Check whether a scheduled email was sent
- Availability
- Beta
Use this when a customer or marketing team asks whether an automated email was sent.
Steps
- Open Comms > Scheduled Emails.
- Search for the scheduled email by name.
- Check the target offer, customer subscription, timing, and archived state.
- Open a sample affected order.
- Open History and look for sent, failed, or resent email entries.
- Confirm the customer's email address and language.
- Resend from the order only when the order has the expected documents and the customer should receive the message.
What to check
| Area | Why it matters |
|---|---|
| Targeting | The customer may not match the selected event, template, or subscription. |
| Send timing | The email may not be due yet. |
| Archived state | Archived scheduled emails should not continue sending. |
| Order history | Shows whether a message was sent or failed for that order. |
| Attachments | Tickets or invoices must exist before resending. |
Expected result
You can tell whether the message was scheduled, sent, failed, not due yet, or not targeted to the customer.
Troubleshooting
| Problem | What to check |
|---|---|
| Scheduled email is missing | Account availability, permissions, archived scheduled emails, and spelling. |
| Customer was not targeted | Event, date, subscription, language, and customer email. |
| Email sent but customer did not receive it | Spam, blocked sender, customer typo, and order History. |
