When a customer buys tickets, the order confirmation email and SMS are sent by Shopify, not by the Event Ticketing app. Their content, sender, and timing are controlled in your Shopify admin notification settings. The app delivers the tickets themselves through separate channels.
Requirements: The Event Ticketing app installed.
What Shopify sends
Shopify’s built-in order confirmation email and SMS are standard Shopify notifications. The app does not edit, replace, or add to their content. By default they link the customer to the order status page with a View your order link — they do not attach tickets.
To change the wording, sender, or styling of these receipts, edit them in your Shopify admin under Settings → Notifications. That is a Shopify feature; see Shopify’s notification documentation.
How tickets reach the customer
Tickets are delivered through the app’s own channels, not through the Shopify receipt:
- Download block on the checkout pages — the primary path. Customers download their tickets from the thank-you page and the order status page (the same page the View your order link opens). See Download tickets checkout extension.
- Ticket attachment email — an optional, separate email the app sends after purchase with the tickets attached as PDF and/or Apple Wallet. This is in addition to Shopify’s order confirmation email. Requires the Advanced plan or higher. See Ticket attachment email.
- Shipment notification — optionally, the app triggers Shopify’s Shipment confirmation notification on order completion, with the tracking link pointing to a web page where the customer downloads their tickets. Toggle it in Settings → Shipment notification. See Disable shipment email.
For an overview of all delivery options and a troubleshooting checklist, see Ticket delivery setup.
Related articles
- Ticket delivery setup.
- Download tickets checkout extension.
- Ticket attachment email.
- Order confirmation page.
FAQ
Can the app change the text of Shopify’s order confirmation email?
No. The order confirmation email and SMS are Shopify notifications. Edit them in your Shopify admin under Settings → Notifications. The app delivers tickets separately.
The customer got the Shopify receipt but no tickets — why?
The Shopify receipt doesn’t carry tickets. Tickets come from the checkout download block, the ticket attachment email, or the shipment notification. If none are reaching the customer, work through the Ticket delivery setup checklist.
Do I still need to add download links to my Shopify notification templates?
No. Older setups pasted a download link into the Shopify order notification template by hand. The download block on the checkout pages replaces that, and the ticket attachment email delivers tickets directly. Use those instead of editing the templates.
Can I email tickets as attachments instead of making customers visit their order page?
Yes — turn on the ticket attachment email in Settings. It sends a separate email with the tickets attached as PDF and/or Apple Wallet. It requires the Advanced plan or higher.
Will a test notification show the ticket download?
Shopify’s test notifications don’t include a real order, so they won’t reflect ticket delivery. Place a real order (a $0 draft order works) to see the full flow.
