Order confirmation emails

Upon successfully completing an order, Connect will send confirmation emails to the customer if a customer email address is supplied and Connect has been configured correctly.

Email types

There are a number of different emails that can be sent depending on the type of order being made:

Email type	Order type
Booking confirmation	Standard tickets/concessions order
Gift store confirmation	Gift store order
Loyalty welcome email	Loyalty membership purchase
Loyalty membership purchase confirmation	Loyalty membership purchase
Loyalty membership renewal confirmation	Loyalty membership renewal purchase

Note that the Loyalty welcome email will be sent to the the email address of the activated member, while the membership renewal/purchase confirmation emails will be sent to the customer email address for the order. These two email addresses can be different.

Overriding configured behaviour

By default emails will be sent based on the configuration of Connect iself which allows certain types of email to be sent or not. Setting the optional sendBookingConfirmationEmail flag in CompleteOrder to false can be used to override this behaviour from the client and force Connect to NOT send any emails.

Getting email sending details

The CompleteOrder, GetOrderDetails and Background Job Result endpoints will return an orderEmails object which will contain the following information:

• the email types that Connect attempted to send
• the email address that Connect attempted to send the email to
• whether Connect was able to successfully pass the email to the configured SMTP server

For example, a standard order may have the following orderEmails list:

{
	"orderEmails": [
		{
			"emailAddress": "jessica.rabbit@email.com",
			"successful": true,
			"emailType": 0
		}
	]
}

If an email is returned with "successful": false, consult the logs to determine the cause of the unsuccessful email. If an email was expected to be sent but does not appear in the orderEmails list, it is most likely due to a configuration issue and should be taken up with your Connect administrator.

Troubleshooting

The following sections outline some of the common causes that can lead to emails failing to send/not attempted:

Booking confirmation emails

• A booking confirmation email will be sent regardless of whether a ticket PDF attachment was generated or not. This can often happen because either GeneratePrintStream or ReturnPrintStream were not set to true on the CompleteOrder request.
• If a loyalty membership package is purchased, the order will be treated as a loyalty membership purchase and a booking confirmation email won't be sent.

Gift store confirmation emails

• These emails will not send if the attachments are not successfully generated, and any failed emails will prevent all other emails from being sent.

Loyalty welcome / loyalty membership purchase confirmation emails

• These emails will not be sent if the membership package is free.

Loyalty membership renewal confirmation emails

• The loyalty membership renewal item must be the only item purchased.