Dealing with email issues

Occasionally we're not able to deliver emails to your members. There are generally two reasons for this, either the email address doesn't exist or the email is temporarily unavailable. This article will help you deal with both scenarios.

Email address doesn't exist

Sometimes referred to as a "hard bounce", this indicates a permanent reason an email cannot be delivered. This could be due to a spelling mistake in the address or perhaps the email address no longer exists. In the case that the email address no longer exists, you will need to use a different email address for the member.

When we get notified that an email address doesn't exist, you'll get a series of alerts to give you the maximum opportunity to correct the invalid email address and get any undelivered emails re-sent as quickly as possible.

We'll also send you an email every time we get notified that an email no longer exists. Click the link in the email to go directly to that member where you can correct the invalid email.

The first place you'll see an alert is on the Dashboard.

The Email issues table only appears when there are email issues, and will show you the name of the member along with their invalid email address. You'll also see the reason for the issue.

If you see Email temporarily unavailable as the reason, jump straight to that section by clicking here.

We also highlight the invoice on the Invoices index with a red exclamation icon to signify that the invoice contains a recipient with an email address that doesn't exist.

We also add the Email issues table to the invoice page.

Clicking on that member will also show the invalid email address.

Finally, we also alert you on the Members index.

Anywhere you see the alert, simply click the Action button and select Edit member from the dropdown to update the email address.

Edit the email address and click Update.

If there are any outstanding invoices, we'll automatically send these to the new email address.

If there are other members in your club with the same email address, we also allow you to update their email address and resend their outstanding invoices during this process too.

Once the outstanding invoices have been resent and delivered successfully, the alerts will disappear from all places and you can be confident that they will have reached the intended recipient.

Email temporarily unavailable

Sometimes referred to as a "soft bounce", this indicates that there is a temporary delivery issue which is handled differently to hard bounces in Payzip. The most common reason for a soft bounce is that the recipients mailbox is full. When an email address soft bounces, it will immediately display as a soft bounce in the Email issues table.

Soft bounces are rare and there is usually little you can do apart from contact the member and ask them to delete some emails from their inbox so you can resend the invoices. In some cases you may be better off changing the member's email address and resend the outstanding invoices.

When we get notified that there is a temporary delivery issue, you'll get a series of alerts to give you the maximum opportunity to correct the issue and get any undelivered emails re-sent as quickly as possible.

The first place you'll see an alert is on the Dashboard.

The Email issues table only appears when there are email issues, and will show you the name of the member along with their temporarily unavailable email address. You'll also see the reason for the issue.

If you see Email address doesn't exist as the reason, jump straight to that section by clicking here.

We also highlight the invoice on the Invoices index with an amber exclamation icon to signify that the invoice contains a recipient with a temporary delivery issue.

We also add the Email issues table to the invoice page.

Finally, we also alert you on the Members index.

Once you have contacted the member to make some room in their inbox, you can try resending the invoices that never got delivered first time round.

Anywhere you see the alert, simply click the Action button and select Resend invoices from the dropdown to resend the invoices.

If there are any outstanding invoices, we'll automatically send these.

Once the outstanding invoices have been re-sent and delivered successfully, the alerts will disappear from all places and you can be confident that they will have reached the intended recipient.