There are scenarios where recipients in a segment may not receive a recurring email. These scenarios are due to: incorrect segment criteria setup and/or failed data uploads. To correct or prevent this issue, review the following data to reach the targeted recipients:
| Email Segment Criteria |
Segments that use the 'Days...' criteria (i.e. Days Since First Purchase, Days Since Last Purchase, Days Since Opt In, etc) should use a number > 1. See examples below for details. |
| Email Schedule |
Review your recurring email schedules. Is the correct schedule applied to the email? |
| Data Upload Status |
Check the Upload Status on the Dashboard. When's the last time you had a successful upload? |
Here are some examples that explain it better.
Example 1
A recurring Welcome email is scheduled Daily at 9:00 am.
Segment criteria is setup as Days Since First Purchase <= 1.
The issue:
- If the data upload is unsuccessful, no recipients meet the segment criteria.
- If the data upload is successful, it's possible the data communicated doesn't meet the segment criteria anymore. For example, several days/weeks go by with unsuccessful uploads then a successful upload occurs, by the time the data reaches NCR Customer Connect it doesn't meet the segment criteria anymore.
- Due to the narrow time frame of the segment criteria (<= 1), by the time the email is sent no one meets the criteria anymore because the data uploaded hasn't been processed yet.
To correct the issue:
- In NCR Counterpoint, post your business day at the end of each day. Uploaded sales data will not be current if you don't post daily.
- Check the Upload Status, found on the Dashboard to view your data upload status. If your data isn't uploading, review the troubleshooting article for help (click on the blue (i), found next to the Upload Status section).
- Expand the segment criteria to 'Days Since First Purchase <= 3' and on Campaigns/Step 8 turn on the Only once option - found under How often should an email be sent to each recipient. Note: Choosing this option prevents the Welcome email from being sent multiple times to the same recipient (because the recipient will meet the criteria all 3 days).
Example 2
A recurring Welcome email is scheduled Weekly (every Wednesday) at 10:00 am.
Segment criteria is setup as Days Since First Purchase <= 3.
Data upload is successful and current.
The issue:
- The email schedule is weekly, but it's setup to send email to recipients who made their first purchase in the last 3 days. Email will not be sent to those who made purchases on days 4-7.
To correct the issue:
- Expand the segment criteria to Days Since First Purchase <= 7. This will include recipients who made a first purchase in the past 7 days, which is the appropriate setting because the email is scheduled to send every 7 days.
Notes:
- Preloaded segments are provided when NCR Customer Connect is installed. The Welcome email is one of them and prior to 01/21/12 the criteria was set to Days Since First Purchase <= 1. Since discovering this issue we have changed the criteria for the Welcome email to Days Since First Purchase <= 3 and selected Only once on Step 8. Please take a few moments to review all recurring emails using the 'Days...' segment criteria and verify it has been changed appropriately.
- You must manually correct any segments you've created on your own, that use the 'Days...' segment criteria.
If your having problems with emails in general, click here for additional information.
For more information on How to Enable the Recurrence of an Email, click here.