Whenever a card or money changes hands through NomNom, the guest gets an email automatically. Each comes from your venue — for example The Red Lion via NomNom — shows the booking reference, date and time, and replies come to you.
When a guest books online
There’s no separate receipt: the booking confirmation email covers it. If they paid a deposit, it shows Deposit Paid and says the deposit will be deducted from their final bill. If they gave a card to hold the booking, it shows the last four digits and says the card may be charged for a no-show or late cancellation. See Booking confirmations and reminders.
If they reached the card step but didn’t finish, they get Your booking at (your venue name) was not completed about an hour later instead. You don’t get a copy of that one — see A guest’s card was declined or failed 3D Secure.
When you ask for a card or a payment
- Please add a card to your booking at (your venue name): sent when you use Request card and choose Email. It has an Add Card Securely button. See Taking a card to hold a booking.
- Booking Confirmation asking for a card: when you take a booking yourself on a meal that needs a card, the confirmation email says Your booking requires a card and has an Add Card button.
- Card Stored Securely: once the guest adds their card. It says no charge has been made and that the card may be used for a no-show or late cancellation.
- Deposit Received: sent instead of Card Stored Securely where your card link is set up to take the deposit rather than just save the card.
- A payment link from (your venue name): sent when you send a payment link by email, with a button to pay the amount you set. See Sending a guest a payment link.
- Payment Received: once the guest pays that link.
Send a card request or payment link by SMS and the guest gets a text instead of the first email. The email once they’ve added their card or paid still goes out.
When you charge a card on file
When you use Charge on a booking’s Card & Payments tab, the guest gets a receipt. Its subject depends on what you pick under For:
- Deposit → Deposit Received
- Final bill → Payment Received
- No-show → No-show Charge, saying it was taken in line with your booking policy
- Cancellation → Cancellation Fee, saying it was taken in line with your cancellation policy
Each shows the amount, the card it came from and your cancellation policy, if you’ve set one. See Charging a no-show or late-cancellation fee.
When money goes back
- Refund Issued: when an admin uses Tap to refund on a payment taken through NomNom. It shows the amount and the card, and tells the guest refunds usually take 5 to 10 business days to reach their statement. See Refunding a deposit or card payment.
- Booking Cancelled: if a cancelled booking had a deposit, the cancellation email either shows the refund or says any refund due will be arranged with them directly. See Cancelling a booking and marking a no-show.
Seeing what was sent
Every one of these emails is listed on the booking’s Messages tab, with the date and time it went. Click one to see exactly what the guest received.
In NomNom Web: click the booking → Full details → Messages. In the phone app: tap the booking → Messages.
Good to know
- You get a copy. Each one is copied to the address under EMAIL SENDER in Settings → Email Settings. If the booking has no guest email address, it comes to you instead.
- Payments you record yourself send nothing. A card machine or cash payment added with Record doesn’t email the guest (see Recording card machine and cash payments).
- The wording is fixed. These emails carry your venue name, header image and contact details, but your custom confirmation templates don’t change them (see Customising your confirmation emails).
- Not arriving? The same checks apply as for confirmations: see A guest says they didn’t get their confirmation email.