There are many reasons why an email wasn't delivered. Here are some common issues and an explanation that will hopefully be helpful in resolving the issue.


Soft bounce - The email wasn't delivered possible due to a temporary issue. A typical problem is a full inbox. 


Hard bounce - The email address is no longer valid. The inbox is invalid. We will no longer email to this email address.


Rejected - The user has issued a spam complaint against us or they have blocked emails from our domain. You can help to fix this by letting clients know to add our email address (no-reply@shipleap.com) to their "whitelist". Once we are rejected, we add the email to our "do not email" list. We can attempt to send emails to them again only after they have confirmed our email address is on their "whitelist". Send a picture of the whitelist update via email to support@shipleap.com and we will try to email them again. Once we are flagged as spam, we will not email to the address again until we have proof of whitelisting in order to protect our deliverability reputation.


 

Here is more info on whitelisting:


Whitelisting an email involves telling your email provider that you want emails from that sender to be allowed into your inbox rather than being filtered into spam. A whitelist email address will always be allowed into your inbox.

How to Whitelist an Email in Gmail

1. Click the settings button (in the top-right corner of the screen), then select “Settings” from the resulting drop-down menu.

  1. 2. Navigate to the tab labeled “Filtered and Blocked Addresses” to access information about your existing filters.
  2. 3. Select “Create a new filter” and enter the domain @shipleap to whitelist. This will tell Gmail to approve every message from ShipLeap.


  1. 4. Click “Create filter” to approve the new filter, then mark “Never send to Spam” to whitelist every email within the filter. You can also choose to Star these emails, apply a given label, or mark them as important.

How to Whitelist an Email in Outlook

  1. 1. Click on “Settings”, then “View all Outlook settings”.
  2. 2. Go to “Junk email”, then choose “Safe senders and domains” or “Safe mailing lists” to select the domain or email you want to whitelist.


  1. 3. Enter the domain name @shipleap.com to Safe senders. Make sure to include the @ character for domain names in order to only whitelist emails with the exact string of characters you entered (and nothing more).