Flexible Fare (Purchase Protection)
Flexible Fare is a purchase protection option that lets buyers add refund insurance to their order at checkout for a small surcharge. As an organizer, you configure the surcharge percentage and decide whether the option is pre-selected by default. When a buyer opts in, you get full visibility of their insured purchase in the Ticket Office and in your reports.
What Flexible Fare does
- For buyers — they pay a small percentage on top of their ticket price and receive refund protection up to a defined deadline. If they need to cancel before that date, they can request a refund.
- For organizers — you offer a professional, built-in protection option without managing it manually. Insured purchases are clearly flagged in the dashboard so your team can handle refund requests with confidence.
Configuring the Flexible Fare policy
Flexible Fare is configured at the brand level in Settings.
- Go to Settings in the sidebar.
- Open the Brand tab.
- Find the Flexible Fare policy section.
- Use the options described in the table below to set up your policy.
- Save your changes.
| Option | Description |
|---|---|
| Enable Flexible Fare | Turns the feature on for your brand. When enabled, the surcharge option becomes available at checkout for all your events. |
| Surcharge percentage | The percentage added to the ticket price when a buyer opts in. Must be between 5% and 25%. |
| Enabled by default at checkout | When turned on, the Flexible Fare option is pre-selected for buyers. They can still deselect it before completing their purchase. |
Tip: Setting the option as enabled by default increases opt-in rates without removing buyer choice.
How buyers see it at checkout
When Flexible Fare is active for your brand, buyers see the surcharge option on the checkout screen. If you configured it as enabled by default, the option arrives pre-selected. Buyers can toggle it on or off before completing their purchase.
The checkout shows the surcharge amount clearly alongside the ticket price so buyers know exactly what they are paying for protection.
Identifying insured purchases in the Ticket Office
Once a buyer opts in, their purchase is flagged throughout the Sell section of the dashboard.
Transaction card (sales list)
In the Sell section, each transaction card for an insured purchase displays an Insured purchase badge. This lets your team identify protected orders at a glance without opening the detail view.
Purchase detail view
Opening a transaction shows the full protection details:
- Insured purchase indicator
- The flexible fare fee amount charged for the protection
- The refundable-until deadline — the date and time until which the buyer can request a refund under the Flexible Fare policy
Use the refundable-until date when evaluating refund requests to confirm whether a buyer is still within their protection window.
Flexible Fare fields in reports and exports
Purchase list queries and single-purchase exports include the following Flexible Fare fields, visible in the Reports section and in exported files:
| Field | What it shows |
|---|---|
isFlexibleFare | Whether the purchase includes Flexible Fare protection (true / false) |
flexibleFareFee | The fee amount the buyer paid for protection |
flexibleFareRefundableUntilUTC | The deadline (in UTC) until which the buyer can request a refund |
These fields are included in the purchase summary table in reports, so you can filter and sort your export to identify all insured purchases across your events.