By accessing the system and audit logs, you can identify why a customer did not receive an email. You can locate the customer's records, view their data, and examine the Audit Log for relevant events, signals, actions, and traces.
Troubleshooting email delivery to a customer
To determine why a customer did not receive an email:
Go to Reports > All reports > Visitors to access the system log. The log contains records of all events relating to every site visitor.
Find the customer's email address in the search box at the top.
Once found, you see their data, including their email address, name (if available), and any other captured information.
Find the Audit Log to see a list of events and actions related to the customer. There are four types of entries:
Entry type | Description |
Event | Recorded actions involving the customer, such as page views, cart visits, and checkout completion. |
Signal | Generated by events the system considers important, like basket abandonment. |
Action | Actions performed by the system, such as sending an email or loading details to a list. |
Trace | Detailed breakdown of specific activities, typically used for system diagnosis, like determining why an email was sent. |
By looking at the Audit Log, you can identify why the customer did not receive your email.
