Introduction

Spoonfed uses a leading third party email provider to send emails. There are a few reasons why an Email might not be delivered to a Customer. If a Customer reaches out asking why they didn't get a Confirmation Email, Payment Receipt, or a different Order Update, there are a few ways to check why.

Check if an Email was Delivered

Within an Order, go to the Messages Tab.
If you sent an Email Confirmation, you'll see this in the Messages Tab.
Click 'View Content' to see the Email Details.
Click 'Delivery Status' to see what emails received the Emails.
- 'Status' indicates if the Email was successfully Delivered, Opened, or if it failed.
- Click 'Details' to see when the message sent to the mail server.
An Email that's been viewed says 'Opened' in the Status Column with the Open Date listed.

Keep in mind that the Messages Tab won't show emails related to Invoicing. It shows Confirmation Emails, Refunds, and Payment related updates when taking Payment through a Payment Gateway.

Why Did an Email Not Get Sent?

Order Was Not Confirmed

If there are no emails in the Messages Tab, it could be that you need to Confirm the Order. If the Order is Confirmed, you might not have sent an Email to the Customer. Click the "Confirm Changes" button at the bottom of the page to resend the Confirmation Email.

Customer's Email Address is Wrong

Sometimes a Customer has the wrong email address that gets the emails. Ask the Customer which email should be getting the Order updates. If you don't see that email address listed in the Delivery Status, it might not be entered into the Contact's profile.

Check the Contact Tab in the Customer Module to make sure the right email address is entered.

Sending Domain is Misleading

By default, Confirmation Emails are sent from getspoonfed.com. You need set up your own Domain Name to send Confirmation Emails and Invoices from your business' address. This will help ensure that the Customer knows who the email is from, and lessen the changes of the email going to spam or accidentally deleted.

Delayed

There can be a delay in sending an email that usually lasts no longer than a few minutes.

Beyond this time, delays are not common. If a long delay does occur, Spoonfed's email provider continues to try to deliver the email for 72 hours. After this amount of time, try to resend the email.

In the Junk Folder

Sometimes, an email gets delivered, but was filtered to 'junk' folder. Ask a Customer to check that the email is not here.

Quarantined

Further, many organizations employ email filtering systems, where an email is delivered to a Mail Server but is 'quarantined'. This means it was held back from release to the individual's inbox. The Delivery Status will show if an email was Delivered or not, helping discern whether or not the email was accepted.

If the email has been 'quarantined,' it needs to be manually accepted by the Customer's IT Department. The Customer must ask their IT contact if this is the case and request that future emails from our mail server - IP address 147.253.213.241 - should be allowed through their filters.

Rejected or Bounced

If the email has been rejected by the mail server of the recipient, you'll see this listed in the Delivery Status. If an email is rejected and you use your own Domain, you should also receive a "bounce" notification from Spoonfed.

A 'bounce' usually occurs if the recipients mail server, rejects the message as spam.

Sometimes, signing up for a newsletter on your customer's (the recipient's) website allows your catering Domain to be accepted by the mail server.

If that's not an option, the Customer needs to contact the mail server and request that future emails from Spoonfed and your catering Domain are accepted.

If your Customer's employ an anti-spam email filtering service such as Symantec or Mimecast and they are not receiving email, then it is likely that they need to contact their provider and request that email from our mail server - IP address 147.253.213.241, should be allowed through their filters.

Additional Notes

At Spoonfed, we suggest you to set up your own sending Domain. This way, you'll receive bounce back notifications if an email does get rejected. Further, get familiar with checking the Messages Tab in Orders so that you can check Delivery Status, and track emails that are sent. Keep in mind that the Messages Tab does not track Invoice Module-related emails.

Resend a Confirmation Email "Receipt"

Email an Invoice

Email Multiple Invoices at Once

Check that an Invoice was Emailed