Product Manager "follow-up" email problems

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   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

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rogergross Members Profile Find Members Posts Newbie Joined: 20 February 2007 Location: United Kingdom Status: Offline Points: 5	Post Options Post Reply Quote rogergross Report Post Thanks(0) Quote Reply Topic: Product Manager "follow-up" email problems 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

Support Members Profile Find Members Posts RomanCart Team Joined: 16 March 2004 Location: United Kingdom Status: Offline Points: 10794	Post Options Post Reply Quote Support Report Post Thanks(0) Quote Reply 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

rogergross Members Profile Find Members Posts Newbie Joined: 20 February 2007 Location: United Kingdom Status: Offline Points: 5	Post Options Post Reply Quote rogergross Report Post Thanks(0) Quote Reply 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

Support Members Profile Find Members Posts RomanCart Team Joined: 16 March 2004 Location: United Kingdom Status: Offline Points: 10794	Post Options Post Reply Quote Support Report Post Thanks(0) Quote Reply 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

rogergross Members Profile Find Members Posts Newbie Joined: 20 February 2007 Location: United Kingdom Status: Offline Points: 5	Post Options Post Reply Quote rogergross Report Post Thanks(0) Quote Reply Posted: 11 June 2010 at 9:00am
	Will do thanks.

stuartvb Members Profile Find Members Posts Senior Member Joined: 08 April 2008 Location: United Kingdom Status: Offline Points: 295	Post Options Post Reply Quote stuartvb Report Post Thanks(0) Quote Reply 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?

Support Members Profile Find Members Posts RomanCart Team Joined: 16 March 2004 Location: United Kingdom Status: Offline Points: 10794	Post Options Post Reply Quote Support Report Post Thanks(0) Quote Reply Posted: 11 June 2010 at 8:08pm
	Hi, Yes - That is correct. Many Thanks Support

stuartvb Members Profile Find Members Posts Senior Member Joined: 08 April 2008 Location: United Kingdom Status: Offline Points: 295	Post Options Post Reply Quote stuartvb Report Post Thanks(0) Quote Reply 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?

Support Members Profile Find Members Posts RomanCart Team Joined: 16 March 2004 Location: United Kingdom Status: Offline Points: 10794	Post Options Post Reply Quote Support Report Post Thanks(0) Quote Reply 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

stuartvb Members Profile Find Members Posts Senior Member Joined: 08 April 2008 Location: United Kingdom Status: Offline Points: 295	Post Options Post Reply Quote stuartvb Report Post Thanks(0) Quote Reply 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.