to resell the tickets if you want to. Please note that tickets refunded after the event date are not reportable and won't be included in this report.

To report on tickets that have been successfully claimed on and refunded by Refund Protect:

1. Go to Reports > Sales Reports.

2. Find the report called Refund Protect Report. 

3. Select the format you wish to view the report in. HTML to view or CSV, PDF or XLS to download.

4. Add any filters you require:

• Filter by Program, Show, Run or Event
• Filter by refund date range (maximum 3 months)
• Include or exclude customer data

5. Click Generate Report.

The report includes:

• Order number
• Event details
• Customer details (if selected)
• Refunded ticket details, including quantity, price, check-in code and seat details if applicable
• Time & date of the refund by Refund Protect
• If the order has already been amended (helping you and your team to keep track of which tickets need actioning and which have already been released)

Releasing refunded tickets for resale

You can choose to release any tickets that have been successfully claimed and refunded by Refund Protect, making them available for resale. This allows you to earn revenue again from the same ticket or seat.

1. You'll need to first run the Refund Protect Report to identify the refunded ticket(s) that you want to release. Make a note of the check-in code and/or seat details for the refunded tickets.

2. Next, you'll need to find the order in Ticketsolve to see if you are releasing all the tickets or only some of the tickets in the order.

3. Open up the order to amend it in the Box Office.

4. Click on the Manage cart items and remove the refunded ticket(s) from the cart. Be sure to check you're removing the correct tickets by referring to the check-in code and/or seat details in the report.

5. Now we need to add the Protect balancing product in place of the ticket you've just removed to keep the order value correct.

6. Switch from the Events tab to the Products tab.

7. Find and select the product called 'Protect refund balancing product'.

8. Select set price override and enter the value of the refunded ticket(s) and per ticket booking fees/charges.
This should be only the value of the tickets and any per-ticket booking fees/charges that have been refunded by Refund Protect, and match the value of the items you've just removed from the cart.

Do not include the Ticketsolve Protect cost.

 Important

Per-ticket booking fees & charges If the order has any per-ticket booking fees & charges, these will have also been refunded by Refund Protect. When you remove ticket(s) from the cart, the per-ticket booking charge/fee will also be removed. This means that the value of your Protect refund balancing product should total the value of the refunded ticket(s) and their per-ticket booking fee/charge.

For example:

• Original order: 2 x tickets @ £12 each, plus 2 x per-ticket booking charges @ £1 each (plus Ticketsolve Protect charge of £1.62).
• Refunded by Refund Protect: 1 x ticket @ £12, plus 1 x per-ticket booking charge @ £1 (plus that ticket's share of the Ticketsolve Protect charge).
• Amendment part 1: Remove 1 x ticket @ £12 (plus the 1 x per-ticket booking charge will be removed automatically when you remove the ticket).
• Amendment part 2: Add 1 x Protect refund balancing product @ £13 (the value of 1 x ticket and 1 x per-ticket booking charge).
• Completed amended order: 1 x ticket @ £12, plus 1 x per-ticket booking charge @1, plus 1 x  Protect refund balancing product @ £13 (plus original Ticketsolve Protect charge of £1.62).

9. Click Update Cart.

10. You should now see the Protect (shield) icon turn green and the amount due show as £0/€0.

11. Finally, confirm the order as normal.

Want to know more?

• Ticketsolve Protect: Overview & FAQs
• Managing Ticketsolve Protect: Setup, Sales & Guidance