Do you want to know how to provide guests the option to protect their reservations with Booking Protection? Here is how!
This feature allows guests to opt in for Booking Protection on their reservations through our partner, Fanshield by Protecht Group.
Once enabled at the company level, this setting needs to be turned on at the event level. Any new events will have this automatically turned on after enablement, but it can be turned off for a specific event, if needed. Should you want this feature turned on, please contact your Customer Success Specialist.
Any existing events will need this setting turned on. To do so, please follow these steps:
Self-Service:
• Locate the event.
• Navigate to the event settings.
• Scroll to “Rules & Add-Ons.”
• Switch the “Booking Protection” field to “Protecht Enabled.”
Need Assistance? Submit a ticket, and we’ll assist with the setup for existing events!
Once enabled, a new step will appear in the guest checkout workflow called Booking Protection. It is at this step that guests can opt into the Booking Protection service.
The charge associated with this service will be collected as part of the Due Today amount, but will be a separate stripe charge collected directly by Fanshield. Further information will be provided at the bottom of the reservation summary for guests.
In addition to receiving their standard booking confirmation email, guests will receive an email separately from Fanshield outlining the Booking Protection service.
Guests are able to cancel their Booking Protection for up to 72 hours after the service was purchased. They can cancel this service directly from the email they’ve received from Fanshield. Alternatively, HoCo Admins can cancel it on a guest’s behalf from the overflow menu on a reservation. Once the 72 hours window has passed, this option will disappear from the overflow menu.
When a HoCo Admin selects Cancel Travel Protection, they will receive a modal asking for confirmation.
Once confirmation has been provided, the following will happen:
- An activity log message will be added confirming that Booking Protection has been removed from the reservation.
- The guest will receive an email confirming the removal of the Booking Protection service from their order from EventPipe.
- Fanshield will begin to initiate a refund and will send the guest a notification that the refund is being processed.
Please note, if the guest cancels directly through Fanshield, the activity log will not reflect this.
For further information on how the Booking Protection service works and how guests can file for a refund, please see the Fanshield General FAQ.