Customer Emails
Eventixa sends customer-facing email notifications for important registration and booking events.
These messages help customers understand what happened, what they registered for, and what they should do next.
Available in: Eventixa Core + Eventixa Pro
Location: Eventixa → Settings → Emails → Email Template
Related features: Bookings, Payments, Tickets, RSVP, Reminders, Waitlist
Open Customer Email Templates
From the WordPress dashboard, go to: Eventixa → Settings → Emails
Open: Email Template
This screen lists the available Eventixa email templates.
Each template shows:
- Template name
- Current Active status
- Description
- Manage button
Click: Manage to configure an individual email template.
Customer Email Types
Customer-facing Eventixa emails can include:
- Booking Completed / Ticket Email
- Payment Confirmation
- Booking Cancelled
- RSVP Confirmation
- RSVP Cancelled
- RSVP Response Updated
- Event Reminder Email
- Attendee Ticket Re-Send
- Waitlist Confirmation
- Waitlist Seat Available
- Waitlist Offer Expired
The exact templates available depend on your Eventixa setup and active features.
Booking Completed / Ticket Email
The Booking Completed / Ticket Email is sent when an eligible booking reaches the completed or paid state.
It can be used to confirm the customer’s registration and deliver ticket-related information.
This is one of the most important Eventixa customer emails.
What the Booking Completed Email Can Contain
Depending on your template and configuration, it can include:
- Customer name
- Booking reference
- Event name
- Event date
- Event time
- Ticket
- Attendee information
- Booking total
- Ticket link or ticket details
When It Should Be Sent
This email should be sent when the booking is genuinely confirmed.
For paid registrations, that usually means the payment has reached the appropriate successful state.
Do not use a completed-registration email to imply payment success when the booking is still Pending or Failed.
Payment Confirmation
The Payment Confirmation email is sent when payment is confirmed.
This is useful for paid bookings where the customer needs a clear receipt-like confirmation that the payment was successful.
Payment Confirmation vs Booking Confirmation
These messages serve different purposes.
Booking Confirmation
Confirms the registration.
Payment Confirmation
Confirms the financial transaction.
They may happen together in a normal paid booking, but they represent different parts of the workflow.
Booking Cancelled
The Booking Cancelled email informs the customer when a booking has been cancelled.
It should clearly communicate that the registration is no longer active.
Cancellation Does Not Automatically Mean Refund
A cancelled booking does not necessarily mean the money has already been returned.
Avoid wording that promises a refund unless the actual refund has been processed.
For refund communication, make sure the financial outcome is verified first.
RSVP Confirmation
The RSVP Confirmation email is sent when an RSVP registration is confirmed.
This can be used for: Going responses.
The message should identify the event and the customer’s current RSVP response.
RSVP Cancelled
The RSVP Cancelled email is used when an RSVP registration is cancelled.
This lets the customer know their previous registration is no longer active.
RSVP Response Updated
The RSVP Response Updated email is useful when an RSVP response changes.
For example:
Going → Not Going or Not Going → Going
This is especially useful when the attendee changes their response after the original registration.
Event Reminder Email
The Event Reminder Email is a reusable customer template used by reminder schedules.
It can be sent before the event according to your configured reminder timing.
Examples include:
- 1 day before event
- 2 hours before event
- Other configured schedules
Reminder Emails are covered separately.
Attendee Ticket Re-Send
Requires Eventixa Pro
The Attendee Ticket Re-Send email is used when an administrator manually re-sends an attendee’s ticket.
This is useful when:
- Ticket email was lost
- Email address was corrected
- Original delivery failed
- Attendee requests another copy
Correct Email Before Re-Sending
Before using Re-Send Ticket:
- Open the attendee.
- Check the attendee email.
- Correct it if necessary.
- Save attendee fields.
- Re-send the ticket.
This prevents the replacement ticket from being delivered to the wrong address.
Waitlist Confirmation
Requires Eventixa Pro
The Waitlist Confirmation email is sent when a visitor successfully joins an event ticket waitlist.
