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Start by checking the “Mail” tab and use filters to search for the customer’s name, Contact ID, or document type.
If it shows as “Delivered” → Ask the customer to check their BPAY View, email, or Smart Mailbox
If it shows as “Undeliverable” → Check that the Contact is active and properly configured
If it shows as “Pending” → Wait and check again in 10–15 minutes. It may still be processing
Still stuck? Export the delivery report and raise a support ticket with the contact details.
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