We've noticed that between Sunday 22nd February and 5:30pm on Tuesday 24th February, Microsoft (Hotmail/Outlook) had been temporarily rate-limiting emails from Toggle's sending servers. This is part of their spam-prevention system and is not caused by anything you or your customer have done.
Toggle's delivery is operating normally overall with over 98% of emails being successfully delivered in the last 24 hours. It's just with some emails to Microsoft addresses may be delayed. As it stands, we think those delayed emails will eventually bounce (not send).
How to find out if an email's been delayed
GIF (no sound) -
When you search a customer's order (where the email's sent to a Hotmail, Outlook, or Live email address) and click the 'Digital delivery details' button you might find it's been "delayed" like shown in the example below:
The 'delayed' delivery message will look like this:
What we (Toggle) plan to do...
The developers at Toggle are looking to push through the delayed orders on the back-end of the Toggle system later this afternoon on 25th February so those customers get their voucher email. This will save you needing to do anything.
What you can do now...
If a customer reaches out to you directly now or you want to proactively send vouchers to customers from your dashboard, the best thing to do is:
Re-send the email (here's how)
Newly re-sent emails should now be delivered as normal. You can check if re-sent emails get through by checking the 'Digital delivery details' button (more info here).
Download the 'Order Line Items' report
Found on the 'Data' section, if you download this report for for the past few days and open it up on Excel or a spreadsheet, and then:
Add a filter to the headers
Then filter the 'Fulfilment Email' column to show just Hotmail, Outlook, or Live emails
Doing this can help you proactively find orders that might not have received their digital voucher so that you can then search the order under the Purchases section, and re-send it to them before they ask about it.
Manually search the Purchases > Cards section
You could also manually search the Purchases section to find orders where the voucher was sent to a Hotmail, Outlook or Live email address. When one it found you can:
Click the order and then click 'view card details'
Then click 'Digital delivery status' to find out if it's been delayed or delivered
If it's delayed then you can click the 'send digital copy' button to re-send the voucher
We're sorry for the issues caused by this!
Any questions or help needed please let us know and we'll be happy to help out.
Thanks