Problems that are not yours.
WHAT ARRIVES
Problems with a customer's domain registrar Their email client Their internet connection Software they installed A payment provider
WHAT TO ESTABLISH FIRST
Whether it genuinely is not yours.
WHY FIRST
Assuming it is external is a common and damaging mistake.
HOW TO ESTABLISH IT
Test your own side, and show the result.
WHAT TO PROVIDE
Evidence, not assertion.
WHAT EXAMPLES LOOK LIKE
The message left our server at this time, accepted by theirs The domain points to a different provider
WHY EVIDENCE MATTERS
Without it, the answer sounds like avoidance.
WHAT TO DO NEXT
Explain what they should ask the other party.
WHY THAT HELPS
Customers frequently cannot describe the problem to the third party.
WHAT TO GIVE THEM
The specific information to pass on.
WHAT TO OFFER
To speak to the third party, if authorised and reasonable.
WHY THAT IS SOMETIMES WORTH IT
It resolves the problem, and the goodwill is substantial.
WHAT TO BE CAREFUL WITH
Taking on unbounded responsibility for other people's services.
WHAT TO STATE
What you will and will not do.
WHAT TO RECORD
Recurring third parties causing problems.
WHAT THAT MIGHT JUSTIFY
Documentation, or a different recommendation.
