Question: We have a email campaign that has a send suspension, can you please turn that off?

Answer: Storefront Communications relies on Amazon’s SES service for all merchant email traffic, which enforces strict SPAM limit at 1%. Therefore, when a email campaign goes over this threshold, the active email campaign will be suspended until transactional email traffic reduces the SPAM threshold back below 1%. There isn’t a on and off setting for this situation. However, Mailgun integration will allow for a higher SPAM threshold in regard to email campaigns than does the default UltraCart Communications email delivery platform. Mailgun is a recommended alternative if you find the SPAM threshold too strict for your needs.

Question: I have set up a flow for abandoned carts. However, when I tried to abandon a cart, I never received the flow email. I went to our store, added a product to the cart, and filled out everything including my email address, and then never pushed the final purchase button.  I did not receive an email, why?

Answer: Make sure that the Email address field in the checkout has the setting "input proactive collection" (“Proactive Email Collection”) enabled, so that the system captures the input value for the email up to the server as soon as they blur out of the field as shown below:

Question: If I reach my customer limit for my Storefront Communications Plan will flows, such as a shopping cart abandonment, continue to process?

Answer: Yes, it should continue. An abandoned cart will typically end up as a new customer, which will push out the oldest customer into an inactive state.

Question: I want to create a flow for shopping cart abandonment's. I want to send out an email 2 hours after abandonment, and if they don’t respond, I want to send out another email 24 hours after the abandonment. Do you recommend configuring two separate flows for this abandonment scenario?

Answer: The recommended configuration is a single flow with the following steps:

1. wait 2 hours

2. send email

3. wait 22 hours

4. send email
   

The advantage to the single flow configuration is that as soon as they purchase, the flow will terminate so you won't bug the customer - and you'll have individual stats for each email within the flow analytics.

Question: What does kickbox mean in the email statistics?

Answer: To insure a high level of deliverability and avoid problematic email addresses, UltraCart scrubs new emails against the service KickBox. If the email is deemed undeliverable or one that is highly likely to complain, we omit sending the email to that particular address. Having a lower complaint rate and a higher deliverable reputation ensures greater delivery into customer inboxes.

Question: Will StoreFront Communications email Amazon, Walmart or eBay customers?

Answer: StoreFront Communications automatically recognizes the following domains and will prevent ingestion of them into the Communications system or emailing them:

• “@members.ebay.com”

• “@marketplace.amazon.com”

• “@relay.walmart.com”

Question: Can I add a list or segment to a campaign that is already sending?

Answer: No. You will need to create a copy of the sending campaign and then add the list/segment to that one.

Question: Is it possible to embed a video in an ultracart email campaign?

Answer: Yes. You add a ‘Send Email’ step then ‘Edit the Content’. The the Visual Builder editor allows for the embedding of videos into the email content via the ‘HTML’ element and also via the ‘Text Block’ element, then in the editor using the video button:

Question: I am not able to edit, create or delete steps or flows in the email flows. What permission(s) are required?

Answer: You’ll need either ‘Communications - Use’ or ‘Full Access’, and cannot have the restrictive user permission ‘Communincations - Readonly’ enabled.