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How to Figure Out Which Confirmation Email Will Send: https://help.pm.leapevent.tech/a/1474420
Confirmation email templates send to your patrons and donors if they have an email address on file for a variety of reasons: a donation, a ticket purchase, a membership purchase, and more.
In this article, we'll show you how to check which email will get sent for Donations, Ticket Orders, and Signups.
We've put together a flowchart to help you figure out which confirmation email will send for a given order. It's a large image, so be sure to expand it to see the whole thing! If you still can't see it, you can download the attached PDF.
And here's that PDF:
If you use PatronPortal, the Membership Confirmation Email Template that sends when a patron purchases a Membership will also provide them with their PatronPortal login information.
Additionally, Confirmation Email Templates are also sent when a refund or exchange is processed on a Ticket Order.
- The Refund Confirmation Email Template is sent when a refund is processed
- The Exchange Confirmation Email Template is sent when an exchange is processed
By default, these emails will go out to your patrons. You can opt not to send the Refund Confirmation Email Template or Exchange Confirmation Email Template to your patron during a refund or exchange by unchecking the Send Email Confirmation box during the process.
But what if a Ticket Order has more than one of these things?
If a Ticket Order contains multiple types of items, like single tickets and a subscription, the system sends the Confirmation Email Template that it deems most important, but will include the details for all items purchased in the order.
- If an order contains both a subscription and single tickets: the Awaiting Fulfillment Confirmation Template will send if the subscription is not filled and the Confirmation Email Template will send for filled subscriptions
- If an order contains both a membership and single tickets: the Membership Confirmation Email Template will send
- If an order contains both a membership and subscription: the Membership Confirmation Email Template will send
- If an order contains single tickets, a subscription, and a membership: the Membership Confirmation Email Template will send
If the Delivery Method for a Ticket Order is set to Email and contains single tickets and another type of item, you'll need to email the patron their tickets.
Where can I find what Email Template is used for these different scenarios?
For the most part, you can see the default Email Templates for Ticket Order Confirmations in PatronTicket Settings.
The exception is if you've set event-specific Custom Order Confirmation Templates, which you can check from your individual Ticketable Events, as described here.
From the PatronTicket Hub, click PatronTicket Settings
You'll find the default Confirmation Email Templates towards the top
And what if a Ticket Order includes a Donation?
When a Ticket Order comes in with a PatronTicket Donation, the Confirmation Email Template for the order will be sent at the time of purchase and will show the gift and its amount.
Additionally, you can set conditional donor acknowledgement text to appear below the order summary in your Confirmation Email Template via PatronTicket Settings.
Here's what the Confirmation Email Donation Text looks like in the Confirmation Email:
Do you want to move the location of the Confirmation Email Donation Text or make it even more conditional? Check out the January 2023 Release Notes for instructions!
The best way to check which email will send for a Donation is to check the Acknowledgment Emails set in your Organization Settings and on your Donation Forms.
In Organization Settings, you can set the following emails:
- Back Office Donation Ack. Template: the email that sends when your staff qualifies an online donation and opts to send an acknowledgment email during qualification
- Recurring Donation Creation Template: the email that sends when a Recurring Donation is first made
- Recurring Donation Payment Template: the email that sends when any Recurring Donation payment is made after the first
All other Acknowledgment Emails are set on your Donation Forms.
Make sure to include some instructions for your donors on how to cancel their recurring payments in your email templates for Recurring Donations!
There's two ways to get to Organizations Settings
From the PatronDonate Hub, click Organization Settings
From the App Launcher, look for Organization Settings
1. Make sure the List View is set to All and click into Organization Settings
2. Check the Acknowledgment templates set here
If you need a refresher on what each of these templates are, refer back to our guide.
1. Go to the Donation Forms tab
There's two ways to get to the Donation Forms tab.
From the PatronDonate Hub, click Donation Forms
From the App Launcher, search for Donation Forms
2. Check the Show Active Forms Only
3. Click into your Donation Forms one at a time
4. Check the Acknowledgment templates set here
Depending on whether this Donation Form takes Single Donations, Recurring Donations, or both, you can have up to three Acknowledgment templates set here: the Single Donation Template, First Recurring Donation Template, and Scheduled Recurring Donation Template.
If you're using PatronManager Signup Forms, you can check which email is going out when folks sign up for your mailing lists from the individual Signup Forms.
1. From the App Launcher, find Signup Forms
2. Click into each of your Active Signup Forms
3. Check the template set as your Welcome Email Template
But what if I want to edit some of these templates or make new ones?
You can do that, and we have directions on how to make those edits or set up new templates for you!