Is your customer reporting that they're not receiving their emails?
We have some tools for you to check if they customer is receiving them. This guide will walk you through the CHECK EMAIL STATUS tool.
1. Click Customers Tab on Side Menu Bar - then Click "VIEW" for desired customer from right ACTIONS Menu.
2. You are now on that customer's dashboard/profile with all of their designated information.
3. Click "QUICK REPORTS" from side menu bar.
4. Click "CHECK EMAIL STATUS" and you can see the date email was sent, if it was received, clicked, and viewed.
If it says delivered on email status, the email has been successfully sent from our servers.
Once email leaves our server it passes through 2 more channel: Customer email server/host, then customer email security settings.
We do not have control over what is done after the email is sent.
Depending on settings that the email host uses and customers own email security settings the email can get bounced around.
If it says delivered but the customer says they are still not receiving the e-mails, we have 2 recommendations.
1. Have customer add our emails to their contact list:
- service-log@paythepoolman.com
2. Have customer provide alternate email address.
You can also see if the email "failed". If there is a failed message that means that for some reason the email did not go through to customer email. You can reach out to our Support Team and they can inquire why the email has "FAILED" status tag.
If you have any further questions. Please contact our Support Team at (951) 234 51 66 or email us at support@paythepoolman.com
Have a nice day!