Founded in 2023 and headquartered in Kuala Lumpur, etix.my works to make event discovery and ticket purchasing more accessible for customers while supporting organisers with dependable digital ticketing capabilities.
Tickets for live experiences are often purchased weeks or months before an event. While customers may be excited to secure their place, uncertainty about what could happen between the booking date and the event can create hesitation at checkout. For etix.my, the challenge was to reassure customers without complicating the purchasing journey. The business needed a solution that could be presented clearly within its user-friendly web and mobile experience while remaining an optional choice for the customer. There was also an operational consideration. When customers can no longer attend an event, refund-related enquiries can create additional work for ticketing platforms, organisers and internal support teams. For a growing business with a focused team, reducing this complexity was an important part of improving the overall customer experience. At the same time, etix.my wanted to identify relevant ancillary opportunities that could create additional value without forcing unnecessary products into the booking journey.
etix.my incorporated Refund Protect into its ticket purchasing journey to give customers additional reassurance when booking events in advance. The product was presented as an optional checkout upgrade, supported by a structured refund application process for eligible circumstances. This improved the experience for ticket buyers while reducing operational complexity for etix.my, its internal support team, and event organisers.
Refund Protect has been selected on more than 600 bookings and protected US$151,931 in booking value. The partnership generated US$2,248 in partner revenue during Q1 2026. A refreshed widget introduced in March 2026 has also created a stronger foundation for improving the customer journey and supporting future attachment growth.
etix.my is a Malaysian-owned online ticketing portal offering tickets for a wide range of events and entertainment experiences.
Customers can browse and purchase tickets for concerts, festivals, sporting events, theatre productions, and other live experiences through a user-friendly web and mobile platform. Secure payment options and a straightforward purchasing journey help deliver a smooth, reliable booking experience.
etix.my recognised that customers purchasing tickets in advance may hesitate when they are uncertain about what will happen if they become unable to attend. Refund Protect provided a way to address this concern during the booking journey rather than leaving customers to consider the risk on their own.
Refund Protect was incorporated into the etix.my checkout as an optional upgrade. Presenting the product while customers completed their booking helped them understand the available protection and decide whether it was relevant to their circumstances.
The solution introduced a more structured process for eligible refund requests. This helped reduce some of the operational pressure placed on the etix.my support team and event organisers while giving customers a clear route to request a refund.
Every Refund Protect purchase also created a revenue opportunity for etix.my. The partnership generated US$2,248 in partner revenue during Q1 2026.
In March 2026, the Refund Protect widget was refreshed to improve its presentation within the customer journey. The refreshed experience gives etix.my a stronger foundation to communicate the benefits of Refund Protect and increase customer engagement as the platform develops.
