How to View Your Payer Email History Report

Published 12/7/23

Email History reports can help you gain insight into email notifications that are sent to your customers at the individual customer level.  These reports indicate if emails have been successfully delivered, opened, or even returned as undeliverable.  This article will provide you with step-by-step instructions on how to access emails previously sent to your customers and provide you with an explanation of what action, if any, they took upon receipt.

To locate an individual customer’s Email History report in the Biller Portal, click Search, and then Customers.

Enter your search criteria in one of the boxes, then click Submit to search.

Click the Edit Customer Profile icon to open the customer profile.

On the Customer Profile screen, click Email History.

By default, the Email Notification History report will appear. This report includes the email send date along with the corresponding invoice number and the type of notice you’ve requested the system to send (such as the first, second, or third notice, or manual notices).

The next column displays the email address that the notice was sent to.

The next columns display the Status, Click Through Date, and Bounce Date. If an email was sent but no further action was taken, you will see Sent in the Status column. If your customer opened the email and clicked a link embedded in it, you’ll see Click Through in the Status column, along with a corresponding date in the Click Through Date column. If your customer’s email address is invalid, closed, or their inbox is full, you’ll see Returned in the Status column along with a date in the Bounce Date. This is a good opportunity to contact the customer and request an updated email address as they will be unable to receive paperless statements or receipts for payments until this is resolved.

The Email History screen also contains several additional email history reports including ACH and AutoPay Reject Notifications, Payment Receipts, Scheduled Payment Notifications, Conveyance Notifications, and more.

Simply select a report from the dropdown, then click Submit. The screen updates and displays the newly selected report. Note that each report will display different data. Depending on the report you choose to view, you may see the date the email was sent, the type of email, the address, the account number, and so on.

To view additional email reports that cover more than a single customer click the Reports menu, and then the Email menu. These reports include your Email Change, Email Do Not Send List, Email Notification Summary, Email Statistics, and Email Tracking.

To learn more about How to View a Customer’s Email History Report, please watch our quick video.