How to handle the delivery of emails, bounced emails, and complaints
Introduction
There are times that when sending out emails with the Email Designer, some of them might get delivered, bounce, or have a complaint filed. It can happen for a few reasons, but the most common is not getting the correct email addresses at the time of purchase with Altru. We recommend that you set up the email validation service with your Altru account and follow this guide on how to handle the delivery of emails, bounced emails, and complaints to manage any email concerns you have accordingly.
Bounce messages
Sending emails through Email Designer is not always perfect. At times it will bounce because of various reasons like invalid email addresses due to typos, the account is no longer active, or an incomplete email address. You can handle bounced emails by following the steps below.
1: Go to your Social Good Software account and proceed to Email Designer.
2: Click on the email template you want to set up and proceed to Settings.
3: Whenever an email bounces, it will go back to the From Email Address with a notification containing details of why the email bounced and other information you might need. You need to monitor the origin of your emails to capture bounce messages and correct them.
4: Click the Resend Email link. It will redirect you to the email you are trying to send to your customers. You can also see the status of your email and information related to it.
5: You can resend the message and correct the recipient’s email address by clicking the Send Email button. A dialog box will pop out where you can type in the correct email address and click Send Email. With this, you will be able to send the email to the appropriate person and correct any mistakes before the message goes out.
6: You can check your recent email sent by going to the Activity tab.
Complaints
There is a chance that your email sent is flagged as spam. It might happen because the recipient did not give their consent to receive this kind of notification, the information is not relevant to the person, or you sent the email to the wrong email address. We recommend doing an email validation before your customers submit their orders. That way, you can avoid delivering the email to the incorrect email address.
Go to the Activity tab to check if the email you sent was delivered. The From Address in your email template will always receive the complaint notification where you can check the complaint details.
Resending email
There are circumstances when customers ask for help because they can’t find their tickets or did not receive a reminder. Learning how to resend an email using the Email Designer will be helpful in this situation.
1: Go to the Activity tab of the Email Designer.
2: Click on the calendar and select the date you sent the email.
3: Do command+F for MAC or Ctrl+F for Windows. Type in the email address you are looking for, and click on Resend Email.
4: another way to resend an email is to go to your query in Altru and remove the note type on the sales order so that it will kick off a new email. Note that if the email address is wrong, it will still be delivered to the incorrect email address.
Note: Only original emails that you sent out are the ones attached to Altru
Summary
We emphasized that you check the origin of your email or the From Email Address. That way, you will know if there are undelivered emails, bounced emails, or complaints and handle them appropriately. Please reach us through our support channel if you have questions or clarifications.
