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Product Manager "follow-up" email problems

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Category: RomanCart
Forum Name: Administration
Forum Description: Using the Admin Control Panel
URL: http://forums.romancart.com/forum_posts.asp?TID=10940
Printed Date: 22 February 2024 at 9:50pm


Topic: Product Manager "follow-up" email problems
Posted By: rogergross
Subject: Product Manager "follow-up" email problems
Date Posted: 10 June 2010 at 9:04pm
Hi,

I use the follow-up email facility to let customers know additional information after purchasing a product (with modifiers).

After spending a day trying to figure out why emails were not always being sent I noticed that repeat customers (customers with the same email address I believe) do not get emailed a second time when they purchase the same product again. Is this intentional? If so how can I make it always send a follow-up email regardless of how many times someone purchases the same product?

Thanks,
Roger



Replies:
Posted By: Support
Date Posted: 10 June 2010 at 9:20pm
Hi,
'Marketing'/'Email marketing'/'Follow-up'/'configure'/'Do not send the same follow up email to a recipient more than once '
Many Thanks
Support


Posted By: rogergross
Date Posted: 10 June 2010 at 9:33pm
Hi,

Thanks for your reply.

However I don't recognise the headings you mention. I have a "Marketing Tools" button but not "Marketing" nor the options you mention. Are you refering to a different product manager interface perhaps?

Sounds like it will solve my problem if I can find the option.

Thanks,
Roger


Posted By: Support
Date Posted: 10 June 2010 at 11:25pm
Hi,
The option is on the new control panel.
See the 'announcements' forum for details of how you can access this.
Many Thanks
Support


Posted By: rogergross
Date Posted: 11 June 2010 at 9:00am
Will do thanks.


Posted By: stuartvb
Date Posted: 11 June 2010 at 3:48pm
I use the follow up to remind customers when it is time to re-order. many of them have asked for this.

Would I be right in thinking that this wioll only go to those who have agreed to receive emails?


Posted By: Support
Date Posted: 11 June 2010 at 8:08pm
Hi,
Yes - That is correct.
Many Thanks
Support


Posted By: stuartvb
Date Posted: 14 June 2010 at 4:00pm
I have had a complaint form a customer who received a follow up 3 days after purchase when the product was specified to follow up 30 days later. Is there a limit to the number of days so that 30 days was interpreted as 3 days?

Very disappointing if so as we cannot usde the facility at all.

Could support comment please?


Posted By: Support
Date Posted: 14 June 2010 at 4:03pm
Hi,
30 Days should be 30 days. If you look on the system are you sure it is set to 30, not 3?
Many Thanks
Support


Posted By: stuartvb
Date Posted: 14 June 2010 at 4:16pm
We had inavertently set it at instant so that the customer got an instant follow up and enquired why we were asking her if she waqnted to re=orderr immediately. We then changed it to 30 days after her order on 11th and today she got another follow up today three days after ordering.

So it was definately set at 30 days; the only abnormality being that we changed it to this AFTER not before she ordered.


Posted By: stuartvb
Date Posted: 15 June 2010 at 7:43am
We have just received another example. I am now worried about how often this is happening as we only found out about the first one when the customer emailed us and the second because we got an "undelvered" email message. As we have this set up for a lot of products it would be highly embarrasing if this was happaning frequently as we wouldn't know about it - so it is rather urgent.

The latest case is a follows:

Storeid = 36439
Order No: 7672725
ProductID = B370300

The product was ordered: 14 June 2010 22:55:25
Follow up sent 22:09:35 (Presumably actually an hour later?)
Product specified to follow up: 8 Days

We have only one specified global follow up which is based on abandonment and we have have a "can we help you" if the cart is left for x minutes.

Can support help here please with some urgency as we could be starting to look rather foolish?


Posted By: Support
Date Posted: 15 June 2010 at 7:58am
Hi,
We just looked into this and there is a problem.
In the existing (old) control panel, product based follow up emails are always sent instantly which is what appears to be happening on all product follow up emails.

We will sort this out this morning.

Many Thanks
Support


Posted By: stuartvb
Date Posted: 15 June 2010 at 8:06am
I would be very grateful, thanks. If there is any delay in being able to deal with this is there ahy way of swiotching individual product follow ups off temporarily without completely deleting them?


Posted By: Support
Date Posted: 15 June 2010 at 1:12pm
Hi,
This should be ok now. (as of 10am this morning - by definition it takes time to test this!)
Thanks
Support


Posted By: stuartvb
Date Posted: 15 June 2010 at 2:56pm
Thanks



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