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    Why do customer emails truncate?

    ie, miss out some product lines?

    None of the products are associated (I avoid full stop), duplicates, or long product titles.

    We've just had an order, which has caused all manner of confusion, had a product removed from the email, although it was marked as shipped at the same time as the rest.

    Here was the proper summary as it should have looked...

    product one x 1
    product two x 2
    product three x 2
    product four x 2
    product five x 2

    And what the order shipped email said...

    product one x 2 (wrong quantity)
    product three x 2
    product four x 2
    product five x 2

    (product two completely dissapeared)

    We've shipped the goods correctly (needed urgently), but the customer almost became an A&E statistic because of this incorrect email.

    If you look at the `sent` email it shows as it should have done, but what actually arrived in the customers email box is as above.


    Just as well feefifofum aint activated yet, that'd take a bit of explaining.
    Football Heaven

    For all kinds of football souvenirs and memorabilia.

    #2
    If you look at the `sent` email it shows as it should have done, but what actually arrived in the customers email box is as above.
    This is an odd one George, I can't remember hearing of a similar problem. In general, the copy of the sent email is what was sent so it must be something outside of actinic.

    It looks to me as if a line or two were removed from the middle of the email, ie the red bits here:

    product one x 1
    product two
    x 2
    product three x 2
    product four x 2
    product five x 2

    Probably some kind of data corruption somewhere in the sending process. The customer shouldn't be able to edit it and if the send copy reads correctly then it isn't a 'finger' problem by the sender either.

    It's probably a one-off that you'll never see again. Or have you seen it before?

    Mike
    -----------------------------------------

    First Tackle - Fly Fishing and Game Angling

    -----------------------------------------

    Comment


      #3
      Aye, I had noticed where the bit missed out had dissapeared from and the connection with the altered quantity.

      I have seen it before actually, usually with orders with more product lines though.

      Sadly, a bit of investigation on my part didnt show up any proof, as in looking back at order shipped emails that customers had replied to in the past for whatever reason.
      Football Heaven

      For all kinds of football souvenirs and memorabilia.

      Comment


        #4
        Actually, I just sent the same email to myself and its also corrupted.

        So it has to be Actinics doing? Somehow?
        Football Heaven

        For all kinds of football souvenirs and memorabilia.

        Comment


          #5
          Can you post the product bit of the email? It might be worth showing as a) someone else might recognise thr problem and b) I might test it on some other actinic versions and see if it's repeatable.

          What happens if you copy and paste the product bit into another email in actinic? Does it still have the same problem?

          Mike
          -----------------------------------------

          First Tackle - Fly Fishing and Game Angling

          -----------------------------------------

          Comment


            #6
            A little update.

            I've sent a few more emails from the same order to myself, including a couple which are the original default emails from Actinic and they all have the problem.

            Heres the original before it was sent...


            Monaco Scarf (France) 1 £5.95 £5.95
            No. Shipped 1

            Barcelona Scarf (Spain) 2 £5.95 £11.90
            No. Shipped 2

            France Scarf - Allez France 2 £5.95 £11.90
            No. Shipped 2

            Liverpool Scarf - By far the- 2 £5.95 £11.90
            greatest team...
            No. Shipped 2

            Wales Scarf - Wales & Cymru - 2 £5.95 £11.90
            - Land of my Fathers
            No. Shipped 2


            And heres what is recieved...

            Monaco Scarf (France) ) 2 £5.95 £11.90
            No. Shipped 2

            France Scarf - Allez France 2 £5.95 £11.90
            No. Shipped 2

            Liverpool Scarf - By far the- 2 £5.95 £11.90
            greatest team...
            No. Shipped 2

            Wales Scarf - Wales & Cymru - 2 £5.95 £11.90
            - Land of my Fathers
            No. Shipped 2


            --------------

            You'll notice a closing bracket in there after the Monaco scarf, its obviously the tail end of the (Spain) bit.

            Hmmm.

            *strokes beard*
            Football Heaven

            For all kinds of football souvenirs and memorabilia.

            Comment


              #7
              Does this happen only on this order or all the time?
              (Barcelona must be censored LOL)

              Comment


                #8
                Originally posted by drounding View Post
                Does this happen only on this order or all the time?
                (Barcelona must be censored LOL)
                Dunno Dunc, dont think its all the time otherwise peeps would have pointed it out before?
                Football Heaven

                For all kinds of football souvenirs and memorabilia.

