The PayNearMe (PNM) Message Report provides merchants with a list of consumer email and SMS notifications for different events that can occur in the PayNearMe payments flow. For each message sent, the Message Report records the delivery status, which provides merchants with insights into how consumers are engaging with payment notifications. This document provides an overview of the PNM Message Report and provides details about each delivery status contained in the report.

The PayNearMe Message Report

The PNM Message report lists the email and SMS messages sent to consumers within the reporting period. Typically, the reporting period is the previous business day, but can also be defined as the previous month, the previous day at a specific time (e.g., 7AM PST), or the previous day with multiple reporting times defined (e.g., 7AM, 12PM, 7PM, 12AM PST). PayNearMe can deliver the report via email or FTP upload using the merchant site’s payment report FTP credentials.

Merchants can choose to customize their PNM Message report with brand-specific header labels or preferred datetime formatting or can opt to use PayNearMe’s default reporting definition, which contains the following fields:

Event	Description
PMN Order Identifier	A unique string identifier used to identify orders in the PayNearMe system.
Site Customer Identifier	A unique, merchant-defined string identifier used to identify the customer in the merchant’s system. Typically, this parameter is used for account numbers or user IDs.
Site Order Identifier	A unique, merchant-defined string identifier used to identify orders in the merchant’s system.
Service	Indicates whether the message is one of the following: sms email
Phone	If the message was an SMS, this field will be populated with the consumer’s mobile phone number.
Email	If the message was an email, this field will be populated with the consumer’s email address.
Message Type	Indicates the event that triggered the message. For more information on each trigger event see "Understanding the Different Message Types".
Status	Indicates the status of the message: Delivered Sent Queued Processed Deferred Dropped Failed Stopped Bounced Blocked Opened Spam Report Unsubscribed Undelivered For more information on each of these statuses, see Understanding Delivery Statuses
Date Created	The date and time when the message was created.

Understanding the Different Message Types

Each notification that PayNearMe sends originates from a trigger event that occurs during the course of the payment flow. These trigger events include the following.

Event	Description
Order Confirmation	The merchant has created an order and PayNearMe has notified the consumer with an invitation to pay.
Payment Authorization	The consumer has authorized the payment in the Consumer Portal or verbally via the Agent Interface.
Payment Due Reminder	The consumer has a payment due.
Payment Receipt	The consumer has made a payment toward the order balance.
Payment Declined	The attempted payment by the consumer was declined.
Engagement	The merchant sent the consumer a customized engagement email or SMS.
Credentials Confirmation	The consumer has set up a registered account and now must confirm the set up.
Credentials Reset	The consumer requested to reset his/her password for a registered account.
Credentials Changed	The password was reset by the consumer for the registered account.
Registered User Message	The email associated with the registered account has been changed.
Payment Returned	The consumer’s ACH payment was returned by the bank.
Payment Link	An agent sent a consumer a payment link via the Agent Interface.
MP User Binding	An agent added a payment method to the consumer’s account in the Agent Interface.
Autopay Reminder	The consumer’s autopay schedule has an upcoming payment.
Autopay Modification	The consumer modified the contact information associated with
Autopay Payment Alert	A payment for the consumer’s autopay schedule is coming up.
Autopay Payment Receipt	The consumer’s autopay payment was successfully completed.
Autopay Failure	The consumer’s autopay payment failed, and the consumer will need to make different payment arrangements.
Autopay Suspension	The consumer’s autopay schedule has been suspended.
Autopay Payment Incomplete	The consumer’s autopay payment did not complete, and the consumer will need to make different payment arrangements.

Understanding Delivery Statuses

The delivery status of each PayNearMe notification depends on the type of message (i.e., email or SMS) and how the consumer and/or his/her email server interacts with the message.

Email Statuses

PayNearMe emails can have nine different delivery statuses with only one—Delivered—considered a success.

