Easy Tickets & Events docs

Features

Refund protection

Offer customers an optional fee that lets them request a refund if they can't attend - an upsell + a customer-experience improvement.

Refund protection is an optional fee customers can opt into at checkout. In exchange for a small surcharge, you commit to refunding them if they can't attend.

This is both an upsell (revenue from the fee) and a UX improvement (customers feel less risk buying tickets months in advance).

Configuring refund protection

From the event settings, go to Checkout → Refund protection.

Fill in:

  • Enable refund protection - on/off.
  • Fee - the amount charged per opt-in (e.g. $2.99).
  • Label - what the customer sees ("Add Refund Protection for $2.99").
  • Image - optional upsell image.
  • Display location - On product page (visible before add-to-cart) or Inside popup (part of the attendee form).
  • Selection mode - Per-attendee opt-in (each ticket buyer decides) or Per-order (one decision for the whole order).

Save.

What customers see

For per-attendee, on-popup configuration:

  • The popup includes a checkbox or toggle: "Add Refund Protection for $2.99 (per attendee)".
  • If they tick it, the fee multiplies by ticket count.

For per-order, on-product-page configuration:

  • The product page shows a card above Add to Cart with the upsell.
  • Customers tick to add to cart; the fee is added once per order.

What the customer gets

The opt-in is recorded on the attendee record. On the public ticket page, a "Refund Protected" badge appears.

The actual refund process is yours to run. Easy Tickets doesn't auto-refund - you decide your terms (e.g. "refund anytime up to 24 hours before the event"). When a customer requests a refund:

  • Open the order in Shopify admin.
  • Process the refund as normal.
  • Easy Tickets marks the attendee as cancelled via the orders/cancelled webhook.

You set the policy. Easy Tickets just provides the mechanism for capturing opt-ins and surfacing them on the ticket.

Pricing strategy

Common patterns:

  • $2-5 flat fee. Low friction, high opt-in rate. Most apparel-style stores.
  • 5-10% of ticket price. Scales with ticket price; better for high-priced VIP tickets.
  • Tiered. Higher tiers (VIP) have higher fee; lower tiers (GA) have lower.

For tiered, you'd need separate refund protection settings per ticket type - currently a single fee applies to all tiers in an event. For per-tier pricing, consider running separate events for different tiers.

Discounts and refund protection

Promo codes can optionally apply to refund protection:

  • Per promo code, toggle Apply to refund protection.
  • The discount reduces the protection fee too.

See Promo codes and discounts.

Analytics

The event Analytics page shows:

  • Refund protection opt-in rate. Percentage of attendees who added it.
  • Revenue from refund protection. Cumulative fees collected.
  • Actual refunds requested vs paid. How many opted in and then actually requested.

Useful for calibrating the fee - too low and customers ignore it; too high and they refuse.

Customer communication

When a customer opts in, the confirmation email can include a section explaining what protection covers (your refund policy). Edit this in the email template.

The public ticket page also shows the "Refund Protected" badge for transparency.

Disabling for specific tickets

Refund protection is per-event, not per-ticket-type. If you want to exclude VIP tickets from protection, create them as a separate event with refund protection off.

What's next