If you encounter issues where replies or outbound emails from Outlook are not delivered back to GivingData through the GivingData Add-In for Microsoft Outlook, it is recommended to start with the troubleshooting steps below before submitting a GivingData Support ticket.
To begin, check the following items:
Verify email sent status in Outlook - Ensure that the email is in the Sent Items folder in Outlook. If it is in Drafts or Outbox, it has not been sent.
Confirm email address accuracy - Double check the email address used for the reply. Errors in the unique email addresses generated by GivingData can prevent successful delivery.
Check spam or junk folders - Look in your Spam or Junk folders in both Outlook and GivingData. Sometimes legitimate emails are mistakenly marked as spam.
It can also be helpful to loop in an IT or technical resource to help verify that there are no technical or configuration issues preventing the delivery. It is recommended that IT staff check the following items:
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Message Trace in Exchange Admin Center (EAC) - Use the EAC for a detailed message trace. This can reveal whether the email was successfully sent from Outlook and highlight any delivery issues.
- To do this, navigate to the EAC, locate the Mail flow section, and start a trace for the specific email in question. Focus on the sent time frame, sender, and recipient details.
- Look for Non-Delivery Reports (NDRs) - In the Outlook inbox, check for any NDRs or bounce-back messages. These can offer insights into delivery issues.
- Ensure Outlook Server Connectivity - Confirm that Outlook is correctly connected to the email server, as connectivity issues can disrupt email sending.
If these steps do not resolve the issues, please submit a GivingData Support ticket.