No warning when recipeint email is invalid or bounces

In your Agreements tab, under the Sent folder, what does it show as the status for the envelope?

Thanks for the reply. I already corrected the envelope so it’s fine now.  The only reason I knew the address bounced was because I sent a separate email to the recipient asking them to go in to sign and Outlook sent the warning that the address was no longer working (the person had recently left the company).  Doesn’t DocuSign have some sort of notification that will tell you when an email did not go through after an evelope is sent?  It just seems to act like everything is fine and there are no issues. It would be good to know right away if something didn’t get through after an envelope is sent. I thought for sure I used to get an email notification from DocuSign but maybe I am dreaming? :)

DocuSign delivered the email to the domain as you requested.  From there, the domain has its own settings to handle the email.  Some will check the recipient and deny the email if the recipient is invalid.  Most take the email and send it to a designated catch-all.

Its like you hired FedEx to send a package to <fakePerson> at <realAddress>.  FedEx only cares about the address, not the person.

​@voconnor28 

There is notification in some cases. I received one the other day - a few minutes after I sent an envelope I received an email from DocuSign saying it could not be delivered  (other times I have received a notice saying the address sent an ‘auto response’). The message also appeared on the DocuSign home page with a red line indicating there was an issue.

But, you are correct in saying it does not always happen. There are many instances where we became aware of a problem only after an envelope sat, unsigned, for several days and we tried to contact the signer by email/phone.

mr1

MR1, if you look at the History on those envelopes, does it show DocuSign successfully sending the email?  

What are the email providers involved?  Major ones or smaller?

​@Drewcifer 

Sorry, I can’t remember which messages we had issues with. It is possible they were ‘sent’ even if they were incorrect/no longer used addresses. It’s likely they were major providers (gmail - comcast) . BUT - it would be nice to know that an envelope didn’t reach the recipient because the address is no longer in use.

I see your point. From DocuSign’s perspective, the envelope is gone and no longer DocuSign’s problem. But, as a user of DocuSign it IS a problem when the envelope doesn’t reach the recipient. From your example, if I had mailed a package to <fakePerson> at <realAddress> I’d still want to know if the package arrived…

mr1

More accurately, they’ve delivered the package to the front desk and the doorman accepted it without seeing if the addressee is any of tenants.  Some buildings just throw those packages away, some refuse to take them from FedEx unless there’s a matching name, and some take all things that don’t name an actual tenant and put them in a box for management to look at. So unless they refuse it outright, FedEx marks it delivered.

I think a good feature request for DocuSign would be “Notify me if the recipient doesn’t open the envelope within X hours.”                                                                                                    

I can look at my “waiting for others” list for this - but I have no way of knowing if the recipient is just ignoring the signature request or if the request went to a defunct address. I only want to be notified for addresses that are unused/invalid/defunct. 

I’ve have weeks where I’m sending 300 envelopes. If I had received a notice for every message not looked at in the first 24 hours…? That seems more time-consuming than helpful. :-)

mr1

Hi ​@voconnor28   — thanks for raising this.

I hope you are doing well. 
I want to confirm if you were able to solve your issue by utilizing the suggested solution or if the information provided was useful.
Let me know, and I will gladly help you address the situation as soon as possible.

Ma. Cassandra | Docusign Community Moderator
Mark as “Best Answer” if this helped clarify things.

@Ma.Cubio - Thank you for checking in.  There was no real solution to the problem.  DocuSign doesn’t seem to alert you once you send an envelope if one of the recipients email address did not go through or get bounced back. I don’t know that my envelope didn’t get through to that recipient until I email the recipient directly and get the email warning through Outlook that it was unable to send.  I don’t know if that is a setting under Admin settings that needs turned on, or if it’s an issue in the background with DocuSign?  Any help would be appreciated.  Thank you!

Hi ​@voconnor28  — thanks for raising this.

I'm sorry to hear about your experience, and thank you for taking the time to share it. I completely understand how frustrating it is when things don’t work as expected, especially when trying to get work done.

Let’s tackle a few of the issues you raised:

• You want to be notified of unused/invalid/defunct addresses. 

To further check it on our end, may I have the envelope ID, please?

Again, I’m sorry your experience hasn’t met expectations so far. I’d love the chance to help turn it around, and the Community is here to support you.
 

Ma. Cassandra | Docusign Community Moderator
Mark as “Best Answer” if this helped clarify things.

@Ma.Cubio - I resolved the envelope that started this post, however, I just came across another one with the same issue. See Envelope ID: f246c47f-bad7-4ed7-bf94-eb57c205162c

One of the recipients is no longer with the company and the email should have bounced but DocuSign doesn’t give me warning when the envelope didn’t reach the recipient. Again, I only realized there was an issue when I tried to send a direct reminder to the recipient via email and Outlook sent me the error that the address is no longer valid. I will correct the envelope once I obtain a different valid email address. 

Thank you so much for looking into this!

Hello ​@voconnor28,

Apologies if the issue is still unresolved. I just wanted to check: May you send me the email address of the person who is no longer with your company via DM?

Ma. Cassandra | Docusign Community Moderator
Mark as “Best Answer” if this helped clarify things.

Hello ​@voconnor28 

How are you? I'm checking in to see if you still need assistance. If yes, kindly reply here with more context or confirm if the issue has been resolved. 

If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!

Ma. Cassandra | Docusign Community Moderator
Mark as “Best Answer” if this helped clarify things.