When a Customer Did Not Get Your Email
An email can show as sent in DrillerDB and still never reach your customer. A mistyped or closed email address is one common reason. This page shows where DrillerDB tells you, and how to fix it.
Quick Start
- For an email you sent from Communications, open Communications in the sidebar and open the Email summary card. Select a message thread to see its delivery details.
- Find the message. A Delivered badge means the customer's mail server accepted it.
- A Not delivered warning means the message failed to send or was refused, blocked or dropped. Check its reason before retrying.
- Open the customer's contact, correct the email address, and send the message again.
What you can see on each message
| You see | What it means | What to do |
|---|---|---|
| Delivered badge | The customer's mail server accepted the email. | Nothing. If the customer still cannot find it, ask them to check spam or junk. |
| No delivery badge | Delivery is unconfirmed. | Check any other warning on the message. If it shows no failure, wait for a delivery report before retrying. |
| Not delivered warning with a reason | The message failed to send or was refused, blocked or dropped; the reason may explain why. | Correct the address and send again. |
| "Expired after 24 h; re-send from the record if still wanted." | The email waited more than 24 hours without being sent, so DrillerDB did not send it. | Send it again from the record. |
Invoice and proposal emails
On a project, open Proposal and expand Sent Documents. A proposal whose status is Bounced has a red status badge; hover over it to see the bounce reason when one is available. After correcting the contact, use the proposal resend flow. Its email field uses the linked contact's current address, if available, after a bounce and shows the previous bounced address below it. Check the recipient before sending.
Both invoices and proposal snapshots also have Sent emails. Expand an entry to check its recipients and content. Not sent means the send failed; Not confirmed means DrillerDB did not get a clear send result. An entry without either warning means the mail service accepted the send, not that the recipient received it. This history does not show a later bounce.
An invoice marked Held, not sent yet was not emailed at all. A new account cannot email its customers until the account check is done, so the first send is held. The badge shows on the invoices list, on the invoice page, and on the project Invoice tab. If emails unlock within 7 days, DrillerDB emails the invoice for you. After that, open the invoice and click Send. For the account check, see Creating Your Account.
The Email Activity card on an invoice shows how many times it was sent and who opened or clicked it. It does not show a bounce status, so a sent count is not proof of delivery. When a customer says an invoice never arrived, confirm the address on the contact first.
Step-by-Step: Fix a bad address
- Open the customer under Contacts.
- Correct the email address. Check the spelling of the part after the @ sign, such as the company's own domain.
- Send the message again from the record.
If you have more than one contact for the customer, send to a contact whose address works.
Quote follow-ups skip bad addresses
The quote follow-up list leaves out customers whose address bounced, or who asked not to get follow-ups, and tells you how many it left out.
Related Topics
- Invoice Reminders - what to check when a reminder never arrived
- Adding Contacts - editing a contact's email address
- Notification Settings - which emails DrillerDB sends on its own