When the new mail blast for version 1.0.1.51 was released, the system is sending us a duplicate email every minute.
Something is wrong with your notification system. Can you investigate why the system is sending so many "A new ConnectWise Automate plugin update is available for "Habitat for ConnectWise Automate Auto renew"" emails to us?
25 notification emails(and counting)
Re: 25 notification emails(and counting)
First, let me say:
We would like to sincerely apologize for the inconvenience caused by the recent issues with our notification system. We understand how frustrating it must be to receive repeated emails, and we regret any disruption this may have caused.
Please know that we are fully aware of the situation and are actively investigating the root cause to ensure a swift resolution. Our team is committed to addressing this issue promptly and taking the necessary steps to prevent it from happening again in the future.
We truly value your patience and understanding as we work to resolve this matter.
"Why" and "How" is this happening, and "What" we are doing about it?
We use Shopify.com as our storefront to manage sales and subscriptions. They also manage the digital downloads and URL links for all the available plugins we offer. Unfortunately, they have a poorly designed interface, which my team has dubbed the "suicide button."
Basically, they placed a "send" and a "save" button side by side in the update form, and if you are not fully focused, you might click the "send" button.
That, in itself, would not be a significant problem except that the Digital Download notifications, for which we have no control, fire off one email for each order of the product. There are 12 orders in a year, and each user who has ever signed up (active or not) will receive one email for each order they have had.
I have been on live chats with Shopify Support numerous times, including again today.
Here is an excerpt of my transcript with Shopify today.
Again, my apologies!
We would like to sincerely apologize for the inconvenience caused by the recent issues with our notification system. We understand how frustrating it must be to receive repeated emails, and we regret any disruption this may have caused.
Please know that we are fully aware of the situation and are actively investigating the root cause to ensure a swift resolution. Our team is committed to addressing this issue promptly and taking the necessary steps to prevent it from happening again in the future.
We truly value your patience and understanding as we work to resolve this matter.
"Why" and "How" is this happening, and "What" we are doing about it?
We use Shopify.com as our storefront to manage sales and subscriptions. They also manage the digital downloads and URL links for all the available plugins we offer. Unfortunately, they have a poorly designed interface, which my team has dubbed the "suicide button."
Basically, they placed a "send" and a "save" button side by side in the update form, and if you are not fully focused, you might click the "send" button.
That, in itself, would not be a significant problem except that the Digital Download notifications, for which we have no control, fire off one email for each order of the product. There are 12 orders in a year, and each user who has ever signed up (active or not) will receive one email for each order they have had.
I have been on live chats with Shopify Support numerous times, including again today.
Here is an excerpt of my transcript with Shopify today.
I am actively addressing this issue and will keep eveyone updated with any progress we make on resolving it. While we have explored the idea of transitioning to another platform, we understand that such a move can often be as challenging as managing the current difficulties. Nevertheless, we remain committed to examining all available options to ensure the best outcome for our operation.Full chat transcript below. All timestamps in UTC timezone.
16:32 Shannon Anderson: The Digital downloads Add-on is spamming my customer base! This is is at least the 5 time now that I am reaching out to support about the app spamming my customers. There is something that has to be done about this issue!
16:32 Shannon Anderson: How do I stop the Digital Downloads app from sending multiple emails to my customers?
16:33 Thea E. (Support Advisor): Hi there, live agent here!
16:34 Shannon Anderson: I have reached out several times about this issue and I have received no response
16:34 Thea E. (Support Advisor): I’m really sorry to hear about the struggles you’re facing with the Digital Downloads Add-on. It’s completely understandable that you’re feeling overwhelmed, especially with the recent cancellation weighing heavily on you.
16:34 Thea E. (Support Advisor): Let me go ahead and let me see what I can do here. By the way, can I have your name to address you properly?
16:38 Shannon Anderson: Imagng If I have a customer that has been with me since 2018, That is one email for every month from 2018 to present. Thats about 72 emails
16:38 Shannon Anderson: for one customer in one minute.
16:39 Thea E. (Support Advisor): I can really sense how concerning this situation is for you, especially considering the potential long-term financial impact of losing a customer and the frustration of dealing with this ongoing issue. Let’s explore some steps you can take that might help address this issue more effectively.
