Emails and reminders
Business Box sends booking confirmations, reminders and updates automatically. Messages are available in English and Japanese and include a link for the customer to manage their booking.
What your customers receive#
| When | Subject | Contains |
|---|---|---|
| Booking confirmed | Confirmed: event with you | Time, location, join link, what they paid, your confirmation message, and their own link to move, cancel or add it to a calendar |
| Payment not finished | Complete your payment for event | The amount and a Pay now link, with a note that the reservation is released if it is not paid |
| Reminders | Reminder: event when | The appointment details, at each interval you ticked |
| Cancelled | Cancelled: event | Who cancelled, your message if you wrote one, the refund if there is one, and a link to book again |
| Rescheduled | Rescheduled: event | The old and new times, and an updated calendar invitation |
| Refunded | Refund of amount issued | The amount, and that it usually appears within 5 to 10 business days |
| Email verification, if switched on | code is your booking code | A six-digit code, valid 15 minutes |
If the location is a video call and the booking goes into your calendar, your calendar provider also sends its own invitation. That is deliberate: it is the form most people expect, and it puts the appointment in their calendar without them doing anything.
With a LINE Official Account connected, the confirmation, the reschedule and the cancellation arrive as cards in the customer's LINE chat rather than as email — for customers who booked in LINE and have added your account. Everything else on this page is unchanged, and anything LINE cannot deliver falls back to the email above. See Booking in LINE.
What you receive#
| When | Subject |
|---|---|
| A new booking | New booking: name · event |
| A customer cancels | Cancelled: name · event |
| A customer reschedules | Rescheduled: name · event |
| Before an appointment | Upcoming: name when |
| A calendar needs reconnecting | Action needed: reconnect your provider calendar |
| A confirmation could not be delivered | name did not receive their booking confirmation |
| A calendar entry has been deleted | Your “event” meeting is no longer in your calendar |
| A calendar entry was moved onto another booking | Your “event” meeting was moved onto another booking |
| Your subscription payment failed | Your Business Box payment didn't go through |
These go to your account address, plus any you added under Booking notifications — up to five, for a reception or support inbox. Your customers never see those addresses.
Reminders#
Set per service, on its Scheduling tab. Tick any combination of 7 days, 1 day, 2 hours and 30 minutes before the start. One day before is on by default; untick everything for no reminders at all.
A reminder one day before the appointment is a useful starting point. You can add another reminder two hours before, or send one a week ahead for appointments that need preparation. Choose a schedule that suits your customers.
Reminders are timed from the appointment, so moving a booking re-times them automatically — including when you move it in your own calendar. Business Box also re-checks the calendar immediately before sending, so a reminder can never carry a time that has since changed. If the calendar entry has been deleted, no reminder goes out at all until you have said what you meant by that.
Languages#
Each email is written in the recipient's own language, detected from their browser when they booked. Your event names, descriptions, confirmation messages and receipt descriptions can all be written in both English and Japanese — fill in both and every customer reads something natural. Where a language is missing, the one you did fill in is used.
When email does not arrive#
A booking whose confirmation was refused by the customer's mail provider gets a red Email not delivered badge, and you get one email about it per booking. This matters more than it looks: that customer has no confirmation, no reminder, and no link to cancel, and probably does not realise anything is wrong. The booking itself is fine and still in your calendar.
- Open the booking. It says whether the address was refused or the customer marked the mail as spam.
- Contact them another way — phone, or the messaging app they enquired through.
- Check the address for a typo. If it is wrong, cancel and re-add the booking with the right one.
- If the address is right, press Resend confirmation.
If they simply cannot find it#
- Ask them to check spam, and in Gmail the Promotions tab.
- Press Resend confirmation on the booking.
- Corporate mail filters are the usual culprit. Ask them to allow mail from
marubox.jp, or read the details off your own copy of the booking to them.
Nothing is lost while this is sorted out: every detail is on the booking, and you can read out or forward it.
Common questions
How do I turn off reminder emails?
Open the service, go to the Scheduling tab and untick every option under Reminder emails. Reminders are set per service, so you can have them on one and off another.
Can I send booking notifications to a shared inbox?
Yes. In Settings → Booking notifications add up to five extra addresses. They are copied on new bookings, cancellations and reschedules, and customers never see them.
Can I change the wording of the confirmation email?
The structure is fixed, but the Confirmation message on the service’s Booking form tab is included in it, in both languages. Use it for what to bring, where the entrance is, or your cancellation terms.
My customer did not receive their confirmation. What do I do?
Open the booking and press Resend confirmation, and ask them to check spam. If the booking shows a red Email not delivered badge, their provider refused the message outright — contact them another way and check the address for a typo.
Do customers get a calendar invitation as well?
Yes, two ways, though neither is an attachment on the email itself. Every email links to the customer’s own booking page, which has Add to calendar for a calendar file and a one-click Google Calendar button. And if the booking is written to your Google or Microsoft calendar, that provider sends its own invitation too, since the customer is added as a guest.
Last reviewed 16 October 2026.