Guest email templates

ROLLER has a number of email templates that are sent from ROLLER. These can be customized in Venue Manager to suit your needs.

This guide shows you what each email template includes and how it looks. To learn how to adjust them, check out the guide Customize your email and ticket templates.

View guest email templates

From Venue Manager, go to Settings > Design > Email templates.

Order confirmation

This is sent to guests once their order has been paid for and confirmed. This email contains the following information:

• Venue logo
• Booking ID and booking name
• QR code to scan when redeeming tickets at entry
• Link to print tickets
• Date of booking (when the booking occurs)
• Venue name
• Product details - this is set in the product configuration
• Order/booking items
• Time
• Payment information - subtotal, delivery, fees, tax and total
• Receipt for download
• Form link - if linked to the product purchased and set to be included in form settings
• Waiver link - if linked to the product
• Venue name and address

Gift card received

This email is sent to the gift card recipient (the purchaser can set their email address as the recipient) and contains the following information:

• Logo of the venue
• Gift card ID
• Recipient name and Purchaser name
• Value and expiry
• QR code and link to gift card
• Personalised message if set by purchaser
• Venue name and details

Gift card sent

This email is sent to the gift card purchaser to notify them that an email has been sent to the person they bought the gift for.  

• Venue logo
• Gift card ID 
• Recipient name and email
• Venue name and details

Venue Manager payment receipt

This is manually sent to a guest from POS or Venue Manager and includes the following information: 

• The guest's name
• Thank you text including booking payment amount and booking ID
• Venue information
• Link to invoice PDF/Receipt

Waiver complete  

Once a guest has signed a waiver, they will receive confirmation via email. The email includes the following information:

• The logo
• The waiver holder's name
• A thank you message
• Venue name and details
• Link to a copy of the digital waiver they have signed as a PDF 

Waiver expiry reminder 

Two weeks before the expiry date of a waiver, an email is automatically sent to the waiver holder to remind them to renew. This email includes the following information:

• The logo
• The waiver holder's name
• A button linked to the waiver page
• Venue name and details

Invoice email

With bookings made from Venue Manager, staff can send invoice emails directly to guests. This email includes the following information:

• The logo
• The booking first name
• Item information
• Total booking cost
• The amount required (can be full amount or deposit)
• Payment methods and instructions
• Payment due date
• Link to download PDF
• Venue details: address and contact details

 

Membership details

This is sent to guests after they purchase a membership and contains details of their membership, plus the following information:

• Logo of the venue 
• Booking ID and booking name
• QR code
• Membership details and description - this is set in the product configuration
• Product instructions
• Terms of entry
• Venue name and details
• Link to ticket PDF and if activated, the receipt 

Membership 1st failed payment email 

This is sent to the membership holder after 1st failed payment on recurring payment membership. One day after a failed payment, ROLLER automatically retries to charge the guest's card. If the first retry fails, this email will be sent to the guest. This email contains the following information:

• Logo of the venue 
• Booking ID and booking name
• QR code
• Last 4 digit of card used to pay for the membership
• Membership product name
• The next retry time and instruction to change the payment details
• Venue name and details

Membership 3rd failed payment email 

This is sent to the membership holder after 3rd, 4th and 5th failed payment on recurring payment memberships. This email contains the following information:

• Logo of the venue 
• Booking ID and booking name
• QR code
• Last 4 digit of card used to pay for the membership
• Membership product name
• The next retry time and instruction to change the payment details
• Venue name and details

Membership suspension email

This is sent to the membership holder after the 2nd failed recurring payment notifying that their recurring membership has been suspended. Following the first failed recurring payment, ROLLER automatically tries to charge the guest's card again after 2 days. If the second retry fails, the membership suspension email will be sent to the guest. This email contains the following information:

• Logo of the venue 
• Booking ID and booking name
• QR code
• Last 4 digit of card used to pay for the membership
• Membership product name
• Instruction to change the payment details
• Venue name and details

Membership successful payment

This is sent to the membership holder to notify that their membership has been re-activated after successful payment if a payment was missed in the past with 3 unsuccessful retries, which result in membership suspension. This email contains the following information:

• Logo of the venue 
• Booking ID and booking name
• QR code
• Last 4 digit of card used to pay for the membership
• Membership product name
• Payment details
• Venue name and details

Membership cancelled

This is sent to the membership holder after they’ve cancelled a membership, with a prompt to renew. This email contains the following information:

• Logo of the venue
• Booking ID and booking name
• A list of the membership/s that have been cancelled
• Renew now option

Membership expired

This is sent to the membership holder after their membership has expired, with a prompt to renew. This email contains the following information:

• Logo of the venue
• Booking ID and booking name
• A list of the membership/s that have expired
• Renew now option

Membership renewal win-back

This is sent to the membership holder 30 and 60 days after their membership has expired, or has been cancelled, with a prompt to renew. This email contains the following information:

• Logo of the venue
• Booking ID and booking name
• A list of the membership/s that have expired
• Renew now option