Product update notification issue

I had an update to a digital product last week. Since I didn't know how to reactivate all the downloads at once, I reset them, one by one (I had over 50 instances). Then, I sent an email notification to all those who had purchased it. That is when things went odd.

Since I did reset the downloads manually, I was able to see who had purchased it (I have a pretty regular crowd). When I sent the notification, it said it sent to 37 recipients. I could see a handful of bad emails but that was about 15, which seemed a little high.

In addition, after I had mentioned the update in my forum, those who had purchased it never got the notification. Then, some who got a notification, emailed me saying they never purchased it.

So I am confused as to how the recipients are "selected" since it didn't seem to match.

I have another update now to do and I am unsure how to notify the customers or whether I am doing it right or not. Is there a particular setting I should be checking or changing?

Thanks.

Is there any explanation for this situation that I encountered?

I have other updates to the digital products some people have purchased.

How can I make sure that only the customers who purchased them get the notifications?

Email notifications are sent to customers that have "opted in" to the receipt of those emails, so not everyone that purchased will receive it. Additionally, some who simply signed up for product notifications would receive the email even though they haven't purchased it.

I'll suggest covering those conditions in the email you sent, something like

I've just updated {product-name}, if you purchased it in the past please log into your account to download the updated version.

Oh, interesting. I thought that update notifications were automatically sent to all those who had purchased the specific product and only those for that specific product since I have to select the product in question in the process. I didn't think anyone who has not purchased it, would receive those notifications.

Thanks.

Bear in mind that if they have signed up for notifications, even though they have not YET purchased, you could consider them likely future purchasers.

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Originally Posted by swguy

Bear in mind that if they have signed up for notifications, even though they have not YET purchased, you could consider them likely future purchasers.

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Very good point!

Is there a quick and easy way to reset the downloads for all those who might have purchased a specific product?
(remember that I am not techie when it comes to ZC so I need very simple and detailed explanations! :blush:)

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Originally Posted by CaroleAs

Is there a quick and easy way to reset the downloads for all those who might have purchased a specific product?
(remember that I am not techie when it comes to ZC so I need very simple and detailed explanations! :blush:)

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In what manner do you want to "reset" the downloads? Do you want to limit the future downloads to a number of days since purchase or do you want the downloads to be "perpetual"?

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Originally Posted by lat9

In what manner do you want to "reset" the downloads? Do you want to limit the future downloads to a number of days since purchase or do you want the downloads to be "perpetual"?

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My download links expire after 6 months. I am not sure why I have an expiry date (can I NOT have one?) but most of them have already expired so the customers can't download the new updated file.

Maybe I should have the downloads "perpetual" in the future!

Quote:

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Originally Posted by CaroleAs

My download links expire after 6 months. I am not sure why I have an expiry date (can I NOT have one?) but most of them have already expired so the customers can't download the new updated file.

Maybe I should have the downloads "perpetual" in the future!

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For "unlimited" downloads in the future
- Set Configuration :: Attribute Settings :: Download Expiration (Number of Days) to 0

To set all customers' downloads to have no restrictions, copy the following, paste into your admin's Tools :: Install SQL Patches and run (after making a backup of your current database!):

Code:

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UPDATE orders_products_download SET download_maxdays = 0;

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Just to be sure, because I have been tripped up in this very area:

The first command (Download Expiration = 0) changes *future purchases* to have unlimited downloads.

The second command (UPDATE orders_products_download...) changes *past purchases* of downloadable products to have unlimited downloads.

Quote:

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Originally Posted by swguy

Just to be sure, because I have been tripped up in this very area:

The first command (Download Expiration = 0) changes *future purchases* to have unlimited downloads.

The second command (UPDATE orders_products_download...) changes *past purchases* of downloadable products to have unlimited downloads.

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Yep and yep.

Thanks!

I have sent an update notification. One customer asked me to remove her from the emails since she no longer uses those products I sell. I know I can UNSUBSCRIBE her from the newsletter in her profile, but where can I remove her from product update notifications?

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Originally Posted by CaroleAs

I have sent an update notification. One customer asked me to remove her from the emails since she no longer uses those products I sell. I know I can UNSUBSCRIBE her from the newsletter in her profile, but where can I remove her from product update notifications?

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What's the customer's "customers_id"? You can find that by navigating to the admin's Customers :: Customers tool and then searching by email address. The "customers_id" displays in the ID field in the table of results returned.

Quote:

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Originally Posted by lat9

What's the customer's "customers_id"? You can find that by navigating to the admin's Customers :: Customers tool and then searching by email address. The "customers_id" displays in the ID field in the table of results returned.

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I don't understand how it removes the contact from the product update notification list. Why do I need the customer_id?

@lat9 is going to give you a SQL command that requires on you knowing this piece of information.

First, I never received anything from lat9, but not biggies.

Now, I have other product updates. May I ask why one has to select the updated product if the notification is not sent specifically to the customers who purchased those products?

I think it makes sense to send it to everyone who opted to get the notification, but is that really what happens? I am surprised that from the thousands of customers in my store, only 37 would have opted for that (based on my last send).

Then, is it something that someone can opt-in without making a purchase? Can I send a note in my newsletter to encourage customers to go back to their account and opt in if they have not already?

