A customer says they did not get my email or text. What do I check?

Start with the message Lawnly showed when you sent it, then open the invoice's history. Most missing messages come down to a missing email address, a missing phone number, or a customer who has not agreed to texts. Fix that on the customer, then send again.

See what Lawnly sent

When you send an invoice, reminder or card request, Lawnly says where it went, for example "Invoice emailed to name@example.com" or "Reminder emailed to name@example.com". If a channel was skipped, the same message says why, for example "Not texted: the customer hasn't opted in to texts." Other reasons are "no email address on file" and "no phone number on file".

Open the invoice and look at History. It lists each step with who did it and when, for example "Sent by email", and "Customer opened the invoice" once they have opened it.

Fix the customer's details

Open the customer. Check that the email address is spelled correctly, and add a mobile number if you want to text. Texts only go to customers who have agreed to receive them; for the others, use email. See When can I text a customer, and what happens if they opt out?.

Check how you send

With Text & email, Lawnly sends on whatever the customer can receive and tells you what it skipped. A channel the customer cannot receive is not offered, for example Text only is greyed out for a customer who has not agreed to texts. Your default is Send invoices by under Invoicing & payments on the Business tab.

Send it again

• Unpaid invoice: choose Send reminder. See How do I remind a customer about an unpaid or overdue invoice?.
• Paid invoice: choose Resend receipt.
• Another way: choose Copy payment link in the ⋯ menu and send the link yourself.

If Lawnly says the email went out but the customer cannot find it, ask them to check their spam or junk folder.