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If your customer's booking confirmations or reminders are not being delivered, there may be several possible causes. In this article, we’ll go through the most common reasons and explain how to resolve them.
Possible reasons related to email delivery
1. Spam folder
The message may have been delivered directly to the spam folder or to folders such as Promotions or Other.
What should you do?
→ Ask the customer to check these folders in their email account.
2. Gmail groups messages into threads
Gmail sometimes groups messages into existing conversation threads. In these cases, a new email may not generate a separate notification and may instead appear as part of an older email conversation.
What should you do?
→ Ask the customer to use Gmail’s search function to find the most recent email received from booksalon and check whether the latest message has been added to the existing thread.
3. Mailbox is full
The customer’s mailbox may be full, preventing new emails from being delivered.
What should you do?
→ Ask the customer to check whether their mailbox storage is full.
4. Incorrect email address
There may have been a typo in the email address when the booking was made.
What should you do?
→ Verify that the email address is correct.
5. Email provider blocking messages
Some email providers may automatically block system-generated messages if they appear suspicious.
What should you do?
→ If you suspect the customer's email address has been blocked, contact support through the chat. The block can be removed through our support team.
Possible reasons related to text message delivery
1. Spam or promotional messages folder
Many Android phones include spam or promotional message folders. The message may have been delivered to one of these folders, and notifications are usually not shown for messages placed there.
What should you do?
→ Ask the customer to check their spam and promotional message folders.
2. Incorrect phone number
The customer's phone number may be incorrect.
What should you do?
→ Verify that the customer's phone number is correct.
3. Blocked messages
The customer may have blocked automated messages or messages from unknown numbers.
What should you do?
→ Ask the customer to check their phone settings for any message blocking rules.
4. Full message storage
On some older phones, the message storage may become full.
What should you do?
→ Ask the customer to check whether their message storage is full. If necessary, advise them to free up storage space.
5. No network connection or phone turned off
If the phone was turned off or not connected to a mobile network when the message was sent, the message may never be delivered.
What should you do?
→ Ask the customer whether their phone was connected to a network at the time the message was sent.