Sending Domain

If you've not setup your own Domain Name for sending your Spoonfed Confirmation emails and Invoices (see here), then email will be send from the getspoonfed.com domain.

Right address?

Either way, sometimes an email may not reach the inbox of the recipient. At the risk of stating the obvious, the first thing to do is to check that the email address has been entered correctly into Spoonfed.

Junk or Quarantine

The email may have been delivered successfully but is sitting in the recipient's 'junk' email folder. Please ask them to check if that is the case.

Further, many organisations often employ email filtering systems, where an email is delivered to a Mail Server but is 'quarantined' - i.e  held back from release to the individual's inbox. We can discern when an email has been accepted by a Mail Server, but beyond that point we can't determine whether it is in 'junk' or 'quarantined'.

Delayed

There may be a slight delay in sending the email  this is usually no longer than a minute or two. 

Otherwise, there could be a delay in delivering the email to the recipient's email server. If this happens, our provider will continue to try to deliver for 72 hours. It is worth trying to send the email again in these circumstances.

Rejected

If the email has been rejected by the mail server of the recipient then, if you are sending from your own Domain (see above), you should receive a 'bounce' notification from Spoonfed.

The reason for a 'bounce' is usually an email security filter on the recipients mail server, which reject the message as spam. Sometimes, signing up for a newsletter on your customer's (the recipient's) website will allow your Domain to be accepted by the mail server. If this is not an option then you will need to contact the recipient to request that future emails from your (or our) Domain are accepted by your Customer's mail server.

A second form of 'rejection' may occur after the email has been delivered to the mail server. In this situation, it is not possible to notify you of the rejection. It is probable that the email has been 'quarantined' awaiting manual acceptance or rejection by the IT function of your Customer. If this is the case then the recipient will need to ask their IT contact if this is the case and request that future emails from our mail server - IP address 35.166.227.35 - should be allowed through their filters.

If your Customer's employ an anti-spam email filtering service such as Symantec or Mimecast and they are not receiving email, then it is likely that they need to contact their provider and request that email from our mail server - IP address 35.166.227.35, should be allowed through their filters.

Finally

Email is not a perfect delivery mechanism - and occasionally messages are rejected or delayed. We strongly suggest that you take advantage of setting up your own sending Domain so that you will receive bounce back notifications.

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