Waiver E-mails
Recently had a couple of customers claim they never received waiver confirmation e-mails after filling out waivers online. While I strongly suspect it's gone to their spam folder (though one guy says he checked) or some similar error on their end, it did get me to wondering if there's anywhere I can see messages that might be bouncing back from those outgoing e-mails... Like if someone enters a nonexistent address, where does the delivery failure message go and can I see it?
Comments
Hi -
You cannot see the bounced emails, sorry. That would be very complex to manage for all the gyms.
That being said... we monitor deliverability very carefully and our emails ARE delivered to the recipients ISP/Provider. Unfortunately, what happens once the email leaves our hand is out of our control.
I believe you can see the email address used in the Recent Waivers button in Find Documents. That can be used to see if they entered a bogus email accidentally.
If the email was correct... then the email was delivered... but as I said, that's all we can do - what happens with the email after that is out of our control. Sometimes ISPs just don't deliver mail (AOL, Hotmail, and Yahoo are notorious for this).
If you need me to research an email (just to prove what I am saying is correct), send me the email address privately (andy@...) and the approximate date of the waiver and I can research.
Thanks Andy. I did check the address in recent waivers and it was correct, so as I said I suspect something happened to it on the customer's end. It was a corporate address so I'm guessing they might have an in-house spam filter that may have intercepted the message before it got to his inbox or junk folder. He also sent us an inquiry from his wife's address, so I'm not 100% sure he was even looking at the right account. We are loving the online waivers since we started using them. They have dramatically reduced the number of customers we used to turn away due to lack of a valid waiver. Can't be helped that some people are still going to have problems like this. Thanks again.
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