Email deliverability

Emails are not being received by customers. As you cannot set a BCC on emails it is impossible to know if they are being received. Checking all the emails from the last week through your platform there are no opens therefor conclusion is none received.

I created atest order to see if I received the emails and a test address and I did not. The platform shows it was sent though. Where did it go?

I asked a week ago for spf and dkim records so i could add your mail server as an authorised sender – this is common for ecommerce sites wanting to ensure their customer receive important transaction emails. So now I find for the last week that no emails were received.

I want to work with your service but the poor service response and lack of basic (and common configuration at other transaction email suppliers) setup has me suspicious that you may not be a good fit for my Woocommerce site. The pity is that Woocommerce recommended you. I don’t usually take too much notice of the other reviews but maybe they are right.

I have sent a number of emails through your support button on my client portal. I had one response saying that you were waiting for technical response for spf and dkim. That was over 5 days ago. These details should be available in the portal or emailed immediately as part of the onboarding process. Another option would be to setup smtp so our own server could be used for the transaction emails and your server used for marketing emails as a compromise.

I will see out this month on my subscription but I expect these simple requests will be responded to and some engagement on how to make the system better.