I have tried several times to get support from the “technicians” regarding my email notifications not working.
Each time they say they have fixed it.
Still not fixed.
I am stuck with these people who refuse to escalate to someone who knows what they are doing
Hi @Pat_Troy1 ,
Thank you for getting in touch. Do you have a ticket number from when you’ve spoken with support and been told that the issue is resolved?
several
49352724
49105006
49353347
49353901
for starters ..
See this is part of the problem. Instead of having a smart reliable tech support team, shopify use bots and call centre operators who are frankly not up to the job. so then the customer has to go on the community forum to voice the frustration and 24hrs later a tech appears with a faint interest …
I mean come on, ive been paying over $1000/yr for years now in sub fees plus 10x that per year in commission and you treat me like this???
Do i need to change plan? is that it? Im only a small operation but you want me to scale up to next level for support? what is the Enhanced 24/7 Support in the Advanced Plan? Is that the old fashioned technique of having an expert deal with an issue?
Thanks for providing those ticket ID numbers, @Pat_Troy1 .
To advise, we offer our assistance wherever possible in the Community for non-account specific queries. However, we want to set the expectation that while we actively participate in discussions and strive to provide helpful insights, our engagement in community threads is not monitored with guaranteed responses. Our contributions are intended to support the community, but we may not be able to reply to every post. For more immediate or specific assistance, we encourage reaching out through our official support channels where our team is more readily available to address your needs directly.
To set expectations around our access and capabilities via the Community Forums, we do not have access to tickets or account information. That being said, we can pass along this information to our Internal Team for review.
Could you advise if you have replied to your most recent support ticket? If you’re able to share what was suggested by our Support team?
Thank you.
Hi Victoria, thanks for your reply but i do think its farcical.
In short you are directing me to the “officical support channels” … seriously???
Did you even read my post? I am saying those very channels are inadequate, the call centre jockeys are ill equipped to deal with technical issues, they go through a rote set of responses and that’s that. If i try to escalate up the expertise level they get defensive .
its a lose lose situation
after hours wasted then i get the follow up …
Raeniel
11:31 am
Hi Patrick,
This is Raeniel, your Support Advisor for today. We appreciate your effort and time for this. I am sending this email to continue my assistance.
I already coordinated this to our Specialist Team on the back end about our channels wherein you can contact us. As per our team,
to ensure your inquiries and concerns are managed efficiently, we have streamlined our communication channels:
Help Center: To initiate any support queries or requests, please access our Help Center. This is the centralized point of contact where you can file any complaints, seek assistance, or ask questions.
Direct Communication Post-Ticket Submission: After your ticket is submitted through the Help Center, one of our dedicated team members will contact you directly. As we’re currently operating without designated contacts for customer support, this approach ensures you receive timely and effective assistance from the next available advisor.
If your concern relates to notifications and you’ve previously mentioned this issue, would you mind confirming that further assistance you needed on this? This confirmation will enable us to tailor our investigation and support specifically for your situation.
We understand that effective communication is crucial and we are committed to making your experience as smooth and supportive as possible. Please do not hesitate to use the Help Center for all your future communications with us. We are here to assist and resolve any issues you may face.
Thank you once again for your understanding and cooperation. We’re always here for you.
Warm regards,
Raeniel| Shopify Support Advisor
So again and in short - we are told to go through the “HELP CENTRE” … to talk to the bot; get through to another call centre employee who starts again at the beginning, and we get nowhere.
No dedicated team member has contacted me, no solution, still no email notifications getting through, just silence. So yes the community forum, wherein I dont expect service but i do get to vent to my fellow subscribers
Patrick
Thank you for sharing the context of the conversation.
Based on the messaging shared above, were you able to reply directly to this ticket regarding the notifications? I have gone ahead and passed along this information to our Internal Team to have a look into the ticket(s) you shared here for further review.
