Undelivered message alerts

When an alert is created

• The message didn't arrive – the e-mail bounced, the customer's server rejected it, or the operator didn't deliver the SMS.
• The message wasn't sent – because of a technical error or because messages can't be sent to the given contact.
• The contact is missing or incorrect – the order's e-mail or phone number is missing or has an invalid format, or the number isn't a mobile number. We check the contact on every new order and whenever the contact or address changes.
• The customer doesn't want messages – they unsubscribed from e-mails or marked an e-mail as spam.

Every e-shop sees e-mail alerts. You'll see alerts about SMS and phone numbers only if the SMS module is switched on.

An alert only brings orders that haven't been completed yet into Order Issues – that is, orders in the status “Created”, “Being packed”, “In transit” or “Partially delivered”.

No alert is created when an e-mail is just waiting for another delivery attempt. Nor is one created because of your account settings, for example when a market has no active SMS template or the SMS module is switched off. You'll only see such reasons in the order timeline.

Where you'll see alerts

• In the menu – a red dot appears on the “Issues” icon when you have an order with issues.
• In the list – on the “Issues” tab, the order has a red dot in the “Status” column. Hover over it to see the “Alerts” window with a short description of each problem.
• On the Dashboard – in the “Latest issues” block.
• In the order detail – at the top there's a separate box for each alert: what happened, “What you can do:” and buttons. The e-mail or phone number on the customer card also shows a warning icon. Click it to jump to the alert.

Red and orange alerts

• A red alert means that messages sent through this channel won't reach the customer until you correct the contact. It can't be confirmed. It disappears once you correct the contact.
• An orange alert means something went wrong or may be wrong. If everything is fine, confirm it with the “It's fine” button.

Overview of alerts

How to resolve an alert

1. Open the order and look at the alert. If it relates to a specific message, the “Show in the timeline” button takes you to it. Hover over its status to see the exact reason.
2. If the contact is incorrect, check it with the customer and correct it on the order in your e-shop. The contact can't be corrected in Foxdeli.
3. If everything is fine, click “It's fine” on the orange alert.
4. If you need more time, snooze the order with the “Snooze” button in the order detail. Read more in the article Order Issues.

What the “It's fine” button does

The button is only available on orange alerts. Use it when you've looked into the problem and don't want to do anything else. For example, when the customer unsubscribed from e-mails themselves or when you've contacted them another way.

• You'll see the confirmation “You confirmed that everything is fine.”
• In the order detail, the alert turns into a grey “Confirmed” line with the date.
• If the order has no other problem, it disappears from Order Issues.
• The same alert won't appear on the order again unless the customer's e-mail or phone number changes.
• The button doesn't send anything and doesn't change the customer's contact.

If the alert has resolved itself in the meantime, you'll see the message “The alert has been resolved or changed in the meantime. It can no longer be confirmed. We are showing its current state.”

When an alert disappears on its own

• When you correct the contact and the correction reaches Foxdeli.
• When another message reaches the customer through the same channel. For example, another e-mail about the order is delivered.
• When the order is completed (delivered, cancelled or returned). The alert then no longer keeps it in Order Issues.

Filters and the “All filters” button

In Order Issues, you can narrow the list down to a specific problem. The “All issues” filter has two groups:

• “Shipment” – delivery problems reported by the carrier, for example “Not picked up” or “Incorrect address”.
• “Order” – alerts about undelivered messages and incorrect contacts. A red or orange triangle shows which kind of alert it is.

On smaller screens, you'll find the filters under the “All filters” button. It opens the “Filters” panel with the issue, country and carrier filters. The number of active filters is shown right on the button. On a wider screen, the issue filter, and possibly the carrier filter too, sits directly in the list header.

FAQ

• Why did orders without a phone number appear in Order Issues? You have the SMS module switched on, so we check phone numbers too. An order without a number gets the red “Phone number missing” alert. If you find out the number, add it in your e-shop. If not, you can snooze the order.
• Does Foxdeli check older orders too? We check contacts on new orders and when a contact changes. We don't retroactively check orders created before this feature was launched. An alert about an undelivered message, however, is created for every order whose message doesn't arrive.
• Will Foxdeli resend the message after the contact is corrected? We don't resend a message that didn't arrive. Further messages about the order go to the corrected contact. The exception is an SMS waiting for the country code to be added: it's sent after the correction if you correct the number within 6 hours. If you have fallback SMS switched on, an SMS may be sent after an undelivered e-mail.
• Why can't a red alert be confirmed? Messages would still not reach the customer. The red alert disappears once you correct the contact.

Related articles

• Order Issues
• E-mails and SMS in the order timeline
• SMS to customers
• Fallback SMS