30. Refund Protection - Protect Group

Offer customers refund protection at checkout through the Protect Group integration, an external insurance provider that handles claims and payouts automatically.

The Protect Group integration adds an optional refund protection step to the checkout flow. Customers can purchase protection on the value of their order, giving them the ability to claim a refund directly through Protect Group if they can no longer attend. The entire claims process - including verification and payout - is handled by Protect Group, with no admin involvement required.

This is useful for:

• Giving customers confidence to purchase tickets in advance, knowing they're covered

• Reducing the volume of refund requests that your team needs to handle manually

• Generating additional revenue through protection fees

When enabled, an additional step appears during checkout where customers can opt in or out of protection before completing their order.

The protection lifecycle follows four stages:

Protection covers the value of eligible items in the basket. The following item types can be protected:

• Tickets

• Products

• Fees

• Fulfilment fees

• Resale fees

The protection fee itself is not covered - it is a separate charge for the insurance service. However, if the customer receives a full refund (including cancellation of the protection), the Protect Group fee is also refunded.

If a basket only contains fee items (no tickets or products), refund protection is not offered - there must be at least one core item to protect.

Protect Group is enabled per company and requires credentials from your reseller. To configure it:

1. Navigate to Settings

2. Open Protect Group settings

3. Toggle the integration on

The Protect Group integration must first be enabled at the reseller level with valid API credentials before it becomes available to companies. If the integration toggle is not visible, contact your reseller.

Once enabled, the following settings are available:

Each event can override the company-level setting. From the event dashboard, the Protect Group integration setting has three options:

This allows fine-grained control - for example, enabling protection company-wide but disabling it for free events or internal functions where it doesn't apply.

When a customer reaches the refund protection step during checkout, they see a Protect Group widget displaying:

• The quoted protection fee for their order

• An explanation of what the protection covers

• Options to accept or decline

If the customer selects protection, the fee is added to their basket and appears as a line item in the order summary. If they decline, a warning is shown: "You are about to complete your booking without refund protection, are you sure you want to continue?"

If the customer modifies their basket after selecting protection (adding or removing items, applying or removing discount codes), the protection is automatically recalibrated:

• The existing quote is removed

• Eligibility is re-checked against the updated basket

• If still eligible, a new quote is fetched and the updated fee is applied

• If no longer eligible (e.g., the basket total dropped below the minimum), protection is removed

This happens transparently - the customer sees the updated fee without needing to re-select protection.

Once the order is completed, the protection policy is finalised with Protect Group. The customer receives:

• An order confirmation email noting their refundable booking, with details on how to make a claim and the terms and conditions

• If the policy is still being processed when the confirmation sends, the email states: "Your refund protection policy is currently being processed, you will receive a separate confirmation email once this is complete."

Customers can also view their protection status from their order page, where a Show Details link opens a panel with the policy status and terms.

On the admin order view, protected orders show a Refund Protection section with a Show Details link. This opens a panel displaying:

• Status - whether the policy is active, processing, or completed

• Terms and Conditions - the full policy terms from Protect Group

Individual order items display a protection badge:

The protection badge colour defaults to green (#005C3D) but can be customised per fee item when configuring the refund protection fee.

The refund protection status (protected, unprotected, claimed) is available:

• On the orders API and order items API responses, so integrations can programmatically check protection status

• In attendance reports, with the ability to filter by protection status (protected, unprotected, claimed)

This makes it possible to track protection uptake and claim rates across events without manual review.

When items on a protected order are cancelled or refunded through the admin:

Protection cancellations are coordinated automatically with Protect Group's API - no manual steps are needed.

If a customer's order has active refund protection and they initiate an order modification, the protection policy is cancelled. They may purchase a new policy on the modified order. The checkout displays: "Your refund protection policy will be cancelled, you may purchase a new policy on your modified order."

By default, refund protection is only available in the online checkout. To enable it in the box office:

• The Refund protection in box office feature must be enabled at the reseller level

• Box office staff may need to complete mandatory training before the setting can be activated

When enabled in box office, staff see the same protection selection step during checkout. However, protection can only be added when:

• An actual customer is selected for the order (not a staff-created order without a customer)

• The message "Select a customer to offer refund protection in box office" appears if no customer is assigned

When protection is selected on behalf of a customer, a notice confirms: "You are about to take out refund protection on behalf of \[Name] (\[email])."

An order must meet all of the following criteria for protection to be offered:

If any of these conditions are not met, the refund protection step is skipped during checkout.

Configure manual refund protection fees without a third-party integration

Processing refunds and cancellations on orders