Email notifications marked as spam
If Upper's delivery notification emails land in customer spam folders, the usual cause is the shared default sender. Sending from your own server fixes most cases.
If customers report that Upper's delivery notification emails are going to their spam or junk folder, the email itself is sending correctly — it just isn't being trusted by the recipient's mail provider. The most reliable long-term fix is to send notifications from your own email server so the messages come from a domain your customers already recognize.
Why this happens
By default, Upper sends notification emails from a shared Upper sender address. You can see this address at the bottom of any notification template editor, which shows the line "Email will be sent from..." followed by the sender. Because that address is shared and isn't on your own domain, some mail providers — especially strict corporate filters — treat the message as unfamiliar automated mail and route it to spam.
A spam-filtered notification reaches the customer the same way no notification would: they still call asking where their order is. So it's worth fixing at the source, not just asking customers to dig through their junk folder.
Quick wins (try these first)
These don't change any settings and often resolve individual reports right away:
Ask the customer to check spam and junk
The message is usually sitting there. Have them open it so the provider registers the interaction.
Have them mark it "Not Spam"
Most email providers learn from this. Marking one message as not-spam makes future messages from the same sender more likely to land in the inbox.
Ask them to add the sender to their contacts
Adding the sender address to their address book is the strongest signal a customer can give their own provider that your messages are wanted.
Fix the root cause: send from your own server
Upper includes a Branded Notification option that lets you send customer emails through your own email (SMTP) server instead of the shared Upper sender. When emails come from your own domain, customers recognize them and providers are far less likely to filter them.
Open notification settings
Go to Settings > Notifications and scroll to the Branded Notification section ("Custom Email & SMS Configuration").
Open Email Configuration
Select Email Configuration. This is where you connect your own SMTP server for sending branded emails. (A separate SMS Configuration button connects your own Twilio account for branded text messages.)
Enter your server details and save
Provide your email server details, then save. Once configured, notification emails send through your own server and from your own domain.
Branded SMS works the same way: use SMS Configuration to connect your own Twilio account so text notifications send from your number instead of a shared one.
Still landing in spam?
Some recipient mailboxes — particularly locked-down corporate domains — block automated mail regardless of the sender. For those customers, sending an SMS notification instead is the most dependable option.
Your workspace may use Technician and Service labels (for example, "Out For Service") instead of Driver and Delivery. These labels are configurable and don't change how notification deliverability works.
Related
Specify pickup vs. delivery for a stop
Mark each stop as Delivery, Pickup, or None in Upper. Stop type shows in the driver app, can be added as a column, and clarifies the action at each location.
Notifications not coming through
Customer notifications not sending and history is empty? The cause is usually a disabled trigger, missing contact data, or empty SMS credits. Run these checks.