If you think a message should have been sent for an order or a campaign hasn't sent enough messages, there are a number of things to check. These are the common reasons why messages didn't send:
- Seller Central Email Address
You'll need to make sure that your 'Amazon Seller Central email' is correctly set on your 'Preferences' screen ('Settings' > 'Preferences'). If this is not set or set incorrectly, your messages won't send or reach your buyers. Just update it to allow them to send.
Our Youtube channel provides a video guide.
- Campaign status - Draft or Test
Your campaign is still in Draft or Test mode. Double check and make sure your campaign has been moved into 'Live mode'. If not, move it into Live mode, and your messages will start sending to customers.
- Only one message per goal type
Your customer can only get 1 message per campaign goal type, this helps avoid accidentally spamming your customer which can have a higher risk of creating negative feedback. If you have two campaigns with the same goal (i.e, feedback), then only the first one created will send emails.
- Give it some time
If you only recently gone Live, please give it an hour for your first messages to start sending. It can take an hour before your first messages get dispatched. Note, if you set your messages to go out at a specific time of the day, you'll need to wait until after that time to see them sending.
- Amazon quota reached
Amazon only allow you to send so many messages through your Amazon account in a day. Learn more about this here. If you reach this limit, we'll stop sending messages and display a warning on your Dashboard.
- FeedbackExpress plan limit
Your FeedbackExpress account comes with so many emails per month, depending on the plan you've chosen. Your trial account also comes with 10,000 emails. If you reach this limit, we'll stop sending emails until you're billed next or choose to upgrade your account. You can see the number of emails you've sent on the bottom of your Dashboard or by going to 'Channels'.
- Include and Exclude settings
In your campaign you have set to include only or exclude specific SKUs. Please note that only 1 email can be sent per order if a customer has ordered multiple items. The system can then only select 1 SKU per order which may not necessarily be the SKU you have selected.
- Check your settings
One of the most common reason why an email hasn't sent yet is if the message isn't due yet based on your campaign settings. You should always check your campaign settings and try to work out when the order's message is scheduled to go out. Please find an example timeline below,
May 1st: Order Received
May 3rd: Order Dispatched
May 10th: Order delivered
May 20th: Message sent (As campaign set to sent 10 days after delivery)
As you can see, it can be a while after you get the order that the message is sent, depending on your settings. You can see when FeedbackExpress plan to send your messages by going to 'Campaigns' and the 'Pending' tab. Here you can see messages due to go in the future and can also filter these by Campaign or order if you're unsure.
- Order is returned or refunded If the customer initiate a return/refund request through their Amazon Seller Central account, we will automatically prevent any further email from being sent.
Please note: this would only work for return/refund requests made directly through Amazon, if the request is made outside of Seller Central we won't get the data and you will need to blacklist the Order in question.
If you're still having any trouble with your messages sending, please do get in touch with the Support Team and they'll be happy to take a look at it for you.