Troubleshooting Quote Delivery¶
Use this checklist when customers report they did not receive or cannot open a quote.
Quick Checks¶
- Confirm the customer email address is correct.
- Confirm the quote was actually sent (not left in draft workflow).
- Ask the customer to check spam/junk and search for your organization name.
- Re-send the quote and provide the quote link directly as a fallback.
Problem: Customer Did Not Receive the Email¶
Try the following:
- Verify email address spelling and domain.
- Re-send from AirShop and ask customer to whitelist your sender domain.
- Share the quote link through another channel (SMS/chat) to keep momentum.
If delivery keeps failing, contact support through help.airshop.work.
Problem: Customer Cannot Open the Quote Link¶
Try the following:
- Ask them to open the link in a private/incognito browser window.
- Ask them to copy and paste the full link into their browser.
- Re-send a fresh link from the quote flow.
If the issue persists, gather device/browser details before contacting support.
Problem: You Expected a View, but Tracking Shows None¶
- Confirm the quote is in a sent/public state.
- Remember only customer views are tracked. Team views while logged in are excluded.
- Ask the customer to open the link directly from the latest message.
- Rarely, browser privacy/ad-block settings can block tracking scripts. Ask the customer to retry in another browser or a private/incognito window.
See Quote View Tracking for tracking behavior.
Problem: Follow-up Reminder Did Not Appear¶
- Confirm follow-ups are enabled in templates and schedule settings.
- Confirm the quote is SENT and has a customer email.
- Confirm your user has access to that quote and follow-up actions under your org permissions.
See Quote Follow-ups for requirements.