Where do I find Email History?
There are two ways to check Email sends:
Via an individual Customer page which has an Email History section at the bottom.
From the Tools page, where you can select the Email Audit feature and this will show you all emails sent, but you can filter this page by date and customer.
On both of these pages, you can resend emails and click on links to both the Order and Email Template.
What do the different Statuses mean in an Email History?
The Email History will show any of the following in the Status column:
In Progress - preparing to send.
Scheduled - is ready to send according the schedule in the Email Sequence.
Delivered - the email has been accepted at the receiving server. NOTE - this does not necessarily mean it has gone into the customer's inbox as a result. Servers can still quarantine emails if they believe it might be phishing.
Deferred - when an email cannot immediately be delivered, but it hasn’t been completely rejected. SendGrid will continue to try for 72 hours to deliver a deferred message. After 72 hours, the deferral turns into a block.
Opened - this shows the last time the customer opened the email.
Dropped - when the email has not been sent for delivery. This may be because the email contains spam content or if the recipient has unsubscribed previously.
Bounced - failed to deliver or blocked by the receiving server, as the email address is not authenticated. Contact us here if this happens and we can investigate.
Cancelled - a scheduled email has been cancelled due to a Refund or Exchange.
Failed - the email has failed to send because of an issue with the Email or Ticket Template. Please contact Support if this shows and we can look at the Template
FAQs
Is this the only way to resend an Email to a Customer?
Is this the only way to resend an Email to a Customer?
No, you can also resend emails via an Order page and clicking Email Order.
Here you can select which Email Template and Delivery Method to use, as well as attaching a Ticket Template.
Learn more - Resending Tickets
It says that the customer has clicked in the email, but not opened.
It says that the customer has clicked in the email, but not opened.
This will likely be because the email server has opened the link, not the customer. This could be because they suspect that the email could be phising/spam, for example if there's 'password' in the title or body of the email.
This could also result in the email bouncing. Please contact Support if this is happening and we can take a look at the Email Template that's being sent.
Can I see any more details about why an email has bounced?
Can I see any more details about why an email has bounced?
If you'd like to see exactly why an email has failed or bounced then please contact Support with the email address and we can check our server for more details.
Learn more - Guide: Check Email History