Disabling Transaction Emails

  • Resolved yknivag

    (@yknivag)


    3 years, 5 months ago

    The full documentation for this plugin at https://docs.woocommerce.com/document/facebook-for-woocommerce/ says:

    Any automated emails sent out to communicate order status, refunds, etc, should be disabled for all Facebook orders. Facebook will send emails to customers directly and any additional emails would be duplicative, leading to a negative customer experience.

    However it gives no indication of how this may be achieved without disabling emails for all non-Facebook orders.

    Surely if this is a requirement then:

    1. The plugin should do this automatically, or at least provide the facility so to do, or
    2. The documentation should really provide some instructions on how to achieve this frankly ridiculous requirement.

    This seems really rather counter-productive. The purpose of the plugin is to drive business from FB towards a brand, to then insist that that brand refrain from sending branded comms during the purchase process removes the ability to cement the brand name with the customer.

    However given that this situation exists how on earth does one actually implement it?

Viewing 5 replies - 1 through 5 (of 5 total)

  • Hey there @yknivag,

    Thanks for bringing this up.

    I have asked the documentation team and the developers about this.

    This seems really rather counter-productive. The purpose of the plugin is to drive business from FB towards a brand, to then insist that that brand refrain from sending branded comms during the purchase process removes the ability to cement the brand name with the customer.

    I may be wrong, but these conditions are possibly coming from the platform guidelines of Facebook rather than from WooCommerce.

    However given that this situation exists how on earth does one actually implement it?

    We will keep you posted. Thanks for your patience.

    Hi @yknivag

    Thanks for your patience.

    Any automated emails sent out to communicate order status, refunds, etc, should be disabled for all Facebook orders. Facebook will send emails to customers directly and any additional emails would be duplicative, leading to a negative customer experience.

    In regards to the above paragraph from our documentation, we have been in touch with our developers.

    It’s indeed confusing since there is no further guide on how to disable it and if this is disabled by default, etc.

    Our developers are investigating this.

    Sidenote:

    If you already buying ads from Facebook and already generating orders from Facebook as you enable checkout on Facebook, for example, please confirm that you see that if there is any emails sent by Facebook regarding those orders.

    Look forward to your reply.

    Thread Starter yknivag

    (@yknivag)

    Hi @solstudioim

    I don’t know if there would be emails from Facebook as I cannot implement the plugin until you can provide details as to how these WooCommerce emails may be disabled.

    Surely if the plugin took care of disabling these emails the documentation would simply state that WooCommerce emails would be disabled for those shopping on Facebook.

    That it says that this disablement needs to be carried out by the store owner suggests to me that whoever developed the plugin found this goal too difficult to achieve and thus has left the task for the store owner. That no instructions are provided as to how to do this would suggest that perhaps whilst a requirement it is also impossible?

    One cannot simply disable all WooCommerce emails as that would remove all transactional interaction for those not shopping on Facebook.

    If stopping these emails is a requirement for linking WooCommerce to Facebook then this should be taken care of by the plugin. If stopping them isn’t possible, then it is almost certainly impossible for the store owner to comply with the plugin’s requirements and thus the plugin is not fit for purpose. You cannot simply make an impossible task someone else’s responsibility purely to wash your hands of compliance.

    I await with great interest the response from your development team.

    Hi @yknivag,

    Thanks for reporting this issue to us.

    We do not have any extra information at this moment than what is on this thread. We have however created a GitHub issue to track this.
    https://github.com/woocommerce/facebook-for-woocommerce/issues/2047

    I recommend that you subscribe to that thread to follow the discussion. That’ll allow you to be the first to find out when this is closed and solved.

    You can subscribe by clicking this button on the GitHub repo (this will only be visible if you have a GitHub account, which can be done for free):

    Image Link: https://cld.wthms.co/2EmX9K
    I’ll mark this thread as resolved now. If you have any further questions, I recommend creating a new thread.`

    Thread Starter yknivag

    (@yknivag)

    Hi @nagpai

    Many thanks for getting back to me. I will follow the progress at GitHub closely.

    However simply opening another ticket in another system is to a “Resolution”. Marking this thread as “Resolved” would give the impression to people looking at the forum that the issue is fixed.

    As the issue is not fixed, I have set the thread back to “Unresolved”. This will allow others searching here for the same issue to know that it is still being worked on.

    Kind Regards,

    Gavin.

Viewing 5 replies - 1 through 5 (of 5 total)
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