How customers see your emails

The settings are in Settings > Email, in the How customers see your emails section. Owners and managers change them; other roles can only see them.

Sender nameCopy Anchor Link

Emails your customers get for your events arrive under your name followed by "via Festivio", for example Sounds Good via Festivio. Under the Sender name field you see how the row looks in a phone's inbox, with the subject of your next event's order confirmation.

If you leave the field empty, the organization name is used. If that is longer than 30 characters, it is cut at the last whole word. If the organization name does not meet the rules below either, the emails come from Festivio.

The sender name:

• has at most 30 characters;
• cannot contain "Festivio", or the words support, supporto, assistenza, security, sicurezza, admin, pagamenti, noreply and Stripe: they would make the email look like a message from Festivio or the payment service;
• cannot be a web or email address;
• cannot mix letters from different alphabets in one word, for example a Cyrillic "а" in a name written in Latin letters.

Quotes, commas, brackets, emoji and similar signs are removed when you save. Accents and apostrophes stay.

As you type, the preview row shows the name as customers will get it, and the counter counts the characters left after cleaning. If the name is refused, the reason shows under the field while you type, and Save name stays off until you fix it.

Contact emailCopy Anchor Link

The Contact email is your organization's public address. It is shown at the bottom of order emails, such as the confirmation, receipts and refunds, in the seller's line:

Questions about this order? Reply to this email: Sounds Good reads it.
Sold by Sounds Good S.r.l., Padova (PD), [email protected], through Festivio.

Before "reads it" comes your sender name, without "via Festivio": replies arrive in Support (see Customers' replies). After "Sold by" come the name and the town (with its province) from Settings > Tax details, or the organization name when those are missing. If you organize as a Private individual, the name is followed by "(private individual)" and no town is shown.

Without a contact email, the second line has no email.

If the organization has a logo, it shows at the top of these emails in place of Festivio's, which stays small at the bottom. Buttons take the Brand color.

1. Type the address. The field suggests your account's email: you can change it to an address of the organization, such as info@.
2. Press Send code. A 6-digit code arrives at that address, valid for 10 minutes.
3. Enter the code and press Confirm email.

The address is saved only once confirmed. Verified shows next to it. To use another one, press Change and confirm again; Remove takes it away.

After five wrong codes the code stops working: press Send again.

Before your first paid saleCopy Anchor Link

In the Next steps, Contact email is a row of Contract and invoicing. It is needed before the first paid sale; a free event does not need it.

If your organization has already sold, or the event is already published with paid items on sale, the contact email stays open but does not stop sales.

Customers' repliesCopy Anchor Link

A customer can reply to the emails about their orders, such as the confirmation or a receipt, and to messages to attendees. The reply does not go to a mailbox: it arrives in Support, on the Support requests page, as a request tied to the order, or to the event for a message to attendees. The first reply opens its own request, even when the customer already wrote one on the site; later replies always go to the same request, which reopens if it was resolved. Owners and managers get an email for each new request and each new reply.

In the request:

• messages that came by email carry the By email mark;
• the text of earlier emails, which the customer leaves under their reply, is hidden: Show quoted text opens it. The customer's own page does not show it;
• attachments download from the message, and only people who can read the request see them. Up to 5 images or PDFs are accepted, 10 MB in all; the message says how many attachments were not accepted, and how many were not saved because of a technical problem, which the customer can send again;
• if the reply comes from an address other than the one the email went to, the message shows Sent from another address with that address. It can be the customer writing from another mailbox, or anyone the email was forwarded to. The customer does not see this warning.
• if the sender's domain does not confirm the address, the message shows Unverified sender with that address: anyone could have written it. That sender gets no automatic email from Festivio, and the request is tied to no account, not even that of whoever placed the order. The customer does not see this warning either.

An email never starts an action: refunds are made only from the order's page.

When you answer in the request, the customer gets your answer by email, with its text, from your sender name followed by "via Festivio". If they reply again, the message joins the same request. The exception is a request that did not come from the address's owner: opened on the site without signing in or from another account, or by an email from an unverified sender or another address. Its emails cannot be answered by email, even after a sign-in, until the owner replies from that address as a verified sender; meanwhile the customer goes on from the link in the email.

Festivio can assign you a request that came to Festivio or to another organization. You see it in Support requests with the whole conversation and the note Assigned to Sounds Good by Festivio, with your organization's name; owners and managers get the new request email. If the request was resolved, it stays resolved and nobody gets the email. The customer goes on replying to the same address, and from then on the emails come from your sender name. The customer gets no notice of the move and does not see the note. If Festivio assigns one of your requests to another organization, you no longer see it. If the customer then replies to one of your earlier emails about their order, a new request opens with you.

Automatic replies, such as out-of-office notices, open no request. Replies are taken until 180 days after the event ends; after that, whoever replies gets an email with the link to the support form.