I have spoken again with my email and domain support. we can see that the emails are not arriving to the server. DO you have someone with the technical expertise to trace the delivery path of the emails? they can see where they are getting blocked at your end. Do I need to employ an expert. How will they have access to your system?
this is the typical exchange with the support staff :
02:50 Catherine (Support Advisor): Hi, this is Catherine, your Shopify Support Advisor!
02:50 System: An advisor has joined the chat
02:50 User Connection Message: User has connected
02:50 Patrick Troy: Hi Catherine
02:50 Patrick Troy: i have an ongoing problem
02:51 Patrick Troy: i have spoken with your dept several times. we cant seem to fix the problem
02:51 Patrick Troy: i have 4 staff emails that are sent notifications when an order is made
02:52 Patrick Troy: currently only 1 is working
02:52 Patrick Troy: your colleagues have suggested that the fault is at my end, on my domain server, i can see from the email delivery tracking that they are not arriving at all
02:53 Patrick Troy: i created a new email (wholeslae@hoss.com.au) and it is now receiving
02:53 Patrick Troy: how can i fix the staff emails?
02:53 Patrick Troy: Catherine? are you there?
02:54 Catherine (Support Advisor): Hello Patrick, Looking over your previous conversation with our Help Center Assistant, it seems you were looking to check about your emails. . I’m opening your account right now so that we can have a look at this together.
02:54 Patrick Troy: ok
02:54 Patrick Troy: do you have the technical ability to ttack the delivery path of emails?
02:54 Catherine (Support Advisor): let me also check your recent ticket here so I can have an insights of your ticket. One moment please.e
02:56 Patrick Troy: i have just sent 5 test emails from the notification centre
02:56 Patrick Troy: i will let you know which ones arrive onto my server
02:57 Patrick Troy:
wholesale@hoss.com.au = ARRIVED
02:57 Catherine (Support Advisor): Thank you so much for your patience with me Patrick, and upon checking your recent ticket, the issue is all about the emails that is not receiving by your staffs on the notifications, correct?
02:57 Patrick Troy: it orginated from o21.mailer.shopify.com
02:57 Catherine (Support Advisor): I also do appreciate the information that you have shared and the screenshot as well.
02:58 Patrick Troy: info@hoss.com.au - REJECTED
02:58 Patrick Troy: originating from o45.mailer.shopify.com
02:59 Patrick Troy: and the 3 other did not arrive at all -teresa@hoss.com.au, patrick@hoss.com.au, 19church@hoss.com.au
03:00 Patrick Troy: firstly can you check the hosts that the issing emails were sent rhough
03:00 Patrick Troy: through
03:00 Patrick Troy: please
03:00 Patrick Troy: Catherine?
03:00 Patrick Troy: Catherine? are you there?
03:01 System: Chat ended by client
then the follow up email wherein the technician advises they cant help but someone else some other time might, of i could go onto the help chat … its Kafkaesque:
Catherine
1:05 pm
Hi Patrick,
It’s Catherine from the Shopify Support team. I appreciate your time spent during our chat earlier and just to make sure you are well assisted, I am sending you this immediate follow-up email to continue our conversation about Addressing Email Delivery Issues from Shopify.
Returning to our discussion, It has come to our attention that some email providers may block or filter emails coming from Shopify. This can result in important communications being missed, which is certainly not ideal for managing your store effectively.
For the meantime, I will go ahead and further check this to our Technical team for further investigation.
In the meantime, I recommend checking your email account’s spam or junk folder to see if any Shopify emails have been incorrectly filtered.
I will keep you updated as soon as I receive feedback from our technical team.
We’d be more glad to help you out 24/7 via live chat and email. For additional assistance, feel free to respond to this email or contact us via chat or email. Also, our Shopify Help Page is a great resource for you to use if you want to explore our options on your own.
Thank you so much for your kind understanding and patience.
Warm regards,
Catherine l Shopify Support Advisor
this evening my notifications started again. 5 days later. no explanation. Just a mystery…