27. Notifications - Email Types

A complete reference of every email the platform sends, when it is triggered, and who receives it.

This page catalogues every email the platform sends. Each entry describes what triggers the email, who receives it, and any conditions that affect whether it is sent. Use this as a reference when you need to understand what emails your customers or staff are receiving.

All emails listed here can have their content customised through the website text manager. See Customising Emails for details.

These emails are sent to the people who purchase items, receive transfers, or interact with the shop.

Sent to the purchaser when an order is completed successfully. Contains the order reference, a summary of purchased items grouped by event, download links for tickets and QR codes, and calendar links.

If an order contains items from multiple events and the Dispatch confirmation email per inventory source setting is enabled, the customer receives a separate confirmation email for each event rather than a single combined email.

Sent when a customer places a reservation that requires approval before payment. Lets the customer know their reservation has been received and will be reviewed.

Sent when an admin creates a payment link for a customer, or when a reservation is approved and payment is required. Contains the amount due and a link to complete payment.

If the reservation has an expiry date, the email includes a warning: Your reservation will expire on \[date].

Sent when a deposit payment is received for a partially paid order. Confirms the deposit amount and provides a link to pay the remaining balance.

Sent when a tax receipt is generated for an order. Can include an attached PDF if the company has that feature enabled.

Sent when items on a customer's order are refunded. Describes which items were refunded and confirms the refund method.

The email content differs depending on the refund method. Refunds to the original payment method state that the refund will be issued to the customer's original payment method. Refunds to account balance state that the refund will be issued to the customer's account balance.

Sent when items on an order are cancelled without a refund. Lists the cancelled items and confirms they are no longer valid.

Sent to a transfer recipient when someone shares items with them. Contains the sender's name, the items being transferred, and a button to claim the items.

For scheduled transfers, the email is sent when the transfer date arrives, not when the transfer is created. A background process checks for pending transfers and sends notification emails as they become due.

Sent when individual items on a reservation are approved. Confirms which items were approved and provides next steps.

Sent when individual items on a reservation are rejected.

Sent when an entire reservation is rejected.

Sent when a reservation is approved and the customer needs to pay. Includes a payment link.

Sent when a payment attempt fails during checkout. Lets the customer know they should try again.

Sent automatically before an event takes place to remind attendees and provide download links for their tickets.

Sent when tickets that were withheld at the time of purchase become available for download.

Sent when an attendee's seat or space is moved to a different location.

Sent when a customer is added to a customer group, welcoming them and explaining any benefits.

Sent when a customer needs to verify their email address to complete their account setup.

Sent when a customer account is created on their behalf (e.g. during a data import) and they need to set a password.

Sent when a customer requests a password reset.

These emails are sent to event organisers, administrators, and staff to keep them informed of activity.

Sent to designated staff members whenever a purchase is made for their event. Contains a summary of the order including the customer name, items purchased, and total.

An enriched variant is available that includes additional detail such as billing address, customer address, and data capture responses. Enable this via Enable enriched purchase notifications in company settings.

Sent to approval recipients when a user requests approval to publish an event. Contains the event name, the requesting user, and a link to review the event.

See Event Approvals for the full approval workflow.

Confirmation sent to the user who requested approval, confirming their request was submitted.

Sent to the user(s) who requested approval when their event is approved and published.

Sent to the user(s) who requested approval when their event is rejected. Includes the rejection reason.

Sent to designated recipients when a new event is created or copied. Used to notify hub-level administrators of new event activity.

Sent after a bulk refund operation completes, summarising the results.

These emails are sent to system administrators for operational purposes. They are not configurable through the standard notification settings.

• Email Settings - Configure which emails are sent

• Customising Emails - Change email content

• Sending Emails - Send and resend emails manually

• Email Logs - Track delivery status