💡 Refund Protection is a beta feature. If you're interested in getting early access, reach out to customer support.
Are you a ticket buyer who bought Refund Protection? For information about your protection and make a claim, visit: https://www.xcover.com/en-us/help/partners/tt
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.
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. And the best part? You don’t 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 only available for UK VAT registered businesses who are charging Sales Tax on their tickets, where their event is being held in the UK or is an online event.
How to set up Refund Protection
Head to ‘Settings’ then ‘Refund protection’.
Enter your Company number and VAT number.
Accept the terms and conditions and click 'Get verified and activate Refund Protection'.
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.
Your integration with XCover (powered by CoverGenius) calculates the price your ticket buyer pays for Refund Protection based on the tickets they’ve selected.
Their ticket money plus the full price they paid for Refund Protection is sent to your Stripe, PayPal or Square account.
If your buyer paid for Refund Protection via Stripe: Stripe collects part of the Refund Protection cost your buyer paid - and you keep the rest!
If your buyer paid for Refund Protection via PayPal or Square: 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/help/partners/ticket-tailor
Your ticket buyers' tickets are protected for the reasons listed by XCover (powered by CoverGenius).
How to manage 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.
💡 IMPORTANT NOTE: If you cancel, refund or transfer a customer’s order you will have to cover the cost of the initial Refund Protection.
How to cancel and refund individual orders with Refund Protection
The option to issue a refund including the Refund Protection fee will be available when refunding line-items.
It is your decision whether or not to refund the Refund Protection fee to your buyer, but you will still be charged the Ticket Tailor and XCover Refund Protection fee if you refund it.
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 reschedule an order with Refund Protection
You can choose to reschedule an order taken with Refund Protection, however, this will invalidate the Refund protection:
Your buyer won't be refunded for the cost they paid for Refund Protection on their original order.
Any new orders you reschedule for your customer will not have Refund Protection added to them.
You will still be charged the Ticket Tailor and XCover Refund Protection fee for the Refund Protection on the original order.
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 customers’ 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 ‘Voided via XCover’ note, and you will be able to manage it as normal.
How to deactivate refund protection
For your Box Office
To deactivate Refund Protection for all of your events:
Head to ‘Settings’ > ‘Refund protect’.
Click the ‘Disable’ button to the top right of the Refund Protection 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 it’s activated for your box office:
Head to ‘Events’.
Click on the event where you want to disable Refund Protection.
Click ‘Edit event and tickets’.
Open the ‘advanced event settings’.
Click the checkbox called ‘Disable Refund Protection for this event’.
💡 Things to note
Refund protection is not currently available to charities, sole-traders or events outside of the UK.
Only tickets are protected for Refund Protection. You must not use ticket types to sell anything else. Please use Products for upsells.
Only the Box office 'Owner’ can set up Refund Protection for your box office.
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