Delivered

When a message is registered as delivered, that means the receiving server has accepted the message and must decide what to do with it. Typically, this means the server either delivers the message to the intended inbox or sends it to the recipient’s spam or junk folder. Less frequently, a receiving server might choose to simply drop that message, which is akin to deleting it. In those cases, the message will not be findable to the recipient, even if he/she looks for it in the spam folder. Dropping a message is rare, though it can happen.

Almost always, the decision about where to put the message comes down to the reputation of the sender and the content that is being sent. Senders who generate excessive spam complaints from recipients, or senders sending content that is known by inbox providers to generate high rates of spam complaints, are much more likely to see their emails not make the inbox. Having a high percentage of delivered emails is great. However, getting emails delivered is only part of a successful email notification.

Processed/PreSend/Pending

Every email that PayNearMe prepares to send will display one of these statuses. The Processed/PreSend/Pending statuses just indicate that the message is ready to be delivered.

Dropped

This status indicates that an event occurred which prevented the message from successful delivery. The Dropped status could occur if the recipient previously reported similar messages as spam, the recipient previously unsubscribed to email notifications from PayNearMe, or if an invalid SMTP header was included in the message.

Deferred

A deferred event, or deferral, occurs when the receiving server indicates to PayNearMe that it has temporarily limited access to its email system. Think of it like a busy signal when making phone calls. This status does not mean that your message will not be delivered. Rather, it is a signal that your message will not be delivered immediately. This can happen for a variety of reasons, such as technical issues from the receiving server or previous excessive spam complaints from the sending email address.

When PayNearMe sees your mail being deferred at a particular inbox provider, we will continue to try to deliver that message for you for up to 72 hours. If a message to a recipient is deferred for more than 72 hours, that deferral will turn into a Blocked status. Otherwise, it will result in a delivery event once the receiving server has accepted the message.

Bounced

Bounces occur when the receiving server returns a code to PayNearMe that indicates that the reason for the refusal is a permanent issue with that server or recipient address. The most common reason for a bounced email is that the recipient’s address is not valid.

Blocked

Blocked emails occur when the receiving server returns a refusal reason that indicates a non-permanent rejection for that email address. Common refusal reasons include a sending IP or domain that the receiving server has labeled as “list denied,” the content of the emails contain elements that the inbox provider deems as “spammy,” or a technical issue occurred between the two servers when PayNearMe attempted to send the email. While elevated rates of spam complaints will mean more emails are filtered to the spam folder, they can also result in blocks due to a poor sending reputation.

Opened

The Opened status indicates that the recipient viewed the email with images turned on. PayNearMe uses a transparent image beacon to track opened messages. This beacon is the only way you can tell if a consumer opened the email.

Spam Report

A Spam Report status indicates that the recipient reported the email as spam to his/her Internet Service Provider.

Unsubscribe

The Unsubscribe status indicates that a recipient has unsubscribed from your mailings. To ensure fewer spam reports and a higher engagement rate, remove the email from your lists once you receive that Unsubscribe status.

SMS Statuses

PayNearMe’s SMS messages can have up to six different delivery statuses.

Queued/PreSend/Pending

These statuses indicate that PayNearMe has created the message and is about to send it. All new messages sent from PayNearMe are created with one of these statuses (typically Queued).

Delivered

This status indicates that the carrier (and, where available, the destination handset) has confirmed the message was successfully delivered to the recipient.

Sent

A Sent status indicates that the message was sent, but PayNearMe has not received updated delivery information (i.e., final delivery status) from the carrier. Typically, a Sent status will be replaced by a Delivered or Undelivered status within seconds or minutes.

Undelivered

This status indicates that PayNearMe has received a delivery receipt indicating that the SMS message was not delivered. This can happen for several reasons, including carrier content filtering or the availability of the destination handset.

Failed

This status indicates that the message could not be sent. A Failed status can occur for various reasons, including queue overflows, account suspensions, and media errors.

Stopped

The Stopped status indicates that the recipient unsubscribed from SMS notifications by replying to PayNearMe with a STOP command. Once unsubscribed, the recipient will no longer receive SMS messages from PayNearMe.