There are 3 different places bounced emails can be found when it comes to your Novi website, depending on what type of email it is.
Select the type of email to learn how to find more information on bounced or undelivered emails in a certain category:
When sending invoices and sales receipts via email from Novi - either from the Transactions tab on a member's record or from the Accounting > Transactions section - the email is actually sent in the background by QuickBooks Online.
To find a list of transaction emails with errors, you'll want to refer to your QuickBooks Online account. Check out these QuickBooks help articles for more information:
Emails sent through MailChimp or Constant Contact are logged through those platforms.
Learn more about how MailChimp handles bounced (a.k.a "cleaned") emails and what you can do to manage these contacts:
Learn more about how Constant Contact handles bounced emails and what you can do to manage these contacts:
Emails that are sent from Novi include:
These emails use your "From" email address - meaning they come from an email at your domain, not a Novi-branded email address.
If the majority of your emails are being delivered, and just one or a handful of users aren't receiving emails, the issue is most likely on the "recipient" side.
Likewise, if you have recipients who aren't receiving emails, but they belong to the same or related companies (i.e. everyone's email address is @abcinc.com) - this almost certainly means their email server is blocking or holding the emails that are coming from your site, and they should contact their IT department to whitelist your domain or use personal email addresses.
To learn more about the reasons a member may not be receiving emails from your Novi website and how you can troubleshoot, check out this article: A member says they aren't receiving Novi emails from my site. What should I do?
If the troubleshooting tips above do not solve the issue and you think the email may have fully bounced, reach out to the Novi team via Intercom (the little blue bubble at the bottom right). We can use internal tools to see if a Novi email shows as delivered or bounced.*
If they are on the bounce list, a Novi staff member may be able to remove them (if the email is valid).
Include the following information in your Intercom message so we can search for the recipient:
*Please note that our email logs only look back 30 days.