Have you checked your Activity Log, Dashboard or Daily Feedback Summary and found that emails have not been sent from your account as expected? Here are a few things you can check to troubleshoot the problem.
1. Is Amazon MWS Connected?
Check the Activity Log (below the tiles on your Dashboard) and the Orders graph to the right of it. Do these show that orders have been imported within the last 24 hours?
If the last order import was several days ago, try updating your MWS credentials. This should trigger your order imports as well as your emails.
2. Are Your Campaigns Active?
Click Emails > Campaigns and make sure all the campaigns you want to send have are toggled to the green “Active” switch, not the gray “Inactive” switch.
Click the title of each campaign to check on the timing and rules. Click the thumbnail to the right of each campaign title to see the template (email message) that will be sent when this is activated. If you haven’t customized your emails yet, start by reading Create your Templates and Activate your Campaigns.
3. Is Your Timing Correct?
Check your wait time and your day range. They may be in conflict with each other and prevent emails from going out.
The day range must always be at least one day more than the wait time. However, if you use the delivery date as your basis, you will need to set the day range higher to allow for the shipping time.
For example, if your buyers usually receive their orders 2-5 days after placing them, and you want to send emails 2 days after delivery date, you should set your day range to at least 8 days to ensure sending. Most sellers set the day range somewhere between 30 and 90 to be safe.
(Tip: You can also change the priority of the campaigns by going to the Campaigns page and dragging the list icon to the left of each campaign to a higher or lower position. Do this to make sure your most important emails are sent on time, in case the Daily Email Limit prevents sending all the emails.)
4. Are Your Rules Accurate?
One common mistake is to set up a campaign for specific items, but mix up the SKUs and the ASINs. For example, you might select “Send only for orders that contain SKUs in this list,” but accidentally add ASINs to the list. Double check this rule if you are using it.
As for the other campaign rules, check to make sure they are not too restrictive:
- Are the emails being sent only on one or two days of the week? Most successful sellers send emails all days or most days (e.g. Tuesday through Friday).
- Are they limited to orders in a certain price range or with a specific discount that doesn’t occur often? These rules are helpful in some special cases, but are not used very commonly for feedback or review requests.
- Are they scheduled after another campaign that is now inactive? Maybe you meant to exclude buyers who had already received this campaign, rather than include them.
Most sellers find that their campaigns only need a few basic rules to be successful, so try removing any unnecessary rules to get your emails sending again. (Click the red X next to any custom campaign rule to delete it.)
If you have tried checking these settings and don’t see improvement, please contact us so we can help.