Technical Operations
Where to start when order emails do not reach customers
Diagnose transactional email from order events through sender authentication and delivery logs.
· Digital Department
Separate event failure from delivery failure
First confirm the order event happened and a message was generated for the correct address. Then inspect the sender service for accepted, deferred, bounced and spam-complaint events. A dashboard marked “sent” does not necessarily mean delivered.
Check sender authentication
Verify that SPF, DKIM and DMARC records align with the service used by the sending domain. Plan DNS changes carefully; an incorrect record can disrupt other email too.
- Sending domain and identity
- Order event and template
- Bounce and complaint logs
- Recipient preferences and permissions
Make the notification path observable
Alert on critical order-message failures and create a support case when a customer cannot be reached. Keep marketing consent and transactional message logic distinct.