Email Delivery Problems

Email Delivery Problems

If your customers are not receiving order confirmations, shipping notifications, or other emails from your store, this guide will help you diagnose and fix the issue.

Checking Your Resend Configuration

Nuvi uses Resend as the email notification provider. Verify your setup:

1. Go to Settings > Notifications in the Nuvi admin panel.
2. Confirm that the Resend API Key is entered and starts with re_.
3. Verify the From Email is set to an address on a domain you own and have verified in Resend.
4. Check the From Name — this appears as the sender name in customer inboxes (e.g., "Your Store Name").

If the API key is missing or incorrect, no emails will be sent. Get your API key from the Resend dashboard at resend.com/api-keys.

Setting Up SPF and DKIM Records

Email providers (Gmail, Outlook, Yahoo) check SPF and DKIM records to verify that emails are legitimate. Without these records, your emails may go to spam or be rejected entirely.

1. Log in to Resend and go to Domains.
2. Add your store's email domain (e.g., yourstore.com).
3. Resend provides DNS records you need to add:
   • SPF record — A TXT record that authorizes Resend to send emails on your behalf.
   • DKIM records — CNAME records for email signing and verification.
4. Add these records in your domain registrar's DNS settings.
5. Return to Resend and click "Verify". DNS propagation can take up to 48 hours.

Checking Email Logs

To see if emails are being sent and whether they are delivered or bounced:

1. Go to the Resend dashboard at resend.com.
2. Click on "Emails" to see a log of all sent emails.
3. Check the status of each email: Delivered, Bounced, Complained, or Failed.
4. Click on a specific email to see delivery details, including any error messages from the receiving mail server.

Common Issues and Fixes

Emails Going to Spam

• Verify that SPF and DKIM records are correctly configured and passing.
• Avoid spam trigger words in subject lines (e.g., "FREE!!!", "ACT NOW").
• Include a physical address and unsubscribe link in marketing emails.
• Ask customers to add your email address to their contacts.

Emails Not Sending at All

• Check your Resend API key is correct and active.
• Verify the "from" email domain is verified in Resend.
• Check Nuvi container logs for email-related errors: docker compose logs medusa | grep -i email.
• Ensure your Resend account is not rate-limited or suspended.

Bounced Emails

• Hard bounce — The email address does not exist. The customer may have entered a typo during checkout.
• Soft bounce — The recipient's mailbox is full or temporarily unavailable. The system will retry automatically.
• Review bounced addresses in the Resend dashboard and reach out to affected customers through an alternative channel if needed.