1. Scenario - When client reached out about not receiving withdrawal emails
Immediate Action – Send the (1.1) Initial Response to the client and raise the ticket with Marketing if the issue is not resolved at this stage.
1.1 Initial Response to the client
Hi XXX,
We understand how frustrating this can be and will try our best to give you an appropriate course of action to resolve this issue as soon as possible.
· Firstly, can you please check your junk/spam folder to ensure it is not in there?
· We also recommend Whitelisting us. Doing so will add us to your ‘Safe Senders List’, which can further assist in delivery success. Ultimately, allowing the send to be routed to your inbox as opposed to spam or even blocking the send entirely.
Let us know once you’ve completed these steps and you’re still unable to receive emails from us.
1.2 Response to the client if the issue isn’t resolved at this stage
Hi XXX,
Please allow us some time while we will investigate this further and get back to you with a solution as soon as possible.
*[Add this line only for withdrawal related emails] Rest assured we will help you with manual withdrawal if we are unable to resolve this.
Secondary Action – If the issue is not resolved at the Initial stage, open a ticket with Fusion Marketing and based on their findings, please send one of the following responses.
1.2 Response to client if the email was on deny list (Triggered Via API call)
Hi XXX,
Thank you for your patience. Upon investigation we found that your account was added to the ‘Do not Send’ list because you unsubscribed from receiving emails from our Hub.
We have removed you from the same and you should be able to receive emails moving forward.
Please note that if you wish to unsubscribe from receiving specific communications, we recommend you ‘Manage’ your email preferences rather than clicking "Unsubscribe." This way, you can avoid missing out on important operational or business-critical information.
If you have any other questions or are still facing the same issues, let us know and we’ll do our best to resolve it at the earliest.
1.3 Response to client if the email was showing undelivered due to spam
Hi XXX,
Thank you for your patience. Upon investigation we found that your account was added to the ‘Do not Send’ list due to a spam complaint. We have removed you from the same and you should be able to receive emails moving forward.
Please ensure that in future, you do not mark our emails spam and instead let us know your email preferences. We’ll update the same to make sure that you receive all critical communication from our end.
If you have any other questions or are still facing the same issues, let us know and we’ll do our best to resolve it as soon as possible.
1.4 Response to client if the email was showing undelivered due to full inbox
Hi XXX,
Thank you for your patience. Upon investigation we found that your account was added to the ‘Do not Send’ list as it kept bouncing due to a full inbox.
We have removed your email from that list, however, to ensure your email is delivered we recommend clearing your inbox and initiating the email request again.
This should hopefully solve the issue. However, if you continue facing the same issues, let us know and we’ll do our best to find an alternative solution for any pressing concerns while we investigate this further.
1.5 Response to client if the email was showing undelivered due to soft bounce/ hard bounce
[Please edit this response for Soft or Hard bounce based on what Fusion Marketing has found as the main cause and their explanation]
Hi XX,
Thank you for your patience. Upon investigation we found that emails to you were getting soft/hard-bounced and as a result they got added to ‘Do Not Send’ list.
We have removed your email from that list however, the error seems to have occurred due to the recipients’ mail server - they say the address does not exist. Either it is spelled wrong, or the recipient’s server is misconfigured.
We recommend the following steps:
- Check if the email address (Current email) is spelled correctly and in use. Alternately, you can also provide an alternate email to update. This may resolve the issue.
- We recommend ‘Whitelisting’ Fusion Markets via email settings. Doing so will add us to your ‘Safe Senders List’, which can further assist in delivery success. Ultimately, allowing the send to be routed to your inbox as opposed to spam or even blocking the send entirely. Once you’ve added us to the ‘Safe Senders List’, we recommend initiating the email request again.
We know this process can be lengthy and inconvenient and therefore, in this instance we can process a manual withdrawal on our end if you’d like. However, these steps are a long-term solution and will ensure that you receive all important communication from us in the future.
If you have any questions at all, please let us know. We can also jump on a call to provide you with step-by-step guide on how to set this up.
1. 6 Response to client if they claim to not receive emails but we can see them delivered on our end
Hi XXX,
Thank you for your patience. Upon investigation we found that emails to you are being delivered by our server. We have escalated this further for our development team to have a look.
However, in the meantime we recommend ‘Whitelisting’ via email settings. Doing so will add us to your ‘Safe Senders List’, which can further assist in delivery success. Ultimately, allowing the send to be routed to your inbox as opposed to spam or even blocking the send entirely.
Once you’ve added us to the ‘Safe Senders List’, we recommend initiating the email request again. Let us know if this has resolved the issue.
If you continue to face the same issue, please reach out and we will try our best to find an alternative solution for any pressing concerns while we investigate this further.
2. Some Common Issues in General Language
We’ve noticed a few language issues with Account Closure communication, can we make sure we edit that in future. For example:
· We should not have added this sentence for Account Closures responses as it makes no sense - 'We're committed to making your trading experience the best it can be.'
· ‘We are not happy' is aggressive. This should be replaced with something like 'We're sad to see you leave'