1. Before you start
Requirement | Why it matters |
Back office email cancellation checkbox | There is a checkbox in your email settings that controls whether automatic cancellation emails are sent when a ticket is cancelled.
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2. Step-by-step guide
Decide if you want to check the box for automatic email cancellation:
Go to Back office > Branding details > Emails > Message on updated booking receipt emails.
Know how the system reacts
How the system works for simple cancellations
For a simple cancellation within the order:
→ If the cancellation email notification setting is active
The system will automatically send a modification email with a receipt.
→ If the setting is disabled:
You can manually trigger the cancellation email for standard bookings via the pop-up after clicking “Update Order.”
→ If the setting is disabled:
You cannot manually trigger the cancellation email for invoices. No email will be sent.
How the system works for cancellations with voucher refunds
→ Whether the cancellation email notification setting is active or not
The system will automatically send a modification email with a voucher code.
How the system works for modifications
Option 1 - change a booking by cancelling a ticket
Any change involving the “cancel” button on internal orders (which you may consider an amendment if you later add new tickets) is technically treated by the system as a cancellation followed by a new booking.
→ If the cancellation email notification setting is active
The system will automatically send a modification email with new tickets.
→ If the setting is disabled:
You can manually trigger the email for standard bookings via the pop-up after clicking “Update Order.”
You can manually trigger the email for invoices via the order overview.
Option 2 – change a booking with change actions
In contrast, if you use the “change timeslot,” “change ticket,” or “change price” actions, no email is sent automatically.
→ Whether the cancellation email notification setting is active or not
You must manually trigger the new booking email.
3. FAQ & quick fixes
Problem: I want separate settings for cancellations and modifications.
Solution: Not possible. Both are controlled by the same checkbox.
Problem: Why didn’t my customer receive a cancellation email?
Solution: Check if the setting is OFF.
4. Limits
Smeetz does not allow separate notification settings for modifications and cancellations — the same setting applies to both. All cancellation emails must either be enabled or disabled globally.
Simple orders, quote and invoices have different behaviours.
5. What’s next?