I may be misunderstanding the situation, but it appears to me that when customers submit a request for a forgot password email it gives them a success message regardless of if the provided email exists in the system as either a login or eaddress. I looked through the documentation and there is no mention of "error messaging", just the message for when the submission goes through. It doesn't happen often but every once in awhile we get customers who complain they they're not getting their password reset emails, but its simply because the eaddress isn't associated to a login, but TNEW does not give them any indication of this issue. We primarily do not create logins when adding eaddresses to new records for regular phone/window sales. We did do that once, but it just caused more issues since people weren't aware of that fact and got frustrated when it would not let them register a new account, so we figured its easier to just merge accounts later.
Does anyone experience this issue often? I was thinking perhaps we could update the success message to explain this, but I can't think of a way to word it that wouldn't be too confusing to the customer?
2 thoughts:
I think that I've come across a "if your emai is associated with a login we will send you a reset email" before. (I was trying to access my old myspace account over the weekend so maybe there). You can edit the default message in Component editor I believe https://www.tessituranetwork.com/TNEW_7/TNEW.htm#Topics/Admin/Editor/Component_Editor.htm#ForgotPass
Also you could create temp logins for customer accounts where the primary email is not associated with a login to mitigate some of the instances.