Bounced Emails and Undelivered Email Notifications

What is a bounced email?

A bounced email is an email that could not be delivered to the recipient.

This may happen because:

1. The email address is incorrect or no longer active.

2. The recipient's mailbox is full.

3. The recipient's email provider has rejected the message.

4. There is a temporary problem with the recipient's email service.

Automated notifications

When an email sent through the system is returned as undeliverable, an automated notification is sent to the appropriate users so that they can review the email address and take any necessary action.

Clinic accounts

For clinic accounts, the notification is sent to:

1. All active clinic managers.

2. The user who triggered the original email.

Solo doctor accounts

For solo doctor accounts, the notification is sent to:

1. The solo doctor account owner.

2. Any other user who triggered the original email, such as a PA.

Duplicate notifications

Notifications are grouped according to the recipient email address that bounced.

A user will not receive another notification for the same bounced email address within 24 hours. This prevents repeated notifications when several emails are sent to the same invalid or unavailable address.

What should I do?

Check that the patient's email address is correct in their patient record.

Where appropriate, confirm the correct email address with the patient before attempting to send the email again.