ShopSite Forums

I just spent about 45 minutes researching and replying to a very angry
person's email.

Here's what happened.

A few months ago, a customer's daughter placed his order at our ShopSite SC
Pro 5.0.1 Web store. She typed in a valid email address (but not his) in the
order. The customer's correct email address has a hyphen in it, otherwise it
is exactly like the one his daughter used in his order. The owner of the
email address received the automatic email order confirmation and our email
notice that we were shipping. This recipient was upset that she had gotten
these emails. I found out what the cause of the problem was (lack of the
hyphen), explained this to the upset recipient and added the hyphen to the
customer's email address in our records.

The daughter placed another order 3/13/02 and AGAIN forgot to include the
hyphen in her dad's email address. Our automatic email order confirmation
went to the wrong person again. We also replied today (using the email
address in the order without the hyphen) updating the customer (we thought)
on the status of his order.

We got a scathing email from the recipient saying we were harassing her.

We use StoneEdge's Order Manager to process orders and shipment
notifications. I have created a "customer" record for the person whose email
address (without the hyphen) has been incorrectly used and told Order
Managaer "not to ship or email to this person."

Even though I have talked with the father (and asked him to make sure his
email address gets typed correctly in future orders and excluded the other
person's email address in Order Manager, it is still possible the same thing
could happen again in an online order.

I don't believe there is a way currently, but I'd like to know if it is
possible to have a future feature in ShopSite that would be an "exclusion"
list of emails that would not be emailed to and if such an excluded email
was used in an order, to have ShopSite alert us?

Comments? Advice?

You could currently do it with the OrderAPI, turn off ShopSite's email receipts
and have your custom cgi send them (after checking to make sure the email
address wasn't on your list, of course).

Or you could use a dummy custom cgi that does nothing but allows you to turn off
ShopSite's email receipts altogether (unchecking the "Email receipts to buyer,
merchant?" checkbox in Merchandising -> OrderAPI does not have any efffect
unless you've actually specified a custom cgi location) and only use StoneEdge's
software or some other 3rd party solution to email the receipts.

-Loren


Larry Bohen wrote:

I just spent about 45 minutes researching and replying to a very angry
person's email.

Here's what happened.

A few months ago, a customer's daughter placed his order at our ShopSite SC
Pro 5.0.1 Web store. She typed in a valid email address (but not his) in the
order. The customer's correct email address has a hyphen in it, otherwise it
is exactly like the one his daughter used in his order. The owner of the
email address received the automatic email order confirmation and our email
notice that we were shipping. This recipient was upset that she had gotten
these emails. I found out what the cause of the problem was (lack of the
hyphen), explained this to the upset recipient and added the hyphen to the
customer's email address in our records.

The daughter placed another order 3/13/02 and AGAIN forgot to include the
hyphen in her dad's email address. Our automatic email order confirmation
went to the wrong person again. We also replied today (using the email
address in the order without the hyphen) updating the customer (we thought)
on the status of his order.

We got a scathing email from the recipient saying we were harassing her.

We use StoneEdge's Order Manager to process orders and shipment
notifications. I have created a "customer" record for the person whose email
address (without the hyphen) has been incorrectly used and told Order
Managaer "not to ship or email to this person."

Even though I have talked with the father (and asked him to make sure his
email address gets typed correctly in future orders and excluded the other
person's email address in Order Manager, it is still possible the same thing
could happen again in an online order.

I don't believe there is a way currently, but I'd like to know if it is
possible to have a future feature in ShopSite that would be an "exclusion"
list of emails that would not be emailed to and if such an excluded email
was used in an order, to have ShopSite alert us?

Comments? Advice?