Fixing blocked email delivery
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Sometimes an email cannot be delivered because the recipient’s email address has been blocked by our email provider. This can happen if the recipient previously marked an email as spam, their email provider rejected messages from SortScape, or our email provider added the address to a suppression list.
When this happens, SortScape may show that email delivery is blocked for the contact. Admin users can remove the block so future emails can be delivered again.
What “email delivery is blocked” means
Section titled “What “email delivery is blocked” means”If email delivery is blocked, SortScape has been told not to send more emails to that address through the email provider.
This is different from a customer unsubscribing from marketing or campaign emails. A delivery block affects important service emails too, such as job emails, quote emails, invoice emails, and reminders.
Where you might see this
Section titled “Where you might see this”Admins may see a delivery block in two places:
- On the contact profile, near the contact’s email address
- In the details for a sent email that was not delivered
You may also receive an email notification from SortScape letting you know that an email could not be delivered.
How to allow emails again
Section titled “How to allow emails again”- Open the affected contact.
- Look for the message saying email delivery is blocked.
- Click Allow emails to this address again.
- Confirm that the recipient wants to receive emails from your business again and that you want to remove the block.
SortScape will then ask the email provider to remove the address from its suppression lists.
What happens after you remove the block
Section titled “What happens after you remove the block”Future emails to that address can be delivered again.
Emails that were already dropped or not delivered are not automatically resent. If the customer still needs that message, send it again after removing the block.
It is also a good idea to ask the customer to check their junk or spam folder and mark SortScape emails as safe.
Why an email might still show as “Dropped”
Section titled “Why an email might still show as “Dropped””Removing the block does not change the history of older emails. A previous email may still show as Dropped because that is what happened at the time it was sent.
The important change is that the contact is no longer marked as blocked, and future emails can be sent again.
Who can remove an email delivery block
Section titled “Who can remove an email delivery block”Only admin users can remove email delivery blocks.
If you cannot see the Allow emails to this address again button, either:
- You are not an admin user
- The contact is not currently marked as blocked
- The email issue was not caused by this type of delivery block
When to contact the customer
Section titled “When to contact the customer”If a customer’s email address was blocked because they marked a message as spam, they may need to update their email settings too.
Ask them to:
- Check their spam or junk folder
- Mark SortScape emails as safe
- Confirm that their email address is correct
- Let you know if they no longer want to receive emails