When the send status icon on an order, invoice, credit note or production order turns red, the email wasn't sent. Hover over the icon to see why. If the reason says the address is blocked, sending again won't work until you use a different address or fix the reason it was blocked.
Our email provider blocks some addresses to protect our sender reputation and keep TRAEDE emails out of spam folders. This article explains the four reasons an address can be blocked and what to do about each one.
Where you see it
There is no pop-up or email notification. The only sign is the red send status icon in the lists below.
| List | Where to look | Tooltip starts with |
|---|---|---|
| Orders | The Status indicators column, next to the order number | Order confirmation: Confirmation failed: |
| Invoices (including credit notes) | The Send status column | Invoice: Send failed: or Credit note: Send failed: |
| Consolidated invoices | The send status icon | Consolidated invoice: Send failed |
| Production orders | The Sent to supplier column | Supplier confirmation: Send failed |
Tip: To find every failed send at once, filter the list by send status error. The filter shows all failed sends together, so hover over each icon to see the reason.
Reasons and what to do
The tooltip shows the blocked address and one of these four reasons.
| Reason | What it means | What to do |
|---|---|---|
| Bounced | An earlier email to this address couldn't be delivered. Usually the address has a typo or no longer exists. | Correct the email address on the customer or supplier, then send again. |
| Marked as spam | The recipient reported an earlier email from TRAEDE as spam. | Use a different email address, or contact the recipient directly. This block can't be removed. |
| Unsubscribed | The recipient unsubscribed from TRAEDE emails. | Use a different email address, or contact the recipient directly. This block can't be removed. |
| Blocked by email provider | The address was blocked manually or for another reason. | Correct the email address. If the address is correct, contact TRAEDE support. |
Unblocking an address
You can't unblock an address in TRAEDE, and blocked addresses are not retried automatically.
- Bounced: If the recipient confirms the address now works, contact TRAEDE support and we can reactivate it.
- Marked as spam or Unsubscribed: These can't be reactivated. Use a different address.
Temporary problems, such as a full mailbox, don't block the address. TRAEDE retries these automatically, and the icon doesn't turn red.
Which emails show a red icon
The red icon only appears when an email to the main customer or supplier contact fails on one of these documents:
- Order confirmations
- Invoices
- Credit notes
- Consolidated invoices
- Production orders sent to a supplier
Important: Other emails can also be blocked, but nothing is shown in TRAEDE when that happens. This includes shipping notices, invoice reminders, cancellations, prepayment emails, invitations and returns. It also includes copies sent to brand admins, agents and the responsible person. If a customer says they didn't receive one of these, check whether their order confirmation or invoice shows a red icon. A blocked address affects all emails to that address.
Related articles
- Order list status indicators — what each icon in the Status indicators column means
- Sending production orders to suppliers — how to resend to a supplier