Emails being blocked or not sending to certain recipients

[Ferret]

I have an app that has been working, unchanged, for the past year.  It is used to send out quotes via email by way of automation.  Over the last month, we have been getting a large number of customers (many @gmail.com) informing us that they never received the quote. However, every time a quote is sent out, the same email is also sent to us, and we always get them, even when customers say they did not.

I dont have much more info to give on this topic, but the issue at hand appears to be getting more common and any help on this would be appreciated.

[WillowMobileSys · Accepted solution]

Since you are getting them regularly as well as other customers, there is likely not an issue with the generation and sending of the emails. 

It is most probably a problem along the send route or the customer's end.  

First, have your customers check their Junk/Spam folders.  Rules to detect these messages are constantly changing/evolving.  Emails that once went through just fine, could suddenly begin going into these folders.

If the above is not the problem, some ISP's may also block senders (AppSheet is the actual sender) of what they consider are frequent "spam" messages.  In these cases AppSheet would need to "re-validate" that their emails are legitimate.  You would want to contact AppSheet so they can check if they are getting any of your emails returned for this reason and they can take the necessary action.

[Ferret]

Agreed. Definitely not a generation issue.

Nothing in any junk or spam folders for the customers that we suggested this to (not all but enough for us to stop suggesting it eventually).

Sounds like a support ticket is the way to go, thanks.

[Ferret]

2 weeks later, this issue still persists and support has not yet responded.  The list of customers who say they do not get emails from us is still growing and is now a serious problem.  We are now beginning to do estimates outside the system I made in Appsheet because the frequency of this issue has increased to the point that Appsheet cannot be relied upon.

To be clear, emails are not sending out to certain customers but cc's and bcc's to ourselves DO send 100% of the time. All customers have reported checking their spam folders.

[Steve]

Escalated.