A Founder’s Journey: How Simple Refunds Came to Life

My name is Shaun Coyne, Chairman and founder of EOS Software Solutions Limited/EOS Claims LLP, now rebranded as Simple Refunds.

People often ask me how this business began. The truth is, it didn’t start with grand plans, world-changing software, or a team of engineers. It began with a simple problem I saw in the theatre world:

Customers needed refunds, and the process was painfully slow, manual, and confusing.

At the time, I’d spent many years working in live entertainment as a loss adjuster for some of the largest ticketed events in the world, so I’d seen firsthand how frustrating refund requests could be, both for the people attending events and for the teams trying to manage them behind the scenes. I figured there had to be a better way.

From a Small Idea to a Much Bigger Vision

What started as a basic system to help theatres handle refund requests soon grew into something bigger. As more partners came on board, I realised we had the opportunity, and responsibility, to build something far more powerful.

The turning point came when I brought in a truly talented group of developers. Suddenly, the “what if we could…” ideas became “of course we can.”  We built seamless API connections with booking platforms across the world, in 91 languages, allowing us to securely handle huge volumes of opt-ins at incredible speed.

But more importantly: We weren’t just building software. We were building trust, with booking companies, event organisers, and their customers, something the industry has been struggling with for years.

Putting the Customer Experience First

One thing has always been clear to me: If someone needs a refund, they’re already having a bad day. The process shouldn’t make it worse.

That belief shaped everything we built. We focused on making the customer journey smoother, faster and more transparent. Today, when someone applies for a refund, the system automatically pulls in all their booking details. The customer only needs to select their reason and upload any needed documents, no digging through inboxes, no starting from scratch.

They can track everything through a date-stamped trail of communication. And refunds can be issued in 153 currencies, with the ability to go straight back to the original credit card coming soon, a feature I’m genuinely excited about.

Growing Into New Markets

As our technology improved, our reach widened. From theatres to the wider leisure industry, and now into conferences and events across the USA and Europe, our networks have grown well beyond what I ever imagined when this began.

We now work closely with brokers, Lloyd’s underwriters and A-rated insurers, and support some of the biggest ticketing companies in South Africa and Australasia. It’s been quite a journey, full of challenges, unexpected turns, and more learning curves than I can count.

The Values That Got Us Here

 If I had to pinpoint the reason, we’ve built what we’ve built, it comes down to this:

Honesty, transparency and integrity.

Those values guide everything we do, from how we design our systems to how we work with our partners to how we support customers. Everyone at Simple Refunds shares that same energy and enthusiasm. It’s what makes me proudest of the team we’ve built.

Looking Ahead

 We’re not done. Not even close. Technology keeps changing, customer expectations keep rising, and we’re committed to staying ahead, always improving, always adapting, and always delivering something our partners can be proud to offer.

I hope this blog gives you a feel for the journey behind Simple Refunds, the people, the passion and the purpose that drive us.

If you’d like to connect or learn more, feel free to visit our website or drop us a message at hello@simplerefunds.com.

Thanks for reading,

Shaun Coyne