                Comment


                  #9
                  Update. I've just sent myself another email from a customer for an order which is not completed yet. (order does not include a Barca scarf, so its not that item thats causing the error). The payment method is different as well.

                  The customer has ordered 22 different products, the email cuts it down to just three.
                  Football Heaven

                  For all kinds of football souvenirs and memorabilia.

                  Comment


                    #10
                    It's not the brackets is it or is there a character common in them all? Numbers in prod ref maybe?

                    Comment


                      #11
                      I'm toying with the bracket bit at the moment actually. We use no odd characters in product descriptions other than - ( and ). Never use non English letters either.

                      The ) does however seem to be a common denominator for the `bit thats been cut out` to end with.

                      All product ID's are generated by Actinic.
                      Football Heaven

                      For all kinds of football souvenirs and memorabilia.

                      Comment


                        #12
                        What does the email template look like? My suspicion would fall on that.
                        Or may be the brackets are causing problems for the template parser.

                        Comment


                          #13
                          You'd think it would be eh?

                          Hope this is `readable`?

                          Dear <actinic:variable name="ContactInvoiceName"/>,


                          <actinic:block if="%3cactinic%3avariable%20name%3d%22ContactInvoiceCompany%22%2f%3e%20%21%3d%20%22%22"><actinic:variable name="ContactInvoiceCompany"/>
                          </actinic:block>The following order has been shipped to your delivery address:

                          <actinic:variable name="CustomerData"/>
                          <actinic:variable name="OrderData"/>
                          <actinic:variable name="OrderLines"/>
                          <actinic:variable name="OrderTotals"/>
                          <actinic:variable name="SSPRateMessage"/>

                          Sincerely,
                          <actinic:variable name="CompanyName"/>

                          <actinic:block if="%3cactinic%3avariable%20name%3d%22Address1%22%2f%3e%20%21%3d%20%22%22"><actinic:variable name="Address1"/>
                          </actinic:block><actinic:block if="%3cactinic%3avariable%20name%3d%22Address2%22%2f%3e%20%21%3d%20%22%22"><actinic:variable name="Address2"/>
                          </actinic:block><actinic:block if="%3cactinic%3avariable%20name%3d%22Address3%22%2f%3e%20%21%3d%20%22%22"><actinic:variable name="Address3"/>
                          </actinic:block><actinic:block if="%3cactinic%3avariable%20name%3d%22Address4%22%2f%3e%20%21%3d%20%22%22"><actinic:variable name="Address4"/>
                          </actinic:block><actinic:block if="%3cactinic%3avariable%20name%3d%22PostalCode%22%2f%3e%20%21%3d%20%22%22"><actinic:variable name="PostalCode"/>
                          </actinic:block><actinic:block if="%3cactinic%3avariable%20name%3d%22Country%22%2f%3e%20%21%3d%20%22%22"><actinic:variable name="Country"/>
                          </actinic:block><actinic:block if="%3cactinic%3avariable%20name%3d%22Phone%22%2f%3e%20%21%3d%20%22%22"><actinic:variable name="Phone"/>
                          </actinic:block><actinic:block if="%3cactinic%3avariable%20name%3d%22Fax%22%2f%3e%20%21%3d%20%22%22"><actinic:variable name="Fax"/>
                          </actinic:block><actinic:block if="%3cactinic%3avariable%20name%3d%22Email%22%2f%3e%20%21%3d%20%22%22"><actinic:variable name="Email"/>
                          </actinic:block>
                          <actinic:variable name="SSPTrademarks"/>
                          Football Heaven

                          For all kinds of football souvenirs and memorabilia.

                          Comment


                            #14
                            Originally posted by george View Post
                            I'm toying with the bracket bit at the moment actually. We use no odd characters in product descriptions other than - ( and ). Never use non English letters either.

                            The ) does however seem to be a common denominator for the `bit thats been cut out` to end with.

                            All product ID's are generated by Actinic.
                            Sounds a good first level to check for sure. I suspect a certain character or certain characters are cutting the message short.

                            Comment


                              #15
                              Hmmm... I guess this line is responsible for the whole lot:

                              <actinic:variable name="OrderLines"/>

                              Comment

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