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Locate: See the areas listed below.
- Admin permissions to manage notifications, receive bounced email notifications, and view reports.
- The Email Notifications feature is available to both those using items (Inventory > Items), a key feature of our classic version of Checkfront, and those using products (Inventory > Products), a key feature of our newest version of Checkfront.
New to Checkfront - Products ✨
Products (Inventory > Products) is the successor feature to (Inventory > Items) and is available in our newest version of Checkfront.
Not yet on our newest version and interested in upgrading? Please contact our Technical Support team for more information.
Discover more product-related help articles here: Products (New).
This article provides details on how to review and resolve bounced email notifications.
IntroductionBack to top
Have your Customers noticed they're not receiving booking email notifications? If so, then it's possible that the email notification has bounced.
What is a bounced email? A bounced email is an email that has been rejected by the recipient's mail server, and not delivered.
Email can be permanently rejected (hard bounce), or temporarily rejected (soft bounce).
Email bounces can occur if an incorrect Customer email address is added to a booking, if the Customer's email quota is exceeded, or if the Customer has marked incoming emails as spam.
Getting notified of bounced email notifications
There are several areas in Checkfront where you find out if notifications to recipients have bounced.
- Look for a warning posted within the Booking Invoice
A warning displays within the Invoice tab of a booking (Booking Invoice > Invoice) if the associated email notification bounces.
The warning clears if the booking email address is updated (Booking Invoice > Edit > Email). If a notification didn't send due to the bounce, then you may retrigger it to send by reapplying the desired status to the booking.
- Look for an entry within the Booking Invoice Log
The bounced email is noted within the booking log (Booking Invoice > Log).
- Look for an entry within the Account Activity Report
The bounced email is logged within the Account Activity report (Reports > Account Activity).
- Receive notifications of bounced email
Another option is to be notified by email if a bounce occurs with the Receive notifications of bounced booking emails setting in the Configuration area (Manage > Setup > Configuration).
Once bounce notifications are enabled and a bounce occurs, a notification email is sent to your Staff account email address.
Resolving bounced email notifications
Postmark, the email software that Checkfront uses to send email notifications, also keeps track of sent and received emails in the background. If a bounce occurs, then Postmark prevents further email notifications from sending out to that recipient until the bounce is resolved and the email address is reactivated (where possible with soft bounces).
Resolving the issue depends on the cause, but may involve having the Customer...
- add your email address to their contacts, so that your email notifications do not get marked as spam.
- clean up their inbox to make space for additional messages, if they have exceeded their plan quota.
- upgrade their email plan, so that they can receive additional messages if they have exceeded their plan quota.
If the bounce reason is resolved, then do the following to reactivate the email address:
- Contact Technical Support and ask to reactivate the bounced email address in Postmark.
- We let you know if the reactivation is successful.
Should email address reactivation not be possible (hard bounce), you need to work further with the recipient to resolve the issue, for example, have them provide you with an alternative email address.
Learn more about these topics here: