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 → Activity tab → filter to Messages → look for a recent outbound to that party.

• It's there, tagged "Sent" → BuyerFlo dispatched to Resend, which dispatched to their mail server. Continue to Step 2.
• It's not there → BuyerFlo never sent. The task might be in waiting_response with a cancelled draft, or might not have activated yet. Check the task's status on the deal page.
• It's tagged "Cancelled" → Someone (you or the engine) cancelled the draft before it went out. A new draft may be queued; check the Coming up strip.

Step 2: check the recipient address

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

Common issues:

• Typo in contact email — typos at setup time get baked in. Fix via the deal's Contacts section; 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 Activity → 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 Activity, forward to them. Include the deal address in CC so the reply threads back.
• Re-draft via the task — on the deal page, find the task, click the kebab → "Draft nudge" (if you want the engine to re-draft with updated urgency) or trigger the task to re-activate by editing its due date.

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.