> ## Documentation Index
> Fetch the complete documentation index at: https://docs.yukoreviews.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Review Emails Not Sending

> Trace why a review request, reminder, or reward email didn't reach your customer.

***

## Check the email log first

**Yuko Dashboard → Reviews → Emails → Sent**

Every email Yuko has ever queued is logged here with one of these states:

| State         | Meaning                                                                                                                                                          |
| ------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Sent**      | Delivered to the customer's mail server successfully                                                                                                             |
| **Bounced**   | Mail server rejected it (invalid address, full inbox)                                                                                                            |
| **Blocked**   | Skipped — customer on [Email Blacklist](/managing-reviews/email-blacklist), product on [Product Blacklist](/managing-reviews/product-blacklist), or unsubscribed |
| **Queued**    | Waiting in the send queue (should clear within 5 minutes)                                                                                                        |
| **Failed**    | Internal send error — open the row for details                                                                                                                   |
| **(nothing)** | The workflow never decided to send — see next section                                                                                                            |

***

## The email was never queued

If you can't find a log entry for an order that should have been emailed:

<AccordionGroup>
  <Accordion title="Order never reached the trigger status" defaultOpen icon="flag-checkered">
    Yuko's default trigger is **order status = Completed**. If the order is still **Processing**, **Pending payment**, or **On hold**, nothing fires.

    Check the order in WordPress Admin → WooCommerce → Orders. If it should be Completed, mark it Completed — the email will queue within 5 minutes.
  </Accordion>

  <Accordion title="Customer or product is blacklisted" icon="ban">
    * **Account → Email Blacklist** — is the customer's address or domain on the list? (Remember wildcards: `*@example.com` blocks the whole domain.)
    * **Reviews → Product Blacklist** — is every product in the order blacklisted? If all products are blacklisted, Yuko skips the email entirely.

    See [Email Blacklist](/managing-reviews/email-blacklist) and [Product Blacklist](/managing-reviews/product-blacklist) for how to remove entries.
  </Accordion>

  <Accordion title="Workflow is in Draft, not Live" icon="file-pen">
    **Workflows → All** — the review request workflow must show **Live** status. Draft workflows do not send.

    Click the status dropdown on the workflow row and set it to **Live**.
  </Accordion>

  <Accordion title="Customer unsubscribed" icon="user-slash">
    Every Yuko email contains an unsubscribe link. Once clicked, that address receives no further Yuko email. Unsubscribes live in **Account → Email Blacklist** (marked with an unsubscribe icon) and can be removed manually if the customer asks.
  </Accordion>
</AccordionGroup>

***

## The email sent but the customer says they didn't receive it

The log shows **Sent** but the inbox is empty. The mail reached the customer's server but got filtered.

<Steps>
  <Step title="Check spam / promotions folder" icon="trash-can">
    Ask the customer to search "Yuko" or your store name in every folder — Gmail Promotions, Outlook Focused vs Other, and Spam/Junk.
  </Step>

  <Step title="Verify your From Name and Reply Email" icon="user-pen">
    **Account → General** — the **From Name** should be your store (not "Yuko"). The **Reply Email** should be a real inbox on your domain — this helps deliverability.
  </Step>

  <Step title="Set up SPF and DKIM" icon="shield-check">
    By default, Yuko sends from a shared domain. For higher deliverability, add our SPF record to your domain's DNS. Instructions are in **Account → Integrations → Email Sending**.

    <Note>
      **Custom sending domain** (send from `reviews@yourstore.com` with your own DKIM) is coming soon on the Growth plan. Until then, the shared domain works well if SPF is set up.
    </Note>
  </Step>

  <Step title="Try a different test email" icon="vial">
    Mail filters vary wildly by provider. Test against a Gmail, an Outlook, and a Yahoo address — if one receives and two don't, the filtering is provider-specific.
  </Step>
</Steps>

***

## Too many emails bouncing

A high bounce rate hurts deliverability for all your future sends. Clean up the source:

1. **Reviews → Emails → Sent → filter Bounced** — export the list
2. Remove permanent bounces ("no such address", "domain not found") from your WooCommerce customer list or tag them as undeliverable
3. Consider adding a disposable-email-domain pattern to your [Email Blacklist](/managing-reviews/email-blacklist) (e.g. `*@mailinator.com`, `*@trashmail.com`)

***

## Test the send flow end-to-end

The fastest way to confirm email is working:

1. Place a real test order on your store, paid with a real card (use a coupon for \$0 if possible)
2. Mark the order Completed
3. Wait 5 minutes (or however your workflow delay is set)
4. Check **Reviews → Emails → Sent** for the entry
5. Check your inbox

If the log shows Sent but your inbox doesn't, it's deliverability. If the log never shows an entry, it's workflow or blacklist.

***

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