Users might sometimes encounter issues where replies or outbound emails from Outlook are not being delivered back to GivingData. This guide provides a comprehensive approach to troubleshooting these mail delivery issues to ensure your communications
The interaction email tool in GivingData is designed to streamline your workflow by allowing emails to be sent and received directly within the app. However, users might sometimes encounter issues where replies or outbound emails from Outlook are not being delivered back to GivingData. This guide provides a comprehensive approach to troubleshooting these mail delivery issues to ensure your communications remain uninterrupted.
What the reporting user should check?
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Verify Email Sent Status in Outlook
Ensure your email is in the 'Sent Items' folder in Outlook. If it's in 'Drafts' or 'Outbox', it hasn't been sent.
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Confirm Email Address Accuracy
Double-check the email address used for the reply. Errors in the unique email addresses generated by GivingData can prevent successful delivery.
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Check Spam/Junk Filters
Look in your Spam or Junk folders in both Outlook and GivingData. Sometimes legitimate emails are mistakenly marked as spam.
What the Users IT should check?
Its often helpful to loop in an IT or technical resource to help verify there are no technical/configuration issues preventing the delivery. IT staff can check tools like the Message Trace in Exchange Admin Center (EAC)
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Use the EAC for a detailed message trace. This can reveal whether the email was successfully sent from Outlook and highlight any delivery issues.
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To do this, navigate to the EAC, find the 'Mail flow' section, and start a trace for the specific email in question. Focus on the sent time frame, sender, and recipient details.
Look for Non-Delivery Reports (NDRs)
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In the Outlook inbox, check for any NDRs or bounce-back messages. These can offer insights into delivery issues.
Ensure Outlook Server Connectivity
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Confirm that your Outlook is correctly connected to the email server, as connectivity issues can disrupt email sending.
Need more Support?
If you've followed these steps and find yourself still stuck, don't worry. It might be time to seek help. Feel free to reach out to GivingData customer support for further assistance.