E-mail monitoring and undelivered e-mails

This article will help you check whether an e-mail from your TronShop reached the customer, and what to do when it did not

Your shop sends many e-mails on its own: order and inquiry confirmations, registration e-mails, password resets, order status changes, and e-mails sent from your admin. E-mail monitoring lists all of them with their delivery state. Undelivered e-mails lists only the ones that did not arrive (or had trouble on the way) and explains why in plain words.

Use it when a customer says “I never got my order confirmation”. You can answer that yourself in a minute.

Where in admin: Settings → Communications → E-mail monitoring and Settings → Communications → E-mail errors

On this page

• Who can see these pages
• E-mail monitoring: every e-mail your shop sent
• What each state means
• Opens and clicks
• The e-mail detail and its delivery history
• Undelivered e-mails: what did not arrive and why
• What to do for each reason
• When an address is blocked
• A customer says they did not get an e-mail
• Need help?

Who can see these pages

Both pages show your customers’ e-mail addresses, so a person needs two permissions to see them:

• View settings (or Manage settings), and
• View customers (or Manage customers).

The shop Owner and Administrators have both. If a colleague does not see E-mail monitoring or E-mail errors in the menu, give them both permissions in Settings → Basic information → Users.

E-mail monitoring: every e-mail your shop sent

1. In your TronShop admin go to Settings → Communications → E-mail monitoring.
2. At the top you see how many e-mails were delivered out of all e-mails sent in the selected range, for example 24 / 26 delivered in this range.
3. Narrow the list with the filters:
   • Range – Last 30 days (default), Last 90 days or Last 12 months.
   • State – show only e-mails in one state (for example only Bounce). Each state shows how many e-mails it has.
   • Search – type part of the recipient’s address or of the subject, for example the customer’s surname or an order number.
   • Clear filters returns to the default view.
4. Click any row to open the e-mail detail.

Each row shows:

The list contains the e-mails sent to your customers and the internal e-mails your shop sends to you (for example new-order notifications).

If the list is empty, the page says so and offers Widen the range. If the e-mail history cannot be loaded at the moment, the page says that too. Your e-mails are still being sent; only the overview is unavailable. Try again a little later.

What each state means

Opens and clicks

The Engagement column counts how many times the e-mail was opened and how many times a link in it was clicked. Treat the numbers as a guide: some e-mail programs block the tracking image, and some load it automatically.

If your shop sends from its own domain, you can switch open and click tracking off in Settings → Communications → E-mail settings. While tracking is off:

• the list shows a dash (—) instead of a zero, because nothing is being recorded. An info icon next to Engagement explains this and links to the e-mail settings;
• the e-mail detail shows Engagement: Not collected — tracking is off;
• e-mails that were opened or clicked while tracking was still on keep their numbers.

More about the e-mail settings: How to set the e-mail notifications?

The e-mail detail and its delivery history

Click a row in E-mail monitoring to open the detail. The page title is the e-mail’s subject.

• Summary line – the state and one sentence with the answer, for example Delivered to address, Still trying — the receiving server asked us to wait, or Not delivered — the recipient’s mail server refused the message. When some recipients got the e-mail and others did not, it says for example Delivered to 1 of 2 recipients — not delivered to address. For a delivered e-mail it also shows how quickly it was delivered, and how many times it was opened or clicked.
• Identification – Subject, Queued (when the shop created the e-mail), Handed to provider (when it was passed on for sending) and Sent by (storefront or admin).
• Addresses – To, From, Reply-To, CC and BCC. An empty field shows a dash. When the e-mail went to several addresses, each address shows its own state, and a failed address also shows the reason.
• Delivery history – every event the provider reported, oldest first, with date and time: for example Processed, Deferred, Delivered, Open, Click or Bounced. The small grey label (such as +2 min) shows how much time passed since the previous event. Successful events are green, delays orange, failures red. When the e-mail went to several addresses, the buttons above the history show All recipients or the history of one address.

Use Back to return to the list.

Undelivered e-mails: what did not arrive and why

The menu item is called E-mail errors, and it opens the page Undelivered e-mails.

1. Go to Settings → Communications → E-mail errors.
2. At the top you see how many e-mails did not arrive in the selected range.
3. Choose the Range (Last 30 days, Last 90 days, Last 12 months) and, if you need to, Search by recipient or subject.
4. Click a row to see why the e-mail failed.

Each row shows the Reason in plain words (for example Invalid address or Mailbox full), the e-mail’s current State, the Recipient with the subject, and the Date. If the list is empty, it says Every e-mail reached its recipient.

In the detail you see:

• Why it failed – the reason, a short explanation and, for the most common reasons, What to do: with the next step.
• Provider message · verbatim – the exact message from the recipient’s mail server, when there is one. Use Copy if you want to pass it on (for example to the customer’s IT department or to our Support Team).
• What is known – date, recipient, subject, sender and the e-mail’s state.
• Delivery history – the same timeline as in E-mail monitoring.
• Open in monitoring – opens the same e-mail in E-mail monitoring.

What to do for each reason

After you have the right address, make sure the customer gets the information, for example by sending the e-mail again where your admin allows it, or by forwarding the details yourself.

When an address is blocked

After a hard bounce, a block or a spam report, the e-mail provider can block (suppress) the address. Later e-mails to that address are not sent at all, and they show the state Dropped. This protects your shop’s sending reputation.

You cannot remove the block yourself. When the cause is fixed (for example the customer’s mailbox works again, or the customer wants your e-mails again after a spam report), contact our Support Team. Tell us the address and, ideally, the date of the failed e-mail. When the block is lifted, it is recorded in the e-mail’s Delivery history.

A customer says they did not get an e-mail

1. Go to Settings → Communications → E-mail monitoring and search for the customer’s address or the order number. If the e-mail is older than 30 days, widen the Range.
2. No e-mail found: the shop did not send it. Check that the address in the order or in the customer profile is right, and check the e-mail template settings in Settings → Communications → E-mail templates.
3. Delivered: the customer’s server accepted it. Ask the customer to look in their spam or junk folder and in other inbox tabs (for example Promotions).
4. Processed or Deferred: open the detail and check the Delivery history. If there is no Delivered event yet, wait a little and check again.
5. Bounce, Blocked or Dropped: open Settings → Communications → E-mail errors, find the e-mail and follow What to do for each reason.

Need help?

If an e-mail failed and the reason or the provider message does not tell you what to do, contact our Support Team. Include the recipient’s address, the subject and the date. You can copy the provider message from the e-mail detail.