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One respondent told me he didn't receive the email. How to deal with?

Forum|Forum|5 years ago
August 27, 2020
5 replies
967 views

yaozhao

One respondent told me he didn't receive the email. "No survey has arrived"
So I send him again. In qualtrics, I contacted him as the single list. And my record in Qualtrics showed that email sent.
However, he told me again, "Nothing has arrived". In this case, how should I do?
I also have other respondents who told me the same problem. I resend and they received the 2nd email. But this guy didn't receive the 2nd email. How should I do now?

Best answer by bstrahin

yaozhao, brianj is telling you to download the history because that file also contains the individual link JenCX told you to send.
So, you need to

Download the history

Find the person you are emailing with in the history

Copy and paste the survey URL from their record (row) into the email where you are responding to people who aren't getting the link

+11

JenCX
Level 5 ●●●●●
Forum|Forum|5 years ago
August 27, 2020

It could be an issue with his spam folder. Sometimes my surveys get caught up in that.
Since you've already tried resending the email, I would recommend creating an individual link for him and sending him that directly.

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B

+10

brianj
Level 2 ●●
Forum|Forum|5 years ago
August 27, 2020

Even after whitelisting the IP addresses for the Qualtrics servers, I occassionally hvae respondents who do not receive an emailed survey invitation. Depending on the email provider your respondent is using it may also end up in a folder called "Clutter".
As Jen alluded to, you can access an individual's survey link by downloading the Distribution History. You could then send the link directly to the respondent.