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When customers get emails — and when they do not

The customer confirmation email sends when YOU press Confirm, not when they submit a request. Here is the full email flow.

Updated November 3, 2026 · 2 min read
Plan: All plansWho: Everyone

The email your customer is waiting for sends at one exact moment: when you press Confirm on their booking. Submitting a request does not trigger a confirmation, because a request is not a promise — nothing is reserved yet, and Rennt will not tell a customer "you're booked" before you have said yes.

The flow, end to end#

  1. Customer books on your storefront → you get an alert at your notification email (set in Settings — check that address is one you actually read).
  2. You open the request in Bookings and press Confirm → Rennt reserves the stock and emails the customer their confirmation.
  3. Phone orders behave the same way: after + New booking, pressing Confirm sends the confirmation to the email you entered — one more reason to always ask for an email address.

Emails go out from Rennt's notification address on your behalf, with your business name on them.

"My customer says they got nothing"#

Work the list in order:

  • Was the booking actually confirmed, or is it still sitting as a request? Only Confirm sends the email.
  • Open the booking and check the email address for typos — gamil.com is a classic.
  • Have them check spam/junk and search for your business name.
  • Still nothing? See the article "Customer didn't get the email", or write to support@rennt.app.

What Rennt will not email for you#

Cancellations and change notices are yours to send — on Pro, use Send email from the customer's record in Customers so the message is logged on their history. If you have SMS set up in Settings, text reminders can run automatically on Pro.

★
Answer requests fast. The confirmation email is your "you're locked in" moment — the sooner it lands, the less shopping around the customer does.

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