There are a few different emails that we (Bookwhen) send to your customers on your behalf. These include booking confirmation, reminder, cancellation/transfer and waiting list emails.
This article covers:
Waiting list emails (You can find a separate article on Waiting lists here)
Booking confirmation emails
The customer and any other attendees (who have provided an email when booking) will receive a booking confirmation email.
The email includes:
The primary information about the event, such as location, ticket information and the date and time of the event. Please note: the ticket information does not display any discount amounts.
A button link labelled View booking to review the booking
The booking confirmation message information. Learn more about adding a booking confirmation message here.
Offline payment details if you've allowed the option for your customer to pay 'offline', such as via bank transfer or cash.
A .ics calendar file for the event. The calendar file makes it easy for the customer to add the event to their calendar software (such as iCalendar, Google Calendar, etc) to stay organised.
The email has four sections:
Booking reference and link
Event and ticket details
Payment details
Additional information
Reminder emails (for Standard plan users and above)
You can set when your reminder emails go out to customers here. The reminder email is sent to any attendee (who has supplied an email) and includes:
The primary information about the event, such as location, ticket information and the date and time of the event. Please note: the ticket information does not display any discount amounts.
A button link labelled View booking to review the booking
The booking confirmation message information. Learn more about adding a booking confirmation message here.
For example:
💡 Please note: The reminder email message is the same as the booking confirmation message and cannot be tailored.
Ticket cancellation/transfer notification emails
When you (or another authorised team member) or customer cancels or transfers a ticket, the attendees receive a notification via email. The email contains a link to the booking on Bookwhen and basic information about the new event.
Waiting list emails (for Standard plan users and above)
When your event shows as fully booked, and with the waiting list option turned on, your customer will have the option to join a waiting list using the Join waiting list button.
A form opens where they must leave their name and email address to receive the email notification of a space becoming available.
Below is an example of the confirmation email a customer receives when joining the list:
Below is an example of the notification email they receive when a space becomes available:
✨ You can learn more information about our waiting list feature here.
Emails showing in different timezones
Sometimes customers may contact you to say that their booked event is showing the wrong time in their email host. Usually, this happens due to their email settings, and the time has automatically changed to reflect their email settings.
For example, in the below example, there are three sections:
The sections highlighted in red (at the top and bottom of the screenshot) are information imported directly from Bookwhen (which should show the time set up within Bookwhen).
The section highlighted in blue (in the middle of the screenshot) is 'user device specific', meaning the information here has been amended by the email host (such as Gmail, Outlook etc).
👉 One way to check this on Google is to head to calendar.google.com, then Settings > Language and Region, and review the primary time zone.
💬 Any questions or feedback? There are two ways to get in touch:
For a quicker response, please contact us via live chat on our homepage or your account.
Or send us an email
Thank you! 🕺