DocumentationTutorials, scenarios & features
Discover our expansive knowledgebase and learn how to get the most out of Citizen Ticket.
Tutorials
- Getting started
- Create an event, set up your venue and set the date
- Create and customise your organiser landing page with your brand identity
- Adding team members to your profile
- Advanced ticketing
- Managing early bird tickets
- Enforcing a mandatory ticket with ticket purchases
- Understanding automatic capacity management
- Using Passes - Annual Memberships, Bundles or Passes
- Configuring your time slots for private party experiences
- Working with many dates
- Customer management
- Data & Reporting
- Traffic & tracking
- Exporting data to be used off-platform
- Themes
Scenarios
- Refunds and Cancellations
Features
- Account Details
- App
- Box Office
- Email Centre
- Event Setup
- Create and manage early bird tickets
- Ct template 2024
- Dates how do I cancel or postpone my event
- Dates how do I create multiple sessionstime slots for an event
- Dates how do I use multidate mode
- Dates how do I use the time slots power settings
- Donations how to add a donations option at checkout
- Duplicate event how do I duplicate my event
- Embed widget how do I embed a buy tickets form to my event website
- How do I make event buckets
- How do I pin an event
- How do I schedule a date to publish my event
- How do I set up a waiver form
- How do I set up gift vouchers
- How to activate exchanges
- How to set up exchange all tickets in a sale
- How to set up tentative bookings
- Images how do I add a promotional video to my event page
- Images media tile how do I embed a spotify link
- Location how do I delete a venue
- Location how do I set a location or change a location
- Location how do I set up an online event
- Location how do I set up my event when I havent secured a venue
- Multievent tools what are multievent tools
- Releases sidebar
- Sales digest notify me when my event or a timeslot sells out
- Title description how do I hide my event from public view
- Title description how do I set my event type
- Finance
- Livestream Hybrid Events
- How do I change the sales end date for a live stream event with watch again enabled
- Live stream events how do I make sure my events live stream broadcast is of high quality
- Live stream events how do I stream a thirdparty conference call to my live stream
- Livestream studio can I add an alternative viewing link to my livestream event
- Livestream studio can people watch my camera if I havent gone live
- Livestream studio how do I customise my events live stream page
- Livestream studio how do I end the live stream for my event closing your broadcast
- Livestream studio how do I send a broadcast message to viewers
- Livestream studio how do I set up my streaming software for my live stream event
- Livestream studio how do I start my livestream or go live
- Livestream studio how to download the recording after the livestream
- Livestream studio what happens if access opens and I havent gone live
- Livestream studio what is broadcast message
- Livestream studio what is livestream embed
- Livestream studio what is streaming software
- Livestream studio what stream quality will my viewers receive
- Livestream studio when should I enable watch again after my live stream has finished
- Livestream studio where do I find the live stream server url and key
- Location how do I create a hybrid event location
- Location how do I create a live stream event location
- Tickets can I create a free live stream ticket
- Tickets how do I create a live stream ticket type
- Tickets how do I create live stream ticket types for a watch again or rental period
- Tickets how do I create ticket types for a hybrid event
- Marketing
- After sale pop up how do I send a message to customers after they purchase a ticket
- Can I talk to somebody about marketing my event
- Continue shopping how do I allow customers to continue shopping for tickets to events on my organiser profile
- Discount codes how do I create a discount code for my event
- How do I capture customer data
- How do I create an access code for my event
- How to write a marketing optin message
- Marketing checkout settings
- Reward referrer how do I set up rewards for customers who refer my event to others
- Seo sharing how do I use seo sharing
- Super trolley how do I create add ons for my event e
- Super trolley traffic and tracking
- Traffic tracking how to add a moment
- What are urchin tracking module parameters
- Organiser Landing Page
- Other
- Refunds
- Reporting
- Attendees guests how do I view my attendeesguests
- Attendees guests seating plan
- How to export attendees and guests reports across multiple events
- How to export sales revenue reports across multiple events
- Sales digest how do I get weekly sale updates for my event
- Sales revenue how do I view my ticket sales
- Traffic tracking what is the traffic tracking tool
- Ticket Setup
- Activate ticket b when ticket a sells out
- How can I make a ticket type mandatory
- How can I ringfence some tickets for my event
- How do I absorb fees
- How do I activate the transfer functionality
- How do I create a custom wallet button with a link for a thirdparty conference call
- How do I set up a pass
- How do I stop all ticket sales for an event
- Tickets how can automatic quantities handle family tickets
- Tickets how can I create a ticket that allows customers to set their own price
- Tickets how do I activatedeactivate a ticket type for sale at a later date
- Tickets how do I collect the delivery addresses of my ticket purchasers
- Tickets how do I control the ticket ownership per person for my event
- Tickets how do I create a free ticket type
- Tickets how do I hide a ticket type
- Tickets how do I set my refund policy
- Tickets what is a foundation ticket
- Tickets what is ticket grouping
- Waiting list what is the waiting list feature
TicketPlan - Refund Protection For Your Customers
What is TicketPlan?
TicketPlan is refund protection offered to customers when they place their order on the Citizen Ticket platform. This refund protection gives customers cover for their tickets that may otherwise not be covered by an event organiser’s standard refund policy.
The cover will span the duration between a customer’s booking and the event taking place. Claims can even be made after the event takes place.
If a customer purchases refund protection then it means that in particular circumstances such as illness, travel disruption or other cases, they can claim on the plan to receive a refund.
What are the benefits of TicketPlan?
TicketPlan offers many benefits to event organisers and their customers.
Offering refund protection gives customers peace of mind when booking tickets and helps build trust in your brand. This, in turn, can also help increase ticket sales for your events.
Notably, TicketPlan should also help reduce the number of refund requests that an organiser receives on their dashboard, as some of the most common refund applications you receive from customers should be covered by the refund protection policy.
You can see TicketPlan’s full Terms and Conditions to see cases where refunds are and are not offered.
How do customers protect their booking?
Customers can select TicketPlan cover during the checkout process.
When they select to protect their booking, they will pay a small additional fee that is proportional to the value of their order.
When customers submit a refund application, they will clearly see which tickets in their order are protected with TicketPlan. They will also be able to select a reason for applying for a refund from a dropdown menu. If they selected refund protection and are choosing a reason that is covered by TicketPlan’s terms and conditions, they will be redirected to submit a claim on TicketPlan.
If they are submitting a refund application that is not covered by TicketPlan, then the refund application will still be submitted to the organiser dashboard for you to review and approve/decline.
Do customers always have the option to use TicketPlan?
This option will be available for all events on the platform by default.
Please note, this option will not be available for clients and customers if you are on our SaaS model and have integrated with your own payment processor (Stripe/Square).
If you do not wish to offer refund protection to your customers, you can disable this in your event dashboards in the refund protection tile, as shown below.
Please note, if a customer has already purchased protection before you disable this, their cover will still be valid.
What happens if a customer makes a claim and it is approved?
If a customer makes a claim and it is accepted by TicketPlan, the customer will be refunded directly via TicketPlan.
Offering refund protection to customers does not affect when event organisers receive their ticket income.
Additional tips / guides