Sending records
About 6 minBeginner
Sending credits are billed monthly, and you have the right to know who received every email that counts toward your quota. "Website settings › Email › Sending records" provides this detailed breakdown and is where you can view and purchase additional credits: select a billing period to see how many credits were used, your total quota, and a breakdown by usage type. You can verify individual records below and export them to CSV if needed. This is available on all plans; accessing this page requires the "Manage email settings" permission. Users with only "Manage subscription plan" permission can view credit usage and purchase additional credits, but cannot see individual records.
What you can see on the Sending records page
- Billing period: Aligned with your subscription renewal date. Use the dropdown in the top right to switch periods; you can view up to 12 past periods.
- Progress per channel: Currently Email only; SMS will appear automatically once enabled. The progress bar shows the number of credits used versus your total quota for the period, categorized by usage: Campaigns, Form confirmations, Team notifications, and Others. Below, you'll see the remaining count for the period, the reset date, and monthly add-ons, along with non-billable but sent items (e.g., order confirmations) and unsent items. These figures match the sending credits in "Website settings › Usage"; clicking "View sending records" there will also lead to this page.
- Manage add-ons: Click "Manage add-ons" in the top right to open the window where you can adjust your monthly add-on quantity and "Auto-purchase when credits run out." See Usage billing and credit add-ons for rules; requires "Manage subscription plan" permission.
- Individual records: By default, only "Billable" records are shown. Switch to "All records" to see blocked, skipped, canceled, or non-billable items. You can filter by recipient (customer, team member), channel, and status.
- Export CSV: Export current filtered records (up to 10,000 items at a time; you will be prompted to narrow your search if you exceed this). Exports include recipient emails and require the "Export contacts" permission and identity verification.
Members without "Customer" viewing permissions can see records and numbers, but customer emails will be masked (e.g., w***@example.com).
How billable credits are determined
- Only metered emails that are successfully sent count toward your quota: Campaigns, Form confirmations, and Team notifications for form submissions. Order confirmations, shipping/refund notifications, and login verification codes are non-billable on all plans and will be marked as "Non-billable" in the sending records.
- Credits are counted based on the send time: If a scheduled email was created last month but sent this month, it counts toward this month's quota.
- Items that are blocked, skipped, or failed before sending are not counted; bounces (e.g., invalid email address) are counted because the email was attempted.
For details on how to purchase additional credits or how billing works, see Usage billing and credit add-ons.
How to check if a customer didn't receive an email
Check the relevant section based on the email type. All three locations use the same status and reason codes:
| Email type | Where to find it |
|---|---|
| Automated emails (e.g., order confirmations, payment reminders, shipping updates, refunds, form confirmations) and team notifications for orders and forms | “Automations › Logs”. Filter by time, recipient, channel, or status. Failed team notifications can be resent. |
| Newsletters | Open the performance page for that newsletter and scroll down to “Recipients” to see the status and reason for any undelivered emails. |
| All emails received by a specific customer | Go to “Customers › Contacts”, click on the contact, and view their activity log. |
Once you find the email, click it to see the details and determine the cause based on the status:
- Delivered: The email reached the recipient's inbox. Ask the customer to check their spam or promotions folder, or search for your store name.
- Sent: The delivery service has accepted the email; it usually becomes "Delivered" shortly. Please check back later.
- Bounced: The recipient's email address does not exist or rejected the email, likely due to a typo. Please confirm the correct email with the customer.
- Marked as spam: The recipient marked the email as spam; future emails to this address will not be sent.
- Not sent or Canceled: Click to view the reason (see below).
- Record not found: The email was never intended to be sent (e.g., you disabled the notification in "Automation › Settings," or the form's "Notify submitter" option was not set to Email).
If the customer's email address is incorrect, please use phone or other methods to provide the order information.
How to read the list
Each row represents a single send: one recipient via one channel. If an automation sends an email to a customer and notifies three team members simultaneously, four rows will appear, allowing you to verify each delivery individually.
- Subject: The name of the notification or campaign, with the source (Automation, Campaign, Team notification) and channel indicated below.
- Recipient: Customers show name and email; Team notifications show the member's name and the associated customer.
- Channel: Email; Team notifications also include Kanorio Inbox and Webhook.
- Status: If not sent, a brief reason appears below. Click to view the full explanation.
- Time: Scheduled emails show the planned send time; others show the actual send time.
Click any row to open the details: status and reason, recipient and contact info, creation and send time, billable status, delivery process (handed to service, delivered, opened, clicked, bounced), and related contacts, orders, automation settings, or campaigns.
Status definitions
| Status | Meaning |
|---|---|
| Scheduled | Not yet sent, e.g., a payment reminder set for 24 hours before the deadline. |
| Sending | Being processed by the delivery service; usually changes to “Sent” within seconds. |
| Sent | The delivery service has accepted the email. |
| Delivered | The recipient's inbox has received the email. |
| Bounced | The recipient's inbox does not exist or rejected the email. |
| Marked as spam | The recipient flagged the email as spam. |
| Failed | An error occurred during delivery. |
| Not sent | The email was not sent; click to view the reason. |
| Cancelled | The schedule was revoked, e.g., the buyer paid before the reminder was sent, or you stopped the newsletter. |
Reasons for not sending
| Reason | Meaning | What to do |
|---|---|---|
| Sending domain not verified | Emails must be sent from your own domain, which is not yet verified. | Complete verification at Sending Domain & Email Appearance. Future emails will be sent; blocked emails will not be resent. |
| Sending quota reached | Your quota for this period is exhausted. | Purchase more quota or wait for the next period. See Usage Billing & Quota Add-ons. |
| Plan does not support | Your current plan does not support this type of email. | Upgrade your plan. |
| Invalid contact info | The Email format is incorrect. | Ask the customer to provide a valid Email address. |
| Email address blocked | The address previously bounced or marked emails as spam. We block it to protect your sender reputation. | You can unblock it after verifying the contact details. |
| Recipient not subscribed | This is a newsletter, and the recipient is not subscribed. | Newsletters are only sent to subscribers; no action needed. |
| Recently received newsletter | The recipient is still within your set newsletter sending interval. | Normal protection; no action needed. Adjust intervals under “Marketing › Newsletter › Settings”. |
| 24-hour limit reached | The same Email received multiple form confirmation emails within 24 hours. | Prevents abuse of form submissions using others' emails. Your team will still receive notifications. |
| Hourly limit per address | The same Email requested multiple login verifications or payment info from the Kanorio default address within the last hour. | Prevents abuse of login requests; no action needed. |
| Shared sender address suspended | Emails from the Kanorio default address for this site are suspended due to bounces, reports, or abnormal volume. | Kanorio will contact you. Passkey, Google, and logged-in customers are unaffected. You will be notified when restored. See Customer Login. |
| Notified by payment/logistics provider | The provider notifies the buyer directly; Kanorio does not send duplicates. | No action needed. |
| Conditions changed, notification no longer applicable | The condition was no longer met when the schedule was due, e.g., the buyer already paid. | No action needed. |
| Member lacks permission or notifications disabled | The team member does not have permission or has disabled these notifications. | Go to “Website Settings › Team” or have the member adjust their personal settings. |
| Delivery service error or email generation failure | A system issue; Kanorio has logged it. | Contact us if it persists. |