address billed buyer buyers charged check checkout correct cost create delivery development don email emails experiencing failed handle help issue links list log manually message messages paid problem product products receive reply rules send solution spam system tyson

I sent out an update email to about 120 people. So far I've had 40+ people tell me they never got it. I've had all the ones I can check their spam and junk filters etc but no luck. Is this typical? Sending those emails cost us like $40.

Anyone else experience this? They are a mix, but many seem to be gmail or aol addresses, if that means anything.

We can only send Updates/Newsletters to buyers whose emails are actually subscribed to a Buyer Group list. Original buyer emails may not be listed in a Buyer Group if their address has since become undeliverable, or if they have unsubscribed from the list, or if they opted-out of joining the list in the first place during checkout. You would only have been charged for the number of addresses which are actually subscribed in the product Buyer Group(s) you selected to receive the Update message.

Thanks for the reply, Tyson. I understand the way it works. The problem is that these people and their correct email addresses are showing in the Free Download Log for this update. I've been monitoring all of the zeros in there because the links are going to expire before people download the update and I don't want to have to resend. Many of these people have contacted me to let me know that they did not receive the update email and I've been manually resending to the same, valid email addresses that appear in the log and they are receiving the manually sent ones with no problem. So it's not a matter of opt-outs or dead addresses etc. These are fairly tech-savvy people and I'm having them check their spam filters, junk boxes and mail rules and do searches and all have verified that they did not receive the email. So I guess my question is; Are the entries added to the log upon verified delivery or before the messages are sent? Would really like to avoid this in the future. Thanks for any help.

Unfortunately, what you are describing is beyond my own expertise and access levels, so I will have to ask Development to investigate.

that would be great as i've just verified another handful. one was even nice enough to do a screen share session and we hunted for it together. no where is sight, yet it appears in your log and i was billed for it. the manually sent update arrived no problem.

this is troubling.

anything? more people verified not receiving the update email.

We are having the same issue. We just tried sending out two newsletters - and both failed. The only solution at this point is to create your/our own email database, which is unfortunate, since its redundant work.

hey Tonehammer. love your work btw! we're actually sound designers as well, mostly Reason ReFills here. anyway, sorry to hear you guys are experiencing the same problem. newsletters we can handle on our own, but our major concern is that our customers are simply not getting important product updates. we've worked really hard on making some major improvements to one of our products and a good chunk of our customers never got their links. the fact that we paid money to have these links sent to the bottom of the ocean just really rubs me the wrong way. have you guys had any trouble with sending product updates as well? we are exploring alternatives to the entire system here. very disappointing.

nothing?

almost a month here with no answer to a simple question. anything?

seriously?