With Spot’s Refund Guarantee, Brushfire gave event organizers a better way to support attendees, created a new revenue stream, and made refund protection a seamless part of its platform.
Brushfire makes it easy for nonprofits, schools, attractions, festivals, and other event organizers to sell more tickets, manage attendees, and create unforgettable experiences, whether they welcome a hundred guests or a hundred thousand.
Their emphasis on customer relationships makes trust and service central to the solutions they choose for their platform.
between protecting organizer revenue and giving attendees flexibility when plans changed.
requiring organizers to evaluate requests case by case and absorb approved refunds, often with issues escalating to Brushfire support.
about whether attendees would receive the refunds they expected, due to confusing terms and restrictive eligibility.
and needed to preserve event organizers’ trust.
As Chad Sykes explained, “We were looking for a solution that made refunds easier for attendees without creating customer service issues for our event organizers or putting their trust in Brushfire at risk.”
Today, attendees can add protection at checkout and cancel for any reason without documentation. Spot handles Refund Guarantee requests directly with attendees. Brushfire and its organizers don’t have to evaluate requests, approve refunds, or absorb the cost.
We quickly understood that Spot is different from ticket insurance and a much better fit for event organizers and their attendees.
Refund Guarantee exceeded Brushfire’s expectations and became a standard part of its offering, creating value for the platform, event organizers, and attendees.
Adoption has reached 96% among eligible event organizers, while A/B testing has continued to increase attendee conversion. Together, these results demonstrate strong demand for Refund Guarantee among organizers and attendees and put the program on track to deliver 2.0x its initial revenue target.
Refund requests no longer require case-by-case involvement from event organizers or Brushfire, which often handles customer service on their behalf. Spot handles the experience directly with attendees, reducing support escalations, administrative work, and difficult conversations. Organizers can protect their revenue and focus on their events, while attendees have greater flexibility when plans change.
After exceeding revenue expectations and earning positive feedback from event organizers, Refund Guarantee became a standard part of how Brushfire sells and supports its platform. Spot is now enabled by default for new clients during onboarding, giving organizers a ready-made way to offer flexibility without adding operational work.
“It’s really hard to imagine life before Spot.”
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