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Documentation Index

Fetch the complete documentation index at: https://docs.scalev.com/llms.txt

Use this file to discover all available pages before exploring further.

Five common reasons a customer claims they didn’t receive an email from Scalev:
  1. The email has a typo (how would it reach the inbox?).
  2. The email went to spam (many factors contribute to this).
  3. The customer’s inbox is full (please clean it up).
  4. The third-party email sender did send it, but Scalev itself had an error (this one is Scalev’s fault).
  5. Scalev is fine, but the email just didn’t get delivered (in this case, it’s the fault of the third-party provider Scalev uses to send emails — Sendgrid).
. Because cases 1–3 keep happening:
  1. The customer gets angry or feels scammed by the Scalev user’s store,
  2. Then the Scalev user redirects that frustration to Scalev…
  3. When the majority of what actually happens is cases 1–3 (4 & 5 are rare)…
Scalev is trying to find a middle ground. ⇣ A middle ground that will be a fair referee for everyone.
  • For customers of Scalev users.
  • For Scalev users.
  • For Scalev itself.
⇣ That middle ground is email tracking. Tracking emails. The tracking signal comes from the third-party provider that has been sending Scalev’s emails all along (Sendgrid). So it’s fair. Not biased toward users. Not biased toward Scalev. ⇣

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Tutorial

  1. Go to your store.
  2. Go to the “Email Notification” section.
  3. “Active”
  4. “Yes, send for new orders”
  5. Check all 4 of them.
Tracking Email 1 Min ⇣ Tracking Email 2 Min ⇣ After setting things up as shown above, For new orders… In each order’s details, there’s a sub-tab called “Email History”… There you’ll clearly see the email delivery for each status change:
  • Order status: Pending
  • Order status: Confirmed
  • Order status: Shipped
  • Order status: Completed
. Example: Tracking Email 3 Min ===

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So…

If a customer complains on WhatsApp saying they never received any email… Try checking.
  1. If it turns out they had a typo, you can push back on them!
  2. If it shows “Delivered”, tell them to check their spam folder.
  3. If it shows “Delivered” but it’s not in spam either — try asking them to delete some emails, their inbox might be full. And for digital product access emails, you can resend.
  4. None of 1–3, but still not receiving: contact Scalev. It may actually be a Scalev error.
  5. None of 1–4, but still not receiving: Scalev will try to sort it out directly with Sendgrid.
With this, hopefully the drama around emails being sent or not can disappear. Between you and your customers.