SMS or Emails not being sent/received

Problem / Symptoms

• Customers report that tracking SMSs or Emails are not being received

• Internal tests confirm that SMSs or Emails are not being sent or received

Checklist for troubleshooting / escalating Customer Notification issues

Confirming if Notifications are Failing to be Sent or Received

You should absolutely start with these steps first…

1. Find a problematic order in the History tab in the Bringg Dashboard

2. Click on Activity Log

3. Filter by “Sharelocation” or “Customer Notification”

4. Review the lines displayed. These should be the SMSs/Email Notifications sent to the customer.

   • If no details appear here, the issue is most likely with triggering or sending.

   • If details appear here correctly, the issue is most likely with the transmission and receiving of the notifications.

5. Please take a screenshot - including a timestamp - to include for possible escalation purposes.

Confirming the Triggering Event(s)

1. Identify a problematic Order

2. Visit the Order page

   1. Confirm the Order was completed successfully

   2. Make a note of any Tags assigned to this Order

   3. Make a note of any Tracking Links and their time/date

3. In the Bringg Dispatch Web App > Click on the profile icon > Click Settings

4. Open the Customer Notifications Settings Page

   1. Review the list of events and confirm that the appropriate notifications are enabled and populated as required

   2. Confirm if any recent changes were made to these settings

5. Once confirmed, open the Tags Settings Page

   1. Select the Customer Configuration settings for the Tags associated with the problematic Order.

      • If no Customer Configuration settings are present, confirm if these were deleted or any other recent changes were made to these settings

   2. Review the list of events and confirm that the appropriate notifications are enabled and populated as required

   3. Confirm if any recent changes were made to these settings

   4. Confirm if any Tag-level notification settings conflict or contradict the Merchant-level settings you saw on the Customer Notifications Settings Page

Confirming the Sending Mechanism

1. Please confirm with your Bringg Team how your SMS/Email notifications are configured to be sent. The options are generally:

   • Notifications are sent by Bringg - This is the standard/default method. We don’t actually send the SMSs or Emails ourselves but we send them via one of our preferred providers e.g. Twilio, MailChimp

   • Notifications are sent by Bringg via a custom provider - This is a custom setup where notifications are sent to an integrated SMS or Email provider of your choice. These providers are usually integrated on your request and are usually local to your customers.

   • Notifications are sent via webhooks - Bringg is configured to send notifications via “webhooks only”. On your side, you will have needed to build and maintain your own mechanism to receive these webhooks, and then to send the relevant information and tracking links to your customers/recipients via your own SMS/Email provider.

2. In the Bringg Dispatch Web App > Click on the profile icon > Click Settings

3. Open the Customer Notifications Settings Page

   1. Confirm the “Sharing With Customer” setting is configured appropriately based on your chosen Sending Mechanism.

   2. Confirm if any recent changes were made to these settings

4. Once confirmed, open the Tags Settings Page

   1. Select the Customer Configuration settings for the Tags associated with the problematic Order.

      • If no Customer Configuration settings are present, confirm if these were deleted or any other recent changes were made to these settings

   2. Confirm the “Sharing With Customer” setting is configured appropriately based on your chosen Sending Mechanism and does not conflict or contradict the Merchant-level settings you saw on the Customer Notifications Settings Page