Customer's cell phone is marked as undeliverable.

Customer's cell phone is marked as undeliverable.

In this article, we will cover common reasons why a customer's cell phone may be marked as undeliverable and provide steps to resolve the issue.

Common Reasons for Undeliverable Messages:

  • The customer's cell phone number is no longer valid or active.
  • The system attempted to send a message while the customer's phone was turned off or out of service.
  • The customer marked the store’s phone number as spam.
  • Other technical reasons may also cause a phone number to be marked as undeliverable, but these are the most common examples.

How to Resolve This Issue:

If you encounter this issue and are certain the customer’s cell phone number is valid, follow these steps:

  1. Go to my.franpos.com → Reports → Unsubscribed/Undeliverable Customers on Campaigns Report → UNDELIVERABLE tab.
  2. Search for the customer using their first or last name.
  3. Select the checkbox next to the customer’s profile → Batch Actions → Clear the "Undeliverable" mark.

Important Note:

This process does not guarantee that the customer will start receiving text messages. If the system attempts to send another message and delivery fails again, the phone number will be re-marked as undeliverable.

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