Qvinci RoyaltyHub - Customers Not Receiving Email

When a customer reports that they are not receiving email from Qvinci RoyaltyHub, the issue is often related to email delivery controls, spam filtering, or a prior spam complaint. Qvinci RoyaltyHub uses SendGrid to send email messages, and SendGrid may stop sending to certain addresses when delivery problems or spam reports are detected.

What “Dropped” Means

If a customer’s email status appears as “Dropped” in Qvinci RoyaltyHub, it means the message was not sent to that recipient. This typically requires a review in SendGrid to determine the reason the email was dropped.

Common Cause: The Customer Marked an Email as Spam

One common reason a customer stops receiving messages is that they previously marked an email from Qvinci RoyaltyHub as spam. Some email providers notify SendGrid when this happens. Once SendGrid receives a spam report, it may suppress that recipient’s email address to protect overall sender reputation.

This suppression helps reduce the risk that future Qvinci RoyaltyHub emails will be automatically routed to spam folders for other recipients. However, it also means the affected customer may no longer receive emails until the issue is reviewed and addressed.

- How to Troubleshoot the Issue -

1. Check whether the customer’s email status shows as “Dropped” in Qvinci RoyaltyHub.
2. Review the email address in SendGrid to identify the specific reason for the drop.
3. Determine whether the customer previously marked a Qvinci RoyaltyHub email as spam.
4. If appropriate, request that SendGrid allow emails to be sent to the customer’s address again.
5. Ask the customer to check their spam or junk folder and mark Qvinci RoyaltyHub emails as safe or not spam.

**Important Note**

Even if SendGrid is updated to allow email delivery to the customer again, future messages may still go directly to the customer’s spam folder if the customer’s email provider continues to treat the messages as unwanted. The customer may need to adjust their email settings or add Qvinci RoyaltyHub to their safe sender list.

Best Practices for Customers

• Check the spam, junk, promotions, or clutter folder for missed messages.
• Mark Qvinci RoyaltyHub emails as safe or not spam.
• Add the sender email address to contacts or the approved sender list.
• Avoid marking legitimate Qvinci RoyaltyHub emails as spam, as this can prevent future messages from being delivered.
• Contact support if important emails continue to be missing.

Summary

If a customer is not receiving emails from Qvinci RoyaltyHub, start by checking whether the email was dropped. A dropped status can often be traced to SendGrid suppression, commonly caused by a prior spam report. Once the cause is confirmed, the email address may be reviewed for reactivation, but the customer should also take steps to ensure future messages are not filtered as spam.