why email is going from netsuite but not reaching customers

when I see list of sent emails in netsuite, I can see that email has been sent to customer. also I cant see this email in Undelivered emails but then also why customer is not receiving email?  What could be reason? Please Help!

Beginner Asked on March 15, 2023 in SuiteScript.
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1 Answer(s)

Hi Maira,
Email delivery is a big topic with lots of variables. Here’s several that I’m aware of. Noting that we are doing more with WhatsApp, Telegram and other chat messaging to connect with customers. Email seems to have a low open rate.

Do your recipients have your sending domain white-listed with the receiving account.

Sometimes, recipient’s inbox-actions can result in your emails being reported, by the receiving system, as abuse or SPAM, which affects delivery.

The email was delivered but deposited to the recipient’s junk folder and they just didn’t see it.

The recipient’s past inbox-behavior, with your emails, is causing the receiving system’s AI to quarantine them. So, they don’t appear in inboxes.

Are you using NetSuite’s default email system or sending email via a 3-d party SMTP server. Have you got SPF, DKIM and DMARC aligned, if you are identifying email with your corporate domain? This is related to your reputation.’

Best,
Stephen

Rookie Answered on March 19, 2023.
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