Ticketsolve is a live experience platform built around a simple promise: arts and cultural organisations deserve tools that support their purpose, giving teams the clarity, control, and confidence to run their venues on their own terms.
When embedding Refund Protect, Ticketsolve’s objective was to enhance their ticketing platform by offering venues a robust, integrated ticket protection feature. They needed a reliable solution they could confidently white-label and roll out; one that would add immediate value and create a new revenue stream, all without requiring heavy development lifting or disrupting the platform's core booking flow. For Leicester Square Theatre, one of their associated venues, the challenge was entirely operational and customer-focused. The venue wanted to offer their patrons peace of mind and flexibility when booking tickets to prevent cart abandonment. However, they needed to achieve this without complicating their existing refund terms, taking on financial risk, or adding heavy administrative burdens onto their box office and finance teams to manually process complex refund applications.
Protect Group partnered with Ticketsolve to integrate Ticketsolve Protect (powered by Refund Protect) directly into the platform's core ticketing architecture. By embedding the protection option cleanly into the online checkout, Leicester Square Theatre enabled fans to protect their bookings without disrupting standard refund terms or requiring development work from the venue. Protect Group handles 100% of customer refund applications, application reviews, and payouts behind the scenes.
By integrating Ticketsolve Protect, Leicester Square Theatre directly solved its operational and financial challenges, offering patrons booking flexibility while completely safeguarding venue bandwidth and bottom-line revenue. The venue successfully eliminated its box office administrative burden by shifting 100% of customer refund handling to Protect Group, freeing staff from manual refund application processing. Financially, the solution mitigated risk and reduced cart abandonment by halving the refund rate as a share of sales, retaining £11,500 in ticket income while unlocking £8,000 in brand-new ancillary revenue. Ultimately, the theatre delivered instant peace of mind to fans at checkout without altering its core refund terms or disrupting daily operations
Ticketsolve is a live experience platform built around a simple promise: arts and cultural organisations deserve tools that support their purpose, giving teams the clarity, control, and confidence to run their venues on their own terms.
The platform acts as a unified operating system for ticketing, marketing, fundraising, CRM, and payments. Working exclusively with the arts, culture, and heritage sectors across the UK and Ireland, Ticketsolve provides the core software infrastructure for over 360 venues. Among these is Leicester Square Theatre, a magnificently restored 400-seat live entertainment venue in the heart of London’s West End. Ticketsolve serves as the theatre's foundational box office and ticketing partner, enabling it to manage high-volume sales, streamline daily operations, and offer patrons a frictionless, confident booking experience.
Protect Group and Ticketsolve aligned to embed Ticketsolve Protect (powered by Refund Protect) directly into the platform, creating a turnkey feature Ticketsolve could deploy seamlessly across its venue network.
The refundable booking protection was built natively into the online ticketing journey, allowing Leicester Square Theatre fans to easily opt in at the point of purchase without leaving the checkout.
All refund processing, customer support, and refund payouts were routed directly to Protect Group, removing the administrative burden from Leicester Square Theatre’s box office and finance teams.
The solution was launched in the background at Leicester Square Theatre, operating automatically without requiring extra staff training or changes to daily venue operations.
Disclaimer: Originally published by Ticketsolve. Adapted and reposted with permission.
