ES Back in Stock Notify Me

Dear Mutts and Hounds,

This is Joey, the account manager from the Ecomsend Restock team. I want to personally thank you for bringing these important issues to our attention. Your feedback isn't just valued—it's essential to us, and I've carefully reviewed every detail of your concerns with our development and customer service teams.

First, I want to sincerely apologize for the frustrating experience you've had with our app. You've been a loyal customer who once believed in our product enough to leave a five-star review, and we've clearly fallen short of the standards you deserve. Please know that I am personally looking into each concern you've highlighted and am committed to making things right.

-Regarding the Stock Notification Issue
After investigating your specific situation, I found that one of your products showed an inventory update on February 28th at 4:03 PM. Our system, following its current protocol, sent notifications to subscribers just one minute later at 4:04 PM. It appears that by March 1st, the inventory returned to zero, likely because the item was purchased or due to other inventory adjustments. This timing may explain why some subscribers saw zero inventory when they checked. For your reference, I've sent screenshots of both the inventory change records and our email notification timestamps to your email (mail@mxxxxxx.co.uk), as the Shopify review system doesn't support image attachments. These visual confirmations should help clarify exactly what happened.

I completely understand your frustration with this situation. The current system logic works as follows: For example, when a product that 200 people have subscribed to receives email, then even just 1 item back in stock, all 200 subscribers receive a email. This creates an unfortunate situation where subscribers who check their email later may find the product out of stock again, leading to the impression that we sent incorrect notifications and we are sorry about this, we recognize this logic isn't ideal. I want you to know our development team actually has always been working on optimizing this default logic. It's just that because this involves changing core functionality that's been in place since the app's inception, finding the right solution requires careful development which lead to more investigating time.

-Our Solution for You
In the meantime, I'd like to offer you a customized solution: We can set a minimum inventory threshold for sending notifications to your customers. For example, if you set it to 20, the system will only notify subscribers when the inventory reaches 20 items or more, significantly reducing the chance of frustrating out-of-stock experiences for your customers. Please let me know what minimum inventory threshold would work best for your business, and I'll implement this custom setting for you right away.

-Regarding Email Date Information
I sincerely apologize that our customer service team couldn't provide clear information about when specific back-in-stock emails were sent. You deserved a better response and proper follow-up. We've addressed this internally with additional training.
The ability to view email notification dates directly in the dashboard is actually a feature our development team is currently working on. I recognize how crucial this information is for your business operations. While we complete this development, I'll personally ensure our team provides you with any notification date information you need - just reach out to customer service and mention this conversation.

-Moving Forward
Your experience with our app since the transition from "CW Back In Stock" to "Ecomsend Restock" hasn't met the high standards we set for ourselves. We value your previous support tremendously, and I'd be grateful for the opportunity to demonstrate the improvements we're making.
I'll personally keep you updated on our progress with these specific features that matter to you as development moves forward.
Thank you again for your candid feedback. It's customers like you who help us become better.
If you feel that our response and the solutions we're implementing address your concerns, we would be deeply grateful if you would consider updating your review. Your initial five-star rating really meant a lot to our team, and we're committed to earning that level of satisfaction once again. But we deeply respect your decision either way and we remain dedicated to resolving these issues and improving your experience with our app.

Thank you so much again for your understanding and support all this time.

Best regards,
Joey
Account Manager
Ecomsend Restock team

Hi there. Thank you for your honest feedback. Regarding your concern, we have already messaged you and we will do our best to sort this out for you. Please know that we value your comments and we are dedicated to improving our services best for you. If you need anything please contact us. Happy Life!

Nona❤️