Templates and routing
Open Email & templates → Templates. Edit subject/body and active state with email.manage. The template engine renders allowed placeholders as text; it is not a PHP/Blade execution surface. Preserve required action URLs and truthful billing amounts. Disabling a template prevents new queued records for that template; it does not mean earlier issued invoices were cancelled.
Mail records freeze customer/brand ownership, recipient, rendered content, sender envelope and portal link when queued. Credentials stay in the SMTP profile. Staff alert recipients are checked again for the required permission and unchanged email before delivery.
Outbox states
Filter Outbox by recipient, channel and status. Pending may lack a verified route. Queued waits for the configured worker. Sending has a bounded delivery claim. Sent records accepted completion. Retry wait is a bounded eligible retry. Uncertain means the server may have accepted a submission but the application cannot safely confirm its outcome. Failed/error records require inspection.
A recent scheduler heartbeat does not prove one message was delivered. Immediate and queued sends share the durable claim rules; operators should not launch another worker or repeatedly resave a record to force mail.
Explicit recovery
Staff with email permission and fresh protected confirmation can supply a meaningful reason to retry the original message. An uncertain submission requires duplicate-risk acknowledgement. If independent provider evidence proves delivery, choose the operator-confirmed delivery action and supply the required provider confirmation/reason; it records the decision without sending again.
A retry preserves the original financial meaning, recipient, brand and audit trail. Do not switch another seller's SMTP route, alter its deduplication key, delete the row or fabricate a new invoice to clear a hold. Verify the chosen profile before recovery. If PDF rendering failed before SMTP, fix renderer readiness; if the network failed after submission, review provider logs before retry.