A party says an email didn't arrive

You sent (or the engine sent) an email. The recipient says they never got it. Here's how to figure out what happened.

Step 1: verify BuyerFlo dispatched

Open the deal → click the Threads filter pill → find the thread for that party → open it. The right pane shows every send + reply on that thread.

There's a recent outbound tagged "Sent" → BuyerFlo dispatched to Resend, which dispatched to their mail server. Continue to Step 2.
No recent outbound → BuyerFlo never sent. The task might be in waiting_response with a cancelled draft, or might not have activated yet. Check the task under the Tasks filter.
Outbound tagged "Cancelled" → Someone (you or the engine) cancelled the draft before it went out. A new draft may be queued under the Approvals filter.

Step 2: check the recipient address

Expand the outbound message in the thread log. Verify the To field matches what you expect.

Common issues:

Typo in contact email — typos at setup time get baked in. Fix it under the Contacts filter on the deal (click the contact → edit); future drafts use the corrected address.
Wrong email for the role — maybe the extraction pulled the listing agent's old email. Same fix: edit the contact.
Out-of-office auto-reply treated as real reply — if the party's OOO auto-reply looked like a confirmation, the engine may have stopped following up. Rare but real.

Step 3: check for bounce

Expand the message in the thread log → look for a bounce indicator. If Resend returned a bounce:

Hard bounce (invalid address) — the address doesn't exist. Fix the contact email.
Soft bounce (mailbox full, temporarily unavailable) — will retry automatically. Check back in a few hours.
Complaint — recipient marked as spam. This is serious — update the contact's preferences + verify they're supposed to be receiving coordination emails.

Step 4: check their spam folder

If Resend says delivered and they say they didn't get it, check their spam folder. The first email to a new recipient can land there, especially from a new sending domain like deals.buyerflo.com. One fix: ask them to whitelist the sender.

Step 5: resend manually

If the email was delivered but they lost it:

Forward from your personal inbox — copy the body from the thread log, forward to them. Include the deal address in CC so the reply threads back.
Nudge from the thread — on the Threads filter, open the thread, click Nudge. The engine drafts a re-send with updated urgency.
⚡ Send now on an existing draft — if a draft is sitting in Approvals for the same task, just send it now to skip the 10-minute countdown.

Step 6: if it's a BuyerFlo issue

If you're convinced the app dropped an email that should have sent, email us. Include the deal id (find it in the URL) and the approximate timestamp. We can pull the full send history from our logs.

Prevention

The best fix is to not let this happen:

Verify every contact email at deal activation time. The focused flow gives you a chance.
Watch the first send — if you're in auto-send mode and an early email looks wrong, cancel it during the 10-minute window, edit, and resend.
Encourage parties to reply to the deal address — every reply gets captured on the deal, so you have proof of delivery + engagement.