thread Re: Welcome new customers - automated email in Payments Troubleshooting

Welcome new customers - automated email

sjh2010 — Sun, 21 Sep 2025 08:09:45 GMT

Hi guys. I’m trying to set up an automated email to obtain feedback using the “Follow Up On Purchase” template in Square Marketing. The option to add a link to a button is not displaying in this template but when I go into the template I created to welcome new customers, the option to add a link is showing. Is this a bug in this template? @Seamus @Arie

Re: Welcome new customers - automated email

sjh2010 — Tue, 09 Nov 2021 21:49:41 GMT

@Seamus Can you please help me. I cannot get this template to work. The “Feedback” button doesn’t do anything even though I have “Feedback” enabled from my dashboard. The button to my “Home” page throws a 404 error. I’m really frustrated. I’ve just paid for a year’s subscription to the marketing suite and, quite frankly I’m now wishing I hadn’t

Re: Welcome new customers - automated email

Seamus — Wed, 10 Nov 2021 01:37:02 GMT

Hey @sjh2010,

I'm looking into this for you - in trying to replicate the issue you're seeing, I don't seem to have the same options within my test account under Automated emails.

I'm going to reach out to a Marketing specialist to get some further guidance here. Appreciate your patience while I follow this one up! You may also be able to get a hand from our support team in the meantime! They're available on 1800 760 137, 9am-5pm weekdays AEDT.

Re: Welcome new customers - automated email

Seamus — Wed, 10 Nov 2021 04:29:33 GMT

@sjh2021 Can I confirm if you're referring to Square Marketing, or the marketing section in Square Online? If it's the latter, this feature is currently driven by Weebly Promote.

After chatting with the Square Marketing team, it didn't look “Follow Up On Purchase” was an available feature, so I'm leaning towards the issue being with Weebly Promote.

If this is the case, I'd recommend getting in touch with support for more help here - they will be able to imitate your account dashboard, which is something we're not able to do via our community forum here. If they can see and reproduce the bug they can file a ticket, or if you're not happy with the product having purchased a year's subscription they can potentially look at a refund.

You can call support on 1800 760 137 (Mon-Fri, 9am-5pm Melbourne time), or contact us via online chat or email:

1. Sign in to your Square account

2. Head to our contact page https://squareup.com/help/au/en/contact

3. Go to "Other" then "I don't see my issue"

4. Click "Message us" or "Email us"

Re: Welcome new customers - automated email

sjh2010 — Wed, 10 Nov 2021 09:26:25 GMT

Thank you for your reply. OMG I’ve spent soooo much time trying to get the bloody template to work.

The template is in: Square Online > Marketing > Automated but it sounds like I need to contact Weebly as I suspect it is Square Marketing (which I bought at the weekend).

Re: Welcome new customers - automated email

Seamus — Wed, 10 Nov 2021 23:04:40 GMT

@sjh2010 I can see how this is easily confusing!

If you want to send me a DM, I can verify a few account details with you and see what we can do 👍