Customers not receiving Email Notification OTM

We are currently experiencing an issue where the customer is not receiving emails generated from OTM.

We use an email notification triggered via an Automation Agent during shipment creation.

As part of our investigation, we performed the following checks:

1. OTM Mail Audit:
   • No log entries were recorded.
   • This means we cannot confirm whether OTM generated or attempted to send the email.
2. Mail Failures:
   • No entries were found for the recipient’s email ID.
   • This confirms that the email address is not suppressed or failing at the OTM mail server level.
3. Recipient Mailbox:
   • The customer confirmed they have not received any email from OTM.