Protect Group has published a case study on etix.my, a Malaysian-owned online ticketing portal founded in 2023 and based in Kuala Lumpur, selling tickets for concerts, festivals, sport, theatre and other live experiences.
The challenge
Event tickets are often bought weeks or months in advance, and uncertainty about what could happen before the event can cause hesitation at checkout. etix.my wanted to reassure buyers without complicating its web and mobile purchasing journey, keeping any protection strictly optional.
There was an operational angle too: refund enquiries from customers who can no longer attend create work for ticketing platforms, organisers and support teams, a real burden for a small company with a team of one to ten people. etix.my also wanted relevant ancillary revenue without forcing unnecessary products into the journey.
The approach
etix.my incorporated Refund Protect as an optional checkout upgrade, supported by a structured refund application process for eligible circumstances. Presenting the option during booking helped customers understand it in context rather than weighing the risk alone. A refreshed widget introduced in March 2026 is described as a stronger foundation for future attachment growth.
Reported results
- Refund Protect selected on more than 600 bookings
- US$151,931 in booking value protected
- US$2,248 in partner revenue during Q1 2026
Kinnix Chan, Co-Founder and CEO of etix.my, said customers "increasingly value the additional flexibility and peace of mind" and that the product has "helped reduce the operational complexity associated with certain eligible refund requests." He added that it created "a new ancillary revenue opportunity" for etix.my and its event partners.
Why it matters
The case illustrates how even a very small ticketing business can add refund protection as a managed, optional service, improving buyer confidence while shifting refund administration to a specialist provider.
Originally published by Protect Group: etix.my Adds Refund Protect to Malaysian Event Ticketing
