Tickets issue when an order is fulfilled. The Fulfillment preference setting controls when fulfillment happens: as soon as the order is created, once it’s paid, or whenever Shopify fulfills it. If orders sit unfulfilled, no tickets are generated and nothing is delivered to the customer.
Requirements: The Event Ticketing app installed.
Set the fulfillment preference
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In the Event Ticketing app, open Settings.
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Scroll to the Order fulfillment section.
- Choose one of the three options:
- Default — defers to your Shopify store setting under Settings → Checkout → Order processing → Fulfillment. The app does not fulfill on its own. If that Shopify setting isn’t set to auto-fulfill, orders stay unfulfilled and no tickets issue.
- Auto fulfill upon order creation — tickets are issued immediately when the order is placed, before payment is confirmed.
- Auto fulfill upon order paid — tickets are issued once the order is paid.
- Save the settings.
Tickets are generated and delivered at the moment the order is fulfilled.
Which option to pick
Match the preference to how your store captures payment:
- If your Shopify store already auto-fulfills paid orders (Settings → Checkout → Order processing → Fulfillment set to automatically fulfill the order’s line items), leave the preference on Default — Shopify fulfills the order and the app issues tickets in response.
- If that Shopify setting is Do not automatically fulfill any of the order’s line items, and you want tickets to go out automatically, pick Auto fulfill upon order creation or Auto fulfill upon order paid.
- Use Auto fulfill upon order paid when you capture payment manually or use a payment processor outside Shopify, so tickets don’t issue before money clears.
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FAQ
Orders are unfulfilled and no tickets were sent. Why?
The most common cause is a fulfillment preference of Default while your Shopify store isn’t set to auto-fulfill. With Default, the app waits for Shopify to fulfill the order, and if Shopify never does, tickets never issue. Switch to Auto fulfill upon order creation or Auto fulfill upon order paid, or change your Shopify Order processing setting to fulfill automatically.
I capture payment manually and orders sit unfulfilled.
With manual capture, the paid event the app waits for doesn’t fire until you capture the payment. Either capture the payment and mark the order fulfilled in Shopify (which issues tickets), switch Shopify to automatic capture, or set the preference to Auto fulfill upon order creation so tickets issue at order placement instead of payment.
A customer’s payment was declined but they still got tickets.
The preference is set to Auto fulfill upon order creation, which issues tickets before payment is confirmed. Change it to Auto fulfill upon order paid so tickets only issue once the order is paid.
Tickets show in the app but the customer never got an email.
Fulfillment generates the tickets; a separate setting emails them. Check that the ticket attachment email is enabled, or have the customer use the download link on the order. See ticket delivery setup.
If I mark an order fulfilled manually in Shopify, do tickets issue?
Yes. Marking an order fulfilled in Shopify triggers ticket generation regardless of your fulfillment preference.
Does the order’s fulfillment status affect whether the customer can get their tickets?
No. Once tickets are generated they’re available to download, independent of the fulfillment status shown in Shopify.
