A contact is not receiving emails
Check recipient and delivery events to distinguish delay, spam, bounce, and complaint.
Updated
In short
Start with the sent communication because it shows its recipient and post-send events. Then check the contact address and state. A message can be accepted but filtered as spam, bounce, or receive a complaint. After a hard bounce, Billabex marks the address invalid and waits for a corrected contact before resuming.
Expected result
You know the latest delivery state and the action required for the contact or recipient email service.
Before you start
- Ask the recipient to confirm their exact address and check spam.
- Locate the relevant communication and send time.
Procedure
- Open the message in sent communications for the account.
- Compare the displayed recipient with the active customer contact.
- Read send, delivery, open, bounce, and complaint events.
- For a bounce, correct or replace the contact using verified information.
- For a delivered message, ask the recipient to allow the Billabex sender in their email system.
What Billabex does
Delivery feedback arrives asynchronously after sending. A hard bounce automatically invalidates the contact and creates a human request to protect sending reputation.
If the result is not what you expected
- Do not repeatedly resend to an address marked invalid.
- No open event does not prove a message was unread because some clients block tracking.
- Give support the message identifier and state, not confidential recipient-mailbox content.