Trackline
Resending someone's link
What to do when they say nothing arrived, in the order that works.
"Nothing arrived" is the most repeated sentence, and it almost never means the same thing. Before resending it pays to look at what happened, because resending to a wrong address fixes nothing.
The order that saves time
- 1
Check whether it bounced
If it bounced, the address is wrong. Fix it on the contact record first.
- 2
Check whether it was opened
If it was opened, it arrived. The problem is something else: they did not understand, or do not have it to hand.
- 3
Resend, preferably on another channel
If you hold their mobile, SMS or WhatsApp lands somewhere else and gets seen.
Worth knowing
If they reply to the email instead of using the link, it did arrive: they did not realise they had to click. A personal message sorts it.
›Does the old link stop working when I resend?
No, it is the same one. If they saved the email, it still works.
›Can I send it to someone else at the same company?
Yes, by adding them as a participant. Forwarding another person's link also works, but the record shows where it was delivered from.
›How many times can I resend?
As many as you like, though past the third it is worth phoning.
A real case
The situation
A supplier insists nothing has arrived and it has been two weeks.
What you do
- Checks the case: the email bounced on day one
- Fixes the address, which had an extra letter
- Resends and pings them on WhatsApp
What you get
They deliver that afternoon, after two weeks wrongly blamed on "not replying".
The situation
The recipient says it never arrived.
What you do
- Checks the address and send status first
What you get
The cause is fixed before resending.
The situation
The link was sent to a shared mailbox.
What you do
- Resends it to the specific person
What you get
The delivery stands in the name of whoever makes it.
The situation
It is resent many times and several links are circulating.
What you do
- Resends from the file rather than forwarding the email
What you get
Only one valid link is in circulation.
The situation
The right recipient is somebody else.
What you do
- Changes the contact before resending
What you get
Future reminders already go to the right place.
The situation
The recipient's email bounces.
What you do
- Confirms the address by phone
What you get
The resend reaches a mailbox that exists.
This article answers
- the supplier says the link never arrived
- resend the document request
- the participant's email bounces
- change a participant's email