Starting a thread dedicated to a topic we're all likely to be devoting a lot of time to.
Shall we also try using the Tags feature within it? Then folks can use it as a filter to narrow posts to one or the other. #CancellationProcessing and/or #CancellationMessaging
I'm thinking brilliant strategies (or hacks) or a place for questions that have you stumped.
To start, it off...
1) Cancellation email notice with web form with options about which route customer wants, exchange/donation/credit/refund. Easy for them; head start for your team.
2) If you are tokenized/don't save credit cards, pointedly call out somewhere in that messaging that your organization will calling to request the credit card number in order to process the refund.
Hi friends -
How are you all addressing getting important information out to folks who might have unsubscribed in the past and now won't receive emails? Are you temporarily overriding unsubscribes so that these people get necessary information, or are they just out of luck? Thanks!!!
Yes, we've done three overrides now.
1) Everyone with an email and holding tickets to the initially cancelled production got that notification. In my book, transactional message because it's about fulfilling an order.
2) Last night, re cancelled season: main list + add'l upload of future ticketholders without permission. Same logic--override when transactional, but otherwise going with permissions.
3) Today, resent message to about 100 unsubscribed donors who did not have the right criteria to get last night's message.
Note: This only applies to UNSUBSCRIBES, not spam complaints. At least with WordFly, there's no override option in this case. (We aren't set up to distinguish between these responses in Tess, so I can't build it into extraction.) If you want to find out who still isn't getting the message, go to the little right side menu when you're in the upload tab and you'll see an option to create a mini-report. For the first send, I transferred this handful of names into a Tessitura list so our Box Office manager would have them to prioritize calling.