Are you a ticket buyer who bought Refund Protection?
For information about your protection and to make a claim, visit: https://www.xcover.com/en-us/help/partners/tt
Adding optional ticket protection to your checkout lets your buyers choose to pay a little bit more on top of their ticket price, so they can get their money back if they can't attend your event due to a reason covered by the terms of their protection, like illness or travel issues.
The best part? You donât need to worry about refunding them yourself. You can keep the ticket revenue, plus a portion of the Refund Protection your customer paid, and XCover will refund your customer.
Refund Protection is purchasable extended ticket terms, provided by XCover (powered by CoverGenius).
XCover (powered by CoverGenius) takes on the financial risk of providing the refunds, and provides the administrative service for responding to claims.
đĄ Sole traders and organisations outside of the UK or US are currently not eligible to offer Refund Protection.
How to set up Refund Protection
If you're eligible for Refund Protection, you can activate it from your Box office settings.
Head to your Box office Settings, then Refund protection.
Click Set up Refund Protection.
Select your organisation type from the dropdown (for example, Company, or Charity).
Enter your company or charity registration number.
If you're tax registered, tick the checkbox and add your tax details.
Accept the terms and conditions, then click Activate now.
Refund protection will now be applied to your checkout automatically, and your ticket buyers can choose to add it to their order.
As Refund Protection is an optional add-on for your customers, we recommend adding self-serve policies to your box office as well as offering Refund Protection, to clearly explain your own refund terms and to let your customers manage their own bookings.
How billing works for orders with Refund Protection
Your ticket buyer has the option to buy Refund Protection as an add-on to their order.
The Refund Protection price offered to your ticket buyers is calculated by XCover and is 8% of the cost of all of the tickets in the order.
Their ticket money plus the full price they paid for Refund Protection is sent to your Stripe, PayPal or Square account.
The card you have saved in billing is charged part of the Refund Protection cost your buyer paid - and you keep the rest!
This charge passes on your customers' ticket protection payment to XCover (powered by CoverGenius), which allows XCover to provide them with that protection.
You can see a breakdown of your Refund Protection amounts by going to your Billing page, then opening the Refund Protection tab.
How your ticket buyers can claim their refund through Refund Protection
If a ticket buyer purchased Refund Protection, to claim for a refund they just need to head to XCover to let them know. They can start their claim at this link: https://www.xcover.com/en-us/login
Your ticket buyers' tickets are protected for the reasons listed by XCover (powered by CoverGenius).
What happens to the ticket when a buyer claims through Refund Protection?
When your buyer's claim is approved, XCover refunds your ticket buyer.
âThe ticket itself stays valid. It will still appear on your doorlist and can still be scanned at your event.
To invalidate the ticket, we recommend voiding the ticket, unless youâve also refunded your buyer yourself.
Hereâs why. XCover refunds your buyer directly, so the payment they made to you isnât changed in Ticket Tailor. Voiding the ticket stops it being scanned, and your revenue reports still show the payment your buyer made to you. Cancelling the order would remove that payment from your reports.
How to void a ticket when a buyer has made a Refund Protection claim:
Open the Orders page and find the order.
Click the ticket code under Ticket details.
Click Void ticket, then confirm.
The ticket will now show as void on your doorlist and wonât appear in the Check-in app.
đĄ Voiding a ticket doesnât affect the orderâs payment, so it wonât trigger a second refund. If youâve refunded your buyer yourself, you can cancel the order instead.
How to manage events and orders with Refund Protection
If your buyer wants to claim a refund for anything in the terms covered by Refund protection, your buyer will need to contact XCover directly to start a claim.
For all other order management, you can manage it as usual from your Orders page.
đĄ IMPORTANT NOTE: If you cancel, refund or reschedule a customerâs order you will have to cover the cost of the initial Refund Protection.
How to cancel and refund individual orders with Refund Protection
Cancel an order as normal.
The Refund Protection fee the buyer paid will be included when refunding line-items.
