Why send marketing email from 'Customer Journey' doesn't work? only for some particular domain

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Posted on by Audrey Amelia

Hi D365 Expert,

I'm facing an issue with customer journey's mail. It's little bit weird but I need help to fix this issue or get some clue for fix this.
I created a customer journey which use to send marketing email to contacts. There was some recipients received the email successfully, but some of them didn't receive the email at all. The DKIM and authentication owner key also has been confirmed for domain bbb.co.id.
I've sent marketing email to 5 different domains using customer journey. 2 domains are @gmail.com and xxx.co.id and 3 other domains are aaa.com, bbb.co.id, ccc.com.
Users from those 2 domains received the email and opened it (noted by marketing insight), but users from those 3 domains didn't receive any emails.
When I tried to send email to domain bbb.co.id using 'Test Send' feature in marketing email which the sender also from the bbb.co.id (sender and recipient have same domain), the email has sent successfully and the recipient had received the email. Then I created a journey only for send marketing email to that user (domain bbb.co.id), but user didn't receive the email, and marketing insight reported that email has been delivered to that user.

So, why customer journey's mail doesn't work like 'Test Send'? and what is the difference between 'Test Send' engine and Send Marketing Email by Customer Journey?
There is no error occurs in this issue. Only the result didn't work like expected.

Thank you for the advice.

Regards,

Audrey

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Audrey Amelia 65 on at

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RE: Why send marketing email from 'Customer Journey' doesn't work? only for some particular domain

Yes, the users already checked Junk and Spam folder, and they didn't any emails from customer journey. Only email from 'Test Send' button that they received.

Audrey
d_radulova 2 User Group Leader on at

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RE: Why send marketing email from 'Customer Journey' doesn't work? only for some particular domain

I know it sounds a bit obvious but did you get them to check their Junk / Spam folder?

Thanks,

-DD
Audrey Amelia 65 on at

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RE: Why send marketing email from 'Customer Journey' doesn't work? only for some particular domain

Hi Dilyana,

Thank you for your response.

I have checked all in Insight tab. The report is like below:

Marketing Insight reported that all emails are delivered and only 1 recipient had hard bounce.
But actually all users with domain tritionals.com, slb.com and store.com didn't receive any email.

All Bulk Email Contact = yes
Consent given = (1) Consent

Regards,

Audrey
d_radulova 2 User Group Leader on at

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RE: Why send marketing email from 'Customer Journey' doesn't work? only for some particular domain

Hi @Audrey,

The best place to get info on what has happened is the Insights tab for the specific email.

Has the email being blocked? A few other things to consider:

- donotbulkemail flag on the contact

- config on the customer journey. Have you specified minimum consent level required? Are your troublesome contacts not given that level or consent?

Thanks,

-DD