Hello -
We are experiencing an issue I'm hoping someone can help with. Periodically for lower selling concerts we send out some sort of email offer (Buy One Get One Half Off, Buy One Get One Free, etc.) Naturally we want to exclude subscribers and patrons who have already purchased. We always add a suppression line for already purchased but we have found recently that a very small number of subscribers are receiving these emails. We pinpointed it down to patrons that have an email in both their Household account and their Individual/Affiliate account. The already purchased line is correctly suppressing the Household email address, where the subscription lives, but is sending to the email on their Individual/Affiliate account.
We thought we had solved this problem when we changed the "Replace Individuals" option on the suppression line from "Leave the individual constituents as selected by the criteria" to "Replace individual with household and add all affiliates" but this freezes our extraction when generating counts and it just shows as "Counting" for hours and hours and we end up having to delete and start over.
Anyone else have this problem? Any ideas on how we can better pull this criteria?
Thanks for your help!
Kent,
For the extraction hanging I would put in a ticket to TASK and see if they can look into that for you. The right way to solve the issue is with the "Replace Individuals with household and add all primary affiliates" if we can get that going for you.
In the meantime go to Add Individuals tab and add the affiliation types you are using for your primary household relationships, then go to the Add Groups and do the same. That way you will catch all the affiliated individuals and all the affiliated households. That should get you going for now.
Best,
Anna