Manage failed communications

Email messages sent to your investors via the Registry Direct Platform may occasionally fail to reach their intended recipients due to the email "bouncing". An email message may bounce for one of a number of reasons:

• Soft bounces (temporary situations):
  • The inbox for the email account is full;
  • There is a temporary technical problem with the receiving email server; or
  • The message was too large for the recipient's inbox.

• Hard bounces (permanent situations):
  • The email address is incorrect and therefore does not exist; or
  • The email account associated with the address has been deleted or suspended.

When an email message bounces, the Registry Direct Platform receives a notification message containing information about when and why the email message bounced.

To view bounced email messages:

1. From the menu, go to Communications and click Messages.
2. Click on the Bounced tab to see all emails which have bounced. Note that you will only see the Bounced tab if you actually have email messages which have bounced.
3. Alternatively to view just the bounced emails for a specific communication:
1. Click on the Outbox Grouped tab.
2. Click on the message you are interested in to go to the Message details page for that message.
3. Click on the Bounced tab on the Message details page to see only the emails which have bounced for that specific communication.

To resend a bounced email message to a different email address:

1. Locate the email in the Bounced list.
2. View the bounce report by clicking on the View bounce report link. If it looks like a "hard bounce" situation, then obtain a new, valid email address for the investor and add the new email address to the holding. Once you have done this when you return to the Bounced tab you will see that the Current email address is now different from the Failed email address.
3. Click Resend email in the message row to resend the email message to the new email address.
4. The message is removed from the Bounced tab and can now be found in the Message details or Outbox Ungrouped lists.

To resend a bounced email message to the same email address:

1. Locate the email in the Bounced list.
2. View the bounce report by clicking on the View bounce report link. If it looks like a "soft bounce" situation then resending the message to the same email address is a reasonable thing to try. In this case the Current email address will be the same as the Failed email address. 
3. Click Resend email in the message row to resend the email message to the same email address again.
4. The message is removed from the Bounced tab and can now be found in the Message details or Outbox Ungrouped lists.

To convert a bounced email message to a postal communication:

1. Locate the email in the Bounced list.
2. Click the PDF icon to download the PDF version of the bounced email message. Print and post it to the investor.
3. Select the bounced email message by ticking the checkbox for that message.
4. From the Message actions dropdown at the top of the Bounced tab, choose Mark as posted to convert the message's Deliver via type to Post.
5. The message is removed from the Bounced tab and can now be found in the Message details or Outbox Ungrouped lists.

To mark a bounced email message as Abandoned:

1. Locate the email in the Bounced list.
2. Select the bounced email message you wish to resend by ticking the checkbox for that message.
3. From the Message actions dropdown at the top of the Bounced tab, choose Mark as abandoned to convert the message Deliver via to Don't send and it's status to Abandoned.
4. The message is removed from the Bounced tab and can now be found in the Message details or Outbox Ungrouped lists.