This email should confirm:
- Event
- Waitlist entry
- Relevant ticket
- Any next-step information
Joining the waitlist does not mean the visitor has a confirmed ticket.
Waitlist Seat Available
Requires Eventixa Pro
The Waitlist Seat Available email is sent when a waitlisted visitor is promoted and a seat is reserved for them.
This is a time-sensitive email.
It should clearly communicate:
- A seat is available
- Reservation is temporary
- Checkout action
- Expiration information where applicable
Waitlist Offer Expired
Requires Eventixa Pro
The Waitlist Offer Expired email tells the visitor that their reserved waitlist opportunity has expired.
This helps prevent confusion when the protected checkout link is no longer usable.
Customer vs Purchaser
The purchaser and attendee can be different people.
For example:
Purchaser: Eventixa Team
Attendee: John Paul
A booking-level customer email may go to the purchaser, while attendee-specific ticket emails may go to the attendee.
Multiple Attendees in One Booking
One booking can contain several attendees.
For example:
- John Paul
- Jane Paul
- Alex Paul
The booking confirmation can represent the overall purchase, while attendee ticket delivery can be handled per attendee.
Customer Email Status
On the Email Templates screen, each template can show an: ACTIVE badge.
This means the template is currently enabled for its workflow.
If an expected email is not being sent, confirm the template is active.
Manage a Customer Email
To configure a customer email:
- Go to Eventixa → Settings → Emails → Email Template.
- Find the template.
- Click Manage.
- Review the available settings.
- Update the template.
- Save changes.
- Test the workflow.
Email Subject
The subject should clearly explain why the customer received the email.
Good examples include:
Your Event Registration Is Confirmed
Payment Confirmed for Your Booking
Your Event Ticket
Your RSVP Has Been Updated
Avoid unclear subjects such as: Notification
Email Heading
Use a concise heading inside the email.
For example:
Booking Confirmed or Your Ticket Is Ready
The subject and heading should complement each other.
Email Body
The body should explain:
- What happened
- Which event is involved
- What the customer should do next
Avoid unnecessary text.
Customer emails should be easy to scan.
Dynamic Placeholders
Customer templates can use Eventixa placeholders for dynamic data.
Examples can include:
- Customer name
- Event title
- Event date
- Booking reference
- Ticket
- Amount
Email Placeholders are documented separately.
Example Booking Email
A useful booking confirmation might communicate:
Hi John,
Your registration for Community Science Festival is confirmed.
Booking: EC26001572
Date: August 16, 2028
Ticket: Standard Event Pass
This gives the customer enough context without unnecessary complexity.
Recurring Event Emails
For recurring events, customer emails should identify the actual occurrence.
For example:
Community Science Festival — August 16, 2028
not only: Community Science Festival
The selected occurrence is important registration information.
Virtual Event Emails
Virtual and Hybrid events may require customer communication about access.
Depending on the workflow, emails may contain or reference:
- Virtual access information
- Meeting timing
- Event reminders
Do not expose managed Zoom or Google Meet access earlier than the Eventixa access rules allow.
Payment Gateway Emails
The payment provider can also send messages.
For example:
- PayPal receipt
- Stripe-related payment confirmation through another system
- WooCommerce order emails
These are separate from Eventixa customer notifications.
Avoid Duplicate Communication
If multiple systems send similar messages, review the customer experience.
For example, a customer might receive:
- WooCommerce order confirmation
- Eventixa payment confirmation
- Eventixa booking/ticket email
This can be acceptable, but the messages should have distinct purposes.
WooCommerce Customer Emails
When WooCommerce handles payment, WooCommerce may send transactional emails based on order status.
Eventixa can still handle event-specific communication.
Use WooCommerce for commerce information and Eventixa for event-registration information.
Free Ticket Emails
Free registrations can still receive customer emails.
No payment is required, but the customer still needs confirmation and ticket information.
Guest Checkout Emails
Guest customers depend heavily on email because they may not have an account to revisit later.
Make sure guest-facing emails contain:
- Event information
- Booking reference
- Ticket information
- Clear support contact where applicable
Logged-In Customer Emails
Logged-in customers can receive the same applicable emails while also using their account features.
