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Product Manager "follow-up" email problems

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stuartvb View Drop Down
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Post Options Post Options   Thanks (0) Thanks(0)   Quote stuartvb Quote  Post ReplyReply Direct Link To This Post Topic: Product Manager "follow-up" email problems
    Posted: 15 June 2010 at 2:56pm
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Post Options Post Options   Thanks (0) Thanks(0)   Quote Support Quote  Post ReplyReply Direct Link To This Post 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!)
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stuartvb View Drop Down
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Post Options Post Options   Thanks (0) Thanks(0)   Quote stuartvb Quote  Post ReplyReply Direct Link To This Post 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?
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Post Options Post Options   Thanks (0) Thanks(0)   Quote Support Quote  Post ReplyReply Direct Link To This Post 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
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stuartvb View Drop Down
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Post Options Post Options   Thanks (0) Thanks(0)   Quote stuartvb Quote  Post ReplyReply Direct Link To This Post 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?
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Post Options Post Options   Thanks (0) Thanks(0)   Quote stuartvb Quote  Post ReplyReply Direct Link To This Post 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.
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Post Options Post Options   Thanks (0) Thanks(0)   Quote Support Quote  Post ReplyReply Direct Link To This Post 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?
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stuartvb View Drop Down
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Post Options Post Options   Thanks (0) Thanks(0)   Quote stuartvb Quote  Post ReplyReply Direct Link To This Post 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?
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Post Options Post Options   Thanks (0) Thanks(0)   Quote Support Quote  Post ReplyReply Direct Link To This Post Posted: 11 June 2010 at 8:08pm
Hi,
Yes - That is correct.
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stuartvb View Drop Down
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Post Options Post Options   Thanks (0) Thanks(0)   Quote stuartvb Quote  Post ReplyReply Direct Link To This Post 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?
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