Clarification on why reports are sent to email instead of direct download. The system now sends reports to email instead of direct download to protect your data and ensure security.
The Reason
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Protecting your data from any unauthorized access
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Reducing download issues, especially with large files
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Ensuring the report reaches your email safely and directly
Can I go back to direct download?
No, the system does not currently support direct download. This is a decision by the development team for security reasons, and customer feedback on this matter is known and recorded by the relevant team.
How to Handle Customer Inquiries
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Briefly explain the reason (data protection + security)
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Confirm that the feedback is recorded with the development team and does not need a new request
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Offer practical alternative solutions: download the report from the email link and keep it in a dedicated folder on your device
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If the customer complains about delayed email delivery: help them check Spam/Junk folders, email quota, and registered email address
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If the customer wants to send the report to a different email: guide them to add the email as a new user or download the file and send it manually
Do Not Escalate to Staff
This matter does not require escalation. Clarify the current situation and offer alternatives. Only escalate if the customer explicitly and directly requests to speak with a staff member after you’ve explained the situation.
If You Don’t Receive the Report
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Check the “Spam” folder
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Verify that your email quota is sufficient
Search Keywords:
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Why is the report coming to my email? Can’t I download it directly like before? I want instant download. How do I turn off email reports? I want to go back to direct download. The report won’t download directly. Why can’t I export the report as PDF/Excel directly?
