When an email doesn't arrive

Sometimes an email doesn't arrive: not sent to spam, but refused by the receiving mail server. Without being told, you'd find out when a customer asked where their invoice was. So OrderDen listens for those refusals, remembers the address, and stops sending to it, and the next time you press send you find out straight away.

This works for email OrderDen sends through its own mail service. If your workspace sends through a connected Gmail or Microsoft 365 mailbox, those bounces go back to that mailbox instead, and nothing here fills in.

What stops an address

It bounced permanently. The mailbox doesn't exist, or the domain refused it. Usually a typo, someone who left the company, or a lapsed domain. Ask the customer for an address that works.

Someone reported it as spam. They pressed the junk button on something you sent. Take this one seriously before you clear it: complaints count against the sending address everyone's mail goes out from, not only yours. Ask them first.

It kept bouncing temporarily. A full mailbox or a mail server having a bad day. One of those doesn't stop anything: it goes on the activity trail and the next email goes out as normal. 3 in a row, with nothing getting through in between, stops the address, because that's a mailbox nobody is emptying.

• A delivery resets the count, where your OrderDen's mail service reports deliveries.
• Bounces older than 90 days don't count.

What you'll see

• A notification, in the app and by email; this one emails you by default.

• On the client's record, the address is marked not delivering.

• On the send form, the address is listed but can't be picked, with the reason when you point at it. It stays visible so it doesn't look like a deleted contact.

• Sending to it from the app or the API fails with an error naming the address.

• Scheduled emails (payment reminders, recurring invoices, statements and shipping emails) aren't sent to it either. A payment reminder that was due shows as failed on the invoice, with the address and the reason.

Getting an address working again

Company Settings → Email has Addresses OrderDen has stopped emailing, showing the latest 100 with what happened to each. Once you have a working address, or the customer has found you in their junk folder, press Clear and OrderDen emails it again.

To stop OrderDen emailing an address yourself, add it through the API: POST /api/v1/suppressions.

One workspace at a time

The list is your workspace's. Another OrderDen workspace that emails the same person finds out from its own bounce, not yours. Nobody else's customers are visible to you, and yours aren't visible to them.

If none of this is happening

Bounce reporting is switched on for OrderDen's own mail. If a bounce you expected never shows up, email [email protected].