Participants will not always receive their tickets immediately or at all. But hey don't worry we might know the reason why and have a solution in place for you
If a customer is reporting that they didn't receive their tickets, it is likely one of a few things:
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It's in their spam folder. Please have them check there.
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It's been blocked by their email provider.
Solution:
1. Go to your results > all transactions > find their purchase
2. Open their transaction and you have the option to download
3. Download and send it manually to the purchaser.
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They may have a typo in their email address. If they're seeing a charge on their card, they are in the draw.
Solution:
1. Same as the above location you can edit the purchaser details and correct their email.
2. Hit resend checkout attachments or you can also download and send them manually.
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Or... they didn't actually successfully buy a raffle ticket.
Solution:
1. To confirm this just go and extract your raffle report to confirm if they are included - click here for how to export your raffle reports.
Did this answer your question? If not, please feel free to contact us using that teal chat bubble on the lower right corner of your Trellis account dashboard.