Guest email templates

ROLLER has a number of email templates that are sent to guests. This guide shows you what each email template can include and how it looks.

View and customize guest email templates

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

• Select a template to preview it.
• If on a Pro plan and above, you can customize the content, language and brand of each template. 

Booking management emails

Order confirmation email

Automatically sent to the booking guest as a confirmation after an online purchase. Can also be sent manually from the booking in Venue Manager.

Contents include:

• Venue logo, booking ID and name
• QR code for ticket scanning and a link to print tickets
• Event timing and location details
• Online account link to manage booking (when online accounts is enabled)
• Specific product instructions (entered per product in a product's settings)
• Detailed order breakdown and downloadable receipt (PDF)
• Information on recurring membership payment schedules
• Link to any forms (if the form is linked to in a product's settings and enabled in this email template)
• Waiver instructions and a sign waiver call-to-action button (if the waiver is linked to in a product's settings)
• Venue name and address

Default waiver panel text (customizable on Pro plan and above)

The waiver prompt reminds the booking holder that all participants must sign a waiver. Instructions include sharing the waiver link with other guests invited, as shown below.

Payment link email

Email used when sending guests payment request links from Venue Manager.

Contents include:

• Venue logo
• Booking ID and name
• Pay now call-to-action, which opens the payment page
• Security note about ROLLER’s compliance with PCI DSS and use of TLS
• Payment deadline information
• Order section listing booking inclusions

Invoice email

Email used to send guests an invoice from Venue Manager. 

Contents include:

• Venue logo
• Booking first name
• Item information
• Total booking cost and required amount (full or deposit)
• Pay now call-to-action, opening up the online payment form
• Payment methods and instructions
• Payment due date
• Link to download PDF
• Venue address and contact details

Payment receipt email

Manually sent by staff from POS or Venue Manager.

Contents include:

• Guest's name
• Thank you text with booking payment amount and booking ID
• Venue information
• Link to print PDF/receipt

Canceled tentative booking

This email automatically sends when a guest misses the payment deadline for a tentative booking to notify them their booking has been canceled.

Contents include:

• Venue logo
• Booking ID and name
• Cancelation date

Booking reminder email (Pro plan and above)

Automatically emails guests before their booking to help them prepare, when enabled in a product's settings.

You can set this email to trigger for specific products and choose the best time to send it during product setup. This option is available for session passes, standard passes, party packages and packages. 

Contents include:

• Time, location and directions
• Reminder to prepare for the event
• QR code for ticket scanning and a link to download tickets
• Specific product guidance (entered in a product's settings)
• Detailed order breakdown
• Recurring membership payment information (when a product purchased is a recurring membership)
• Waiver prompt (when a product purchased requires a waiver)
• Venue address, phone number and email
• Custom email panel (add your own promotions, upsell items or any other information that you want guests to prepare for or know about prior to their visit. Learn more)

To enable for a product:

1. From Venue Manager, go to Products > All products.
2. Select the product you want to enable this email for.
3. Under Additional options, enable Booking reminder and set the desired time to remind guests prior to the booking (eg 2 days).

Gift card emails

Gift card received email

Sent to the gift card recipient (the purchaser can set their own email address as the recipient).

Contents include:

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

Gift card sent email

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

Contents include:

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

Waiver management emails

Waiver request email 

Manually sent by staff after creating a booking that requires waivers from Venue Manager. From the booking's page in Venue Manager, simply select Send waiver request at the top of the page.

Contents include:

• Venue logo, booking ID, and name
• "Sign waiver now" call-to-action, which opens up your venue's online waiver agreement
• Instructions to share the waiver link with other guests
• List of guests who have signed the waiver (if this option is selected by staff when sending the email)

Learn more about how to send a waiver request email (or text/SMS) for a specific booking. Any waivers signed in this way are automatically linked to the booking. 

Waiver reminder email for party packages

Sent to party booking holders to remind them to get invited guests to sign waivers.

Contents include:

• The venue's logo
• The booking ID and booking name
• Clear instructions for sharing the waiver
• Easy-to-share waiver link
• A list of guests who have already signed the waiver, making it easy to follow up with guests who haven't.

To enable for a party package product: 

1. From Venue Manager, go to Products > All products.
2. Select the party package product that you want to activate it for.
3. Scroll to Additional options.
4. Make sure you have Waiver selected to unlock the Waiver reminder checkbox.
5. Select Waiver reminder, then set the desired time in days to remind guests prior to the booking.

Waiver complete email

Automatically sent to guests after they sign waivers as confirmation.

Contents include:

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

Waiver expiry reminder email

Automatically sent two weeks before waiver expiry (when enabled in Documents > Waivers > Configuration).

Contents include:

• The logo
• The waiver holder's name
• A "Renew my waiver" call-to-action, which opens your venue's online waiver
• Venue name and details

Membership management emails

Membership details email

Sent to guests after they purchase a membership and contains details of their membership.

Contents include:

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

Booking agreement email

Automatically sent to guests to confirm their signed booking agreement. Booking agreements require your guests to read and accept terms and conditions digitally before purchasing and redeeming recurring payment memberships and are available on a Premium plan and above.

Contents include:

• Logo of the venue, booking ID and booking name
• Booking agreement signee name
• Booking agreement name
• A link to print agreement signed as a PDF.

Membership 1st failed payment email 

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. 

Contents include:

• 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. 

Contents include:

• 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

Automatically 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 automatically be sent to the guest. 

Contents include:

• 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 email

Automatically 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. 

Contents include:

• 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 canceled email

Automatically sent to the membership holder after they’ve canceled a membership. 

Contents include:

• Logo of the venue
• Booking ID and booking name
• A list of the membership/s that have been cancelled
• Renew now button (when enabled for the template)

Membership expired email

Automatically sent to the membership holder after their membership has expired. This email contains the following information:

Contents include:

• Logo of the venue
• Booking ID and booking name
• A list of the membership/s that have expired
• Renew now button (when enabled for the template)

Membership renewal win-back email

Automatically sent to the membership holder 30 and 60 days after their membership has expired, or has been cancelled. 

Contents include:

• Logo of the venue
• Booking ID and booking name
• A list of the membership/s that have expired
• Renew now button (when enabled for the template)

Membership pending cancelation email

Automatically sent to guests after they’ve requested to cancel their membership via online accounts. It also gives guests the option to reverse the cancelation. 

Contents include:

• The venue's logo
• The booking ID and booking name
• A list of the membership/s that are pending cancelation
• [Optional] A Stop cancelation option

Food and beverage order confirmation

Automatically sent to guests after they've made a booking through the mobile food & beverage checkout and lists their order details.

Contents include:

• Venue logo, booking ID and booking name
• Table number (if your venue uses table-based ordering)
• Order items and price
• Payment information including tip, subtotal, discounts, fees, tax and total
• Payments made
• Receipt for download (PDF)