Customer Email and Coupons
If a coupon was used, the customer-facing booking information should reflect the final amount.
For example:
Subtotal: $100
Discount: $20
Total: $80
Do not show an incorrect pre-discount amount as the amount paid.
Customer Email and Refund
Only communicate that a refund is complete after the actual financial refund is verified.
Changing Eventixa status alone does not return money.
Customer Email and Cancellation
If a booking is cancelled but payment has not yet been refunded, the email should not falsely state that the refund is complete.
Customer Email and Waitlist Expiration
Waitlist messages are time-sensitive.
Make sure the Seat Available email clearly tells the visitor how long they have to complete checkout.
Email Deliverability
Customer emails depend on the site’s WordPress mail environment.
Delivery can be affected by:
- Hosting mail configuration
- SMTP setup
- Sending domain
- Spam filtering
- Invalid email address
Use SMTP for Production
A reliable SMTP or transactional email provider is strongly recommended for production Eventixa sites.
Important booking and ticket emails should not depend on unreliable default server mail.
Test Every Important Customer Email
Before going live, test the main workflows you use.
At minimum, test:
- Paid booking
- Free booking
- Booking cancellation
- RSVP
- Ticket Re-Send if Pro
- Reminder email
- Waitlist if Pro
Test the Recipient
Check that each message reaches the correct person.
For example:
- Purchaser email
- Attendee email
- Waitlist visitor email
Test the Content
Verify:
- Subject
- Heading
- Event title
- Event date
- Booking reference
- Ticket
- Amount
- Links
Common Problems
Booking Email Is Not Sent
Check:
- Template is Active
- Booking reached correct status
- Customer email is valid
- WordPress email works
- SMTP logs
Customer Gets Ticket but No Payment Confirmation
Check the Payment Confirmation template and booking payment state.
Wrong Customer Receives Email
Review purchaser and attendee email fields.
RSVP Email Does Not Match Current Response
Check the attendee’s current RSVP state and the correct email template trigger.
Waitlist Email Is Missing
Confirm Eventixa Pro waitlist is active and the applicable waitlist template is enabled.
Ticket Re-Send Goes to Old Email
Update and save the attendee email before using Re-Send Ticket.
Recurring Event Email Shows Wrong Date
Verify that the booking belongs to the correct occurrence.
Customer Receives Duplicate Emails
Check whether:
- Eventixa sends multiple templates
- WooCommerce also sends an email
- Another WordPress email plugin triggers notifications
Email Goes to Spam
Review:
- SMTP
- Sending domain authentication
- Sender address
- Email content
Recommended Customer Email Setup Workflow
- Go to Eventixa → Settings → Emails → Email Template.
- Review all customer-facing templates.
- Confirm required templates are Active.
- Open each template with Manage.
- Configure subject and heading.
- Review message body.
- Add supported placeholders.
- Save changes.
- Complete a test booking.
- Verify customer email.
- Test cancellation.
- Test RSVP.
- Test reminder email.
- Test ticket re-send if applicable.
- Test waitlist emails if applicable.
Recommended Production Checklist
Before launching:
- Booking Completed / Ticket Email is configured.
- Payment Confirmation is configured if used.
- Booking Cancelled email is clear.
- RSVP templates match your workflow.
- Reminder template is tested.
- Re-Send Ticket template is tested if Pro.
- Waitlist templates are tested if Pro.
- Guest emails are understandable.
- Recurring occurrences display correctly.
- SMTP delivery works.
Important Notes
- Customer emails are managed under Eventixa → Settings → Emails → Email Template.
- Eventixa provides separate email templates for different customer workflows.
- Booking and payment emails serve different purposes.
- Purchaser and attendee may be different recipients.
- RSVP emails have their own workflow.
- Ticket Re-Send requires Eventixa Pro.
- Waitlist customer emails require Eventixa Pro.
- Recurring-event emails should show the correct occurrence.
- Cancellation does not automatically mean refund.
- Always test customer email delivery before accepting live registrations.
