A customer is not receiving posts

To view whether or not a customer has received the posts you've sent, go to your Audience dashboard and select the name of your customer to open up their customer drawer. 

Select  Emails to view which emails this customer has received or not. If your customer has received your emails, there will be a date delivered in gray text underneath the name of the email.

If you see a  Send missed posts box, that's because the customer signed up for your mailing list after you'd already sent out a post. You can re-send their receipt or send any previous posts they've missed by clicking Send next to the post you'd like them to receive.

If you've confirmed that your customer has not received your emails, here are some possible reasons why they might not be getting them:

The customer has the wrong email address

It's possible that your customer mistyped their email address when purchasing your product. To correct this, go to your Audience dashboard and search for their name or email address. Click the magnifying glass icon to begin your search.

When you find the customer, click their name to open their purchase information. Click the email address in this box to edit it, and correct their contact information. Click the check mark to save, then Resend Receipt

If you can't edit your customer's email address, that is because the user has created a Gumroad account with this email, and unfortunately, we cannot allow you to edit information belonging to another account. If this happens, please send us an email at support@gumroad.com, and we will help you get the information changed.

The customer has opted out of emails

It is possible that your customer has accidentally chosen to Opt Out of emails from you. You can verify this in two ways: 

1. In the customer drawer

In your Audience dashboard, search for your customer's name or email address. You will see a checkmark next to Receives posts under their email address if they are subscribed to emails from you.

2. Check the CSV

You can also verify this by exporting your sales CSV through the Audience dashboard.

In the "DO_NOT_CONTACT" column of your CSV, they will be marked by "TRUE".

To fix this, please contact us and let us know the specifics of the situation so we can fix the issue.

Check spam folders

When in doubt, have your customer check their email's spam folder. 

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