Email Delivery Issues

Diagnose and fix email bounces, spam complaints, and delivery failures in PayRequest

Email Delivery Issues

When emails fail to reach your customers, PayRequest’s bounce suppression system kicks in to protect your sender reputation. This guide helps you understand why emails bounce and how to resolve delivery problems.

PayRequest uses Resend for email delivery and automatically tracks bounces, complaints, and failures via webhooks.

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Common Bounce Reasons

Error Message	Meaning	Fix
550 5.1.1 ... does not exist	Email address doesn’t exist	Ask the customer for their correct email and update it
550 5.2.1 ... mailbox full	Recipient’s mailbox is full	Wait and retry later, or contact the customer via other channels
421 ... temporarily unavailable	Server is temporarily down	Usually auto-resolves — the Failed status will clear on next successful delivery
User marked as spam	Customer clicked “Report Spam”	Contact the customer directly to resolve; they may need to whitelist your address

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How to Fix a Bounced Customer

1. Go to the customer profile

   Navigate to Customers and click the affected customer. A red Email Delivery Blocked warning appears at the top.

2. Check the bounce details

   The warning shows the bounce type, date, and SMTP error message. Use this to determine whether the email is permanently invalid or temporarily unreachable.

3. Fix the email address

   If the address is wrong, click Edit Customer and enter the correct email. This automatically clears the suppression and removes any “Invalid Email” tags.

4. Or clear the suppression manually

   If the email address is correct (e.g., a temporary issue was resolved), click Clear Suppression to resume sending.

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Finding Affected Customers

Use the Email Issues filter on the customer list to quickly find all customers with active bounce or complaint issues:

1. Go to the Customers page
2. Open the Status filter dropdown
3. Select Email Issues (only appears when issues exist)
4. Customers with active suppression show a red Bounced badge

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Preventing Bounces

Set up the Email Bounce → Add Invalid Email Tag automation in your automations settings. This automatically tags customers when their email bounces, making them easy to find and fix in bulk.

• Validate emails at entry — Use proper email validation on your shop checkout and customer forms
• Monitor the Email Issues filter regularly to catch and fix bounce issues early
• Keep contact info updated — Ask customers to confirm their email when they log into the portal

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Delivery Confirmation

PayRequest tracks when Resend confirms delivery of invoice reminders. Look for the green Email Delivered event in the invoice timeline to verify a reminder reached the customer.

If a reminder shows as sent but never shows a delivery confirmation, the email may have been silently dropped by the recipient’s mail server (e.g., caught by a spam filter without generating a bounce).

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Next Steps

Email Health & Suppression

Full guide to the bounce suppression system

Payment Reminders

Configure automatic reminder schedules