[closed] Random Failed Emails

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  • Problem
  • Updated 2 weeks ago
  • (Edited)
We reported a problem with the sending of campaign emails on 6 May 2020, received an acknowledgement and confirmation it would be investigated on the 7th May.  After a couple of follow-up, we received a reply on the 20th May advising an assessment had been carried out using an external tool and were in the process of turning the report into a readable format.   Since then nothing, not even an update to ask for our forbearance.   It is now 20 June, fully a month since that last fateful email.   That is despite our email follow-ups and voice messages.

Our problem is that when we use the campaign email system (we like this because it allows us to send formatted emails and attachments), a small number of emails were never being received.   The fault was random in that one email would be received and the next not.

Clearly, this makes the campaign email system unusable for us.
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Douglas Mower

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  • Frustated

Posted 2 weeks ago

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ClubBuzz, Admin

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Hi Douglas,

Thanks for your comment. As we've said in reply to your email on 6th May - in the campaign email in question that was sent, 33 of the addresses that the email was sent to were not valid - this was equal to about 31% of the emails you sent. Of the other emails, the rest were delivered. If a high proportion of emails you send are not valid, it makes the emails susceptible to being classified as spam.

I know your club's email address was not receiving some of the emails – but the email platform the club uses to receive and forward email (ForwardEmail.net), while we suggested this was a free service the club used, it isn't a service provided by ClubBuzz. We can raise a ticket with ForwardEmail.net to provide a report (they only provide us with API responses), it's unfortunately not a service we're in control of, unlike the campaign emails.

We'll chase the ticket on your behalf again, but the club's own inbound mail service, which is outside of what ClubBuzz provides as part of the platform, is something we have very little influence over.

Since the original campaign email which was sent, the club's spam "Reputation" which sendgrid sets is now at 100%, so other than the club's inbound email service where there's an issue, the email deliverability rate should be high.

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