When a customer says they didn't receive an order confirmation, or your team wants to know if they received a new form notification, check the "Records" page. This page lists every notification, including those sent, scheduled, and unsent, with reasons provided for any that failed to send.
You can find "Records" in your dashboard under Customers → Records. This feature is available on all plans.
Platform notifications sent to you personally, such as billing or domain alerts, are not listed here. Please see Notifications and Inbox for those.
If the customer's email address is incorrect, please contact them via phone or another method to provide their order information.
There are four filters at the top of the page:
Filters are kept in the URL, so you will see the same results if you refresh or share the link with your team.
| Status | Meaning |
|---|---|
| Scheduled | Not yet sent, e.g., a payment reminder set for 24 hours before the deadline |
| Sending | Being handed over to the delivery service; usually changes to "Sent" within seconds |
| Sent | The delivery service has accepted the email |
| Delivered | The recipient's inbox has received it |
| Bounced | The email address does not exist or rejected the email |
| Marked as spam | The recipient marked the email as spam |
| Failed | An error occurred during delivery |
| Unsent | Not sent this time; click to see the reason |
| Cancelled | The situation changed after scheduling, so it's no longer needed, e.g., the buyer already paid |
Click on an "Unsent," "Failed," or "Cancelled" record to see a plain-language explanation. Common reasons and solutions:
| Reason | Solution |
|---|---|
| Sending domain not verified | Form confirmations and campaigns must be sent from your own domain. Once verified, new emails will be sent. See Sending Domains, Email Appearance, and Sending Limits |
| Sending limit reached | Add more quota or wait for the next cycle |
| Plan does not support this type of email | Form confirmations and campaigns require the Pro plan or higher |
| Recipient not subscribed to campaigns | Campaigns are only sent to subscribers. See Contacts and Subscriptions |
| Recipient already received a campaign email within 24 hours | To avoid spamming, it was not sent |
| Same email received 3 confirmation emails within 24 hours | To prevent abuse, e.g., someone filling out forms repeatedly |
| Email address previously bounced or marked as spam | To protect your sending reputation, we stop sending to this address. If the email is active again, you can "Unblock" it in the contact profile |
| Invalid email address format | There is a typo; please confirm with the recipient |
| Payment or logistics provider notifies the buyer | e.g., payment gateways send payment info; Kanorio does not duplicate it |
| Situation changed before scheduled time | e.g., the buyer already paid, so the payment reminder is no longer needed |
| Notification no longer applicable at scheduled time | e.g., notification disabled or conditions changed |
| High bounce or spam rate; campaigns paused | Kanorio will contact you to help; automated notifications like order confirmations are unaffected |
| Scheduled delivery failed | Could not be sent at the scheduled time; Kanorio has logged this issue |
| Delivery service temporarily unavailable or reported error | Usually a temporary issue; if it persists, please Contact Us |
| Campaign cancelled before sending | You stopped this campaign |
| Team member disabled this type of email or lacks permission | Depends on the member's notification settings. See Notifications and Inbox |
Click a row (or tap a card on mobile) to open "Record Details":
When opening a contact, the "Activity" tab also lists emails sent to them, with the same status and reason as shown here.
If the situation changes before a scheduled notification (like a payment reminder) is due—for example, if the buyer has already paid—Kanorio will cancel it to avoid sending unnecessary reminders.
Each search can cover a maximum range of 90 days.
Opens and clicks are only counted when reported by the recipient's email provider. Some providers block these reports, so the actual numbers are usually higher.
Emails marked as "Counts toward monthly limit" in the details count toward your quota. For a full explanation, see Sending Domains, Email Appearance, and Sending Limits.
