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EN Nel

mail delivery confirmations or email returns

Posted By

Good day,

Not having a read receipt or mail return notice, option or setting, for mails sent via your servers is a REAL BIG PROBLEM.  There are still after 3+ years many of my clients who do not receive their mails or attachments and almost all the NEW clients, which means I have to Whatsapp them to ask if they received it and/or email via my desktop again till they can whitelist YOUR SERVERS - I run this through 4 companies and experience the same in all 4, it is not always the same clients or even the same emails every month - sometimes it's the invoice, sometimes it's the statement, sometimes it's both.  Trying to sort it on your support email is also just a waste of time - my last enquiry, they focused on just one client - had to get all sorts of details from client again and again - then waited 5 months with only a cut and paste "courtesy" (read harassment) email every few days to say "NO ETA from development team yet".  Then suddenly just before Christmas we must do all sorts of tests again and I am now asked almost daily if the ticket can be closed now - after waiting for months!! - NO - the answer is NO - there are still multiple clients who do not receive the emails or sometimes they get the emails but no attachments.  DO NOT ASK ME FOR ANY MORE EXAMPLES - my answer is - ALL MY CLIENTS - check your servers and software.

At the very least try to figure out a way for us to check a box to receive a read receipt and def an option to receive a failed to deliver notice.

And NO checking the customer communications report is NOT an OPTION.  It shows as sent, but when I send it via my desktop, it comes back with an error explanation immediately, so that report is false.

Anyway we cannot be expected to go and check such a report every five minutes to make sure the hundreds of emails are going through every time.

I have gone through ALL the setting and checkbox suggestions and DNS pointers and and and and and and - numerous times - my service provider has added all the necessary code as per your suggestions - there are still many many clients who do not receive  the mails and a first to email client almost ALWAYS lands up in SPAM first or does not get delivered at all.

YOUR URGENT ATTENTION TO THIS will be highly appreciated

Top Replies

  • +1

    Hello  

    Thank you for bringing this to our attention.  Normally if your clients are receiving emails but without attachments it means two things either they are being blocked on the user side either…

  • 0

    Hello  

    Thank you for bringing this to our attention.  Normally if your clients are receiving emails but without attachments it means two things either they are being blocked on the user side either by their ISP or mail firewall.  The user would need to unblock them.

    These are the steps you can try to follow under your circumstances:  Emails not delivering/SPF Records

    If you have tried following this step and you have escalated this to our support team, please do provide me with your incident number. I'll follow up with the team.

    Truly sorry for any inconvenience this might have caused.

    Sharon

  • 0 in reply to Shazi

    I have done this at nauseam and am not going to waste any more time going over the same thing over and over and over and over and over again.  My problem is I DO NOT KNOW when a client does not receive their mails.  At least if they receive them without an attachment I can do something about it, if they do not even receive the mail, whether my fault because of a typo or your servers or their firewall - I DO NOT KNOW.  That is the BIGGEST issue regarding this.

  • 0 in reply to Shazi

    I will not verify this answer no matter how many times you request it via email. It is a nonsense answer that does not address my concerns. I reject it every time and yet you keep sending it to me, as is, as if I will change my mind .

    My issue is regarding the notifications of undelivered mails!

    The no attachments issue i have thrown my hands in the air now and  I just keep telling my clients your servers were hacked so your security ratings on the web is reallly bad, and you have not done much to rectify it, leaving it up to us, (my client and I) to find a workaround, so they must please let me know when they do not receive their attachment and I will find another platform or route to send it to them.

    However, I cannot even do this very cumbersome workaround when neither I nor the client, know that the email I sent never reached it's destination!

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