I am on chat with Support. they tell my issues have been escalated and being actively worked on. When I pressed for an update, the agent said the team went home and will get to it tomorrow. Somehow Actively working and Gone home for the day don’t jive.
and they don’t care that my marketing plan that goes into effect at 6am, is going to go down the tubes due to these issues.
Support are humans too, who get to go live their lives that does not in anyway translate to “they don’t care”.
24/7 support, or phrases like “actively”, doesn’t not guarantee 100% time investment on behalf of a platform or it’s employees tasked with a specific issue.
Pause any adspend in the marketing plan to minimize impact.
Incorporate this into the risk management costs & strategies used when planning marketing.
I’m not saying that any one support person needs to work 24/7 or not have a life. As a company Shopify needs to have the people available, multiple shifts. This is a 24/7 platform that works in every timezone around the world. Our customers except the system to be up 24/7. in order to come close to that, we need 24/7 support. and even better, front line support that understands the platform and doesn’t just try and find out how you’re feeling today, or did you know you can apply for Shopify Capital?
As a non-profit, I don’t have any adspend in play, just my marketing communications. Which I’ve been working hard to build, and we started a new campaign on Monday, and for Wednesday’s follow up, it’s been trashed. Makes me look incompetent. I work the hours it takes to make our business successful. I expect Shopify to do the same, not only for them, but for me, the customer.
There is staffed support generally available 24/7 , it’s outcomes that will not be 24/7.
When a platforms frontline support escalates an issue whatever area that may be it is overseen by an internal team. Those internal teams will be DRASTICALLY smaller in size and scope than frontline 24/7 support, and that group of expertise tends to keep to office hours only.
A lot of merchant forum posts stem from not getting any valuable responses, let alone an escalation for verifiable reproducible bugs; it’s hit or miss depending on who they talk too. And keep in mind there were recent layoffs including support roles.
Tier0 support tends to be like that everywhere, it’s a dice roll. Sometimes easier to just close an issue and restart later trying to high-roll for someone knowledgeable or empowered.
The reality is the only way around third party platform support woes is for a business to get to a place where it own 100% of it’s infrastructure and it’s own support.
Good Hunting.
Hello @ktuley ,
Shopify support only guides you on how you can resolve the issue unless it requires a custom code. They generally ask you to hire a Shopify partner who can help you to resolve the issues.
So, in your case, if they are off the desk and you need a quick solution, hence, you can connect to Shopify partners or experts like us who will surely help you ASAP.
Let us know if you need any help from us.
Regards,
CedCommerce
Can you fix the bug that without any documentation is now limiting the number of emails one can send to 2500 per WEEK?
Hey Paul. understand. I really wish we had the resources to build and maintain our own system. I"d go there in a heartbeat.
UPDATE. After 24 hours support has decided it’s a bug in their system, where highly trusted systems are being wrongly flagged for sending out emails. They don’t know what causes it or how to fix it, but they did reset my account so I was able to send my marketing email, albeit 10 hours late. BTW, before all the emails were finished sending, I already had an order related to that marketing email. I can only hope that my customers accept the explanation that a Shopify glitch delayed their email.
Great to hear they could the accounts quota.
Larger thread on email caps
https://community.shopify.com/topic/1339544
I cannot find any mention in any shopify’s docs of this 2.5k weekly rule; some online mentions though but no sources.
https://help.shopify.com/en/manual/promoting-marketing/create-marketing/shopify-email
https://help.shopify.com/en/manual/promoting-marketing/create-marketing/shopify-email/faq
The 10K increase was back in March 21, 2022 for free mails/mth for plans.
It used to be 2,500 ← hint.
https://changelog.shopify.com/posts/more-free-emails-with-shopify-email
I’m doubtful it’s only a bug , seems like part of a crude anti-abuse throttling measure they are fine tuning.
So the math is obviously 10k/4 but that is not intuitive in the context of monthly quota.
In the technical sense it’s not odd that it’s specifically 2,500 per week when the monthly quota is now 10k; it would be odd and inconvenient if there was a daily quota ~357.
Since there is no rollover , at the end of merchants billing cycle alot of merchant will want to try using all of the quota on the last day, then the next day send out the next quota max.
Effectively sending out 20,000 emails in a 24 hour period for free, if you are a platform you have to guard against that possible behavior multiplied by ~4 million stores on the platform ; hammering the email system with 80,000,000,000 billion emails. Same reason why I’d never expect email quotas to rollover between months.