Quote:

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Originally Posted by lat9

What's the customer's "customers_id"? You can find that by navigating to the admin's Customers :: Customers tool and then searching by email address. The "customers_id" displays in the ID field in the table of results returned.

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Quote:

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Originally Posted by CaroleAs

I don't understand how it removes the contact from the product update notification list. Why do I need the customer_id?

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Quote:

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Originally Posted by swguy

@lat9 is going to give you a SQL command that requires on you knowing this piece of information.

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Quote:

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Originally Posted by CaroleAs

First, I never received anything from lat9, but not biggies.

Now, I have other product updates. May I ask why one has to select the updated product if the notification is not sent specifically to the customers who purchased those products?

I think it makes sense to send it to everyone who opted to get the notification, but is that really what happens? I am surprised that from the thousands of customers in my store, only 37 would have opted for that (based on my last send).

Then, is it something that someone can opt-in without making a purchase? Can I send a note in my newsletter to encourage customers to go back to their account and opt in if they have not already?

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You never received anything from me because you never provided the customers_id that I'd requested in that first post.

A logged-in customer can opt-in without making a purchase from the product-notification block/sidebox when viewing a specific product ... depending on your template.

Quote:

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Originally Posted by lat9

You never received anything from me because you never provided the customers_id that I'd requested in that first post.

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Oh... I see. I was expecting a code that I would then, have to edit with the customer_id (so i can reuse it for other instances). Right now, I don't have that ID as I don't remember who it was (can't seem to find that email anymore).

Quote:

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Originally Posted by lat9

You never received anything from me because you never provided the customers_id that I'd requested in that first post.

A logged-in customer can opt-in without making a purchase from the product-notification block/sidebox when viewing a specific product ... depending on your template.

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I realized that I didn't even have that box. I added it and now that is clarified.

However, can you explain what is the point of using that box if the ones being notified might not even be customers who purchased that product?

So, if I have an update for a product, who will get the notification?
Everyone who checked the option?
Everyone who checked the option AND has purchased the specific product?

From my last experience, it might be everyone who has checked the notification option regardless of whether they have purchased the specific product or not.

I need to know so I can write the email accordingly.

Additional questions:

- is the sidebox for product update notifications linked to the individual products? I would like to have it on the "home" page, but it is not showing there. What am I missing?

- can someone opt-in to get a notification for all their previously purchased products in one click or do they need to select every product one by one?

Quote:

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Originally Posted by CaroleAs

So, if I have an update for a product, who will get the notification?
Everyone who checked the option?
Everyone who checked the option AND has purchased the specific product?

From my last experience, it might be everyone who has checked the notification option regardless of whether they have purchased the specific product or not.

I need to know so I can write the email accordingly.

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Everyone who checked the option, not necessarily purchasers.

Quote:

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Originally Posted by CaroleAs

Additional questions:

- is the sidebox for product update notifications linked to the individual products? I would like to have it on the "home" page, but it is not showing there. What am I missing?

- can someone opt-in to get a notification for all their previously purchased products in one click or do they need to select every product one by one?

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The sidebox displays only when a product's details page, e.g. product_info, or a product-specific reviews page is shown. Customers can also (unless your template's changed the processing) sign up on the checkout-success page, where they're given the opportunity to sign up for any of the purchased products.

There's no built-in "let me know when anything I've purchased is changed" notification addition.

So, when the box displays "Notify me of updates to [product X]", it does not really limit the notifications to only this product. That description is quite misleading.

So, a customer could now log in, go to one product description, and click that link and they will be added to the list of recipients, for ALL the product update notification, correct?

Quote:

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Originally Posted by CaroleAs

So, when the box displays "Notify me of updates to [product X]", it does not really limit the notifications to only this product. That description is quite misleading.

So, a customer could now log in, go to one product description, and click that link and they will be added to the list of recipients, for ALL the product update notification, correct?

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That's not what I said; the notifications are specific to "product X".

Quote:

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Originally Posted by lat9

That's not what I said; the notifications are specific to "product X".

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So, someone has to check that box at the time of purchase (at checkout). That makes sense.
What if they didn't? Is there a way for them to check for it later, not during a purchase?

What should I tell my current customers who might not have checked that box before?

Quote:

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Originally Posted by CaroleAs

So, someone has to check that box at the time of purchase (at checkout). That makes sense.
What if they didn't? Is there a way for them to check for it later, not during a purchase?

What should I tell my current customers who might not have checked that box before?

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If you've got the sidebox enabled, logged-in customers can sign-up (or opt-out) of notifications for a given product when viewing that product's details or its reviews.

Quote:

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Originally Posted by lat9

If you've got the sidebox enabled, logged-in customers can sign-up (or opt-out) of notifications for a given product when viewing that product's details or its reviews.

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So if they need to be updated for ANY product they purchased, they would need to go one by one?

I guess I'll remind them to check the box at the checkout the next time they make a purchase as it seems very convoluted to decide later, that they want the notifications.

Quote:

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Originally Posted by CaroleAs

So if they need to be updated for ANY product they purchased, they would need to go one by one?

I guess I'll remind them to check the box at the checkout the next time they make a purchase as it seems very convoluted to decide later, that they want the notifications.

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What you said is the way that feature works.