There are 3 different places bounced emails can be found when it comes to your Novi website, depending on what type of email it is.

Select the type of email to learn how to find more information on bounced or undelivered emails in a certain category:

When sending invoices and sales receipts via email from Novi - either from the Transactions tab on a member's record or from the Accounting > Transactions section - the email is actually sent in the background by QuickBooks Online.

To find a list of transaction emails with errors, you'll want to refer to your QuickBooks Online account. Check out these QuickBooks help articles for more information:

For additional questions on these types of emails, we recommend reaching out to the QuickBooks Online support team. They can provide insight of what exactly a bounced email means in their context, how to re-send once it has bounced, etc.

Emails sent through Mailchimp or Constant Contact are logged through those platforms.

Learn more about how Mailchimp handles bounced (a.k.a "cleaned") emails and what you can do to manage these contacts:

Learn more about how Constant Contact handles bounced emails and what you can do to manage these contacts:

Transactional emails that are sent from Novi on behalf of the association include:

These emails use the "From" email address - meaning they come from an email at your domain, not a Novi-branded email address.

Be sure to review transactional email statuses using the Transactional Email Log. This log shares information about if an email was successfully delivered or not, potentially shares a specific reason why the email was undeliverable (bounded/failed), and provides insight to see if emails are being opened/clicked. This log also helps the admin resolve errors by offering a resolution center for emails have been undeliverable.

If the majority of transactional emails are being delivered and only a few users aren't receiving emails, the issue is most likely on the recipient side, not the sender side.

Likewise, if you have recipients who aren't receiving emails and they belong to the same or related companies (i.e. everyone's email address is @abcinc.com) - this almost certainly means their email server is blocking or holding the transactional emails that are coming from your site. They should contact their IT department to whitelist your domain or use personal email addresses.

To learn more about the reasons a member may not be receiving emails from your Novi website and how you can troubleshoot, review this article: A member says they aren't receiving Novi emails from my site. What should I do?

If they have an IT department that has strict rules regarding approved IP addresses or domains that need approval you can pass along the following IP addresses and Domains. Their IT department can "Whitelist" these to help mitigate deliverability issues.