# Bounced event-confirmation support case sheet

Copy for each affected event and attendee case. Use a restricted case reference here; keep full contact details, ticket codes, payment records and identity-verification evidence in the authorized provider system. A bounced email does not change the underlying order status.

## Case and order

- Event edition / event timezone:
- Restricted support reference:
- Authorized case owner and backup:
- Ticket provider / mail provider:
- Order reference held in provider system:
- Verified order status and time checked:
- Confirmation or other message affected:
- Doors-open escalation owner, if time-sensitive:

## Delivery evidence

| Message type | Intended send time and timezone | Provider message reference | Observed state | Bounce/diagnostic category | Who checked | Next action |
| --- | --- | --- | --- | --- | --- | --- |
| | | | | | | |

Distinguish never sent, accepted, temporary delivery issue, permanent bounce, complaint/suppression, provider-delivered, and attendee-confirmed access. Do not infer inbox receipt from an accepted send.

## Contact correction and recovery

- Attendee contacted through approved support route:
- Provider's order/account verification completed by:
- Address change requested? Yes / No
- Complete replacement address confirmed in restricted provider system? Yes / No / Not applicable
- Approval owner and time:
- Unsubscribe or complaint status checked? Yes / No
- Provider-supported correction or escalation path:
- Resend / claim / account-access action and time:
- Alternative official access route given, if needed:
- Attendee confirmed usable ticket access? Yes / No / Awaiting reply
- Door exception reference and authorized owner, if unresolved:

## Closeout

- Final order state:
- Final delivery/access state and evidence:
- Attendee response time and channel:
- Related cases indicating a wider issue:
- Mail or form owner asked to investigate:
- Next review trigger:
- Case closed by / at:

Do not clear a complaint or suppression flag as a generic troubleshooting shortcut. Follow the specific ticket and mail providers' current procedures.