Customer says they didn't get a reply.

You replied, the inbox says delivered, but the customer says nothing arrived. Walk through what to do.

First, check the delivery status

Open the conversation in your TapText inbox. Find your reply. Look at the small status indicator next to it:

Delivered. The carrier confirmed receipt by the recipient's phone. The message landed. If the customer says it didn't, see the next sections.
Sent. The carrier accepted it but hasn't confirmed delivery yet. Wait a few minutes.
Failed. The carrier rejected it. See SMS isn't being delivered.

If status says "Delivered" but they still didn't get it

"Delivered" in SMS terminology means the carrier handed the message off to the recipient's phone. After that, the message can still be hidden from the customer for a few reasons:

1. Spam folder on their phone

iPhone has a "Filter Unknown Senders" toggle that puts SMS from new numbers into a separate folder. Same on Android with carrier-level spam filters. Tell the customer to check their unknown senders or spam folder.

2. They blocked your number

If they previously blocked your TapText AU number on their phone (maybe by accident, maybe not), the SMS still shows as delivered on the carrier side, but their phone hides it. Ask them to check their blocked numbers list.

This is the most common case for "I never got the reply." The number they typed doesn't match the phone they're checking. Ask them what number they used. Compare to their actual mobile.

4. Multiple devices

If the customer's number rings to multiple devices (work phone and personal, or a tablet running iMessage), the SMS may have arrived on the device they're not currently looking at.

Send a manual follow-up

If you can't determine why the SMS didn't reach them, send a fresh manual reply from the inbox:

Use simple text, no emoji or special characters (sometimes those trip carrier filters)
Identify yourself in the first line ("Hi, this is Sam at Sam's Plumbing, following up on your earlier enquiry")
Ask them to reply with one word so you can confirm receipt

If it keeps happening with the same customer

Their mobile or carrier is filtering you. Pick up the phone and ring them, or get an alternative contact (email).

If it keeps happening across multiple customers

Email hello@taptext.com.au with:

Three or more conversation IDs where this happened
Approximate dates
Whether the customers are on the same carrier (if you know)

If a carrier is filtering TapText messages broadly, we want to know so we can escalate.