Unfortunately this issue is becoming more frequent, where we see email domains blocking transactional emails, which include sale notification emails, from reaching users. Some domain providers view our transactional emails (which are 100% automated) as spam or junk and automatically place blocks on the emails. There a few different ways they can do this:

Hard Bounce

A hard bounce is an email that has failed to deliver for permanent reasons, such as the recipient's address is invalid, invalid domain name, recipients mail server is none existent, or the domain provider has blocked receiving emails from that address to name a few.

Spam Complaint

Normally spam complaints are manual complaints made by email recipients (meaning a human has to flag the email as spam) but from time to time email domains do automatically tag some of our transactional emails (because they are automated and we send a lot) as spam.

Unfortunately in both these situations there is very little that we can do to assist. Both blocks are imposed by your domain, and due to strict laws on spam emailing we are unable to lift them. The block's have to be lifted from the users side. You will need to add the below email address to a "trust" list within your domain's system to ensure that all future emails are received. And ensure any pre existing spam complaints made against us are retracted.

Emails to trust:

info@send.bluethumb.com.au (all transactional emails linked to orders, delivery, payments.)

help@bluethumb.com.au (customer service, policy change emails, direct comms from Bluethumb Team)

art@bluethumb.com.au (curations, blog posts etc)
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Please note Bluethumb can not advise how to add the above emails to your domains trust list. If you are unsure how to do this please contact your domain providers Customer Support team for further assistance.