Ongoing issue with the automatic email system

[bunyip]

I can edit the automatic emails, such as Order Confirmation and Send a Review, but when I test them and send them to myself, I don't receive them.  I have not received a product review from customers since April 7th, after getting them regularly before that.  I have tried everything - checked spam, changed browsers etc. I am a long-time Weebly user.

The reviews are a very important part of my business model. I have spoken to Chat Help twice, but they are not able to help with this issue, despite not receiving the test emails they sent themselves.  I was told that since I have a comcast.net email address, the review request emails are probably going into my customers' spam folders and they are not seeing them. (Is this true?)  Or else they are simply not writng reviews anymore.

I don't know what else to do.  I can't find the problem myself - I joined Weebly in the beginning because I valued their tech expertise and it is not my forte. Any suggestions? Perhaps there is a 3rd party app I can use to collect reviews?

Susan

[Adam7]

Hi again, @brightstar. Have you contacted support about this yet? When there was an issue with this in the past, our support team escalated it to our engineers so they could fix it. It sounds like they may need to take another look at it.

[bunyip]

Thanks Adam.  I have communicated with Chat support twice.  The second rep tested the system by sending an email to themselves, and did not receive it.  They suggested that the automated messages were going to my customers' spam folders, or that the customers had stopped writing reviews.  I don't agree with this.  Do you think that if I emailed or called support I would get a different answer?

Susan

[Adam7]

I would try doing whichever is your preferred contact method. Your rate of orders hasn't changed much, has it? If your rate of orders has stayed consistent as has reviews and now only reviews have dropped off, then that seems a pretty good indicator of something going wrong.

[poetry]

I have this issue as well - I cannot send a test email to myself. Will this be fixed soon?

[Adam7]

That's frustrating having to wait, @brightstar - let me know what happens. Regarding the testing that was done, I'm not sure what testing the support agent did as far as whether it was specific to your account or a comparable test in their own account. Have you tried changing the email address on your account? It might be worth doing that to see what happens.

[poetry]

Hi Adam - I think you  meant to tag @brightstar 

[Fatcat1]

I'm having the same problem.  None of the test emails work.

[Adam7]

Hi, @poetry and @Fatcat. Can you both contact our support team about that if you haven't yet? Make sure you check your spam folder as well just in case, as our support team will need to know whether you looked there already.

[bunyip]

Adam, I did as you suggested and called support. After checking the automatic email system for about half an hour, he said he had fixed it.  But I have sent several test emails to myself since then, and again did not receive them. 

In reference to the problem that I have with my customers not receiving the automatic emails requesting reviews, the support tech purchased one of my products as a test, and is now waiting 2 weeks to see if he gets the automatic review request email. 

This issue is still ongoing, I have not received any reviews for my products since April 7th, and the support techs still will not send the information about it to your engineers.  I get that they don't know how to fix the problem, but I wish they would take me seriously and admit that there IS a problem and move it on to someone that can actually FIX IT. 

Susan

[poetry]

Just an update - I contacted support and this issue has now been identified as a bug and submitted to the engineering team.

[Adam7]

Thanks for the update, @poetry (using the correct tag this time... 😅). Hopefully it's resolved soon!

[bunyip]

HOORAY!!  The engineers must be working on fixing this issue, because today Friday July 9th, I received the test email when I sent it to myself from the Edit/test email link. (The automatic email I was testing was the "Review a Product" email). For the first time in months!   It took about an hour to arrive, but arrive it did.

A caveat, though.  I opened the email in MS Outlook, and clicked on the "Write a review" link (as a customer would), and immediately got a pop-up that warned that clicking on the link was unsafe.  The reason it gave was because javascriptvoid(0) was used.

Also, when I tried to click on the link after opening the test email in Gmail (Chrome browser) the link wasn't clickable at all.

So if my customers are willing to click on the link despite the warning, my reviews might begin arriving again after 3 months of nothing.  Fingers crossed.

Susan

[Bernadette3]

That's great to hear, @brightstar

I don't think the test email has a valid link to the review page. I could be wrong about that, but I'lll see if I can confirm with the team.