A reference for the optional daily Bounced Email Report and the Undelivered Email Insights report in the Firm Portal.
Choose the right report
| Report | Use it for | Coverage |
|---|---|---|
| Bounced Email Report | Review the previous day’s bounced and failed-to-send invoice or statement emails | Daily email sent only when reportable items were recorded for the previous day |
| Undelivered Email Insights | Filter, investigate, and export current and historical delivery failures | Firm Portal report; defaults to the previous rolling 30 days |
Daily Bounced Email Report
The daily report helps billers identify invoice and statement emails that did not send or were rejected after sending. Its scope is limited to invoice and statement emails.
The report is sent at 7:00 a.m. Eastern Time when reportable items exist for the previous day. It is delivered to the firm’s Payment Notification Email Recipient, who also receives payment reports and payment receipts. Aiwyn configures this recipient during implementation; firms cannot change the setting themselves. Contact Aiwyn Support to change the recipient.
The daily report remains supported but is optional. Many firms choose not to receive it because they use the Email Delivery Hub instead.
Report columns
| Column | What it shows |
|---|---|
| Type | Bounce or Ingested Email Not Sent |
| Status | Delivery category, such as Hard bounce, Soft bounce, ISP block, or Ingested Email Not Sent |
| Invoice | Related invoice number, when available |
| Client Name / Client Number / Office | Client and office information, when available |
| Intended recipient | |
| Subject | Email subject line |
| Date | Date of the event |
| Reason | SMTP response or the reason Aiwyn did not send the email |
| Attachments | Attachment details for an ingested email, when available |
Types, statuses, and reasons
| Type or status | Meaning | Common reasons |
|---|---|---|
| Hard bounce | A permanent rejection by the recipient’s mail system | Recipient not found, no such user, or an invalid domain |
| Soft bounce | A temporary delivery failure | Mailbox unavailable, message delayed, timeout, or a temporary routing problem |
| ISP block | The recipient’s mail system rejected the sender, domain, or sending IP | Spam or anti-spoofing policy, authentication requirement, or allowlist restriction |
| Ingested Email Not Sent | Aiwyn received an invoice email but did not dispatch the client-facing email | Invoice not found, invoice already paid, $0 invoice, no recipient, deactivated invoice, or a general sending failure |
The Reason column contains the most specific available detail. For a bounce, this is often the recipient server’s SMTP response. When the report shows a generic reason, Support may need to inspect the underlying Postmark event.
How to act on a row
- Confirm the Type, Status, Email, and Reason.
- For an invalid address or hard bounce, correct the client’s email address in the system that owns the contact record.
- For a soft bounce, confirm the mailbox is available and resend the message.
- For an ISP block, ask the recipient’s IT team to allow the firm’s authenticated sender and Aiwyn’s sending IP ranges.
- For Ingested Email Not Sent, correct the invoice or client-data issue shown in Reason before trying again.
- Confirm the replacement email was delivered.
Undelivered Email Insights
Use Undelivered Email Insights for a filterable view of emails that failed to send or bounced. It covers client communications including invoices, statements, and engagement-related emails.
Defaults and data freshness
| Setting | Value |
|---|---|
| Default period | Previous rolling 30 days, controlled by Sent Date |
| Available history | October 8, 2025 forward |
| Planned retention model | Beginning October 1, 2027, current year plus one prior year |
| Aiwyn-to-warehouse latency | Approximately 60 minutes |
| Warehouse-to-report latency | Live after data reaches the warehouse |
| PMS-to-Aiwyn latency | Usually 5–10 minutes; CCH Axcess via DAU may take 4–24 hours |
KPI tiles
| Metric | Definition |
|---|---|
| Total Undelivered Emails | Count of emails that failed to send or bounced |
| No Attachment | Count of undelivered emails without an attachment |
| No Email Address | Percentage of clients in the results that have no email address on file |
Detail grid
The Undelivered Emails Detail grid is sorted by Sent Date Time, newest first.
| Group | Columns |
|---|---|
| Timing | Sent Date |
| Client | Client, Client Number, Client Group, Client Status, Outstanding AR, Ever Paid via Aiwyn |
| People | Partner, Billing Manager, Office |
| Message | Email Type, Subject Line, Email, Attachments |
| Outcome | Failure Type, Delivery Status, Failure Reason |
| Identifiers | File ID, Aiwyn Event ID, Firm |
Available filters include Sent Date, client fields, partner and billing manager, office, Email Type, Failure Type, Delivery Status, Failure Reason, File ID, Email, Attachments, Aiwyn Event ID, and Firm.
Sending IP ranges
Aiwyn uses Postmark to send email. If a recipient’s mail filter requires IP allowlisting, provide these CIDR ranges to their IT team.
| Range | Used for |
|---|---|
| 50.31.156.96/27 | Transactional emails |
| 104.245.209.192/26 | Transactional emails |
| 50.31.205.0/24 | Broadcast emails |