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Sep 2011
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daviddoucette
Sep '11

hi there,



when a link expires (whether client tried to download too many times or time period is over), client clicks on a link and it says it expires and to contact david@cseprep.com



how can i change the david@cseprep.com for just that expired link page? i would like to have those kinds of emails go to my virtual assistant so she can handle resending the links. so that email could be support@cseprep.com and my virtual assistant would get those emails.



is there a way to set that up? i'm the merchant, david@cseprep.com and see where that can be changed in the profile, but i only want it changed for the expired links.



is there a way to do that? it spounds simple enough, but i can't find any info about it.



thanks, david

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    Sep '11

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    Sep '11
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E-junkie_NinjaSupport Ninja
Sep '11

I'm sorry, but there is not a way to change the e-mail address that our system will notify when a buyer contacts you with the link that comes up for an expired link. You could use our option to customize the Thank You/Download page and add your own text to the thank you page that will provide the extra information to your buyers in case there is a problem:

5http://www.e-junkie.com/ej/help.custom.thankyou-page.htm5

daviddoucette
Sep '11

Hi ninja,



that's a REAL drag. i already have a whole bunch of info about their download, passwords for the file, etc in the thank you/download page.



and the truth is, when that expired link comes up, they aren't going to remember the contact info from an email a few hours ago, let alone a few days ago. they are going to email the one on the expired link that says to contact david@cseprep.com.



it would be SO MUCH easier if we had the option to add a different email address in there. it seems like it would be easy to implement on ejunkie's part. unfortunately, the expired link happens WAY more than i would like it too, and i've already taken all the recommended steps to prevent, but people are people and technology is technology.



i would request that you speak with someone at ejunkie to implement a change because I can't be dealing with these expired links all the time. we at the VERY LEAST need an option to have those emails be sent to another email address so we, personally, don't have to deal with them as frequently and can delegate that responsibility to another staff member or virtual assistant.



the fact that a business owner, the one running the business and everything that it entails, should be dealing with downloading problems, is not an efficient use of business owners time. there needs to be a way to delegate that responsibility and a different email address would go a long way in helping that situation.



thanks, david

E-junkie_GuruWebmaster & Support Guru
Sep '11

Unfortunately, it's not at all a trivial matter to add support for a new setting, such as an expired-link contact email address, though we can certainly add that request to the wishlist for consideration as a possible new feature at some point in the future.



If you are getting a lot of contacts about expired links, that indicates your products' link-expiration settings are probably too limited. The number of Attempts you permit should be at least enough that buyers would rarely contact you about expired links. Most sellers with adequate link-expiration settings rarely need to deal with expired links except in extremely unusual circumstances. This help page covers the matter of link expiration in more detail:

http://www.e-junkie.com/ej/trouble.downloads.expired.htm



We recommend using our default link-expiration settings allowing up to 5 Attempts within 120 hours, or no fewer than 3 Attempts at barest minimum though that would almost certainly increase your overhead to deal with expired links. It appears most of your products are only permitting 1-3 Attempts within 24 Hours after payment, so that is probably contributing to most of your expired-link overhead.



All that said, the email shown on the expired-link screen is your Display Email, which you can set in Seller Admin > Edit Profile. That setting only determines the email shown to buyers as your contact email for customer service, such as the From: email address we use for the thank-you email messages we send to your buyers.



Regardless of that Display Email setting, any administrative notifications sent to you from our system (such as Sale Notifications, password-reset requests, error notices, etc.) would go to your Login Email, a separate setting which remains secret to the public. You could have an assistant take care of routine customer service emails sent to the Display Email and yet still maintain full administrative control over other account notifications sent to your Login Email.



Perhaps you could make the Display Email an alias that simply forwards to both you and your assistant, or have that address forward a copy to you while leaving the original message in that account's inbox. Then you could still see everything that comes in to both your Display and Login Emails while entrusting your assistant to handle link re-activations.

daviddoucette
Sep '11

hi guru,



thanks for the response.



yes i have my downloads setup at 24 hours/3 attempts. while i agree extending that would reduce emails to me about links expiring, i sell a very niche training product and people may tend to share the link with their friends or associates. while i believe most people are good and would purchase the product, i believe for the integrity of my product to have it more restricted. 24 hours is not unreasonable.



but you mention a good point. i think i will just change the display email to support@cseprep.com and i can set up a filter in my google apps for business with an autoresponder that would address the two most common problems, 1. link expiring - there would be an email address in there to contact my virtual assistant and 2. can't open the .pdf file - there would be a message in there about downloading the latest version of adobe acrobat reader.



those are really the only 2 issues i deal with after doing this for the last 10 months.



thanks for the great response, i very much appreciate it.



david