The undelivered notifications report shows any emails or text messages sent by the system but not received by the customer. The report is designed to help managers identify which customers need updated contact information, ensuring notices and reminders are successfully delivered to each customer.
The number on your dashboard is the total number of undelivered notifications over the past 30 days. They will automatically fall off the report after 30 days, or you can update the contact information and resend the notifications to clear the report sooner. If you click the link, you will be taken to the full report, where you can customize the date range to view past undelivered notifications or filter the report by status.
Undelivered Emails
Emails fail for various reasons, but the most common issue is the customer’s email address. When an email is sent, several factors can cause it to fail. Emails might be:
Bounced: Your emails were rejected by the recipient's email server (e.g., Gmail, Outlook, etc.).
Invalid: The recipient’s email address does not exist.
Spammed: Your emails were marked as spam by the recipient’s server.
Dropped: Your email is on the recipient’s suppression list.
Dropped
If your customer has our email in a spam, unsubscribe, or bounce report, our system will “Drop” the message (i.e., not send to the address) to respect your customer’s preferences. If an email is dropped, chances are, your customer previously unsubscribed or marked your emails as spam.
Bounced
A bounce occurs when a message is returned to the server that sent it. Bounced emails are either a permanent failure (hard bounce) to deliver the email or a temporary failure (soft bounce) to deliver the email.
Hard Bounces - A hard bounce occurs when an email message is returned because the recipient's email address is invalid, the domain name doesn't exist, or the recipient is unknown. If an email is on the bounce list, we will automatically drop any future emails sent to this email address.
Soft Bounces - A soft bounce often occurs because the recipient's inbox is full.
To clear a notification from this report
1. Update the customer's contact information on their profile under "Edit profile".
2. Return to the dashboard and click on the Undelivered Notifications report.
3. Click on the title of the notification that you would like to resend.
4. This page will show the details of the undelivered notification, and in the upper right-hand corner, you can choose the button to Resend. If it successfully sends, it will remove the undelivered notification from the report. If it does not, the undelivered notification will remain