Alongside Shopify’s own order confirmation, the Event Ticketing app sends its own emails when something happens to a ticket. They are listed together in the app under Settings → System emails, and each event has its own Emails section for changing the wording on that event alone.
These are automatic emails, triggered by an order or a ticket. They are not campaigns: a campaign is an email you compose and send to a list of attendees yourself.
Requirements: The Event Ticketing app installed.
The seven emails
| When it sends | Who receives it | |
|---|---|---|
| Order receipt | After an order is placed, once the order is fulfilled. Carries the tickets as PDF and Apple Wallet attachments. Off by default, and requires the Advanced plan or higher. | The buyer |
| Ticket email | When a customer completes attendee registration for a ticket, and when you email a ticket to someone yourself. Carries a link to download or manage that one ticket. | The attendee on the ticket |
| Transfer sent | When a customer transfers a ticket, asking the recipient to accept or decline. | The recipient |
| Transfer confirmation | When a transfer is started, confirming it went out. | The sender |
| Transfer accepted | When the recipient accepts the transfer. | The sender |
| Transfer declined | When the transfer is declined or canceled. | The sender |
| Refund | When an order is refunded. | The buyer |
The two ticket-delivery emails are easy to mix up. The Order receipt is one email per order, sent to the buyer with every ticket in the order attached. The Ticket email is one email per ticket, sent to that ticket’s own attendee, and it goes out when their attendee details are filled in rather than at purchase. Most stores use one or the other. See Ticket delivery setup.
If your store sells more than tickets
These emails only ever fire for orders that contain event tickets.
The app picks up a Shopify order only when at least one line item is a ticket product it created. An order with no tickets in it — merch, gift cards, anything else you sell — is ignored completely. It never appears in the app, and none of the emails above are sent for it. The same is true of refunds: refunding a non-ticket line doesn’t produce a refund email from the app.
On a mixed cart, the app pulls in the ticket lines and ignores the rest. The buyer gets Shopify’s order confirmation covering the whole order, and the app’s emails covering the tickets.
Shopify’s own order confirmation email and SMS are unaffected either way. They are Shopify notifications, edited in your Shopify admin under Settings → Notifications. See Email and SMS receipts.
Change the wording store-wide
- In the Event Ticketing app, go to Settings.
- Under Emails, open System emails.
- Click the name of the email you want to change.
Each email opens an editor with a handful of text fields. Which fields depend on the email:
| Editable fields | |
|---|---|
| Order receipt | Subject, Heading, Custom blurb |
| Ticket email | Subject, Heading, Footer, Custom blurb |
| Transfer sent | Subject, Intro, Detail, Footer, Custom blurb |
| Transfer confirmation | Subject, Intro, Footer, Custom blurb |
| Transfer accepted | Subject, Intro, Footer, Custom blurb |
| Transfer declined | Subject, Heading, Intro, Detail, Custom blurb |
| Refund | Subject, Heading, Custom blurb |
Custom blurb is extra copy added into the body. Subject and Custom blurb accept Liquid merge fields; every other field is plain text.
Leave a field empty to use the app’s built-in wording, and clear a field you previously changed to go back to it. There is no default template to paste back, so nothing is lost by experimenting.
Use Send test on a row to mail yourself a copy before going live. The test builds a sample order or ticket, so the values are placeholders but the layout and your wording are real.
Merge fields
The variables available differ per email, because each one is rendered from a different record. The order receipt is rendered per order, so it reads {{ order.number }} and loops over order.tickets. The ticket email is rendered per ticket, so it reads {{ ticket.name }}. The transfer emails expose {{ first_name }}, and the refund email exposes {{ reimbursement.total }}.
To see everything one email can reference, put the root variable on its own in the custom blurb — {{ order }} or {{ ticket }} — send yourself a test, and read the dump in the email you receive. A template written for one email will not render in another, since the roots differ.
Change the wording for one event
The steps above set the default for your whole store. To change an email for a single event:
- Open the event.
- Expand the Emails section.
- Click Customize on the email you want to change.
You get the same fields, applied to that event only. The section’s badge reads Using defaults until you change something, then shows how many of the event’s emails have been customized, and each changed row is marked Customized.
Anything you don’t set on the event falls back to your store-wide wording, and anything you don’t set there falls back to the app’s built-in wording. Customizing one event never affects another.
Branding and sender
Logo, banner image, and accent color come from Settings → Brand, and apply to every email above. An event can carry its own banner, set in the same per-event editor.
The from name and reply-to address are store-wide, under Settings → Sender preferences. To send from your own domain rather than ours, see Custom sender email (DKIM/SPF).
Related articles
- Order receipt email — enable ticket attachments and customize the receipt in depth.
- Ticket delivery setup — all the ways a ticket reaches a customer, plus a troubleshooting checklist.
- Email and SMS receipts — what Shopify sends versus what the app sends.
- Ticket transfers — the flow behind the four transfer emails.
- Refunds — what triggers the refund email.
- Shipment notification email — the optional Shopify shipment notification the app can trigger.
FAQ
Will these emails go to customers who only buy merch?
No. The app only picks up orders containing a ticket product it created. An order without tickets never reaches the app, so none of these emails are sent for it.
What is the difference between the Order receipt and the Ticket email?
The Order receipt is one email per order, sent to the buyer, carrying every ticket in the order as attachments. The Ticket email is one email per ticket, sent to that ticket’s attendee, carrying a link for that ticket, and it fires when the attendee’s details are completed rather than at purchase.
My Order receipt row says it’s off.
Turning it on or off is store-wide, on the Order receipt row in Settings → System emails. It needs the Advanced plan or higher; on a lower plan it switches itself back off when your subscription is next verified. An event’s own Emails section has no on/off switch, only wording. See Order receipt email.
Can I reuse the same wording across several events?
Set it store-wide under Settings → System emails and every event inherits it, including events you create later. Per-event customization is exactly that: the fields you fill in on one event apply to that event only.
Can I edit the rest of the email, not just these fields?
Not in the per-event editor. The layout, buttons, and the footer carrying your company name and address are fixed there. If you need a different layout, contact support.
I edited an email and nothing changed.
Check which level you edited. An event’s own wording overrides the store-wide wording for that event, so a store-wide change won’t show up on an event that has been customized. Open the event’s Emails section and look for the Customized badge on the row.
Do these replace Shopify’s order confirmation?
No. Shopify’s order confirmation and SMS still send as normal, and the app can’t edit them. These emails are in addition to it.