It is your decision whether or not to refund the Refund Protection fee to your buyer, or to issue a partial refund to offset your fees.
You will still be charged the Ticket Tailor and XCover Refund Protection fee if you refund it.
How to reschedule an order with Refund Protection
You can choose to reschedule an order that includes Refund Protection. What happens depends on how much of it you move.
You move all of an event's tickets: The refund protection for that event is voided. It is not carried over to the new order and it is not refunded to your buyer.
You move some of an event's tickets: The tickets that stay behind are still covered. The new order has no Refund Protection on it, and nothing is refunded.
Refund Protection is never added to the new order, so if your buyer wants cover on their new date, they will need to book again.
Ticket buyers cannot reschedule an order with Refund Protection themselves in self-serve. They will need to contact you to do this.
You will still be charged the Ticket Tailor and XCover Refund Protection fee for the Refund Protection on the original order.
How to cancel an entire event where some ticket buyers bought Refund Protection
Refund your customers. (When issuing bulk refunds, the Refund Protection fee will not be refunded to the customer. If you want to refund the Refund Protection fee, you have to refund the orders individually using a line-item refund).
How to change the date or time of an entire event with Refund Protection
If you postpone an entire event by changing the date or time of your event, tickets and orders would remain unchanged and still valid. The original Refund Protection would still be valid.
âRefund Protection FAQ's
What if my event details have changed since a ticket buyer bought Refund Protection?
Sometimes events get rearranged, and you need to update your customers. If your event is rescheduled or has a venue change, and you have orders which have added Refund Protection, you can still update your customers via an Email broadcast, and edit your event as usual. Your customers Refund Protection will remain valid.
What if my customersâ details have changed since they bought Refund Protection?
If your customer wants you to change their name and email on your order, you are able to do this, but it will invalidate the Refund Protection on their order, and you will still be charged the Ticket Tailor and XCover Refund Protection fee for the Refund Protection.
Why can I see an order with voided Refund Protection?
If your ticket buyer cancelled their Refund Protection purchase within the 14 day cooling off period, their Refund Protection will no longer be active.
XCover will refund your customer the amount they paid for Refund Protection.
You will still be billed for Refund Protection as normal, and you can track the charges in your Refund Protection billing history.
Their order will show a âVoided via XCoverâ note, and you will be able to manage it as normal.
Can a buyer still attend an event after XCover refunds them?
Yes, unless you void their ticket. Refund Protection doesnât do this automatically.
Can I see which orders have claimed for Refund Protection or had a Refund Protection payout?
No, this information is between XCover and your customer directly. There's not currently a way to see if your buyers have claimed for, or had payouts via refund protection.
How to deactivate refund protection
For your Box Office
To deactivate Refund Protection for all of your events:
Head to your Box office Settings, then Refund protection.
Click the Deactivate button to the top right of the Refund Protection by XCover box.
For a single event
Once activated, Refund Protection applies to all of the events in your box office automatically. To turn off Refund Protection for a specific event after itâs activated for your box office:
Head to Events.
Click on the event where you want to disable Refund Protection.
Click Edit event and tickets.
Head to Event settings, then Refund Protection.
Click the checkbox called Disable Refund Protection for this event.
đĄ Things to note
You must be a registered company or charity in the UK/US to use this feature. Sole traders and other organisations are currently not eligible.
Only tickets are protected for Refund Protection. You must not use ticket types to sell anything else. Please use Products for upsells.
Bundles are not currently eligible for Refund Protection.
Only the Box office 'adminsâ can set up Refund Protection for your box office.
Refund Protection will not show in the checkout flow if your event is unpublished.
XCover doesn't support events beyond 1 year in the future.
To contact XCover (powered by Cover Genius) directly, you can send an email to them:
For claims related questions (i.e a customer has reached out to you with questions about a claim): partner.support@xcover.com
For general questions: ps-ticketing-global@covergenius.com