Weighsoft doesn't actually send out any emails itself. Weighsoft generates the emails and passes them onto your own email server to be sent on from there. The email server checks the generated email and if the address looks valid then the server will respond with an "ok" message, at which point Weighsoft marks the email as "Sent".
If an email shows as Sent in Weighsoft, but the customer is saying they have not received it, it could be one of the following issues:
The email was not sent from your email server to the customer.
Although Weighsoft has passed the email to your server the server could have additional criteria that an email must meet in order to be sent, for example:
Size - the server might have a size limit on outgoing emails. if the email I question has lots of images or tickets attached it could cause this to be exceeded.
Suspected spam - the servers might have strict filters in place to stop certain emails from going out.
the only way to check these would be to talk to your IT team. They will be able to check the outgoing emails and confirm if the email was sent *(you will need to provide them with the customer's email address and the time of the email)
The email was not received by the customer
The above mailbox filters could also be in place on your customer's email server. So for example an email might be rejected on their end if it is over a certain size, or they may have filters in place to only allow emails from specific addresses.
Once you have confirmed with your IT team that the email was in fact sent out, the first port of call would be to contact your customer and ask them to check their spam folder for the email. if their server filters have flagged the email from Weighsoft as potential spam then it could be put in here.
If the email still cannot be found then your customer will need to talk to their own IT team to see if any of the above filters or limitations have been placed on their server.