Product-Specific Thank You Message

(Admin Portal & B2C & Reservation Portal User Guide)

Overview

The Product-Specific Thank You Message feature allows organisations to customise the introductory messaging displayed in order confirmation emails and order confirmation screens for individual products.

Instead of relying on generic transactional language (e.g. 'Thank you for purchasing tickets'), this feature enables product-level contextual messaging, ideal for donations, annual passes, memberships, or non-standard ticket products.

Messages are configured per product in the Admin Portal and are automatically applied to:

• Confirmation screens after checkout
• Confirmation emails
• Resent confirmation emails

Why It Matters

This feature helps organisations to:

• Improve customer clarity for non-ticket purchases (e.g. donations)
• Reinforce brand tone and purpose at the point of confirmation
• Acknowledge supporter contributions appropriately
• Reduce customer confusion caused by ticket-centric messaging
• Maintain consistent messaging across confirmation channels

The result is a more meaningful and aligned customer experience at a key moment in the booking journey.

System Behaviour

• The thank-you message is product-specific
• It appears only when that product (or product type) is present in the order
• The message displays:
• On the Order Complete confirmation screen
• In the confirmation email
• If the text is changed after orders have been placed:
• Resent confirmations will include the updated text
• Changes become active after:
• Saving
• Publishing
• Clearing cache (or waiting ~15 minutes)
  

1. Configuring a Product-Specific Thank You Message

(Admin Portal)

1.1 Navigate to the Product

1. Log in to the Admin Portal
2. Select Products from the top navigation
3. Choose the relevant product category (e.g. Admissions)
4. Click the edit (pencil) icon next to the product
5. (e.g. Palace Park and Gardens Annual Pass)

[IMAGE: Products list in Admin Portal showing edit (pencil) icon selected]

1.2 Open the Integrations Tab

1. Within the product, select the Integrations tab
2. Locate the section titled Product Specific Thank You

Note: This setting is currently located in the Integrations tab and is product-specific.

[IMAGE: Product configuration screen with Integrations tab highlighted]

1.3 Add the Thank You Message

1. Enter your message into the Product specific thank you text editor
2. Use the formatting tools as required:
• Normal text
• Heading 1–4
• Bold / Italic / Underline

Example:

Thank you for donating to receive a Palace Park & Gardens Annual Pass.

Your support is greatly appreciated.

[IMAGE: Product Specific Thank You text editor with formatting toolbar visible]

1.4 Save, Publish, and Clear Cache

1. Click Save (green button, bottom right)

[IMAGE: Save button highlighted in Product configuration screen]

1. Return to the Products list
2. Click Publish for the product

[IMAGE: Products list showing Publish button selected]

1. Navigate to System Settings → Cache
2. Select Clear Cache

[IMAGE: System Settings – Clear Cache screen]

If cache is not cleared, changes will automatically apply after approximately 15 minutes.

2. Testing the Message

(Reservation Portal – B2C)

2.1 Place a Test Order

1. Open the B2C booking Portal
2. Select the product configured above
3. Add tickets to the basket
4. Proceed to checkout (guest checkout shown in this example)

[IMAGE: Reservation Portal product selection and basket with product added]

2.2 Enter Customer Details

1. Complete:
• Name
• Email
• Phone number
• Address
• Marketing preferences
• Accept Terms & Conditions
• Continue to payment

[IMAGE: Booking Information / Customer Details screen]

2.3 Complete Payment

1. Select Credit Card
2. Click Open Payment Form

[IMAGE: Payment options screen showing Open Payment Form button]

1. Enter payment details
2. Click Pay

[IMAGE: Credit card payment modal with Pay button visible]

2.4 Order Complete Screen

Once payment is successful:

• The Order Complete screen is displayed
• The order summary confirms the product
• The transaction is completed successfully

[IMAGE: Order Complete confirmation screen with order summary]

3. Confirmation Email Behaviour

3.1 Customer Email Confirmation

The customer receives a confirmation email containing:

• Order reference
• Product details
• The product-specific thank you message, displayed directly beneath
• 'Your Order Has Been Confirmed'

This confirms the message is correctly applied.

[IMAGE: Confirmation email highlighting the product-specific thank you message]

4. Resending Confirmations (Awareness)

4.1 Locate the Order

(Reservations Portal)

1. Open the Reservations Portal
2. Search for the order reference
3. Open the order details

[IMAGE: Reservations Portal order list with order selected]

4.2 Resend Confirmation

1. Select More Actions
2. Click Resend Confirmation
3. The confirmation email is resent to the customer

[IMAGE: Order details screen with More Actions → Resend Confirmation highlighted]

If the product-specific thank you text has been updated since the original order, the resent confirmation will include the new text.

Troubleshooting

Best Practices

• Keep messaging short and purposeful
• Avoid ticket-centric language for donations or passes
• Use headings sparingly to avoid overpowering the email
• Test formatting on both:
• Confirmation screen
• Confirmation email
• Always publish and clear cache after changes
• Re-test by resending confirmations if updating live text

Summary

The Product-Specific Thank You Message feature enables organisations to deliver clearer, more relevant confirmation messaging for individual products.

Configured entirely within the Admin Portal, this feature ensures that confirmation screens and emails accurately reflect the intent of the purchase — whether that’s a donation, membership, or annual pass — improving customer understanding and experience at a critical moment.

Feature Highlights Appendix

Email Confirmation

Customer Journey

Example Use

Description

Clear cache or wait 15 minutes

Annual pass donation

UX

Highlight donor thanks

Publish & Clear Cache

Ensures correct messaging

Sends updated message

Custom thank-you text per product

Headings and text styling

Product-Specific Message

Rich Text Formatting

Message appears on resend only

Resend Confirmation

Message included in email

Confirm product is published and cache has been cleared

Confirmation Screen

Reinforces purchase context

Test changes instantly

Feature

Operations

Resolution

Configuration

Category

Donation confirmation

Test different heading sizes and avoid over-formatting

Improves clarity and relevance

Issue

Formatting looks incorrect

Thank-you below order title

Old message showing

Message shown post-payment

Why It Matters

Clear, readable messaging

Consistent communication

Expected behaviour if text was updated post-purchase

Activates changes immediately

Customer Journey

Enables corrections

Operations

Updated wording applied

Message not appearing