Self-Service Credit/Refund

the problem

As Coronavirus set in, and Stay-At-Home orders were implemented, the live events industry was shut down. The impact on live events was far greater than almost any other industry. Whereas some air travel continued to happen, and some restaurants could still do delivery or take out, live entertainment went from 100 to 0 almost overnight.

In light of this, Ticketmaster had to coordinate with all of its clients — venues, promoters, event organizers — to try to negotiate the fairest deal for fans. It was a longstanding policy of Ticketmaster to give a full refund for any canceled event. But most clients were simply postponing their events for an unknown date. Meanwhile, fans were growing irate as time passed by. Call centers were overloaded. And without our clients’ participation, there was nothing we could do.

the solution

Finally, Ticketmaster was able to negotiate a fairer credit or refund option for rescheduled and postponed events — as long as the client agreed. It was the most generous policy change in the industry.

As more and more clients began to sign on, we designed and built a self-service credit/refund feature for fans, using elements from our newly-designed fan education system. It required more copy than we generally like, but our goal was to be as transparent as possible about the transaction.