How Say makes sure your customers receive important information about their investments.
Say monitors the communications we send to your customers by applying a status to all of our emails. When an email was successfully delivered, the status updates to “sent” and Say’s delivery job is done. However, if an email status returns “unknown,” this means that there was an error on the recipient’s email server that rendered the delivery unsuccessful. In Portal, these are marked as failures. Some common errors on the recipient’s side that causes failures are:
Since these statuses can change, Say attempts to deliver each email up to ten times to achieve a successful delivery. If after ten attempts the email status is still “error,” Say sends a physical postcard in the mail to the customer’s address on file. These postcards include directions for the customer to access their ballot, election, or document online. So, need not to worry -- each of your customers will receive their communication whether via email or the postal service.
Say does not attempt to send to customer emails that are invalid. Our internal system recognizes incorrect email formatting, such as chloe@@saytechnologies.com, ch(loe)@gmail.com, or chloe@saytechnologies before we attempt delivery. These cases are usually due to a customer typo or user error, so we recommend the broker to reach out to the customer to get their valid email address and return the correct email to Say. Invalid emails are easily identified on the Portal with a red icon beside the customer email.
