Email delivery timeline + suppressions

Every reservation gets two compact tracks, sourced from the most recent send of each kind:

• Signing invite: Queued → Sent → Delivered → Opened → Clicked → Signed, or terminal Bounced / Complained.
• Completion copy: only appears after Signed. Queued → Sent → Delivered → Opened → Viewed copy, or terminal Bounced / Complained.

Hover or tap a step to see its timestamp. Opened shows "(N total)" when the guest opened more than once. Viewed copy shows the same count for visits to the durable /c/ URL.

Two signal sources feed the timeline:

• Mailgun webhooks: every delivered, failed, complained, unsubscribed event the sending provider sees lands on the reservation within seconds.
• In-house pixel + click handlers: a 1×1 transparent pixel on the email body and a click wrapper on the signing-link CTA. These mark Opened and Clicked even when the recipient's mail provider strips the third-party tracker.

A note on trust: Opened is advisory. Apple Mail's Privacy Protection pre-fetches images, which fires our pixel without a human ever reading the email. You'll see the open seconds after delivery. Clicked, Viewed copy, and Downloaded copy PDF are the trustworthy human-action signals.

On the Reservations list, a small red dot next to a row's status means the most recent signing invite or completion copy ended in a terminal Bounced. An orange dot means Complained (the recipient marked an email as spam).

A dot is your cue to act. Open the reservation, check the timeline for which email kind bounced, and use the recovery flow below.

Two buttons on the reservation rail, always visible while applicable:

• Copy signing link: visible until the reservation is signed. Copies the /sign/<token> URL to clipboard so you can paste into the Airbnb DM thread.
• Copy guest's copy link: visible after the signature lands. Copies the durable /c/<copy_token> URL the completion email pointed at.

Both buttons also surface inline next to a Bounced badge with the prompt: "Email didn't deliver. Paste the link into your Airbnb message thread."

The Airbnb relay address is convenient when it works; when it doesn't, the Airbnb DM is more reliable. The copy-link button is the bridge.

From the reservation, Resend signing email attempts the original address again. The token doesn't rotate. The link the guest may have already opened still works. Every resend lands as a new entry on the signing-invite timeline so you can see whether the second attempt delivered.

Resending to a suppressed address (see below) is silently a no-op on the send side. The timeline records a Queued → Failed pair with the suppression reason. Switch the guest email to a different address and resend, or use Copy signing link to paste into the Airbnb thread.

A suppression is an address PreArrive has stopped sending to. Two events add an address to the list:

• Complained: the recipient marked one of our emails as spam. Continuing to send hurts our sending reputation, which hurts every other host's deliverability.
• Unsubscribed: the recipient clicked the unsubscribe link in a footer.

A reservation whose guest email is suppressed shows a small discreet notice on the detail view: "Guest marked an email as spam. Future sends to this address are blocked." The signing-invite timeline shows Queued → Failed instead of attempting the send.

Soft bounces (mailbox full, temporary failure) are not suppressions. Mailgun retries those internally on its own schedule; if it gives up, the address ends up Bounced (a terminal state for that send) but not suppressed. The next reservation can try again.

Every signing invite and every reminder carries a one-click unsubscribe control, the "Unsubscribe" link Gmail, Apple Mail, and Yahoo render at the top of the message, next to the sender. It's required by the major inbox providers for this kind of mail, and having it is part of what keeps your invites landing in the inbox rather than spam.

If a guest uses it, PreArrive stops the automated emails for that one reservation: no more reminders, and the scheduler won't auto-send for it. It's scoped to that reservation only. It doesn't touch your other guests or block you from sending manually. The guest's existing signing link still works, so they can come back and sign whenever they're ready.

Two things worth knowing: the completion-copy email (the signed-copy receipt after they sign) does not carry the unsubscribe control. It's a transactional receipt, not a reminder. And unlike a spam complaint, a one-click unsubscribe doesn't suppress the address globally; it only quiets the automated cadence on the reservation the guest unsubscribed from.

The list is per-sending-domain, not per-reservation, and exists to protect deliverability. To get an address unsuppressed, contact support. We can review the entry and, if it was added in error (e.g., a corporate spam filter false-positive that the guest didn't actually trigger), remove it on a case-by-case basis.

In practice the faster fix is to send to a different address: ask the guest in the Airbnb thread for a personal email, update the guest email on the reservation, and resend.

Underneath the two compact timelines, the reservation detail view has an expandable Delivery log section with the full chronological list: every sent attempt, every webhook event, every pixel hit, every /c/ visit, each with timestamp, truncated IP, and user-agent.

Useful during a Resolution Center dispute or for our support team if you write in. The log includes both the signing-invite and the completion-copy threads.