Why are some customers missing from my email campaign segment?

[Mattisse99]

I am having issues sending emails. I create a customer segment, then add that segment to an email campaign . If there are 50 customers in the segment, I would assume that all 50 will show up in the "to" section of the email. But every time, there is always less than 50. Sometimes is says 48, sometimes 49, never 50.

And the worst part of it is, I can't figure out who is not going to get the email. I checked that each person signed up for email marketing, so that is not the issue.

Can someone advise me please?

[Erin]

Hi, @Mattisse99. I'm happy to look into this with you! To clarify, are you trying to send an email to a customer segment that you've created in the past or are you only trying this with newly created customer segments?

Often, when the customer count in Shopify Email doesn't match the subscriber count of a customer segment, this is because emails sent to these customers in the past have bounced or have been marked as spam. When marketing emails have bounced or have been marked as spam in the past, the Shopify Email Marketing section may prevent further email campaigns from being sent to those customers. There are additional factors that contribute to this as well. Overall this is done to improve the deliverability of emails and to prevent stores from being flagged by 3rd parties as engaging in what may be considered "spam practices".

Please let me know if you have any questions! The following guides can help you out in the meantime as well:

• Customer segmentation
• Email campaign delivery
• Email subscriber list management
• Best practices for Shopify Email

[Mattisse99]

Hi Erin,
Thanks for your response. I am having issues with emails to customer
segments that are newly created, as in within the previous 30 days, as well
as those that are older. This is a very specific customer base, and they
are repeat customers that know me personally so to be marked as spam would
be unusual behavior unless their email server is doing it automatically. I
can’t understand why that would be the issue anyway if the number in the
segment is lower before the email has even been sent.