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Email is showing up as received but not showing up in inbox

  • 8 February 2023
  • 3 replies
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I sent out a campaing on behalf of a client and it shows that there are almost 800 successful deliveries. Klaviyo is also showing that all of these contacts have received the email but my client says it never landed in their inbox.

 

Why does this happen and is there something in how the email campaign is built that can be the cause of this? Clicks seem to be very low despite the successful deliveries so I’m guessing something’s actually off.

 

Thanks!

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Best answer by Bobi N. 9 February 2023, 07:43

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Userlevel 4
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Hi @Satu_J 

 

there could be many reasons for this eg could be in spam. Could it be that your client was sent an email less than 24 hours ago and that smart sending is on ( preventing that same profile receiving another email within 24 hours)

 

I would recommend that you take a look at this course on Deliverability 

https://academy.klaviyo.com/path/deliverability-certificate?utm_source=community&utm_medium=cross_promo&utm_campaign=deliv_cert_launch

Userlevel 7
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@Satu_J

There is chance that the email landed either in Promotions or even worse in Spam folder. This usually happens if the account has bad health (meaning if it has really bad open rate on the previous campaigns (under 10%) or even bad click rate or bounce rate, unsubscribe and so on.

The deliverability course suggested in the previous course is great resource if you have time to watch. If not I would suggest at least looking into this article which may help clear some things up: https://help.klaviyo.com/hc/en-us/articles/115000201131-Understanding-and-monitoring-email-deliverability-performance

Badge +1

@Satu_J

There is chance that the email landed either in Promotions or even worse in Spam folder. This usually happens if the account has bad health (meaning if it has really bad open rate on the previous campaigns (under 10%) or even bad click rate or bounce rate, unsubscribe and so on.

The deliverability course suggested in the previous course is great resource if you have time to watch. If not I would suggest at least looking into this article which may help clear some things up: https://help.klaviyo.com/hc/en-us/articles/115000201131-Understanding-and-monitoring-email-deliverability-performance

Hi @Satu_J 

 

there could be many reasons for this eg could be in spam. Could it be that your client was sent an email less than 24 hours ago and that smart sending is on ( preventing that same profile receiving another email within 24 hours)

 

I would recommend that you take a look at this course on Deliverability 

https://academy.klaviyo.com/path/deliverability-certificate?utm_source=community&utm_medium=cross_promo&utm_campaign=deliv_cert_launch

 

Thank you for the responses, I appreciate the help! The client said that they or their family members who are subscribed did not see the email in spam, or any other folders either. This was the first email that was sent from this Klaviyo account so there’s not much history to compare this to...

 

I’ll make sure to check out the training resources!

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