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.
- Order receipt email — the app’s own email, sent after purchase. Turn on its toggle and it carries the tickets as PDF and/or Apple Wallet attachments. This is in addition to Shopify’s order confirmation email. Enable it on the Order receipt row in Settings → System emails. Requires the Advanced plan or higher. See Order receipt email.
- Shipment update — 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 under Settings → System emails, in the Shopify notifications section. See Shipment notification email.
For an overview of all delivery options and a troubleshooting checklist, see Ticket delivery setup.
Related articles
- System emails.
- Ticket delivery setup.
- Download tickets checkout extension.
- Order receipt 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 app’s Order receipt email, or the shipment update. 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 Order receipt 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. Go to Settings → System emails and turn on the toggle on the Order receipt row. The app then sends its own email with the tickets attached as PDF and/or Apple Wallet. It requires the Advanced plan or higher. See Order receipt email.
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.
