Section 4: Acknowledgment failure process

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Last updated: Apr 18, 2024 by CAJR Admin1
2 min read

At the point of registration, where a valid email address exists an Acknowledgement email is issued automatically by Gov Notify and emailed to the customer.

To check that the emails have been successful, please check the http://Gov.Uk Notify dashboard and where there is a failure follow the process below. This will be picked up by the odd jobs person on day 2.

  1. Log into the Gov.uk Notify website

  2. The following dashboard will be displayed showing the number of Acknowledgement emails which the system has sent out successfully:

image-20240418-131649.png

  1. Errors will be highlighted in the green boxes. When a failure has occurred, the box will show an error message formatted like the example below:

image-20240418-131723.png

  1. Press on the “8 failed – 1.8%” link and the dashboard below is displayed:

    1. the screen shows that 8 acknowledgment emails failed to be delivered to customers

      1. 4 due to the email address not existing

      2. 4 due to bouncing back from the email address to which it was sent

    2. Note the dashboard view will also show all failures for the previous 7 days

    3. There may be a discrepancy between the figures showing in the top level green banner (as this is only refreshed once a day) and “Emails” dashboard (shown below) as this updates regularly throughout the day.

  1. Please click on “Download this report (CSV)” link, to view a spreadsheet of failures.

    1. Please check errors from the previous working day only

  2. If the email was entered incorrectly:

    1. Go to RoD Webapp homepage

    2. Select the “Amend a minute” journey and update the email address field

    3. Select Acknowledgement to send an Acknowledgment email to the customer.

  3. If the email address is not correct:

    1. Go to RoD Webapp homepage

    2. Select “Amend a minute” journey and delete the email address

    3. Once the amendment has been saved, select Acknowledgment to create a manual letter

    4. Post manual letter to the customer.

  4. All fixes should be logged and shared with the TL’s for audit purposes showing what action was taken to rectify the error.

 

Registers of Scotland (RoS) seeks to ensure that the information published in the CAJR Manual is up to date and accurate but it may be amended from time to time.
The Manual is an internal document intended for RoS staff only. The information in the Manual does not constitute legal or professional advice and RoS cannot accept any liability for actions arising from its use.
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