Notify Me, Back in Stock: SW

Hi there,

This is Joey, the Account Manager for Back in Stock.

First of all, I sincerely want to apologize for the experience you’ve had. I carefully reviewed the full communication history of your tickets, and I can honestly say you’ve already been very patient throughout the whole process. Unfortunately, our support communication may not have provided the clarity and efficiency you deserved, especially when trying to understand and troubleshoot the issue. I’m truly sorry for the frustration this caused.

After reviewing your case again with our development team, I’d also like to clarify what happened regarding the unexpected emails.

Our developers checked your store and could not locate the product “CELIN Camiseta,” so I’d like to confirm whether this product was also in draft status, similar to the “Tiana blusa” product.

If so, then both situations were actually caused by the same incident. On May 9th, our app experienced a queue system issue. After identifying the problem on May 10th, our developers reprocessed and resent some pending notifications. However, during that resend process, the system failed to properly verify the product status, which mistakenly caused some back-in-stock emails to be sent out for draft products.

Under normal circumstances, the app should not behave this way.

I’d also like to clarify the notification logic for your current setup.

At the moment, you are using Standard Mode. In this mode:

* Once a product is restocked, one automatic back-in-stock email is sent immediately.
* After that first automatic email is sent, the system will NOT continue sending additional reminder emails automatically before the customer places an order.
* If needed, you can manually resend one additional notification yourself, but only once. It cannot send unlimited reminders.

For comparison, our AI Smart Mode works differently:

* It allows merchants to configure 1–3 follow-up reminder emails after the first notification.
* The system will continue sending based on the configured sequence until the maximum number is reached.
* However, AI Smart Mode does not support manual sending.

So your current Standard Mode gives you manual resend flexibility, but follows the limitations explained above.

Regarding the previous issue where your manual send failed, in most cases this happens because a manual resend had already been triggered once before, which prevents a second manual resend. However, if no manual resend had been made previously, then it may also have been related to the same temporary system issue at that time.

In any case, our developers have now completed a full investigation and optimization of the related logic, and we are doing everything possible to ensure similar situations do not happen again.

We also completely understand the impact and inconvenience this caused to your business and customers.

I noticed you are currently subscribed to our Growth plan, and as compensation for this experience, I would like to specially apply a full one-month subscription credit for you.

Since the current subscription charge has not yet been settled/paid out, we are unfortunately unable to process it as a direct refund. Instead, the amount would be issued as app credit, which Shopify will automatically apply toward your future app invoice charges.

If this solution works for you, could you please reply to the email I sent from:
[joey.wen@channelwill.net]

Once I receive your confirmation, I’ll immediately help push everything forward on my side.

Again, I sincerely apologize for the experience, and thank you for giving us another opportunity to improve. Please do reply my email there. thank you.

Best regards,
Joey
Accont Manager
SW Back in Stock