for those who like to cut to the chase: There was in fact a problem as the op mentioned, we have fixed it and will only resume sending emails once it passes some additional qa + testing.
My parents taught me at a young age that when you fuck up; admit and address it. Looks like that rule applies in this case.
description
we have four types of emails in our system: Registration, triggered, automated and promotional. The first is obvious, triggered are based on user requests (like online notifications), automated are designed to get customers re-engaged with the products and the promotional emails give customers details on our discounts, etc.
In this case 3 out of 4 worked flawless, but an unhandled exception in the promo mailer logic was causing some white label customers to receive flirt 4 free branded emails because flirt 4 free is the default.
details
- branding is of utmost priority for us and we sincerely apologize for disrupting the continuity of the white label branding in this case.
- sales tracking works regardless of domain or sitekey. We only email customers with accounts, so even in cases where the user saw a flirt 4 free branded email the original affiliate still received credit.
going forward
- as stated, we?re fixing the programming issue and testing before re-activating. Our next promotional mailing is later this week and it will be fully ready by that time.
- we?re going to reach out to the affected customers personally to work to address any branding confusion issues.
our sincerest apologies that this happened. I?m happy that the sales tracking worked as designed, but very empathic to the issue of branding. We?ve worked hard to build a very solid white label system and obviously failed to achieve perfection in this case. Good lesson and one that we will certainly learn from in the future.
Internally we?re also going to make some changes. I think the sales department did what they were supposed to do in the correspondence with the op; but we could and should have asked for more examples in that email exchange as it would have pointed the programmers directly to the problem (just as it did this morning). Another good lesson.
If anyone has any questions or follow-up concerns i will try to visit this thread later this afternoon and am available via email at brad at vs dot com and or you can call our office to speak with myself or matt or jeff in sales (818-880-9021).
Sincerely,
brad