Transactional Email

Trace & Recover

Give Customer Service the Power to Resend Emails—Without Application Access

Resolve email requests in seconds. Not hours
When a customer says, “I never received the email, could you send it again?”, resolving that simple request can become surprisingly complicated.
The original email may have been generated by an ERP, CRM, e-commerce platform, or another business application. Customer service teams often don’t have access to these systems. And they shouldn’t need it just to resend a message.
Quickly find a previously sent transactional email, preview it, and resend it directly from the Retarus administration portal. Without accessing the application that originally generated the email.

Resolve requests on the first contact.

Turn a frustrating customer interaction into a fast resolution
For customer service teams, every unnecessary escalation adds time and cost. Trace & Recover puts the ability to resolve common email requests directly in the hands of the people speaking with your customers. Resolved in a matter of a few clicks.
No ticket to IT. No request to an application specialist. No need to navigate a complex back-office system.

Learn more in our Documentation

Get in-depth details, learn about specific product features, and more
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Fewer handoffs. Faster answers. Happier customers.

Give agents the tools they need to handle email-related requests themselves. Instead of escalating a simple resend request to another department, authorized employees can locate and resend the original message directly.

No need for access to the originating application

Trace & Recover separates the resend process from the application that originally generated the email.

Whether the original message came from an ERP, CRM, e-commerce platform, or another business application, agents can work through the Retarus administration portal rather than requiring access to the underlying system.

This is particularly valuable in complex application environments where:

Customer service employees don't have application access
Different teams manage different business systems
Application workflows are too complex for occasional users
Access rights are deliberately restricted

Find the right email quickly

Agents can search for stored transactional emails using information such as date and time, Reference ID, or Campaign ID. Once located, the message can be previewed before it is resent.
That means agents don't have to guess which message to send or ask another team to find it.

Correct the recipient when necessary

Sometimes the email was sent to the wrong address because of a typo or outdated customer information.
With the appropriate permissions, agents can edit the recipient address before resending the message. Additional recipients can also be selected from those associated with the original email.

Keep the process controlled

Trace & Recover isn't an unrestricted resend function. Access can be managed through dedicated permissions.
This allows organizations to give customer service teams the capabilities they need while maintaining appropriate access controls.

Make email resending a customer service capability, not an IT task.

Imagine a customer calling about a missing:

Order confirmation
Invoice
Shipping notification
Account document
Registration email
Service notification
Other transactional communication

Instead of saying “We'll have someone look into that and get back to you,” your agent can often resolve the request while the customer is still on the phone.

Reduce escalations. Shorten resolution times.

Every unnecessary handoff creates friction for your customers and your employees.

Give authorized customer service and contact center teams direct access to the emails they need to recover.

Decrease customer wait time: agents can act during the initial interaction.
Reduce internal escalations: fewer requests to IT or application specialists.
Minimize operational complexity: no need to reproduce an application workflow simply to resend an email.

Remove customer frustration

Customers get the information they need without unnecessary delays.

How Trace & Recover works

Email is sent

Your business application sends a transactional email through Retarus Transactional Email.

Email is securely held for recovery

Emails marked for Trace & Recover are stored in short-term storage for 45 days.

Customer contacts your service team

The customer reports that an email wasn't received or needs to be sent again.

Agent searches and previews

The authorized agent uses Transactional Email Live Search in myEAS to locate the message and review its details.

Agent resends the email

The message is resent through the Retarus Transactional Email infrastructure. The recipient can even be adjusted if needed.

The customer gets the information they need

No application restart. No unnecessary escalation. Just a faster resolution.

Why put customer service in control of the resend?

Your customers shouldn't have to wait for an IT team to resend an email. Customer satisfaction can erode with every second they wait. Resolving their requests quickly, in a matter of seconds, means happier customers. Furthermore, resending emails without needing access to originating applications creates a smoother customer experience, more efficient support operations, and fewer unnecessary application dependencies.