The Return Mail Report identifies clients whose physical mail, such as statements, notices, or tax slips, has been returned as undeliverable. By regularly reviewing this report, you can take corrective action to update client address records and avoid missed communications..
What is Returned Mail?
Returned mail occurs when client correspondence sent to the mailing address on file is returned by the postal service due to an incorrect, incomplete, or outdated address. This may result from a client relocating without updating their address, errors during account setup, or temporary delivery issues.
Why Clients Appear on this Report
Clients appear on the Return Mail Report when one or more pieces of correspondence sent to their mailing address have been returned as undeliverable. Returned mail may indicate that the address on file is no longer valid or requires correction.
How this Impacts Clients
Returned mail prevents clients from receiving critical documentation, including account statements, tax slips, and regulatory notices. This may lead to compliance issues, service delays, or clients missing important deadlines. Promptly resolving these issues ensures continued delivery of essential account communications.
How to Access the Return Mail Report
To access the Return Mail Report:
- Log in to the CRM portal.
- From the left navigation menu, click CRM > Contacts.
- On the contact’s index page, you can access the report as a saved view by clicking +Add view to the right of the tabs on the index page, and selecting Return Mail Report from the dropdown.
The report will display a filtered list of clients whose mail has been returned as undeliverable.
Best Practices
- Review the Return Mail Report regularly to ensure client address information is accurate and up to date.
- Contact clients proactively to confirm their mailing address whenever mail is returned.
- Validate client address information during periodic KYC updates to reduce future return mail incidents.