Email Deliverability

If you use Saasu to email your sales, purchases or statements directly to your customers, you might come across instances where the email and attached PDF don’t reach the recipient. There are a numbers of reasons why this could be the case but the main one is that the receiving person’s email server has rejected the email.

Certain email agents validate the email address of the sender (eg against the domain and email address of the sending email agent (Saasu in this case). If they don’t match, the recipient email agent might reject the email (thinking it’s not valid) and may mark it as spam. If this happens, you will find error messages against the automated transactions and may find that invoices seem like they weren’t sent.

All this depends on how the receiving email agent’s policies are set up for receiving emails. Most organisations take steps to tighten the security of their email servers. Their policies can be quite strict on how emails are validated before these are delivered to their recipients’ email accounts.

SPF Records – Authenticating Email

Email authentication is one of the most important things you can do to improve the deliverability of email you send through other systems. It verifies that an email sent from elsewhere is actually from you or your business. Think of it like a digital signature.

To help with the authentication, you can add an SPF record to your DNS entry for the domain name you usually use for email. This has the effect of authorising us to send emails on your behalf. If you already have an SPF record set up for other email service providers, you would need to add Saasu’s SPF record too. This is because adding one SPF record usually requires you to add all 3rd-party services that send email on your behalf. SPF records can only be added to domain names you own and not to free emails (such as Gmail, Hotmail, Yahoo etc) or to email addresses with the domain of you internet provider (eg., etc).

If you are unsure about how to update your domain DNS records then you will need to pass this over to your technical team or speak with your domain name registrar.

SPF Record examples (please check for your specific circumstances):

v=spf1 ~all

Troubleshooting Email Deliverability Issues

We report the error based on the information our mail server receives. Sometimes that information is not very useful. We also don’t attempt to interpret the problem because that can cloud your investigations. If there is a “bounce back” email from the person you are emailing, then that will get sent to the email address in your “from” field.

Recipient’s Email Account is Full Notify the recipient and resend manually from the relevant transaction screen.
Bad Email Address Check that the recipient hasn’t left or changed roles in their organisation.
Typo’s Ensure your email address doesn’t include a typo. You may have misread or mistyped a character in the email (eg the number one is often confused with lower case letter L).
Recipients Server is Declining the Email Ask the recipient to add * to their friends list (also called a whitelist in some systems).
Emails to Hotmail/Yahoo addresses won’t deliver To prevent emails landing in a “Junk Mail box”, your users, customers and employees need to have both and your own organisation’s domains added to their “safe senders list”.