At the point of registration, where a valid email address exists an Acknowledgement letter is issued automatically by Gov Notify and emailed to the customer. However, this manual workaround takes place when the email address is not valid. In this scenario any errors are logged on the GOV.UK Notify website requires manual intervention.
Log into the Gov.uk Notify website
The following dashboard will be displayed showing the number of Acknowledgement letters which the system has sent out successfully:
Errors will be highlighted in the green boxe. Usually they show “No failures”. However, when a failure has occurred, the box will show an error message formatted like the example below:
a. Note that the dashboard information will only update overnight, so is not “live” and the actual number of sent emails and errors may differ from what’s displayed.
Press on the “3 failed – 1.0%” link and the dashboard below is displayed:
the screen shows that 4 acknowledgment emails failed to be delivered to customers
3 due to the email address not existing
1 due to bouncing back from the email address to which it was sent
Note the dashboard view will also show failures from the previous days, and not necessarily in date order
Please check the date before sending out a manual acknowledgment letter, letters should only be sent out for the previous day’s work.
d. If there are a lot of errors and they are out of date order, click “Download this report (CSV)” which will give you a summary of all errors in an Excel document arranged in date order
There are several ways of correcting the problem using the “Amend a minute” section, which will be detailed below.
If there was a spelling mistake in the email address which caused it to bounce, you can simply amend the email address and have the system send out another email to the correct address. To do this:
Go to the Amendment section of the registration application
Pull up the details of the minute number that needs to be amended
On the review screen, click “Change” in the customer email row to amend the customer email address
Correct the customer email address and click “Continue”
Save your amendment and on the generate documents screen, select “Acknowledgment”, then click the “Generate” button.
The system will now generate a new acknowledgment email which will be sent to the customer automatically
If the email address does not exist or is wrong for any other reason that cannot be corrected, a paper acknowledgment letter will have to be created. To do this:
Go to the Amendment section of the registration application
Pull up the details of the minute number that needs to be amended
On the review screen, click “Change” in the customer email row to remove the customer email address
Save your amendment and on the generate documents screen, select “Acknowledgment”, then click the “Generate” button.
The system will now create a PDF of the acknowledgment letter and save it to your download folder
Open the PDF and print the acknowledgment letter, which can then be sent to the customer