Protect Group has published a case study on Ticketsolve, a Dublin-based live experience platform founded in 2007 that provides ticketing, marketing, fundraising, CRM and payments software to more than 360 arts, culture and heritage venues across the UK and Ireland.
The challenge
Ticketsolve wanted to give venues a robust, integrated ticket protection feature that it could white-label, adding value and a new revenue stream without heavy development or disruption to its core booking flow.
For Leicester Square Theatre, a restored 400-seat venue in London's West End, the needs were operational. The theatre wanted to offer patrons flexibility and reduce cart abandonment without changing its refund terms, taking on financial risk or loading its box office and finance teams with manual refund processing.
The approach
Protect Group integrated Ticketsolve Protect, powered by Refund Protect, directly into Ticketsolve's ticketing architecture, embedding the option in the online checkout. No development work was needed from the venue, and Protect Group handles all customer refund applications, reviews and payouts behind the scenes.
Reported results
- refund rate as a share of sales halved
- £11,500 in ticket income retained
- £8,000 earned from Ticketsolve Protect sales
- all customer refund handling moved off the box office
Gillian Toddfrey, Sales Manager at Leicester Square Theatre, said she had told peers at a Ticketsolve workshop to "get it set up as soon as you can, because it just is a money maker."
Why it matters
For busy venues running multiple daily shows, box office bandwidth is limited. The case shows how a platform-level, white-labelled protection product can give smaller venues big-venue flexibility while keeping operations lean and revenue protected.
Originally published by Protect Group: Ticketsolve Protect Halves Refund Rate at Leicester Square Theatre
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