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 Protecht.
Basic Information
Refund protection policies offer several benefits to you, the client, and the end customer.
Refund protection primarily covers a ticket purchase from unexpected situations, including vehicle accidents, injuries, illnesses, or legal obligations, that prevent the customer from attending an event. It is not required and is entirely optional at the time of checkout. These brief descriptions do not govern the refund protection terms and conditions in any way.
Sixty minutes after purchasing tickets online with a refund protection policy, the consumer will receive an email confirmation from Protecht with details on their policy.
What Is Not Covered by Refund Protection?
Refund protection does not cover event cancellations, performer lineup changes, a customer’s change of heart, or many other scenarios.
Protecht covers situations that prevent the ticket buyer from attending, not situations that affect the event itself. Refer to How To File A Refund Request
Admin Resources
Order Details
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 the ability to identify customers who have explicitly declined refund protection.
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 insurance
- Save the report if required
All standard order actions can be carried out as usual. However, please note that refunds, changes to the customer's name, and ticket swaps will automatically cancel the customer's policy.
Other Features
Refunds
A client may request a refund or void tickets using the standard processes. However, you are still ultimately responsible for managing your inventory and ticket revenue.
Please note: Ticket voids and refunds of any amount will instantly void the customer’s policy.
Products
Products are protected just like tickets. Tickets may not be protected independently from products in orders containing both — refund protection is all or nothing.
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.
Refer to: Box Office
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.
Orders via Phone
Customers cannot purchase refund protection over the phone when placing orders with the Customer Care team.
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.