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Emails

Check how your store's emails are sent, find out what happened to a message, resend it, and manage how long emails are kept.

Where
  1. Settings
  2. Emails
On this page

The Emails page shows how your store's email is sent and what became of every message. Use it to answer "did the customer get it?", to resend an email, to see why an address gets no email, and to handle retention and data erasure requests.

The page does not edit what your emails say. Templates, wording and design are edited in the Customizer.

Before you start

What you can do depends on your role:

  • Read-only members see the settings and the list of sent emails, without their content.
  • Store managers and Support members can also open an email's content, download attachments and resend.
  • Owners and Administrators can also extend retention and erase a recipient. These two actions need a sign-in with a passkey or an authenticator app. See Your profile.
  • Catalog editor and Finance roles do not see Emails in Settings.

What the page shows

  • Sending domains: the domains your emails are sent from, each with its kind and status (Sending, Waiting for DNS records, Verifying, Records failing or Suspended). For a domain of your own, the page lists the DNS records it waits for and whether each was found. The section is read-only.
  • Sending health: how Order and account emails and Marketing emails went over the last 30 days: sent, delivered, bounced and spam reports, plus the daily limit when your store has one.
  • Blocked addresses: addresses that bounced, reported spam or unsubscribed are not emailed again. Type one exact address and click Look up to see whether and why it is blocked.
  • Retention: how long sent emails are kept.
  • Access log: who opened, downloaded or changed the store's emails, Poltura support included. Poltura support only narrows the log to support's access.
  • Erase a recipient: for data erasure requests.

Check sent emails

  1. Open Settings, choose Emails and click View sent emails.

  2. Type the customer's full email address or an order number in the search box. Only an exact address matches. A name or part of an address finds nothing.

  3. Narrow the list with the Status, Type and Sent filters if you need to.

  4. Click a row to open the email. The header shows its status and one sentence that explains it.

Statuses are Sending, Sent, Delivered, Delayed, Not delivered and Not sent, with Marked as spam added when the recipient reported it.

On an email's page:

  • Details shows the recipient, sender, time, type and links to the order and customer.
  • Preview shows the email as it was sent. Images from the web are blocked until you click Load images. Loading them lets the servers that host them see that the email was opened.
  • Attachments lists the files sent with it, each with a download button.
  • What happened lists the delivery events in order, for example Sent, Delivered or Bounced with the reason.

Resend an email

  1. Open the email and click Resend email. The button is shown only for emails that can be sent again.

  2. Check the address in Send this email again to:. It is prefilled with the original recipient. Change it if the customer mistyped their address.

  3. Click Resend. A message confirms it with a link to the new email, which appears in the list as its own row.

A resent email goes through the same checks as any other. It can still end as Not sent, for example when the address is blocked.

Keep emails longer

Emails are kept for 36 months (transactional) and 12 months (marketing) unless you extend it. After that the month's emails are deleted for good.

  1. In the Retention section click Keep emails longer.

  2. Choose longer periods for Transactional emails and Marketing emails. Periods can only be extended here.

  3. Type a reason of at least 10 characters, for example that your accountant asks you to keep invoices for longer.

  4. Click Save retention.

Erase a recipient

  1. In the Erase a recipient section click Erase recipient….

  2. Enter the Recipient address and a Reason of at least 10 characters.

  3. Submit, then type the address again in the question that opens and click Erase for good.

  4. A message says how many emails can no longer be read, and the erasure is listed in the section.

The fact that emails were sent, their type, times and delivery events stay, and so does the address's place on the block list, so it is not emailed against its wishes.

Good to know

  • A domain of your own for sending cannot be added from this page yet. Emails go out from a Poltura address until one is set up for your store.
  • Sender name, reply-to address and email templates are not settings of this page.
  • Opening an email is recorded in the access log, once per person every 30 minutes. Every attachment download, retention change and erasure is recorded.
  • An address cannot be unblocked or blocked by hand from the admin.
  • Marketing emails also need your business details. See Store details.

If something goes wrong

  • "No order with this number". The search text was read as an order number. Type the customer's full email address instead.
  • Status "Not sent": "The store's sending domain is not verified yet." The DNS records of the sending domain are not in place. Check them under Sending domains.
  • Status "Not sent": "The store reached its daily sending limit." The email goes out when the limit resets.
  • Extending retention or erasing asks you to sign in more securely. Sign in with a passkey or an authenticator app and try again.
  • The preview is empty or a download fails. Your session may have ended. Reload the page and sign in again.