Customers are not receiving order confirmation or any other transactional emails that should be sent automatically.
Submit a request to Symphony Support to investigate the issue further, including the email of the affected user(s).
- Try to reproduce the issue (if possible).
- Check if there are any records/ errors in the Graylogs for the affected user email (or your email if you reproduced the issue).
- If the email was triggered correctly according to the logs (no errors), the issue might be caused by the Symphony Sendgrid account being put under review - elevate the case to the PS team to investigate and resolve the issue along with the BU.
- If there are any errors preventing emails from being sent - elevate the issue to the SaaS team.