Subject: CSL update - Emails Bouncing Back
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Robert Cosgrove <[email-masked]>, Sinead Bartley <[email-masked]>, Stephen Blake <[email-masked]>
Date: Thu, 16 Aug 2018 11:03:35 +0000

Hi everyone,

Please take note of this new update.

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We sometimes have issues with customers not receiving our transactional emails. This is mainly caused by an issue with the customer's email address or mailbox, when this happens, we will now show you a new automatic Work Item which will explain:

  *   What the actual issue is
  *   To contact the customer to resolve the issue
  *   To contact a TL once resolved in order to have the email unblocked on our system

The main reasons will be:

  *   The customer's email address is incorrect - they need to update it in their account or give the correct one to you to have it updated
  *   The customer's mailbox is full - They just need to delete some emails from their inbox
  *   The customer has marked us as "spam" - they need to unmark us

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Please let me know if you have any questions.

Thanks,
Brian