The Ticket Guarantee / ticket refunds is a protection service offered to ticket buyers during the purchase process. It provides buyers with the option to receive protection for their tickets in certain situations, depending on the terms of the guarantee.
This Is Not the Same as Self Service Refunds
Ticket Guarantee and Self Service Refunds are two different features:
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Ticket Guarantee — shown to buyers during checkout as an optional protection add-on. Always enabled. Cannot be disabled by the organizer. Managed by CM.
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Self Service Refunds — a toggle in the Admin panel that controls whether buyers can request a refund on an existing order after purchase. Can be turned on or off by the organizer.
When an organizer asks about "the refund option in the checkout" or "disabling ticket refunds in the shop", they are referring to Ticket Guarantee — not Self Service Refunds.
How Ticket Guarantee Works
The Ticket Guarantee is managed directly between CM and the ticket buyer.
It is offered during the checkout process and can be selected by the buyer when purchasing tickets.
The event organizer does not need to configure or manage this feature.
Important for Organizers
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Ticket Guarantee is always enabled by default in the ticket shop.
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It cannot be manually turned on or off by the organizer.
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The guarantee agreement is handled between CM and the buyer, not the event organizer.
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Any claims or questions about the guarantee are handled through CM support, not through the event organizer.
Because of this, organizers generally do not need to take any action regarding Ticket Guarantee within the platform.
What the Organizer Should Know
If buyers have questions about Ticket Guarantee, it is important to know that:
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The organizer is not responsible for managing the guarantee.
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The guarantee conditions and handling are managed by CM and the buyer.
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Support questions related to Ticket Guarantee should be directed to CM customer support.
How Ticket Guarantee Appears in the Checkout
During the checkout process, buyers see the Ticket Guarantee as an optional add-on they can select before completing their purchase. It appears as a separate line item or toggle on the payment or order summary step.
This is a service offered by CM directly to the buyer — it is not a feature configured by the event organizer.
If an Organizer Asks to Disable It
Organizers may ask questions like:
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"How do I turn off the ticket refund option in my shop?"
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"Can I disable ticket guarantee in the checkout?"
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"I don't want refunds shown to my buyers"
The answer in all cases is:
Ticket Guarantee cannot be disabled by the organizer.
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It is always enabled by default in the ticket shop
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There is no toggle, setting, or admin panel option to turn it off
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The setting does not exist in Event Settings, Shop Settings, Advanced Settings, or any Admin panel
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Any request to disable it must be directed to CM support, as it is a contractual service managed at account level by CM
Organizers should be informed that the Ticket Guarantee is a value-add for their buyers and is managed entirely by CM.
Directing Buyers and Organizers
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Buyers with questions or claims about Ticket Guarantee → direct to CM customer support
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Organizers wanting to disable it → explain it cannot be disabled and direct to their CSM or CM support if needed