[FAQ] What to do when your customer/vendor can not receive email from GoFreight or open GoFreight's PDF documents.

1. Introduction

This guide addresses common issues your customers or vendors might face with receiving emails from GoFreight or opening PDF documents. By following the steps outlined below, you can troubleshoot and resolve these problems effectively.

2. Where to Use

This troubleshooting process applies when:

• Your customers/vendors do not receive emails from GoFreight.
• PDF documents sent from GoFreight cannot be opened or accessed.

3. What Can Be Changed

• Email configurations and spam filter settings.
• PDF viewer compatibility or software settings.
• Delivery methods for documents or emails.

4. Troubleshooting Steps

Steps to  Re-send or re-generate the relevant document.

1. Go to the relevant shipment file.
2. Click on "Tools" in the HBL section.
3. Select the desired document (e.g., Arrival Notice).
   
   
   
   
4. Click on the PDF or Email icon on the top of the preview page.
   
   
   
   
5. Send it to the customer or vendor.
6. Check your email Sent folder to ensure there are no bounce-back alerts.  
7. Follow up with the recipient.

• If the recipient receives the email or can open the PDF: The issue is resolved.
• If The recipient still cannot receive the email or open the PDF:

1. Advise them to contact their email server provider or IT department to check if the email is being intercepted. 
   1. If it is, request a detailed report from the provider along with their contact information.

Forward the detailed report to support@gofreight.com and cc the recipient's email server provider or IT department.