Back In Stock issue – emails not being sent to everyone

Question

Hello,I am having an issue with the Back In Stock flow.The profiles are registering correctly: the Subscribed to Back in Stock event appears and I can see them in the Preview Trigger.Then, in the Back in Stock Report, I see that several profiles move as expected from Queue to Moved to next step when the item returns to stock. The problem:Only some of the profiles that move to the next step receive the email.The others receive nothing, even though they all have the same characteristics (same status, same configuration, same product, same conditions for entering the flow).None of them are suppressed, and there is no filter that should exclude them.Smart Sending is disabled.The message after the Back in Stock Delay is in Live status.However, some are never notified for no apparent reason. Has anyone else encountered this behavior?Is there something I may have overlooked in how the Back in Stock Delay works or in the automatic exclusions when moving to the next step? Thank you in advance for your feedback.

Byrne C · Answer

Hi ​@bestoyik,It would be tricky to pin down the exact reason for this issue without being in your account, but I have a couple ideas.Back in Stock flows will send to profiles who subscribed to back in stock until the item’s inventory drops below the minimum required to notify users. Is it possible that in your situation, not everybody’s receiving the emails because by the time they’re set to receive them, the inventory for that item has dropped below the minimum? To illustrate my point, if you set the Minimum inventory to notify at 10, that means that once an item’s inventory drops below 10, anybody set to receive the back in stock email will no longer receive it.Additionally, are you sending to all subscribers at once, or to groups at a time? If you’re sending these emails to groups, if a person is in a later group, then they won’t receive the notification immediately. If a person’s in a later group, and it’s a popular item, it’s possible that theinventory has already dropped below minimum by the time that they were set to receive the email. We have a help article on back in stock flows that explains this in more detail.Let me know if either of these could be the issue at play! If not, we can explore other potential reasons for this.

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