Held while an upload waits to be read
When a subcontractor sends a file through their upload link, they are told reminders pause while it is reviewed. So chasing for that subcontractor is held (not canceled) while the document is unread. The subcontractor’s page says:Chasing is paused while the certificate subcontractor sent is waiting to be read. Record it or mark it read to resume.
The notice on a subcontractor page while an uploaded file waits to be read.
- you choose Record it and record the certificate (the document is marked read); whatever is still due afterwards is sent;
- you choose Mark read without recording anything, for example because the file was the wrong document; or
- the document has been unread for 14 days.
Withdrawn because something changed
A queued reminder is withdrawn, not sent, when its reason has gone away before it goes out:- a renewal on file now carries the cover past the chased expiry;
- a new certificate was recorded, or the finding it was about is no longer in the latest verdict;
- the requirement changed, so the email would quote an old figure;
- the coverage is no longer mandatory in the subcontractor’s template;
- a later rung for the same expiry is already queued;
- the subcontractor was archived.
When chasing stops altogether
No chase email is sent while any of these is true. In the first three cases, reminders are still generated and listed under Reminders.
When chasing is on but the trial has ended, the app says “Nothing is being sent.” and that queued reminders are held.
The notice on Reminders while chasing is off.
When you cancel a reminder
Choosing Cancel on a queued reminder, or Don’t send this reminder when reading it, stops that email. A canceled reminder is not sent again: the next email for that subcontractor is the next rung, or the next gap on a new certificate. Anyone on the team can cancel a reminder, and canceling still works after a trial has ended. A reminder that is already going out cannot be canceled: “That reminder is already being sent and cannot be canceled.”Delivery problems
If sending fails because of a temporary problem, WatchMyCover retries, up to five attempts, waiting longer between each. The same goes for a mail server that refuses the message for a reason that is not about the address, such as a full mailbox or a policy block. After five attempts the reminder is marked Failed with the reason, and the same chase is queued afresh the next time reminders are generated, so a passing outage does not end chasing for that gap. If the recipient’s mail server refuses the address itself (no such mailbox), the reminder is marked Failed and says the address was refused, and that chase is not tried at that address again. Correct the email on the subcontractor’s page and it goes to the new address. Either way, a notification appears under the bell: “A chase to subcontractor could not be sent”, once until somebody reads it. A problem can also be reported after a reminder was sent. When the mail provider reports that a reminder bounced (the address does not exist or refuses mail, or the provider gave up after a full mailbox or a mail server that did not answer) or that the recipient marked it as spam, the reminder shows that under Reminders and in the subcontractor’s Chase history, the subcontractor’s page says nothing more is sent to that address, a notification appears under the bell, and the subcontractor’s History records it. Nothing more is sent to that address, including receipts and confirmations, and queued reminders for it are held. Change the subcontractor’s email address and chasing resumes at the new one: everything still outstanding is sent there, including what had gone to the old address. If a reminder bounced but the address is correct (a full mailbox, or a mail server that was down), choose email it again in the notice on the subcontractor’s page. WatchMyCover clears the address with the mail provider, sends what bounced, and carries on chasing. If the mail provider will not clear it, you are told, and nothing changes. This is not offered after a reminder was marked as spam: that person has asked not to be emailed, so use a different address. If the reminder was also copied to the subcontractor’s insurance agent, a bounce like this is put down to the agent’s copy first, as the next section says. A reminder the mail provider refuses to send because the address bounced or was reported before is treated as a bounce and shown the same way. A reminder the provider reports as delivered says so; one it reports as delayed shows sent, delivery delayed until it is delivered.When it was the insurance agent’s copy
A chase is sent to the subcontractor with their insurance agent copied. If it is the agent’s address that bounces or reports the email as spam, the subcontractor is still chased and the agent is simply no longer copied. The subcontractor’s page says so, with the address and the date, and a notification appears under the bell. Change the agent’s email on the subcontractor’s page to copy them again. A bounce or spam report names the email, not always the recipient. WatchMyCover reads the mail provider’s report to tell which of the two addresses it was. When the report does not say, what happens depends on the kind of report:- A temporary bounce (a full mailbox, a mail server that was down, a domain that did not answer) is put down to the agent’s copy. The agent is no longer copied, the subcontractor is still chased, and the reminder that reached them is not shown as bounced. The next reminder goes to the subcontractor alone, so if it was their address that bounced after all, that reminder bounces too and is then reported as theirs, one reminder later. The agent stays off the copy at that address, for this subcontractor and any other with the same agent, even if the agent’s address was fine. To copy them again, enter a different address for the agent, or write to us and we will clear it.
- A permanent bounce or a spam report is treated as the subcontractor’s address. If that was wrong and the subcontractor’s address is fine, choose email it again on their page after a bounce; after a spam report, use a different address.