How to Resend Raffle Tickets to Purchasers

If a customer reports that they haven’t received their raffle tickets by email, it typically comes down to one of three issues. Here’s how to diagnose and resolve each scenario.

1. Email Was Sent But Not Received

Likely Causes:

• The email landed in their spam/junk folder.

• Their email provider blocked or filtered the message.

What to Do:

1. Ask the purchaser to check their spam/junk folders.

2. In Trellis, go to:
   Results → All Transactions → Locate the relevant purchase.

   1. Open the transaction. You can Resend Checkout Attachments or download the tickets and manually email them to the purchaser.

2. Email Address Has a Typo

If the purchaser sees a charge on their card but hasn’t received tickets, they may have entered an incorrect email address during checkout. If a purchase exists, they are in the draw.

What to Do:

1. Find their transaction using:
   Results → All Transactions → Locate the purchase.

2. Open the transaction and edit the purchaser’s email address.

3. Click Resend Checkout Attachments or download and manually email the tickets.

3. No Purchase Was Completed

If there’s no record of the purchase in your system, the customer may not have completed checkout.

What to Do:

1. Export your raffle report to verify if the purchaser is listed.
   Click here for instructions on exporting your raffle reports. (← Update with actual link if available)