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Proof messages for surveys and mailings are not sent/delivered
Answer ID 5533   |   Last Review Date 06/06/2024

How can I determine if a proof message was sent/delivered for a survey or mailing?

Environment:

Proof, Mailing, Surveys
Outreach and Feedback, Oracle B2C Service

Resolution:

  The first step is to make sure the Survey Proof message type is enabled.

In November 2012 and newer, with Message Templates enabled, the 'Survey Proof' message can be enabled/disabled from the Message Templates configuration area (Configuration > Site Configuration > Message Templates).

In November 2011 through August 2012, submit a service request to Technical Support via the Ask Support form describing the issue. They can confirm at the database level if this message type is enabled or not.

  Next, confirm there is an Outreach Mailbox configured for the interface.

Under Site Configuration > Mailboxes > Outreach Mailboxes, confirm that Outgoing Email And Default checkboxes are selected.

For more information on setting up an Outreach mailbox, refer to Answer ID 331: Setting up mailboxes in Oracle B2C Service.

  It is often the case that the message has been sent but it was blocked or filtered.

Email authentication plays a significant role for email deliverability for both Proof and Mailing/Survey emails.  If the Outreach mailbox setup in the previous step is using Oracle's default domain @rnmk.com (or datacenter-specific domain @mailXX.rnmk.com where XX is the 2-letter datacenter abbreviation) then the email will pass SPF, DKIM and DMARC checks.  If the domain is different, then email authentication checks will depend on the mailbox and domain's settings.
- Mailbox Envelope From / Bounce Address requires SPF records in the domain to allow us, see Answer 2489: SPF and Sender ID considerations with Oracle B2C Service sites
- Mailbox Friendly From / Branded Address should have a DKIM record setup for the domain being used; this is required for strict DMARC policies, see Answer 2701: DKIM email authentication configuration and Answer 11615: DMARC considerations with Oracle B2C Service sites

Make sure to check the junk / spam folders for the proof message. You can test this by trying to send the proof to an alternative email address. If the proof gets delivered then the problem is likely an issue with the Spam filter for your email. Check with your IT administrator to ensure that emails from your site's domain are not being filtered.

  The next step is to verify whether or not the message was handed off correctly at the SMTP level.  

For assistance investigating this, submit a service to Ask Technical Support. Include the email address(es) affected and the date/time the proof(s) were sent.  We would be happy to review the outgoing mail logs to confirm whether the message was delivered to your mail server or if a delivery error occurred.  

If the message was handed off successfully, we can provide you with a unique message ID that you can share with your mail administrator to confirm whether it is being routed correctly.