How Do I Handle a Bounced or Failed Email?

When an email fails, bounces, or gets a spam complaint, it needs review. Find it in the Email Log, check the evidence, and record what you did.

Find emails needing review

1. Go to Messages then Email Log.
2. Check Show Delivery Failures Needing Review.
3. Click an email to open it.

Resolve a review

1. In Delivery Review, read the Reported outcome and the delivery events listed.
2. Follow up with the investor another way if needed.
3. Click Resolve Review.
4. Under What Did You Confirm? choose one:
   • Investor Saw the Notice in the Portal
   • Reached the Investor Another Way
   • A New Message Was Sent and Checked
   • The Original Failure Report Was Incorrect
5. Enter Evidence or Follow-Up Details and save.

Record delivery evidence yourself

If you learn the outcome some other way, click Record Delivery Evidence. Choose Delivered, Failed, Bounced, or Spam Complaint, add details, and save.

Good to know

• Sent only means the mail service accepted the message. It does not prove the investor received it.
• Recording evidence or resolving a review does not send an email.
• Resolve Review only appears when there is new failure evidence not yet reviewed.
• Include the source, date, and reference for what you checked. Never put passwords or sign-in links in these notes.
• These buttons need permission to edit investor records.
• If an address keeps bouncing, fix it on the investor's profile with More Actions then Edit Profile.
• See How Do I See Which Emails Were Sent?

Syndelo is in preview. eSign and investor payments require live provider setup; a demo or sandbox action does not complete a live transaction. Confirm availability for your workspace before relying on either.