Dispatch Logs
When a customer says they never received an email, Dispatch Logs is where you find out what actually happened. It answers one question: what has this StoreFront sent to this person, and when.
The screen works one customer at a time. There is no way to browse all dispatch activity, so you need the customer's email address before you start.
Main Menu → StoreFronts → (select your StoreFront) → Communication → Dispatch Logs
Look up a customer
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Enter the customer's email address in Customer email.
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Click Search.
The address must be an exact match. Dispatch Logs looks up a specific customer record rather than searching for partial matches, so a typo or a different address on the same person returns nothing. If no record matches, the screen tells you that no dispatch-log customer was found for that address and you can correct it and try again.
Once a customer is loaded, a Search another customer button appears at the top of the screen so you can move on without navigating away.
Read the journey
A successful lookup replaces the search form with that customer's journey: every dispatch event recorded for them, grouped into a card per flow or campaign, with the events inside each card on a timeline.
Each group header names the flow or campaign and how many events it holds. If UltraCart cannot resolve which flow or campaign an event belongs to, the group is labelled Unknown flow or campaign rather than being dropped, so nothing goes missing from the history.
Each event on the timeline shows:
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the date and time it was recorded
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the step that produced it, by its name in the flow or campaign
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the step type, such as Send Email, Send SMS, Send Post Card, List Subscribe, or Time Delay
Steps that only move a contact through the sequence appear alongside the ones that send something. That is deliberate: a Time Delay or Condition event is often the thing that explains why an email has not arrived yet.
Narrow what you are looking at
Four controls sit above the timeline.
| Control | What it does |
|---|---|
| Date window | Last 24 hours, 7 days, 30 days, 90 days, or a custom range. The custom range takes a From and a Through date, then Apply dates. |
| Flow or campaign | Limits the view to one flow or campaign. Only appears when the loaded events span more than one. |
| Step type | Limits the view to one type of step, for example only Send Email events. Only appears when the loaded events span more than one type. |
| Order | Most recent first, or Oldest first to read the journey the way the customer experienced it. |
The date window decides what gets loaded from the server. The flow and step type filters apply to what is already loaded, so if a filter empties the screen, widen the date window rather than assuming there is nothing there.
The date window is the first thing to change when a lookup comes back empty. It does not default to all time, so an email from two months ago will not appear until you widen the range past it.
Events load 100 at a time. If more exist, a Load older events button appears at the bottom.
Open a single event
Click the arrow at the right of any event to open Event Detail. It shows:
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the flow or campaign and the step, as a breadcrumb
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the customer's email address and the timestamp
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the step, flow, and record identifiers, useful when you are working a support case
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the recorded detail for that dispatch, syntax-highlighted
View Raw JSON switches the body between the recorded detail and the raw record. Use the raw view when you need a field the formatted view does not show, or when you are sending the record to support.
If a record has aged out, the dialog says the dispatch log record was not found rather than failing silently.
A note on the other dispatch log
The Step Activity dispatch log inside the Flow builder is a different view of the same data. It is scoped to one step of one flow across all contacts, where this screen is scoped to one contact across everything. Use Step Activity when you are asking "is this step working", and Dispatch Logs when you are asking "what did this person receive". For the flow-side view, see Troubleshooting survey and form flows.