You may receive requests from customers to resend their email correspondence. This can be due to many reasons such as a customer updating their email address, their email address being entered incorrectly or their email provider preventing them from receiving our correspondence.
This article will outline how to:
- How to find a resend an item of correspondence
- How to find a resend an item of archived correspondence
- Identify and unblock a blocked email address
Prerequisites
- Access to Jumbo Lottery Platform (JLP) Admin
1. Locate The Customer
Using The Quick Search Field
Located at the top of the Admin panel is the quick search field.
In this field, you can enter various identifying details which will allow you to search for a customer.
Using The Search Form
Navigate to the Powered by Jumbo Admin dashboard. Select ‘Customer search’ from the toolbar located on the left of the page.
For further steps on how to search for a customer, click here.
2. Accessing Customer Correspondence History
Once you have located the correct customer, select the ‘Correspondence history’ option from the left-hand toolbar.
This will show a complete history of the customer’s purchase confirmation and results as well as any other correspondence.
You will see the following information on this page:
- Date/Time – this shows the date and time that the email was originally sent to the customer
- Blue envelope, white envelope, mobile phone, and speech bubble symbols – this shows whether you will be able to resend the correspondence via email, plain text email, SMS and push notification respectively
- Correspondence – this shows the subject and contents of the correspondence
- Status – this will show the status of the correspondence, has it been delivered, is it pending, has it been soft bounced or hard bounced
3. Resending An Item Of Correspondence
You will first need to select the corresponding icon that matches the form of notification you would like to send. This can be in full HTML email (blue envelope symbol) or plain text email (white envelope symbol). Click one of these options to open the correspondence.
This will open the full email, in the top left-hand corner of the screen you will see a blue ‘Resend Email’ button.
Once you have clicked this button you will be automatically returned to the correspondence history page. You will see the status will currently be set to pending, by refreshing this page it will eventually show as delivered.
4. Resending Archived Correspondence
Correspondence that is over one month old is archived. Archived correspondence can also be re-sent. After accessing the correspondence history of a customer, click on ‘View Archived Messages’ in the top right section of the ‘Correspondence History’ page.
Navigate to the specific archived message and click on the blue or white envelope.
Then select ‘Resend Email’.
NOTE: If a customer’s email address is listed as blocked, they will not receive any correspondence from us. Even if it has been manually resent!
5. Blocked Emails
From the customer profile page, on the right toolbar, you will see an option called “Email OK”, this means that emails are being sent correctly. If the customer’s emails are being blocked this icon will appear red and labeled “Email Bounced”.
Click this option to reveal a pop-up. You will see there is a tick box under the label “Confirm Action”, by ticking this box you will be able to block and unblock emails. You will be given the option to leave a note regarding this option, this is not compulsory.
Click the “Email OK” button to complete this action. Emails will now be unblocked and will send to the customer successfully.