reminder emails

[PaulM8595]

Some of my customers say they are getting a reminder email after they have received the original.. I explained they should only get it when they do not get and open the original..  So, this can be very irritating to some.. esp those that do not get on computer that often.. they will get both since original was not opened before reminder was sent.. one lady says she doesn't get on computer that often and may see four from me? Do you have a category that allows only the original to some.. while still allowing the re-send to others... like the feature though... Paul @ NCC

[William_A]

Hello @PaulM8595 ,

Can you elaborate at all on what you're referring to? Are you manually doing additional resends-to-non-openers for some of your emails? Or are these reminders automated for some specific functionality, like an event you setup?

[PaulM8595]

William- I send a monthly Newsletter to my group and Friday group emails to my group.. I check the box to re-send to those that did not open -a feature I use on all my group emails so if they missed it or did not open for whatever reason they will get it re-sent by CC two or three days later...  Some of my group may not get on the computer that often so there could be the original and a reminder when they do.. sometimes for more than one, depending.. I had a customer recently saying this was her case and wanted to be removed from my Re-send list.. Explained how it worked and was wondering if you might have another solution..  thanks.. Paul @ NCC 

[William_A]

The resend to non-openers functionality can only send once, unless manually prompted to do so again by an account manage or the owner. I'm guessing the contact's situation is more that they received a monthly and Friday email (or the Friday emails from two separate weeks), didn't open them, then received the RSNOs, and thought it was the same email. If the topics were fairly similar, their email program may have even merged them all into a single email thread since they hadn't opened any.

If they can show that they received the exact same email four individual times, and you can see in their contact engagement history that they were sent the same email more than just twice (original and RSNO), then I'd advise calling general support so they can troubleshoot further live, or alongside our higher level technical team.