Product Review Emails // Currently sent out when order is not despatched
planned
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Ben
We are having multiple emails per day from customers that receive our product review email but have not received the order yet. Our customer service team tell me this is becoming a real problem and that customers are either getting confused as to why they have received the email or thinking that perhaps the order has been despatched and they have missed it.
This may be pre-orders or other items with long lead times that go over the days set between a customer placing the order and when a review email is automatically sent out.
I have requested this several times before Canny but wonder whether the system is any closer to being able to recognise the order as being despatched (transacted in POS). If it could do this then the rule for the emails could be set to go out X amount of days following despatch (not order date).
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Ben
This continues to be an issue with the new Shopper Approved integration. Is there any feedback on when this might be developed?
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Ben
I just had a meeting with our CS team. They raised this as one of the highest reasons for emails incoming customers emails (along with https://citruslime.canny.io/ecommerce-website/p/display-estimated-delivery-more-prominently-on-confirmation-emails-and-completed). Emails such as "Where is my order if I am being asked to review it?". This becomes an even greater issue during pre-order launches when a lot of orders go past the days delay between ordering and asking for a review.
Please can this be fixed soon?
Ben Kippax
Merged in a post:
Customer Review Module
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Paul Holtom
Module seems to send automated email to any customer who has placed an order, rather than orders that have been completed. If we have to cancel an order due to stock issues or if requested by the customer the system still send out a request to review the product. We get a number of calls each week from unhappy customers because of this.
Ben Kippax
planned
I've raised a development task for discussion.
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Ben
Ben Kippax: Hi Ben. Hope you are well. Just checking if there is any progress on this. It causes a lot of CS headache where customers are confused as to whether they should have received their order if they are being asked to review the items.
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Dave
It would seem sensible to link the review email to a Receipt email once the item is tendered from the POS or by linking it to the Shipping Notification email? Seems simple enough - though I doubt it is!
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Ben
Our CS team are having to reply to a lot of customers who get confused by this. I have just been told that we have had 10 emails today alone from customers who have various items on Pre-Order who receive this email as it goes out before their order is ready.
Is this likely to be developed?
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Matt Ives
Occasionally when something goes wrong, discrepancy in our warehouse / store we cancel an order, these customers get an email asking them how their products are... and there is no way to switch this off... the above would solve this problem for us
Ben Kippax
Hi Paul Holtom, Ben,
I've recognised this as a weakness, too. At the moment we're focusing on getting existing features implemented in Cloud Merchant Tools and a wholesale improvement of Customer Rewards, so this isn't on our road-map. However, I see merit in this and I'd like to see who else may be interested in this feature improvement.
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Ben
Paul Holtom I agree. I have been requesting this feature for years. The email should be triggered by the transaction completion of that web order number and go out X amount of days after this (we have the same problems as you and also if an item is "pre-order" and goes beyond the amount of days delay between order and email the customer is confused as to why they are being asked to review a product they have not received yet).