Hi All,
For some context, I built a 2.0 API Suitelet that is triggered by a user event made email button that basically grabs a custom field (long text) from the customer record and pushes those emails into an array to be used in the email.send. The script itself works great. I have it account for the 10 email address limit by breaking up the addresses into 10 per email batches.
The problem is that when we implemented it, customers stopped receiving our invoice. Not just 1 or 2 customers but a lot of them. Very odd since they were receiving the invoices sent from the built in NS email function just fine. We have a weekly statement going out to the main email on the customer record that is sent out via workflow that is also being received just fine (it's how the customers realized they were not receiving the invoices!).
Here's my troubleshoot path:
-emails are not bouncing or getting rejected in netsuite. They do successfully send and show up in the sent list.
-We asked customers to check their spam, not there either
-Through my research on the problem, I thought maybe it was because we did not have DKIM set up. So I set up DMARC, DKIM and SPF. This did not help.
-The problem can happen to customers with only 1 email address or 20.
-I did figure out that majority of the customer that stopped receiving our invoices were using Microsoft outlook. Seems its blocking our invoices before even getting to the user.
-I created an outlook account and was able to recreate the problem
-I eventually was able to receive to my outlook email, I had to whitelist our domain from the exchange admin console not just on an individual account level
-We asked some clients to request their IT whitelist us and that seems to work for the majority, but for a few it did not help. We confirmed in both cases they were receiving the invoices before our go live with the script.
-While it is a solution to email all our clients to whitelist us, it doesn't reflect well on us, delays cash flow and is very frustrating when it doesn't work (not sure if the whitelisting is not working sometimes or if the customers are not understanding they need to whitelist on the admin level).
What doesn't make sense is why the customers were receiving the invoices fine via the built in NS email function but now via the suitelet they aren't?
I'd appreciate some more suggestions to try or even some guidance if this is an Outlook problem or a NetSuite problem or even something I need to adjust further with our domain?