16:39 Thea E. (Support Advisor): Could you please share a sample screenshot of the email that customers receive from the Digital Downloads app so I can review?
###REDACTED Personal Custormer Email Information####
16:47 Thea E. (Support Advisor): Thank you for waiting, Shannon. I was able to check the previous ticket here and you said the action involves updating an existing software download. After you upload the settings, you must click "Save" before generating a download link. However, between saving and creating the link, a pop-up appears with a button labeled "Send," which closely resembles the "Save" button. If you’re not paying close attention and reading the pop-up carefully, you may unintentionally send mass emails to all customers who have purchased this product.
16:50 Shannon Anderson: Sends Screenshot 2025-03-13 125001.png to Thea. Showing Suicide Button.
16:52 Shannon Anderson: That inlies is my problem. Look at the buttons, if you are not fully focused on the task, maybe the phone is ringing or someon talkig in your ear. You may not see that it says "send" and not "save" and once clicked you are screwed. No "are you sure" pop ups or any way to cancel the emails. You just unloaded a spam whirlwind on all your customers! That is a piss poor design!
16:53 Shannon Anderson: If it only sent one email, that be ok but it sends one email for every "order" the client has and the client has one order per month for last 8 years
16:54 Shannon Anderson: so you can see where this is not working as desired.
16:55 Thea E. (Support Advisor): I get your point, Shannon. I completely understand your frustration. It’s incredibly easy to make a mistake in situations like that, especially when there are distractions around. The fact that clicking "send" leads to a mass email without any confirmation is definitely concerning. I can see how that could create a huge headache for you and your customers, especially considering how many orders they have over the years.
16:55 Shannon Anderson: need a checkbox to say email customers or only send one email per email address
16:55 Thea E. (Support Advisor): For this one, I will go ahead and raise this with our developers so they can get a closer look.
16:56 Thea E. (Support Advisor): We always want to make sure that everyone using our platform and/or services feel safe, comfortable, at ease, and happy! With that said, we need to make sure that we're always meeting our merchant's changing needs. So rest assured that we are, and will always be, continuously improving and developing our platform.
16:56 Shannon Anderson: I got to get some action on this!
16:57 Shannon Anderson: This makes for bad business.
16:58 Shannon Anderson: I need to have someone get back to me on this.. I need to know a solution is in the works. If not I will need to consider another product to operate my stoe front.
16:59 Shannon Anderson: I have shown that I am losing business as a driect result on this.
16:59 Thea E. (Support Advisor): I hear you, Shannon. I completely see how this issue affects your business. With your permission, I'll go ahead and pass this feature request over to our development team, so they could take a closer look! I have high hopes for this as it will also help other merchants in the future. We normally announce if there's a new feature on our platform. You may watch out for these links:
Changelog
Shopify Blog Updates and Announcements
News and Releases
17:00 Shannon Anderson: Bloody keyboard battery is dieing.. skipping letters on me.
17:00 Shannon Anderson: sorry for the typos
17:02 Thea E. (Support Advisor): It's alright! I will now pass this request to our developers. Please bear with me.
17:02 Shannon Anderson: I understand and thank you for pushing the feature request. That how ever does have a conatct out to me. How and when will I know this problem is been reviewed and action take? I am at a point I do not want to make a new update to any of my softwares , I would hate to lose any more customers.
17:03 Shannon Anderson: doesn't have....
17:04 Shannon Anderson: What if they decide its not worth doing, I need to know that too.
17:05 Thea E. (Support Advisor): I understand. We typically announce any new features on our platform. You can keep an eye out for these links:
17:05 Thea E. (Support Advisor):
Changelog
Shopify Blog Updates and Announcements
News and Releases"
17:05 Thea E. (Support Advisor): On top of it, I will let them know that this is a very urgent matter.
17:07 Thea E. (Support Advisor): I totally understand the urgency of this matter, so I have been raised with our developers and let them know that this feature needs to be added asap. I can assure you that this will be taken seriously by our developers.
17:07 Thea E. (Support Advisor): For now, we would like to ask for your additional patience and understanding while we work on this matter.
17:08 Shannon Anderson: Thank you..
17:08 System: Chat ended by client
Again, my apologies!
Re: 25 notification emails(and counting)
We had another event today, I do appoligies for this and am on the phoe with SHopify to resolve this issue.