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My customer has not received a newsletter even though he is subscribed. How can this be?
My customer has not received a newsletter even though he is subscribed. How can this be?

Here you will find possible causes to rule out why your customer did not receive a newsletter.

Carola avatar
Written by Carola
Updated over a week ago

How could it be that a certain group of customers did not receive your newsletter? There are three things that can cause your newsletter not to reach the recipient. We explain how you can rule out three reasons yourself that explain why your customer did not receive your newsletter.

1. Your e-mail was bounced at the e-mail address in question

When you go to your newsletter statistics, go to the 'bounces' section and see if you can find the e-mail address in there.

❗️ Is that the case? Then the newsletter has bounced to this email address and that is the reason the customer did not receive the newsletter.

2. Your customer has already received a newsletter on the same day

To avoid being marked as spam, your customer should only receive a newsletter once a day and a trigger once a day. What you check first is whether you may not have sent out two newsletters to your group of customers that day. Check that you used the same target groups for the two (or more) newsletters on one day.

❗️ Is that the case? Then your target audience is not going to receive the second newsletter. Is this the intention? Adjust your settings and send multiple newsletters per day.

3. You're resending unopened emails

The last cause to check is the "resend unopened emails" setting.

When you create a newsletter, step 2 ("Email Settings") gives you the option to resend unopened emails:

This is useful, considering customers sometimes do overlook your e-mail. In the example, resend unopened emails up to 1 day after the original date was sent. Do you send the newsletter on Monday? Then the newsletter will be sent again on Tuesday to the profiles that did not open your email.

❗️ Do you send a new newsletter on Tuesday? The profiles that get the first mail again will not receive the new newsletter, unless you can send multiple newsletters per day.

Cause not identified?

Have you ruled out all of the above steps? Then there may be something else going on. Contact us via chat or email. We'll be happy to take a look with you.

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