Ticket refund protection is an add-on that gives customers peace of mind – if they can’t make it to an event due to certain unforeseen circumstances, they can claim a refund on their tickets.
With Ticketsolve Protect, you can now offer fully integrated refund protection directly through Ticketsolve. Protect is built in, easy to set up, and comes with added benefits for both you and your customers.
If you prefer, you can still work with a third-party provider for refund protection. However, this won’t offer the same seamless experience or advantages that come with Ticketsolve Protect.
In this article, we’ll walk you through how to set up a third-party refund protection product in Ticketsolve and report on it.
Looking for Ticketsolve Protect? Want to set up Ticketsolve Protect, our fully integrated refund protection product? Click here for the guide.
How to set up third-party ticket refund protection
Go to Manage > Products.
1. Click Add New to create a new product.
2. Select the Product type as Regular Product from the dropdown.
3. Give the product a Name.
4. Give the product a Price. This will be the agreed price per ticket that you have arranged with your chosen refund protection provider.
5. We would recommend adding a Comment to the product, stating that ticket refund protection should be selected per ticket (i.e., 6 tickets = 6 refund protection products). You should also include a link to the terms & conditions of the refund protection product on your partner site, so customers can check exactly what the partner T&Cs allow.
6. Tag the product with a specific tag e.g., 'ticketprotection'. This tag is important as it will allow you to prompt it during checkout and also report on sales.
7. Make sure that the Active product? and Can be sold? toggles are on (blue).
8. Click Add to create the new product.
Create the product prompt
Now you need to set the product to be 'prompted' to customers during the checkout process. The following steps will apply the prompt at the account level.
Go to Settings > General Settings.
1. Search for "Product Prompts" in the Filter settings search box.
2. In the text box, type in the tag you gave to the product, in the earlier step, so 'ticketprotection'.
3. Press Update.
You can apply the refund protection product prompt at show, subdomain, programme or event level. To do that, once you have created the product as explained above, follow our Product Prompts guide for setting up prompts at other levels for your refund protection product.
Communication with customers
It is important to make it clear to customers that refund protection is applied per ticket - not per order. That means, customers need to purchase 1 refund protection product per ticket. If they misunderstand this, and they request a refund, they will only be protected for the quantity of refund protection products they purchased - not tickets purchased.
We would recommend adding this into the Comment section of the product setup as mentioned above, as well as anywhere you advertise the product.
Creating and scheduling sales reports
You will need to give your third party provider a sales report on the ticket refund protection product - at the frequency they request. To do this, you can set up an automated report subscription.
We recommend using the Sales Report called Orders Containing Product.
When building the report, there are three sections to complete:
1. Product tag. Here you should enter the tag you added to the product, so 'ticketprotection'.
2. Include refunded orders. You should tick this if you want the report to include any instances where a ticket refund protection product has been purchased, but you have since refunded it.
3. Hide personal data. This should not be ticked if you need to provide the protection provider with customer details such as name, phone number and email address.
Our guide on how to set up auto report subscriptions will give you a step-by step on creating and scheduling auto reports via subscriptions.
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