On occasion, a guest may reach out indicating they have not received marketing emails from your campaigns. This can be investigated by looking at a guests account and messaging history through PXS as follows:
1. Log into the PXS Merchant Portal.
2. Go to Customer Service > Account Lookup and lookup the guest account that did not receive an email(s). Review the "Email Status". An email status of "Not failed" indicates our servers did not receive a failed response from an ISP denying the delivery. A denied delivery may occur if an email account is deleted, changed, or has a rule refusing delivery.
3. Select CustomerTransaction History and Messaging View.
A status of "sent" or "opened" indicates the message sent successfully, and did not receive a bounceback notification from an ISP. A status of "opened" indicates the guest physically opened the message.
The messaging history of "Email Failed" usually is an indication that the "Email Status" if the account record shows as "Failed".
What we can do:
We can investigate the deliverability of marketing emails through the email status field, and messaging history.
What we cannot do:
If the status is "sent," we are unable to further troubleshoot these deliverability reports. The guest should be directed to check their spam folder, or work with their ISP to whitelist these types of marketing emails.