When uploading mail to your portal or app, you may encounter a situation where a recipient’s name, business name or mailbox number does not appear in the suggestions. This article provides guidance on handling such scenarios effectively.
Reasons a Recipient Name Might Not Be Found
Unverified Account: The customer’s account may not yet be fully verified.
Missing Recipient or Business Name: The recipient’s name or business name has not been added to the account.
Recommended Actions
Option 1: Return the Mail to Sender
If you cannot identify the recipient or mailbox, it is recommended to return the mail to the sender.
Reason: You are not authorized to receive mail on behalf of an unverified renter.
Option 2: Verify with the Renter
Search by Mailbox Number or any related information on the mail:
Enter the mailbox number, name or business name into your portal to check if an account appears.
You can also follow these steps to check if this recipient is unverified: How to Locate New Customer Applications and View All Pending Applications in Your Portal
Option 2: Verify with the Renter
Search by Mailbox Number or Related Information:
Enter the mailbox number, name, or business name into your portal to check if an account appears.
To check if the recipient is unverified, refer to: How to Locate New Customer Applications and View All Pending Applications in Your Portal
Contact the Renter:
If you suspect an account is linked to the mail, contact the renter via email or phone to confirm if the mail belongs to them.
To find the renter’s contact information:
Navigate to Customers > Renter.
Search by name or mailbox number.
Click on the renter’s name, go to Details, and scroll to the email/phone section.
Confirm and Update Account Information:
If the renter confirms the mail is theirs, advise them to add the recipient’s name or business name as an authorized recipient on their account and complete the verification process.
Helpful Resources: