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d. If there are a lot of errors and they are out of date order, click “Download this report (CSV)” which will give you a summary of all errors in an Excel document arranged in date order
If the email was entered incorrectly:
To update email address, log into RoD Webapp homepage
Then update the email address field by following the “Amend a minute” journey
If the email address is not correct:
a manual acknowledgement letter should be sent to the customer using the template
Remember that customer details and minute number have to be updated on the template and should match the registration.
A team leader should be also be notified of each error via email to ensure a paper trail