How to Trace Emails for Password Resets and Scheduled Reports

This guide explains how to trace emails sent from Clarus WMS, such as password resets or scheduled reports, to check if they have been successfully delivered to the client's email address.

Step-by-Step Guide

1. Sign into Mailchimp

First, sign into Mailchimp. You will see a specific screen after signing in.

2. Access Transaction Email

Navigate to Automations > Transaction Email. Then, select Launch App in the top right corner.

3. Go to Outbound on the Mandrill Dashboard

You will now see the Mandrill dashboard. Select Outbound. This section is used to trace emails and confirm if they were sent successfully or failed.

4. Confirm the Client's Email Address

To trace an email, you will need the client's Email Address.

5. Interpret the Search Results

After searching, you will see one of two messages:

• Delivered (Green Dot): This means the email was successful on our end and usually requires no further investigation from your side. The issue likely lies with the client's email setup.
• Rejected (Red Dot): This indicates an email delivery failure. There are two types of rejections:

Soft Bounce: This is a temporary email failure, often due to a server problem and less likely a full mailbox.

REMEMBER: If it's a soft bounce, ensure the user is removed from the blacklist. Allow one day to confirm if the email then delivers successfully or fails again. If it fails and is not an external issue, raise it in the #support channel.

Hard Bounce: This is usually a permanent failure, often due to a block on the external side (e.g., spam filter, domain blocked by external IT). In rare cases, it can be due to an invalid email address.

WARNING: For a hard bounce, inform the client that the user has been removed from the blacklist (this happens automatically after multiple email failures). Advise them to contact their IT Department to resolve the issue. Provide screenshots if necessary.

FAQs

What is the purpose of email tracing?

Email tracing helps confirm whether an email sent from Clarus WMS, such as a password reset or a scheduled report, has successfully reached the client's inbox.

What does 'Delivered' mean?

'Delivered' with a green dot means the email was successfully sent from our system. Any further issues are likely on the client's side.

What does 'Rejected' mean?

'Rejected' with a red dot means the email delivery failed. This can be either a 'soft bounce' or a 'hard bounce'.

What is a 'soft bounce'?

A 'soft bounce' is a temporary email failure, usually caused by a server problem, not a full mailbox. The user should be removed from the blacklist and the email re-attempted.

What is a 'hard bounce'?

A 'hard bounce' is a permanent email failure, often due to external blocks like spam filters or domain blocking by the client's IT. In these cases, the client needs to contact their IT department.