When communicating important information to Customers, such as cancelled Events or Instances, you may need to find out who has not received your Email Campaign so that you can contact Customers through an alternative method.
This article should be followed as a step in:
Why would a Customer not receive my Email Campaign?
Customers may not receive your Email Campaigns for the following reasons:
- They have unsubscribed or their Contact Preferences have been updated.
- Hard bounce: The email address is invalid or misspelt.
- Soft bounce: A temporary reason such as the recipient's inbox is full or a technical reason such as the receiving domain being unavailable.
In situations where you need to communicate important information to Customers, you may sometimes need to check who has received an Email Campaign. This is so that you can contact them with the important information through an alternative method, such as by phone.
How to export the Sent list
To check who has successfully received your Email Campaign, you will need to run and export the Email Campaign Report in Dotdigital.
TIP: It usually takes only a few minutes for emails to be sent but sometimes there can be delays due to network congestion, antivirus checks, or other technical issues. Therefore, you should wait at least 30 minutes after sending an Email Campaign before checking the sent list.
- In Dotdigital, from the menu on the left under Analytics, click Reports.
- Select the Email Campaign you would like to check.
- In the top right corner, click More Reports:
- From the dropdown, click Emails sent
- Check the boxes for Hard Bounces, Soft Bounces and Unsubscribes:
- You can Export the list by clicking Export at the top of the page:
Once you have exported this list, compare this with the Customer List you used to send the Integrated Email Campaign in Spektrix by following the steps in the next section of this article.
How to find Customers who have not received the Email
You will need to compare the Customer List you sent with the cancellation information, with the Sent list from Dotdigital.
Customers who appear in both lists have successfully received the Email Campaign.
You can find Customers who appear in both lists by combining the sheets in Excel or Google Sheets and then using a VLookup.
Alternatively, for a quick and easy way to find duplicates, follow the steps below:
- Copy the Email addresses in the Email Sent Report from Dotdigital and paste them into the Customer List export from Spektrix. Make sure you match up the email address columns.
- In Excel, highlight the column with the email addresses and go to Conditional Formatting > Highlight Cell Rules > Duplicate Values.
- This will highlight all the customers you successfully sent the mailing in red.
- Next, add a filter to the column by selecting the column header and going to Sort & Filter.
- Click on the filter box in the column header and choose Filter by Color and choose No fill.
- This will then remove the red highlighted duplicates leaving you with any Customers that did not receive the Email Campaign.
The Customers who remain on your spreadsheet did not receive your Email Campaign and should therefore be contacted with any important information by an alternative method.
Further Reading
To learn more about communicating with Customers about cancelled Events and Instances, we’d recommend:
For more information about Dotdigital, take a look at the Communicate with your Customers section of the Support Centre.