How to review and action Undeliverable mail

If Payreq can’t match a mail item to an active subscription—due to a missing, expired, or mismatched Contact—it will appear in the Undeliverable tab. This is your opportunity to investigate, resolve, and manually reprocess or reprint the item if needed.

Step 1: Go to the Undeliverable Tab

1. Log in to the Payreq Console.

2. Click on the Mail tab.

3. Select the Undeliverable view.

You’ll see a list of documents that were not delivered digitally, along with details like:

• Account number

• Customer name

• Document type

• Upload date

Tip: Use the filters to search by document type, delivery run, or date range to focus on the latest batch.

Step 2: Investigate the Cause

Click into any undeliverable mail item to view its metadata and delivery history.

Check for:

• Missing or incorrect Contact information

• Spelling differences or formatting mismatches in the Contact name

• Expired or deregistered subscriptions

• Bulk mailbox conflicts (e.g. agent is no longer managing the property)

You may also want to cross-check against:

• The Contacts tab

• The Subscriptions > Deregister? view

Step 3: Take Action

Based on your investigation, you can take the following actions:

Option A: Update Contact Information

If the Contact name or reference is incorrect, update it in the Contacts tab. Once corrected, the system may automatically rematch the mail item (or you may need to re-upload the document).

Click here for more information on how to update or modify a contact.

Option B: Reprint or Forward

If the item needs to be re-sent:

• Download the document directly from the Undeliverable view

• Print it manually, or send it by another method (e.g. internal mail)

Option C: Mark as “Undeliverable Actioned”

Once you’ve taken an appropriate action (e.g. reprinted the item), you can mark the item to remove it from the queue:

1. In the Undeliverable list, click the Action menu (three dots)

2. Select Mark as Undeliverable Actioned

This flags the item as reviewed and handled, but it will still appear in the Archive for traceability.

Step 4: Monitor for Recurring Issues

After each billing run, review the Undeliverable tab for patterns like:

• High volume from a specific document type or account range

• Missed agent transitions (e.g. properties not removed from MyBills Agent group)

• Metadata errors in uploaded files

Flag these issues with your billing or mailhouse team to prevent repeat errors.

Best Practices

• Set a regular cadence to review undeliverable mail after each upload

• Coordinate with your mailhouse on formatting consistency

• Always archive proof of manual actions (e.g. print logs, forwarded emails)

• Encourage customers to resubscribe if delivery failed due to deregistration