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When a delivery slips, tell every affected buyer in one go. On the Orders list you tick the orders, choose the notice, check who will get it and what it says, and send. Omnilinker picks the channel each buyer can be reached on and skips the orders that can’t be messaged, with the reason. You need the Send one message to many orders permission. Moving promised dates also needs Edit order. For one order, see Message a buyer from an order.

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Send a notice to many orders

1

Pick the orders

On the Orders list, tick the orders. The checkbox in the header ticks every order on the page. Tell buyers about a delay appears in the bar above the list. You can pick up to 1,000 orders at a time; with more, the button is greyed out and says “Select up to 1000 orders at a time.”
2

Choose the notice

Click Tell buyers about a delay. The steps Choose, Check, Send and Done run across the top. Under Template, choose Delay notice or Ready for pickup. For a delay notice, pick the New shipping date. Ready for pickup goes only to orders the buyer collects; the others are skipped and listed on the next step.
3

Check who gets it

Click Check who gets it. Nothing is sent yet. What happens lists how many messages go by e-mail and by SMS, and the Preview shows a sample message for each channel, filled in for a real order. See What the check shows.
4

Send

Click the send button, for example Send 42 delay notices. Up to 50 orders are sent while you wait; keep the window open for those few seconds. More than 50 run in the background.
5

Follow the result

A background run shows a bar, “Sending … of …”, and a count per channel. You can close the window: the run goes on, and Sent messages shows the result. When it ends the window says, for example, “40 sent · 1 failed · 1 skipped”, with the skipped and failed orders and the reason for each.

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What the check shows

  • How many go on which channel. For example “30 by e-mail” and “12 by SMS”. A counter order is reached by SMS first; every other order by e-mail first.
  • The customer’s choice. For a counter order whose customer chose SMS or e-mail, the notice goes only by that channel, and an order whose customer was not to be notified is skipped (“Staff chose not to notify this customer.”). See Keep a counter customer informed.
  • The promised date. When you have Edit order and send a delay notice, you can tick “Also move the promised date to … on these … orders”. The date moves on the orders whose notice was accepted.
  • Quiet hours. An SMS due in quiet hours waits until they end.
  • Limits. If today’s SMS or e-mail limit leaves less room than the run needs, the check says so, for example “Today’s SMS limit leaves 100; this run sends 120, so 20 would fail.” Raise the SMS limit in Customer service settings; the e-mail limit is set by Omnilinker.
  • Skipped orders, grouped by reason, with the order numbers.
  • A preview with a tab for each channel, showing who it goes to and the text.
If no order can get the message, the check says “No order can get this message. Change the notice or the orders.” and the send button stays off.

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Why an order is skipped or fails

Skipped orders get no message. The buyers who can be reached still get theirs: one order never stops the others.

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Sending twice

Each message of a run is tied to the run and the order, so if Omnilinker retries a background run, nobody gets a notice twice. A new run is a new set of messages: do not run the same notice again for the same orders unless you mean to.

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After the run

Open Customer service > Sent messages. A bulk run is shown as one row for the batch, with the counts of sent, failed and skipped messages, and the problems at the top. See Sent messages.