Contact Us Form

[RobbieB]

Hi, just have a question on a Contact Form.  I have added a contact link on my first page that when you click on it it takes you to another page with the contact form.  I have also added the 'I opt in to receive marketing' check box.  When I did a test, I get an email to my business email address with the comments, but there is nothing on the email that says that they have signed up to receive marketing.  I went into the Dashboard and clicked on Form Submissions and there is nothing there either.  Not sure what is happening...have I missed something?  I also have an actual sign up for newsletter button, and that info goes into my Form Entries in Form Submissions so that seems to be working OK.

Also is there any way to remove the information in the Form Submissions->form entries as I have done lots of tests and dont want to have to sift through those for actual customers info.

Kind Regards  Robyn

[Seamus]

Hey @RobbieB,

Sorry to hear you're having trouble with email notifications.

I'm not aware of any widespread issues with email notifications - though to make sure I understand correctly, do you want the following to happen:

• Customer ticks box that opts in to receive marketing emails
• Email confirms in writing that the customer has opted in to receive marketing emails

Is this a correct understanding of the issue? I'm not sure any email will specifically state this - the agreement I assume would be in the ticking of the box, then emails can be sent from there.

You may want to check with support though, as they'll be able to take a look into how the account has been set up provide better advice from that vantage point, where I'm not able to do this via our community forum!

I'm not sure that test entries are removable, but support would again be the right team to ask! 

You can call on 1800 760 137 (Mon-Fri, 9am-5pm Melbourne time), or contact via online chat (subject to availability) 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"

[RobbieB]

Hi Seamus, yes on the contact form template that you can use, it has an opt in box (below). I have done numerous tests and I get the email but all the image links are broken.  The email also shows under Website -> Form Submissions as a contact form, but there is no record of them opting in to marketing at all.  Unless one of the broken images in the email is that information I dont know, but its not helpful to have someone opt into marketing and not being able to see anywhere that they have (either in copy of the email or Form Submission).  I think I will remove the opt in button and just have it as a contact form and if they want to sign up for the Newsletter they can do it through that link on my website as that DOES appear in Form Submissions.  Thanks as always, Robyn

[Seamus]

Hey @RobbieB!

If that works as a solution I recommend going for it!

From what I understand even with images working there's wouldn't be anything that explicitly stated confirmation once a customer ticket the box to join - it's just mean they'd start receiving marketing emails if you started sending them. Happy to pass the feedback on for consideration by our product team though!

With the broken email images though - do you happen to be using Microsoft Outlook? Outlook is notorious for having has a few very long standing issues displaying images in emails, some that are sometimes fixable via Outlook settings (though sometimes now depending on the version of Outlook you're using).

[RobbieB]

Hi Seamus, No I am not using Outlook. The problem is, is that if you dont receive any notification (either by email or in the Form Submissions) that someone wants marketing material, then you have no way of knowing that you should send it 😉

[Seamus]

Ahhhh, I think I understand @RobbieB - I thought you were referring to the customer receiving an email notification to alert them they'd signed up.

If you're not already aware though you can always view a list of emails that have signed up via the pop-up by clicking on the "..." button next to it and "View details":

Does this help at all?

[h3ctic]

Hi @Seamus I have a similar question. People have been submitting Contact Us forms on my site; however, it does not email to my email address - I have to actually go and seek it out within Square. Is there a way that I can have these contact forms emailed to me directly? I'd like this so I can be far more responsive to customers. Thanks

Mick

[Arie]

You should receive an email notification when a contact us form is submitted, @h3ctic - so something might be amiss here! When you get a chance, take a look at your spam or trash folders as they might have ended up there. Are you generally receiving other emails from Square?

[h3ctic]

@Arie - Consistently receive emails from square - just nothing from the contact us form. It's very strange

[Arie]

I just tested a form submission on my site, and the notification comes from [email protected], @h3ctic. Please try adding this email address to your contacts to whitelist it, in case it automatically gets filtered out as spam. Next, test it out by submitting the form yourself, and let us know how you go!

Another troubleshooting step we recommend if that fails, would be selecting a different email address for the contact form submission notifications to be sent to - check out these steps to change the email address. 

[h3ctic]

Thanks Arie. Perfect solution and a rookie error from me. I had the incorrect email address connected to the contact form.

That'll be a few hundred dollars lost as a results. Whoops. Lesson learned though.

Thanks

Mick

[Arie]

I'm glad we were able to get to the bottom of this @h3ctic!