Merge pull request #546 from alphagov/add-delivery-and-failure-help-page

Change delivery and failure states to be more useful

app/main/views/index.py

@@ -41,6 +41,11 @@ def terms():
     return render_template('views/terms-of-use.html')
 
 
+@main.route('/delivery-and-failure')
+def delivery_and_failure():
+    return render_template('views/delivery-and-failure.html')
+
+
 @main.route('/documentation')
 def documentation():
     curr_dir = os.path.dirname(os.path.realpath(__file__))

app/templates/admin_template.html

@@ -85,9 +85,10 @@
         <div class="column-one-third">
           <h2>Help</h2>
           <ul>
-            <li><a href="{{ url_for('main.tour', page=1) }}">Take the tour</a></li>
+            <li><a href="{{ url_for('main.tour', page=1) }}">Tour</a></li>
             <li><a href="{{ url_for("main.trial_mode") }}">Trial mode</a></li>
             <li><a href="{{ url_for("main.pricing") }}">Pricing</a></li>
+            <li><a href="{{ url_for("main.delivery_and_failure") }}">Delivery and failure</a></li>
           </ul>
         </div>
         <div class="column-one-third">

app/templates/views/delivery-and-failure.html

@@ -0,0 +1,69 @@
+{% extends "withoutnav_template.html" %}
+
+{% block page_title %}
+Delivery and failure – GOV.UK Notify
+{% endblock %}
+
+{% block maincolumn_content %}
+
+<div class="grid-row">
+  <div class="column-two-thirds">
+
+    <h1 id="messagedeliveryandfailure" class="heading-large">Delivery and failure</h1>
+
+    <p>Our delivery states are:</p>
+
+    <ul class="list list-bullet">
+      <li><a href="#sending">Sending</a></li>
+      <li><a href="#delivered">Delivered</a></li>
+      <li><a href="#permanent-failure">Permanently failed</a></li>
+      <li><a href="#temporary-failure">Temporarily failed</a></li>
+      <li><a href="#technical-failure">Technical failure</a></li>
+    </ul>
+
+    <p>Our delivery states are the same for both email and text message.</p>
+
+    <h2 id="sending" class="heading-medium">Sending</h2>
+
+    <p>All new messages start with the state ‘Sending’.</p>
+
+    <p>This means that we have accepted the message, the message is waiting in a queue to be sent to our email or text message delivery partners.</p>
+
+    <h2 id="delivered" class="heading-medium">Delivered</h2>
+
+    <p>This means the message is in the person’s email inbox or on their phone.</p>
+
+    <p>We can’t tell you if they’ve read it – to do so would require invasive and unreliable tracking techniques.</p>
+
+    <h2 id="permanent-failure" class="heading-medium">Permanently failed</h2>
+
+    <p>This means the email address or mobile number doesn’t exist or is blacklisted – also known as a ‘hard bounce’.</p>
+
+    <p>You’re still billed for these text messages.</p>
+
+    <p><strong>You need to remove this email address or mobile number from your database.</strong></p>
+
+    <h2 id="temporary-failure" class="heading-medium">Temporarily failed</h2>
+
+    <p>This means the email address or mobile number was full, or the mobile phone was switched off – also known as a ‘soft bounce’.</p>
+
+    <p>We mark messages as ‘Temporarily failed’.</p>
+
+    <p>You’re still billed for these messages.</p>
+
+    <p><strong>You can choose to retry this message later or not.</strong></p>
+
+    <h2 id="technical-failure" class="heading-medium">Technical failure</h2>
+
+    <p>This means there is a problem with the connection between Notify and our email or text message delivery partners.</p>
+
+    <p>Messages still being retried are marked as ’Sending’. We mark messages as ‘Technical failure’ once we’ve given up.</p>
+
+    <p>You won’t be billed for these messages.</p>
+
+    <p><strong>You need to retry this message yourself later.</strong></p>
+
+  </div>
+</div>
+
+{% endblock %}