If a customer says they didn't receive an email from you, work through these checks in order. Most missing emails are caused by a wrong email address, an email address that has bounced, the customer not being subscribed, or the email landing in a spam or promotions folder.
Check 1: Is the customer's email address spelt correctly?
Open the customer's record on the Customers screen and look closely at the email address under the customer's name. Look for typos such as gmial.com, hotmial.com, a missing letter or an extra full stop. If the email address is wrong, see How to change a customer's email address.
Check 2: Has the customer's email address bounced?
If an email to the customer hard bounced, WithWine stops sending marketing emails (newsletters and club emails) to that address. The customer's record doesn't show this. To check, go to Customers, click Filters and choose An Invalid Email in the who have dropdown. On the Club Members screen, use Email Bounce Received (All) in the and a status of dropdown. If the customer is in the list, see Why is WithWine not sending emails to a customer?
Check 3: Was the email sent to the customer?
On the customer's record, look in Customer Activity with All Activity selected for the email's subject and sent time. If the email is there, go to Check 6. If the email isn't there, go to Check 4.
Check 4: Is the customer subscribed?
Marketing emails sent from the Customers screen only go to subscribed customers. If the customer's record shows a Subscribe button, the customer isn't subscribed and was left out. See What happens when a customer unsubscribes from your emails?
Check 5: Was the customer in the filter or selection?
Emails only go to the customers or club members in the filter, search or selection when the email was created.
Club emails from the Club Members screen only include the statuses in the status filter. The Club Members screen opens showing Active members only.
Check the Recipients number for the email on the Emails screen.
Check 6: Is the email in the customer's spam or promotions folder?
Gmail often puts newsletters in the Promotions tab. Ask the customer to check Promotions, Spam and Junk.
Ask the customer to add your From address to their contacts.
Check 7: Is your email sending set up correctly?
If many customers report missing emails, or Outlook shows "Unverified" next to your name, check your From Email Address and DKIM. See Why are my WithWine emails going to spam or showing as Unverified?
Still stuck?
Message WithWine support in the chat. Tell WithWine support the customer's email address and the email's subject.
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Why are my WithWine emails going to spam or showing as Unverified?If a customer says they didn't receive an email from you, work through these checks in order. Most missing emails are caused by the customer not being subscribed, or the email landing in a spam or promotions folder.