Undeliverable Invoice Emails?

Camden Printworks's Avatar

Camden Printworks

06 Feb, 2015 05:01 PM

I seem to have run into a problem in the past week with sending invoices. I've had 3 or 4 occasions when my customers have not received the invoices I sent. This has not happened to me previously.

Bayla @ Camden Printworks

  1. Support Staff 1 Posted by Seth B on 06 Feb, 2015 05:35 PM

    Seth B's Avatar

    Sorry to hear that Adam.

    Did you advise the customers to check their SPAM folders? That can always be a cause of non-delivery.

    If you give me the invoice #’s I can investigate a little more - but if you continue to have trouble the most reliable way to deliver them would be to download the PDF files and email them from your own computer.

  2. 2 Posted by Samantha on 18 Feb, 2015 08:45 AM

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    this is also happening to me there is nothing in spam filters and it looks like some customers hotmail and live and particularly phone users are not receiving their emails my invoice numbers are

  3. 3 Posted by Camden Printwor... on 18 Feb, 2015 03:38 PM

    Camden Printworks's Avatar

    Unfortunately, not showing up in the SPAM folders.

    Camden Printworks
    New Location!!
    1621 South Broadway
    Camden, NJ 08104
    (856) 365-1424
    Like us on Facebook!

  4. 4 Posted by Samantha on 18 Feb, 2015 06:45 PM

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    I contacted my customer and asked her the following
    1. can you confirm to me if you were checking your emails on a phone tablet Mac computer laptop
    2. Which make was the device.
    3. Did you check on 2 different devices?
    4. Did you actually go online to check your email on their server?
    5. Did you check your junk folder?
    6. Did you check at all with a PC?

    her answer
    I have been checking this on my emails via my iphone5

    I have been able to view everything sent by you personally but didn't receive my invoice

    I then changed the email address to my own and sent it to me which I received and forwarded a link

    then the customer said

    wasn't sure on the link you sent me to pay as it didn't bring everything up.

    Iphone 5 issue maybe?

  5. 5 Posted by Samantha on 19 Feb, 2015 12:10 PM

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    16000000009891 another invoice of ours not been seen

  6. Support Staff 6 Posted by Seth B on 19 Feb, 2015 09:05 PM

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    Hey everyone,

    This is a really tricky one unfortunately - and one that will probably always nag at us. I've discussed the issue at length before. Giving that thread a read might be insightful.

    To recap though, we're doing everything we know of to make our emails deliverable. This includes checking blacklists for our mail server ip address, using Sender Policy Framework, and hopefully using benign language in the stock emails that don't trip up SPAM filters.

    All that being said, there's no guarantee our emails will ever be 100% deliverable.

    = Samantha

    I've edited the log here because this thread is public - but I jumped into our server to check things and indeed verify that your invoices are being sent for the number you gave me. Below is an exhaustive list of mail log deliveries for that particular address.

    5844 Feb 16 09:09:07 app1 postfix/smtp[22058]: E6E6760402: to=<[email blocked]>, relay=mx3.hotmail.com[]:25, delay=0.89, delays=0.13/0/0.17/0.   5844 59, dsn=2.0.0, status=sent (250  <[email blocked]> Queued mail for delivery)
    5943 Feb 16 09:55:47 app1 postfix/smtp[23757]: 98A6B60407: to=<[email blocked]>, relay=mx3.hotmail.com[]:25, delay=1.1, delays=0.12/0.01/0.18/0   5943 .78, dsn=2.0.0, status=sent (250  <[email blocked]> Queued mail for delivery)
    6121 Feb 16 11:01:25 app1 postfix/smtp[26426]: D89B460402: to=<[email blocked]>, relay=mx2.hotmail.com[]:25, delay=1.2, delays=0.17/0/0.17/0.8   6121 8, dsn=2.0.0, status=sent (250  <[email blocked]> Queued mail for delivery)
    19575 Feb 18 14:26:07 app1 postfix/smtp[17738]: D732A6061F: to=<[email blocked]>, relay=mx3.hotmail.com[]:25, delay=3.9, delays=0.16/0/0.35/3.4  19575 , dsn=2.0.0, status=sent (250  <[email blocked]> Queued mail for delivery)
    21010 Feb 18 21:49:21 app1 postfix/smtp[11968]: 1751A6063A: to=<[email blocked]>, relay=mx2.hotmail.com[]:25, delay=1.1, delays=0.12/0/0.18/0.7  21010 6, dsn=2.0.0, status=sent (250  <[email blocked]> Queued mail for delivery)
    23396 Feb 19 06:15:32 app1 postfix/smtp[7273]: 8374B607A3: to=<[email blocked]>, relay=mx3.hotmail.com[]:25, delay=0.76, delays=0.1/0/0.21/0.45  23396 , dsn=2.0.0, status=sent (250  <[email blocked]> Queued mail for delivery)
    24233 Feb 19 12:10:21 app1 postfix/smtp[27638]: 5FED76063A: to=<[email blocked]>, relay=mx4.hotmail.com[]:25, delay=0.97, delays=0.12/0/0.16/0.  24233 68, dsn=2.0.0, status=sent (250  <[email blocked]> Queued mail for delivery)

    I understand that this is a maddening issue - trust me I'm right there with you all - and will continue to try and do everything in our power to ensure emails get delivered to the best of our ability. Unfortunately right now there's really nothing more I know of that can be done!

  7. Support Staff 7 Posted by Seth B on 20 Feb, 2015 06:47 PM

    Seth B's Avatar

    An update here - we've put in a ticket with Microsoft today and are awaiting a response to see if they're blocking our emails at the server level for Live.com, Hotmail, and MSN.

  8. Support Staff 8 Posted by Seth B on 21 Feb, 2015 01:14 AM

    Seth B's Avatar

    Here's the response we got from the Outlook team (emphasis mine...)

    We have completed reviewing the IP(s) you submitted. The following table contains the results of our investigation.

    Conditionally mitigated Our investigation has determined that there are no active blocks against these IP(s); however, some messages were filtered. We have confirmed that these IP(s) are eligible for conditional mitigation, but may be subject to low daily email limits until they have established a good reputation. Please note that this mitigation does not guarantee that your mail will be delivered to a user's inbox.

    Mitigation may take 24 - 48 hours to replicate completely throughout our system.

    So what they're saying is that for some reason (which they won't give us), they filtered out some messages - but now they'll "conditionally" let our email through untouched within 24-48 hours.

    I'm a bit puzzled by this as well and have followed up to see why they've filtered out the messages. Hopefully this will start working again soon and we can avoid problems to MSN in the future. Just great dealing with huge corporations, right? :(

  9. 9 Posted by Debbie Burdick on 11 Jun, 2015 10:37 PM

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    I have a client with hotmail and they are not receiving the invoices either.

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