Refunds & Notifications · Article 6.11
What to do when an email didn't arrive
A diagnostic flowchart for the most common case — your client (or you) is missing an email Clozo should have sent. Five checks, in order, that resolve 95% of cases.
Email is unreliable transport. About 1-2% of legitimate transactional emails get filtered, throttled, or dropped — it's the cost of running on shared infrastructure. This article walks the diagnostic from "missing email" to "email in inbox" or, in the worst case, "we're routing around the issue."
Step by step
Confirm the event fired.
Open the proposal detail page → Timeline. Look for the event that should have triggered the email (e.g., "Signed at HH:MM", "Deposit confirmed", "Amendment sent"). If the event is absent, the email never had a reason to send — focus on why the event didn't fire (see Section 10 for that family of issues).
Ask the recipient to check spam.
"Could you search your inbox for
useclozo.com? It sometimes lands in spam." Eight in ten missing-email reports resolve here.Re-fire from Actions.
From the proposal detail page → Actions menu, click the relevant
Resendbutton. Most email types have one (Resend proposal,Resend deposit invoice,Resend amendment,Resend refund email). The resend re-runs the same task with a fresh attempt — if the underlying issue was a transient delivery failure, the second attempt usually lands.For amendments / refunds: try the underlying re-trigger.
If
Resenddoesn't help, the issue may be deeper. For amendments, withdrawing and re-creating cleanly often fixes downstream email issues. For refunds,Refresh statuson the credit note pulls Stripe directly and triggers any pending email side-effects.Contact support as last resort.
If steps 1-4 don't resolve, send the proposal number to support. From the backend, support can: (a) check Resend's delivery logs to confirm what actually happened, (b) reset the relevant
*_claimed_atfield, (c) manually invoke the task, (d) provide a hand-routed copy via a different mail provider ifuseclozo.comis being blocked.
Why this works this way
Three failure modes account for nearly all missing-email reports:
1. Inbox filtering (~70% of cases). The email was sent and accepted by the recipient's mail server; it just landed in spam, promotions, or a rules-folder. Resolution: check spam. 2. Underlying event didn't fire (~20%). The email is conditional on an event (deposit paid, amendment signed, etc.) that didn't actually happen on Clozo's side — typically a Stripe webhook lag or a Gotenberg PDF failure. Resolution: re-fire the underlying event. 3. Idempotency claim already taken (~5%). A previous send attempt set the claim flag, but the actual delivery failed silently (e.g., Resend rate-limit). The retry sees the claim, exits, and no more attempts happen. Resolution: backend reset of the claim flag (support intervention).
The remaining ~5% are mail-server-side issues (recipient's domain has blocked useclozo.com, or the recipient's account is suspended). For these, no Clozo intervention helps — the workaround is to copy the public link and send via your own channel.
Troubleshooting
Keep reading
Refunds & Notifications
Every email Clozo sends, in one table
Clozo dispatches 13 distinct transactional emails across the proposal and amendment lifecycle. This page lists each one, who triggers it, who receives it, and what's attached.
Troubleshooting & Reference
"My client can't enter the PIN" (lockouts and lost codes)
The 4-digit PIN gate protects every proposal and amendment link. Five wrong attempts in 24 hours triggers a per-IP lockout. Recovery is one click away — issue a fresh link.
Troubleshooting & Reference
"The invoice link is broken or the PDF is missing"
PDFs occasionally fail to render (Gotenberg flake) or fail to upload to R2. Symptom: the document shows as "issued" but clicking the link returns 404 or the PDF is blank. Recovery: regenerate from the Documents dropdown.