When and How Confirmation Emails Are Sent after a CBP Booking is made

This article explains how confirmation emails are triggered in CBP and what controls whether they are sent.

Understanding this helps you:

• Troubleshoot “I didn’t receive an email” complaints

• Ensure your email settings are configured correctly

• Know when emails are (and are not) sent

1. When Is a Confirmation Email Sent?

A confirmation email is sent when the reservation moves to the CONFIRMED stage in the system.

How and when this happens depends on your configuration:

• If your store requires payment (full or deposit), the reservation moves to CONFIRMED after successful payment.

• If your store operates with a 0% deposit, the reservation can move directly to CONFIRMED once checkout is completed.

• Reservation type settings may also influence when a booking reaches CONFIRMED.

If a reservation does not reach the CONFIRMED stage (e.g. payment fails or session expires), a confirmation email is not sent.

2. Where the Email Is Sent

The confirmation email is sent to:

• The email address entered during checkout

If the customer is logged in, this may be their saved account email (unless changed during checkout).

If a customer reports not receiving the email, check:

• The email address on the reservation

• Whether it was entered correctly

• Whether the email was filtered to spam/junk

3. What the Confirmation Email Contains

The confirmation email typically includes:

• Booking reference number

• Rental period

• Pickup location

• Selected products

• Add-ons and fees

• Rental total

• Amount paid (if deposit used)

If your store collects deposits, the email will reflect:

• The full rental total

• The amount paid

• The remaining balance due (if applicable)

4. What If the Customer Does Not Receive It?

If the booking appears confirmed in the back office but the customer has not received the email:

1. Confirm the email address is correct

2. Ask the customer to check spam/junk folders

3. Resend the confirmation manually (via the back office)

If the reservation does not appear in the back office, the booking was not successfully completed.

5. Session Expiry vs Confirmation Emails

If a booking session expires before payment:

• A confirmation email is not sent

• Inventory is released

If you have enabled session expiry emails in your settings, a cancellation email may be sent instead.

See: What Happens If a Booking Session Expires 

6. How to Configure Email Settings

Confirmation emails must be enabled and properly configured in your back office settings.

You can control:

• Whether confirmation emails are sent

• Email template content

• Branding and wording

See: Email Notifications - Content Panel

Common Questions

“I paid but didn’t get an email.”
Check the reservation in the back office first. If it exists, verify the email address and resend if necessary.

“Why did I get a cancellation email instead?”
The checkout session may have expired before payment was completed.

“Can customers book without receiving an email?”
Yes — the booking is valid once confirmed, even if the email fails to deliver.

Best Practice for Store Owners

• Keep confirmation emails enabled

• Review your email templates regularly

• Make sure your branding and contact details are correct

• Train staff to check the reservation list before assuming a booking failed