December 3, 2020 18:07 PST
[Investigating] This issue affects the following automatic tracking email setups: WineDirect Fulfillment, ShipCompliant and Easy Ship UPS.
If you use one of the above setups and encounter the “Order Has Shipped” you will first need to identify which, if any, customer(s) did not receive the email and then resend to those contacts using the Order Tracking Importer.
We are actively investigating the root cause of some order tracking info emails not automatically sending after the tracking number is added to the shipment associated with an order. This appears to be an intermittent issue across multiple scenarios of tracking email setups.
We appreciate your patience as we work through this complex issue and we will provide an update on Friday, December 11, 2020 or as soon as we identify the issue.
December 11, 2020 16:42 PST
[Investigating] This issue affects the following automatic tracking email setups: WineDirect Fulfillment, ShipCompliant and Easy Ship UPS.
If you use one of the above setups and encounter the “Order Has Shipped” you will first need to identify which, if any, customer(s) did not receive the email and then resend to those contacts using the Order Tracking Importer. Detailed steps are provided below:
1. Download the report of ‘orders by ship/pickup date’ of all orders shipped for the relevant time period, (this has the tracking and the email which will be needed in the next step)
2. Go download the email detail report for the ‘your order has shipped email’, which has all the emails sent over on X date for that email document
3. Cross reference both emails to identify which clients didn’t receive the email
4. Go to the ‘order tracking importer’ and download the demo file. Enter the information for all the customers that didn’t receive the email
5. In the tool, mark the ‘send confirmation email’ and then upload the file of tracking numbers in the correct format; that will trigger the email for the rest.
To easily resend an individual email you can select 'Resend Order Tracking Info Email to Customer'. Specific instructions are provided in our documentation: documentation.vin65.com/Store/Orders/Managing-Orders/Order-Email
Since the last update we have been systematically debugging our platform code to try to uncover any logical / functional issues across multiple scenarios of tracking email setups, including WineDirect Fulfillment, ShipCompliant and Easy Ship.
We have identified a possible link between this issue and use of Future Ship dates associated with the orders that are not triggering tracking emails. We have a plan in place to confirm the pattern of the issue and once we understand the problem, identify a solution.
We appreciate your patience as we work through this complex issue. This is the top issue our development team is working to resolve and we will provide a further update on or before Friday, December 18, 2020.
December 18, 2020 18:39 PST
[Investigating] This issue affects the following automatic tracking email setups: WineDirect Fulfillment, ShipCompliant and Easy Ship UPS.
If you use one of the above setups and encounter the “Order Has Shipped” you will first need to identify which, if any, customer(s) did not receive the email and then resend to those contacts using the Order Tracking Importer. Please see the detailed steps provided in previous updates.
Since the last update, we have identified a pattern of Future Ship dates associated with orders that are not triggering tracking emails but have not yet been able to trace that do a specific issue impacting reliability of this specific system email. We have insured that adequate error monitoring is in place to determine if our send validation is failing. We continue to systematically debug relevant platform code to try to uncover any logical / functional issues that could account for this intermittent issue.
We appreciate your patience as we work through this complex issue. This is the top issue our development team is working to fix.
January 15, 2021 15:46 PST
[Identified] This issue affects the following automatic tracking email setups: WineDirect Fulfillment, ShipCompliant and Easy Ship UPS.
If you use one of the above setups and encounter the “Order Has Shipped” you will first need to identify which, if any, customer(s) did not receive the email and then resend to those contacts using the Order Tracking Importer. Please see the detailed steps provided in previous updates.
We have identified the specific issue causing the automatic email to fail intermittently for orders using Future Ship dates. The solution to resolve the issue is in development and our anticipated date for this to be resolved is Friday, January 22.
January 21, 2021 16:53 PST
[Monitoring] Today tracking emails resume sending for users of the EasyShip UPS integration tool. We are now monitoring through next Friday, January 29 to ensure this issue is fully resolved.
Due to the delayed retrieval of tracking numbers from UPS, order email notifications triggered for past orders with a prior "Pending Carrier Pickup" status. This should be a one-time occurrence for each order.
We apologize to clients for any confusion and inconvenience caused to wine club members and customers who received this delayed and in some cases duplicate notification.