A customer didn't receive their email
Occasionally a customer is unable to find their email. This rarely happens, but when it does, here's what to do:
- Find their email on the History page.
- Double check it is spelled correctly, and that the Email "Type" is correct. Eg. Purchase, Store Link, etc.
- Click the 3 dots to the right of the email entry
- Select "Guest Help"
- A dialog will appear giving you 3 options to help the guest
- Send a new Guest Support Ticket Email
- Use this to create a Guest Support ticket for the guest. They will receive a new email giving them direct access to all their PicThrive emails as well as context aware support.
- Resend Email
- Resend the guest the exact same email. This will pop it up to the top of their email inbox.
- View Guest Help Docs
- Here we provide links for you to share with your Guests.
- Send a new Guest Support Ticket Email
General Tips
In general we suggest communicating with your guests whenever possible. We suggest letting them know:
- Always check all their email inboxes. Including Promotions, Spam, Important, Less Important, or Hidden Inbox
- To always check all their email providers. Guests frequently provide multiple email addresses or use a different one than they remember. Make sure they check all their email providers.
Manually Send
If you would like to skip using our email service you can. Sometimes customer's email inboxes are configured to only allow emails in from "known recipients". This tends to happen with Fort Knox level corporate email inboxes.
In this case, you can copy their link and email them directly using your own email provider. Preferably in reply to their request.
- Find their email on the History page.
- Click the 3 dots to the right of the email entry
- Click on "Details"
- Find the "View Purchase" or "View Store" button. Right-click on it and click Copy Link Address to copy the link that was sent to them
- Paste the link into your own email client then send away!
