Hello,
We are experiencing a situation where customers report not receiving emails sent directly from NetSuite - specifically quotes, sales orders, and invoices. Emails are being sent manually using the Email button on the transaction, with recipient addresses entered at the time of sending (or it is already in the customer profile).
From our end, NetSuite shows no errors, and the system notes confirm that message records are being created (e.g., Message_XXXXXXX log entries), indicating NetSuite believes the emails were sent successfully.
What We've Ruled Out
- Authentication is correctly configured. We ran a third-party inbox placement test (IT Global Services Inbox Placement Analyzer) on June 8, 2026, sending actual quotes from NetSuite. Results showed:
- SPF: Valid
- DKIM: Valid
- DMARC: Valid (Reject policy)
- Auth Score: 100/100
- Overall Inbox Placement Rate: 95.2%
- Emails are being sent from the correct domain (@especialneeds.com).
- Recipient email addresses are correct — they are manually entered at time of sending by our team.
- NetSuite is logging the send — system notes show quote PDFs being generated and message records being created.
What We're Seeing
- A subset of customers across various email providers are reporting they never received the email (there is no pattern that we have found).
- Our inbox placement test showed 4.8% of test emails landing in spam, specifically at Yahoo Mail (which also handles AOL and Verizon addresses).
- No bounce-back or delivery failure notifications are received by the sender.
- There is no native NetSuite email delivery report or bounce log that we can find to identify which specific emails failed.
Key Questions for the Community
- Has anyone else experienced customers not receiving transaction emails sent from NetSuite, with no error or bounce notification on the NetSuite side?
- Is there a way to see a delivery status or bounce report for emails sent from NetSuite transactions? We want to identify which emails actually failed vs. were delivered.
- Has anyone configured a custom SMTP relay (e.g., through Microsoft 365 or Google Workspace) to route NetSuite transaction emails through their own mail infrastructure? If so, did this improve deliverability, and what were the setup steps?
- For those using NetSuite's default sending infrastructure, have you added NetSuite's sending IPs/domains to your SPF record, and did that help?
- Has anyone found a workaround or best practice for the Yahoo/AOL spam filtering issue specifically?
