At Punchpass we do absolutely everything we can to make sure that emails sent from your Punchpass account (both automatically and manually) reach your customers as intended. But with so many moving parts and different email providers in the mix unfortunately, sometimes messages do go astray.
Here's how to get email sending back on track!
If someone isn't receiving emails you send through Punchpass
If your customer is not receiving the emails you send out using Punchpass, they may have unsubscribed.
Verify if they've unsubscribed
To see if someone has unsubscribed, go to their customer account and click on the Info tab. you will see if they are marked as Unsubscribed.
When someone is unsubscribed, they won't receive any of the emails you send through Punchpass directly to your customers from the class details pages, reports, and customer accounts.
Resubscribe with permission
First, please confirm with the customer that they wish to receive custom emails from you!
If they confirm, you can click the "Resubscribe" button to resume sending.
When someone isn't receiving the automated emails from Punchpass
With Punchpass you can send automated emails to customers about their passes, reservations, and appointments.
If someone reports they haven't received one of these emails, most often we find that they have been delivered to your customer successfully, but have been routed to somewhere other than their inbox (most commonly their spam folder).
Check on the delivery status of emails
From the Reports section, the Emails Sent report (link) illustrates the successful delivery of automated messages by putting a checkmark next to the recipient and the message.
Clicking on the customer name within the Emails Sent report will take you directly to the customer account.
If a person is marked "Bounced"
Sometimes you'll notice that your customer is marked as "Bounced." When this happens, Punchpass is unable to deliver email messages to the customer.
Here's how to get their email back on track:
Please confirm that the email address is correct and has no typos
If their email address is correct, we recommend re-starting sending by changing their email to a dummy email (i.e. [email protected]) and then changing it back to their correct email address; this resets sending to their email address.
Additionally, we recommend directing the customer to add Punchpass as a saved contact in order to potentially resolve the bounce.
Review emails sent from the customer account
From the customer account, select the Emails tab, and you will see the delivery status of all emails sent to the customer.
In this example, we can see that at some point, emails sent to this customer were marked as spam, so they were unsubscribed and emails are not being delivered.
Reactivating a customer's email address
Please confirm with the customer that they would like to receive your emails and the automated confirmations, and purchase receipts.
Try resending an upcoming class reservation or purchase receipt
From the customer account, you can easily resend a confirmation email from the Reservations in the Upcoming Classes section.
Click the three-dot icon next to the class name and select Resend Reservation Confirmation Email.
To resend a purchase receipt, from their Active Passes, click on the three-dot icon in the corner of the pass or membership and select Email Customer Receipt.
After sending the email, please check their emails sent to see if the message was delivered successfully. Previously sent emails will not be resent.
If the customer marked emails as spam and/ or the message was not delivered
Please reach out to the support team with the customer's name and email address so we can manually reactivate their email using the chat or by email at [email protected].
Preventing emails from reaching the spam folder
Punchpass does everything it can to 'sign' all of our emails so they are seen as legitimate emails by the different ISPs.....but it's important to understand that WE do not get to decide where the email end up. Your customer's email provider gets to decide that. Punchpass sends hundreds of thousands of emails per week - some are going to get routed to the wrong spot!
When an email isn't received we recommend that your customer first does a search for "[email protected]" within their email account (search all folders) to see if the missing email(s) turn up. If they do then it's important to mark those messages as "not spam" so the email provider knows to deliver those types of messages directly to their inbox in the future.
Here are the instructions for how to do that from some of the major email providers (if your customer's provider isn't on this list then we recommend they check with them directly):
If that search doesn't uncover the email(s) then there may have been an issue with the message being delivered. In that case please reach out to us at [email protected] (or via the online chat) and provide the customer's email address so we can investigate further.