My Customers Aren’t Receiving Their Email Confirmations. What Can I Do?

Overview

If you have set up e-mail confirmations but are receiving feedback that customers aren’t receiving them, there are a number of things you can check.

This article provides a checklist for when customers are not receiving confirmations so that you can ensure that your e-mail confirmations are sending and being received.

An SPF record should be added to your domain. Check out this article for more information on this.

Troubleshooting Steps

1. Have your customers check their spam folders and any filters they might have in their e-mail settings.
   
2. Go to Settings  > Company Info. Ensure that the “Auto-send E-mail Notification to Clients” box is checked.
    
   
   
3. Go to the customer’s booking and make sure the e-mail is entered correctly. At this time, you can also check your historical notes to confirm that Zaui did, in fact, have the e-mail confirmation scheduled to send.
    
   
   
4. If the customer has not received their e-mail confirmation due to the initial set up you can resend the confirmation. Go to the customer’s itinerary and select "Email Itinerary" from the shortcuts panel menu on the left.
    
   
   
5. Send the e-mail from the e-mail in your “Sender Address” field or from noreply@zaui.com. First, try sending it again from your sender's address. If that does not work, you can select noreply@zaui.com and your customer should receive the confirmation.
   

You can check that emails are sending by going to Settings > Manage Notifications > Email/SMS. Then select Notification History from the left side panel.