Throughout the lifecycle of a booking, customers receive a variety of emails confirming their purchase, reminding them of upcoming trips, notifying them of changes, or summarising a cancellation.
This communication can be customised via the Ventrata dashboard, and controlled at different levels:
Supplier Settings - affects all products under that supplier
Destination Settings - useful if managing products by regions or locations
Product Settings - overrides more general settings for specific products
📗 TIP
To create a consistent customer experience, use unified email templates and branding across all levels.
Booking Lifecycle Emails
These emails are sent when an email template is associated with the booking lifecycle — either at the Supplier or Product level.
📗 TIP
Learn more about using and designing templates in our article on How to Create and Use Email Templates.
Type | Setting in Ventrata | Edit Layout |
Order Confirmation Email |
 | Products > Email Templates |
Description | Sent when a booking is completed by the customer or agent. |
|  Order Confirmation |
Type | Setting in Ventrata | Edit Layout |
Order Cancellation Email |
| Products > Email Templates |
Description | Sent when a booking is cancelled. |
|  Order Cancellation |
Type | Setting in Ventrata | Edit Layout |
Order Update Email |
 | Products > Email Templates |
Description | Sent when units, date, or tour time are changed. |
|  Order Update |
Type | Setting in Ventrata | Edit Layout |
Booking Reminder Email |
 | Products > Email Templates |
Description | Sent 1 day before travel |
|  Booking Reminder |
Type | Setting in Ventrata | Edit Layout |
Booking Feedback Email |
  | Products > Email Templates |
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 |
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Description | Sent X days after travel, based on your chosen delay. Great for collecting post-trip reviews. |
| 📒 NOTE A Booking Feedback email is sent even if the customer was a no-show or the booking still had a balance due. |
|  Booking Feedback |
Type | Setting in Ventrata | Edit Layout |
Waiver Reminder Email |
 | Products > Email Templates |
Description | Sent if a waiver linked to the booking is not signed, reminding the customer to complete it. |
|  Waiver Reminder |
Type | Setting in Ventrata | Edit Layout |
Order Recovery Email |
 | Products > Email Templates |
Description | Sent when a customer starts but does not complete a booking on the web checkout. Helps recover lost revenue. |
|  Order Recovery |
Booking & Payment Emails
Type | Setting in Ventrata | Edit Layout |
Order Receipt Email |
 | Products > Email Templates |
Description | Sent after payment. Includes a purchase summary and vouchers, if set up.
Also CCs the supplier if 'CC on every email' is enabled. |
|  Order Receipt |
Type | Setting in Ventrata | Edit Layout |
Order Receipt with Balance Due |
 | - |
| or
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Description | Sent when a booking is saved as a quote or has a balance due. |
|  Order Receipt with Balance Due |
📒 NOTE
In Backoffice, the order receipt can be skipped by unchecking 'Email Receipt' before completing the booking.
Email Receipt
Supplier Notification Email
Enable internal email notifications for booking events. You can choose which emails to receive, and from which booking sources.
Settings | Setting in Ventrata | Description |
Booking Notification Email | Sends email alerts for:
Enter one or multiple email addresses (comma-separated).  | |
CC Every Email | Sends copies of customer-facing emails and order receipts to the supplier. | |
Booking Notification Sources | Restrict notifications to specific sources. | |
|
|  Supplier Settings |
Summary
Email Type | Sent To | When Triggered |
Order Receipt | Customer | Upon successful payment |
Pay Balance Now | Customer | When saving a quote with email or booking with balance due |
Order Confirmation | Customer | When a booking is completed |
Order Update | Customer | When a booking is modified |
Order Cancellation | Customer | When a booking is cancelled |
Booking Reminder | Customer | 1 day before travel date |
Booking Feedback | Customer | After the travel date |
Waiver Reminder | Customer | If waiver not signed |
Order Recovery | Customer | If booking is abandoned |
Booking Notifications | Supplier | When booking is confirmed, updated, or cancelled |
CC Every Email | Supplier | Copy of all customer emails and receipts |