You can find out the delivery status of a digital gift voucher (email) or SMS on your Toggle dashboard. This is perfect for:
Dealing with customer queries about email or SMS delivery, and
Give confidence in the deliverability of digital vouchers
Note: the digital delivery status feature here does not apply for postal orders.
Note: any digital orders placed before November 18th 2025 will not have delivery status available.
How to find the delivery status of a voucher (general search)
Go to Purchases > Orders and select an order that has been made (if it was placed on 18/11/2025 or after).
For example, find an order that has a fulfilment type of 'Email' or 'SMS', like in the example picture below:
When you have clicked onto an order fulfilled by email or SMS you will see the button called "Digital delivery details".
When you click that button a modal will pop up on your screen showing you the delivery details of that order, such as sent date and time, delivered date and time, or other information about that delivery.
Scroll down further to see the table for more information about what each type of delivery message means.
Once the gift voucher or SMS has been opened on the customer's email inbox or phone, you will see that update appear on that same modal, if you check it again later on.
For example, on the picture below we can see that the digital voucher has now been opened and clicked, including the date and time that happened.
(The 'open' is when the customer clicked on the voucher email that landed in their inbox and the 'clicked' is when they also clicked one of the links within that voucher email).
How to find the delivery status of a specific voucher
If a customer asks about their digital voucher, you might need to search for it using the filters available on the Purchases section.
Use the guide below for more help:
What if the email has not been delivered?
If a customer says they haven't received their digital voucher, you'll need to search for their order on Toggle and find out its delivery status.
If the order's bounced or not been opened (e.g. it might have landed in their spam folder), you can simply use the "send digital copy" button to re-send the voucher to the correct email or so it hopefully lands in their inbox this time around.
Use the guide below for more help:
Here's a short GIF showing an email that bounced -
In this example the issue is identified as being a typo'd email address. So the solution here is to click on 'View card details' and then 'Send digital copy' and re-send the same voucher to the correct email address.
After a re-send is done, you can go back to the Order details for that customer and click on the 'Digital delivery status' button and you will see the details for the original send (that bounced) and the re-send status (now delivered) including:
The user on your Toggle account that re-sent the gift voucher, and
To what email address they sent the voucher to
Event Types
We collect data on a number of different email events. Below are the events you can expect to see:
Event Type | Reason |
Pending | The email is being processed, and we has not been sent to the customer's email or SMS inbox. |
Sent | The email is reported as successfully sent. |
Delivered | The email or SMS has been delivered to the recipient's inbox. |
Opened | The recipient has opened the email. |
Clicked | The recipient has clicked a tracked link in the email (such as a Call To Action button) |
Marked Spam | The recipient has marked the email as spam or reported the email to their service provider. |
Delayed | The email provider used by the customer has marked the digital voucher as delayed as they failed to deliver it to the recipient. The email provider will attempt to deliver the email again later on. |
Bounced | The email provider used by the customer has rejected the email and provided a reason (you will see this reason stated on the order page). The reasons are often because of an email being blacklisted or inbox being full. |
Failed | The email failed to be delivered to the recipient. This can happen for a number of reasons:
|
FAQs
Can I get notified if a digital voucher bounced or fails to send?
No - we don't have any functionality within Toggle to notify you of this.
Do any of the reports show the delivery status of a digital voucher?
No.
Just note on the Order Line Items report you can see all the order statuses of postal and digital orders. They are defined at:
pending (if it's a postal order awaiting despatch at the time of your download)
completed (if it's digital or postal and it's been, as far as the Toggle system's concerned, sent out)
cancelled (if the order has been cancelled on your Toggle dashboard)
Just note that none of these statuses specifically on the Order Line Items report are related to the more specific and detailed delivery statuses found within each individual digital order detailed on this support guide.
Other notes
We only display delivery events we believe to be caused by the recipient's email provider.
Not all email providers are the same. For example, Gmail reports when an email was opened, but Apple Mail does not. If the recipient is using a more privacy focussed mail provider, then we will have less data to report on the front-end.
We are not backdating any email events, only digital orders placed on and after 18/11/2025 will have delivery info.
In the future, we will be implementing a data retention policy of 6 months for email events. Any events older than 6 months will not display on the dashboard.
If an order if fulfilled by post first, then a digital copy for that gift voucher is sent afterwards we will display the events associated with the digital send.