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Where Communications Live

  • Communications: the global email log for order confirmations, invoices, shipping notifications, quotes, statements, and customer messages.
  • Account > Communications: sent history, one-off template email, email preferences, and monthly AR statement settings for one account.
  • Document send buttons: order, invoice, return, and purchase order pages can send customer or vendor documents into the same log.

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Review the Email Log

  1. Go to Communications.
  2. Use the KPI cards to check sent count, delivery rate, and failed count for the current page of results.
  3. Search by recipient email, recipient name, or subject.
  4. Use the status filter for Sent, Delivered, Bounced, Spam Complaint, Failed, Skipped, or Pending.
  5. Click View in the Source column when the email is tied to an order, invoice, return, or purchase order.
Communications email log with KPI cards, status filter, and email table

The global Communications page shows email status, template, source link, preview action, and resend entry point.

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Preview and Resend an Email

  1. Click Preview on the email row.
  2. Review the recipient, sent time, template, status, and email body.
  3. To resend, confirm the recipient or enter a replacement address.
  4. Add CC, BCC, or a custom note only when your team needs that extra context.
  5. Click Resend.
Email Preview modal with resend fields

Preview lets you inspect the stored email body and resend with a replacement recipient or optional note.

Resend with care Resending creates another customer-facing email. Check the recipient, subject, and source document first, especially when the original message bounced or failed.

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Status Reference

  • Sent: Arcus sent the email to the mail provider.
  • Delivered: the receiving system accepted the email.
  • Bounced: the receiving system rejected the email.
  • Spam Complaint: the recipient or mailbox provider reported the email as unwanted.
  • Failed: Arcus could not send the email.
  • Skipped: Arcus intentionally did not send, usually because a preference or requirement blocked it.
  • Pending: the email is still waiting for a final result.

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Mailbox-Side Troubleshooting

Delivered means the receiving mail system accepted the message. It does not guarantee the recipient noticed it in their inbox. When a customer says they cannot find a delivered email, troubleshoot both Arcus and the customer’s mailbox.
  1. Confirm the recipient address and spelling.
  2. Open the email preview and confirm the subject and source document.
  3. Check whether the status is delivered, bounced, spam complaint, failed, skipped, or pending.
  4. Ask the customer to check inbox search, junk, quarantine, focused inbox, rules, and blocked senders.
  5. Resend only after confirming the correct address and template.
  6. If the mailbox provider silently filters the message, work with the customer’s IT team and review sending-domain setup.

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Manage Account Communications

  1. Open the account.
  2. Go to the Communications tab.
  3. Use Sent History to review emails sent to that account.
  4. Use Send Email to send a one-off template email with an optional note.
  5. Use Email preferences to control which templates the customer receives.
  6. Use Monthly AR Statement when the customer should receive monthly statements.
  7. Click Save changes after preference edits.
Account Communications tab with sent history and email tools

The account Communications tab is the account-specific workspace for history, one-off email, preferences, and monthly statement settings.

Account email preferences with monthly statement and template toggles

Email preferences are saved per account, with a dedicated Monthly AR Statement toggle and warnings for transactional emails.

Use account preferences for exceptions If one customer should stop receiving a certain type of email, change that account’s preferences. Use global email settings only when you want to change behavior for the whole entity.

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Transactional Email Warnings

Order confirmations, receipts, shipment notices, and other transactional emails are part of the customer workflow. Arcus asks for confirmation before staff override transactional email behavior because turning those off can create service and compliance problems.
Monthly statements have two switches Monthly AR statements require the account-level Monthly AR Statement setting and the entity-level statement email setting. If either one is off, the customer may not receive the monthly statement.

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Monthly Statement Review

  • Account toggle: the customer account must be enabled for monthly AR statements.
  • Entity setting: the entity-level statement template and schedule must also be enabled.
  • Customer email: the account needs a valid billing or primary email.
  • Email preferences: account preferences can skip optional templates.
  • Email Log: use the log to confirm sent, skipped, failed, bounced, or delivered status.

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Common Blocks

  • No primary email: add an email address to the account before sending.
  • Send Email disabled: you may not have account edit permission, or no template is selected.
  • Preference changes not applied: click Save changes after toggling templates.
  • Email skipped: review account preferences and the related global email settings.
  • Email bounced: confirm the address with the customer before resending.
  • Source link missing: some manual or older emails may not be tied to a source document.

Account Management

Create customer and vendor accounts with terms, addresses, and preferences.

Invoice Management

Find, create, post, send, pay, correct, and void customer invoices.

Record Customer Payments

Record cash, card, ACH, check, wire, external, terms, or credit payments.

Integrations

Connect Stripe, marketplaces, shipping, email, and other services.

Email Configuration

Configure sending domain, provider setup, and delivery troubleshooting.