thread Late and duplicated SMS notifications in Online Store

Late and duplicated SMS notifications

Sam_400º — Sun, 29 Jan 2023 17:29:36 GMT

Over the passed couple of weeks I've had a few customers let me know that they've received order ready emails and SMS days after they've already collected their order. This is when I'm still doing everything in the same way (and they've had the order ready message at the right time too).

Is this just me - as I've had ongoing issues with communications from my site or is it effecting anyone else?

Re: Late and duplicated SMS notifications

k_atie — Mon, 30 Jan 2023 11:42:00 GMT

Hey @Sam_400º, thank you for flagging this. That does sound weird alright!

Do you know if this is happening for only certain mobile phone network providers? If so, could you specify which one? Have your website settings changed at all recently? The more information you can provide the better I will be at troubleshooting. Thanks!

Re: Late and duplicated SMS notifications

Sam_400º — Mon, 30 Jan 2023 13:20:06 GMT

Hey @k_atie one of them was EE but that's all I know. There have been extra delayed emails too so don't think it's a network issue?

There's at least one ticket open (for the past 18 months +) about duplicated notification emails, but they've all been instant - this is something new over the past couple of weeks.

Re: Late and duplicated SMS notifications

k_atie — Mon, 30 Jan 2023 13:45:06 GMT

Thanks for clarifying that @Sam_400º. I haven't heard of any issue with duplicate SMS being sent after an order has been completed. I'm going to scout around on the backend of our systems to see if anyone from other teams is aware of this issue, or if another ticket needs to be raised. I'll update you on this thread once I know more.

One last thing - do you know approximately how many of your customers this was affecting?

Re: Late and duplicated SMS notifications

Sam_400º — Mon, 30 Jan 2023 13:52:28 GMT

@k_atie Hard to say as they're so used to extra emails they probably don't bother to tell me 🤣

Re: Late and duplicated SMS notifications

k_atie — Mon, 30 Jan 2023 14:07:49 GMT

Hahah no worries at all @Sam_400º! I'll pass on the information that you've provided to our teams anyways. I'll get back to you ASAP! 😊

Re: Late and duplicated SMS notifications

k_atie — Tue, 31 Jan 2023 14:20:44 GMT

Hey @Sam_400º, our team is currently looking into this for you. Do you have any examples of orders that sent out late duplicate texts? If so, could you provide the order number, please? Thanks. 😊

Re: Late and duplicated SMS notifications

Sam_400º — Tue, 31 Jan 2023 20:53:25 GMT

@k_atie Orders below:

Square Online 1699339546

Square Online 2055011780

Square Online 1129897749

Are the ones I'm aware of for SMS

For the duplicate emails - every. single. order.