The client says they never received the document

Short answer

WinkScope records whether the document was sent and whether the client opened the link. Most commonly the address is wrong, or the message landed in the client's spam or a filtered mailbox.

What it means

WinkScope records whether the document was sent and whether the client opened the link.

Why it happens

Most commonly the address is wrong, or the message landed in the client's spam or a filtered mailbox.

How to fix it

1. Open the document and check the recipient address on the send record.
2. Ask the client to check spam and any filtered folders.
3. Re-send from the document, or copy the public link and send it directly.
4. If the record shows it was sent and the client still has nothing after that, open a ticket with the document number and the recipient address.

Other ways this is described

• client did not get the email
• email not delivered
• estimate email missing

Still stuck?

If none of the steps above match what you are seeing, open a ticket from Support > My Tickets with the exact message, the page and a screenshot. Guessing at a different cause only costs you time.