Refund Protection is enabled on all events for clients processing with Leap Merchant Services. Clients processing on their gateway may be eligible to contract with Protecht. Please contact support for an introduction to Refund Protection.
Basic Information
We are proud to offer refund protection, which provides several benefits to both the event organizer and the end customer.
Refund Protection primarily covers a ticket purchase due to unexpected situations — including vehicle accidents, injuries, illnesses, or legal obligations — that prevent the customer from attending an event. A complete list is available in the Refund Program.
What Is Not Covered by Refund Protection?
Refund Protection does not cover event cancellations, performer lineup changes, or a customer’s change of heart, along with many other scenarios. These brief descriptions do not govern the refund protection terms and conditions in any way.
Please remember: refund protection covers situations that prevent the ticket buyer from attending — not situations that affect the event itself.
Admin Resources
To identify if a customer has purchased refund protection, visit the Order Details page. The fee will appear as a line item in the Fees table if the customer purchases refund protection.
Note: We do not currently support identifying customers who have explicitly declined refund protection.
All typical actions on the order may be completed as usual; however, refunds, customer name changes, and ticket swaps will automatically void a customer's standing protection policy.
Financial Reporting
Refund Protection is also reflected in the Finance Detail report.
- From the admin, select Reporting
- Select the Financial Items category
- Select Finance Detail Report
- Select any relevant events and other parameters to filter by
- Once the data appears, you can add columns for Refund Protection
- Select Financial Details Collected from the left navigation
- Select Refund Protection Fee
- From here, click on the report header to sort those who have purchased refund protection
- Save the report if required
All standard order actions can be carried out as usual. However, please keep in mind that refunds, name changes, and ticket swaps will automatically cancel the customer's policy.
Other Features
Claims & Refunds
When a customer successfully claims a policy and refunds their order, a note will be left on the customer’s order record. Also, the customer’s ticket(s) will be automatically voided.
The customer, the client, and the Ticketbooth Finance team will all receive an email confirmation when a claim has been successfully processed.
Note
Leap clients are not responsible for any refunds on behalf of Protecht or the refund claims.
Products
Products are protected just like tickets. Tickets may not be protected independently from products in orders containing both — refund protection is all-or-none.
Other Fees
Order-level fees are included in the policy and are evenly distributed among all tickets in an order.
Donations
Donations are not included in the customer’s policy and are thus non-insurable and non-refundable.
Box Office
Refund protection is not offered through the Box Office due to the proximity of the purchase to the event.
Payment Plans
Policies are created at the time of order completion. This means we do not create policies for an order pending completion until the order’s final payment is made.
Ticket Swaps
Swaps within the same event are permitted. Swaps to a different event or date will void the policy. For Event Series, this means the exact time slot they originally purchased. Swapping tickets to a different time on the same date will also void the buyer’s policy.
My Tickets / Customer Portal
If customers change their primary name on an order within My Tickets, their policy will be voided. Event Ticketing warns them when they attempt to make this change.