Understanding Mail statuses

Modified on Fri, 24 Jul at 5:49 PM

Every Mail item has a status that shows where it sits in the delivery process, and whether any action is needed. Here's what each status means.

Status	What it means	Action needed?
Sent	The document was successfully delivered.	No.
Pending Subscription	The customer hasn't completed their Subscription yet, so the document is held.	Sometimes, prompt the customer or check the details.
Awaiting Review	The document needs your approval before it's sent (if this step is enabled).	Yes, approve or reject it.
Undeliverable	The document couldn't be delivered on at least one channel.	Yes, review and action it.
Undeliverable Actioned	An undeliverable item has been reviewed and handled externally.	No.
Archived	The document was sent when there was no active Subscription, and is stored for later.	No.

Sent

The item was successfully processed and delivered to the registered customer. Open a Sent item to see when it was sent, which channels were used, and whether the customer has viewed it. If a document went to multiple subscriptions and one failed, that shows in the detail view under No. Failed Payers. When that count is zero, the document was delivered through every active Subscription. No action is needed.

Pending Subscription

The document is ready to send, but the customer's Subscription hasn't been confirmed or activated yet. This can happen when the customer began registering but hasn't verified their details, or when their details didn't match exactly. The document is held until the Subscription completes or times out. You may need to prompt the customer to finish registering, or investigate the mismatch.

Awaiting Review

If the Review Mail Before Sending Mailer Option is enabled, newly uploaded Mail appears as Awaiting Review so you can spot-check documents before they go out. Select Approve to send an item, or Reject to stop it. This is useful when you want an extra quality check on Mail before delivery.

Awaiting Review approve and reject controls

Undeliverable

A delivery or notification issue occurred on at least one of the recipient's channels, for example a bounced email, a deregistration, or a Return to Sender. Because a single channel issue is enough to flag an item Undeliverable, it may still have been delivered another way, and in some cases (such as a bounced BPAY View or Mailbox notification email) the document was delivered and only a notification failed. Always check the reason before acting. See Handling Undeliverable Mail.

Undeliverable Actioned

An undeliverable item has been reviewed and handled externally, for example printed and posted by you or your mailhouse, with an External Action recorded against it. No further action is needed. This keeps an audit trail of non-digital delivery. If your organisation has a bounce-to-print process with your mailhouse, they may manage this step for you.

Archived

Mail is archived when it's sent but there's no active Subscription at the time of sending. Archived Mail isn't lost: it's stored, and if the customer later registers, it appears in their Payreq Mailbox and the status updates to Sent (via archive). No action is needed unless you want to let a customer know that historical Mail is available once they've registered. See Understanding the Mail archive.