Refund protection

Refund protection is a flat fee per ticket that shoppers can add when they buy. The app sells the fee and marks those tickets as protected, and it never refunds anything itself. When a protected customer asks, you honour the cover by refunding them in Shopify.

What the cover promises is your own policy. There is no insurer and no claim form.

Set it up

1. Open the event, click Event settings and open the Options tab.
2. Under Refund protection, turn on Enable refund protection.
3. Fill in the settings below, then click Save in the save bar.

• Label: the heading shoppers see. Left empty, it reads "Refund Protection".
• Fee per ticket: the flat amount. A fee of 0 shows as "Free".
• Selection mode: Per attendee or Per order.
• Display location: Inside popup or On product page.

The switch and the two menus save as soon as you change them. The label and fee save with the save bar. The Create event page has the same Refund protection section.

The fee product in Shopify

The first time you switch protection on, the app creates a Shopify product for the fee, named after the event and the label. It has the product type "Event Add-on" and one variant priced at the fee. Its status is Unlisted, so it stays out of search and collections, and it needs no shipping.

• Changing the fee changes the variant's price. Changing the label renames the product.
• View in Shopify opens the product.
• Its picture is the Refund protection image from Settings > Brand settings. Shoppers don't see it in the tick box.
• Turning protection off leaves the product in Shopify.
• On a recurring event every date uses the same settings and the same fee product.
• One fee applies to every ticket type of the event.

What shoppers see

The box is headed by your label, with the tick box "Yes, add refund protection" and the price. The price reads "+€2.00/ticket" in Per attendee mode, "+€2.00" in Per order mode, or "Free".

• Inside popup, Per attendee: a box in every guest's section. Each ticked box adds one fee, so 3 of 4 ticked is 3 fees.
• Inside popup, Per order: one box below the add-ons. One tick adds one fee per ticket.
• On product page: the box sits in the Ticket add-ons block if you placed it, or near the buy button. One tick adds one fee per ticket, whatever the Selection mode.

The box is never ticked in advance. The fee is its own line in the cart and at checkout, and shoppers in another currency pay it in theirs.

A group size ticket carries one fee per ticket it creates, and a bundle carries one fee per pack.

Inside popup needs the attendee popup, which runs when attendee details are collected on add to cart. When details come from the order, use On product page.

Under one-name booking, the switch Ask for add-ons per ticket when booking under one name also gives each ticket its own refund box.

At the Shopify POS till

Staff answer one Yes or No for the whole sale. Yes adds the fee once per ticket, or once per pack for a bundle, and the till says "Charged once per ticket." or "Charged once per pack."

The question appears when the event has refund protection and Ask for options at the till is on under Settings > Point of Sale. Selling at the till covers the whole POS flow.

Where protected tickets show

• Attendees tab: a "Protected" badge, and an optional Refund protection column.
• Orders tab: a "Protected" badge.
• CSV exports: a Refund protection column with Yes or No.
• Ticket email: "Refund protection - Included". The PDF ticket and the online ticket page show it too.
• The Easy Tickets block on the Shopify order page.
• Event dashboard: a "Refund protection" revenue line. Analytics: "Estimated protection fees" and "Tickets with protection".

The money figures are estimates, worked out from today's fee times the protected tickets. Protection is not shown at the door.

When a customer asks for a refund

1. On the Attendees tab, check that the ticket has the "Protected" badge.
2. Open the order in Shopify and click Refund.
3. Select the ticket line items to refund, and the fee line if you refund that too.
4. Confirm the refund in Shopify.

The app then marks exactly those tickets "Refunded". Their QR codes stop working, the places go back on sale, the waitlist is emailed and the tickets go back to your monthly allowance.

• A refund of an amount only, or of only the fee line, cancels no ticket.
• The app sends the customer no refund email.
• Cancel ticket on the Attendees tab refunds nothing and doesn't change the Shopify order.

Refunds, cancellations and order edits covers every case.

Refund protection and your ticket allowance

The fee never counts toward your plan's monthly ticket allowance. Only tickets do. Plans and pricing lists what counts.

Promo codes and refund protection

To discount the fee too, open the promo code and turn on Refund protection under Discount applies to. A code saved before you switched protection on covers the fee only after you open it and click Save again. Promo codes explains the rest.

What refund protection doesn't do

• No percentage fee and no fee per ticket type.
• No insurer, claim form or automatic refund.
• No policy text field. Write your policy into your email design yourself.
• No report of how many shoppers opt in, beyond the count of protected tickets.
• Not available with free registration.
• On a seated event the seat chooser asks per seat, or once for the whole booking when Selection mode is Per order.