[FAQ] Why Aren’t My Emails Sending?

This is the #1 question we get and of course there are many possible reasons, but here’s the top 3 reasons we’ve seen.


1) Incorrect Sales Channel setting on the template.

On each template you can set which purchasing Sales Channel (i.e. Amazon website that the customer bought from) this template gets applied to. If you don’t select a Sales Channel it will never get sent, even if it is active.  Unless you have a specific reason not to, we suggest setting the Sales Channel to ‘All’. The only reasons not to are if you have other templates that send out to other channels. The way Amazon works, it is quite possible your product will get sold on (Canada) or Amazon Mexico and in this case your email wouldn’t go out. (Same is definitely true of as Amazon shares across Europe).

2) Incorrect ‘Send to Orders Placed After’

We added this feature to help you migrate from another auto-responder platform. If you are not migrating completely disregard this field. If you are migrating you can choose a cut off date. Note that the date is for orders PLACED after. So even if your template triggers on shipping, this applies to the order purchase date.

3) Items Not Added

The Way ZonMaster works is that it checks an order to see if it contains any of the items in your template. If you don’t add an item to your template, emails will never get sent to purchasers of that item. At the moment we don’t have a ‘Apply To All’ setting…you need to add all your items. Also, if you add new items to Amazon, you need to come back to us and add those items into your email template.


[New Feature] Pre-Made Starter Packs of Templates

It’s not enough to know that you can send emails out to people based on triggers after they buy from you. The real question is what to say in the email!

We’ve put together a couple of starter packs of email templates – each with 3 emails, one focused on getting you more seller feedback, the other on getting more reviews. We will be adding more packs over time.

Right now it’s simple and basic but should get you going on ZonMaster in just a few clicks.

Step 1 – Log in to your ZonMaster account (duh!)

Step 2 – Go to ‘Starter Templates’ under the ‘Emails’ menu

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Step 3 – Find a Pack that suites your goal (reviews or seller feedback).

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Step 4 – Click ‘Copy To Account’ to copy the templates in the pack to your account

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Step 5 – Go to ‘Email Templates’ and click the (new!) ‘Quick Preview’ button to see what the template looks like.

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Step 6 – Edit as necessary (at the very least you will need to add in your items).

Step 7 – Activate!

Step 8 – Relax with a soothing drink, confident that ZonMaster is sending out your templates when needed!


We think that by adding these starter templates we can greatly speed up the time it takes to get up and running with ZonMaster.

Top Template Tip

Our Pre-Made Templates rely on the ‘product_nick’ (product nickname) variable. By using the a nickname for your product you can create a nice short name to go in the email templates while leaving your SEO-crunching product title in place in Amazon. Read more about product nickname here.


[New Country] (India) Support

We’re starting to roll out more territories and the first to go into trial is India’s

When you create a new store you’ll see in the drop down.

Amazon India

Right now it looks like we can get all order and item information. What we CAN’T get is package tracking. Most of’s packages are set by Amazon’s own service, which does not allow external tracking. We are still getting ‘delivered’ notices, so all triggers should work.

At the moment our review matching plugin does not support India, but that update will come in the next few days.

We’re always excited to roll out a new territory, and India is certainly an up and coming market for Amazon Sellers! Now’s the time to take a look if you haven’t already.


[Update] Did they or didn’t they? ZonMaster adds mail open tracking

It’s one thing to send of an email and know it arrived, and something completely different to know that it was opened.

That’s why we’ve added the ability to track whether your emails were opened or not. Go to your Email Queue and you’ll see your a list of emails that have been sent or are waiting to send.

Emails that are queued up to send in the future show in blue, with a clock icon. Like this:

waiting mail

Mails that have been sent show in white with a check mark. And opened mails show in beige with a eyeball!

mail open


Clicking on a mail (in this case an opened mail) takes you to the very bland looking (really must spruce that up!) details page where you can see info and links to the customer, order, and email template along with the dates of when it was sent and opened.

mail q detail

If the mail hasn’t been sent yet here is where you can click on the ‘Delete from queue’ to get rid of it.

These changes are all moving us in the direction of letting you know which templates give you best success rate for getting more reviews. Watch for more informational improvements to come in this area!



[Update] Big Changes to Email Templates – #3 Review level triggers

Our other addition to email templates for reviews is the ability to send an email based on a review being left. To do this look in the ‘Send Trigger’ dropdown.

New Review Triggers

After the old triggers of Confirmed, Shipped, Delivered and Returned we’ve added a group of levels (similar to the ones in Stop On Review). Check that posting for an explanation.

PLEASE BE AWARE: for these settings to work you need to be actively matching orders to reviews by going to our Seller Central Prep page and clicking the big red button. If there are no reviews matched to the order then these settings will not go into effect and your emails may not be sent.


[Update] Big Changes to Email Templates – #2 Stop On Review

If you’ve been following along with ZonMaster updates you know that we have been working hard on tying customer reviews to customer orders.  Now the next step is to let you do something with that info. The first of two features on the email templates to use customer reviews is ‘Stop on Review’ (found in the middle of the lower line of settings).

If you click the dropdown you’ll see the list of possibilities.

Stop On Review

We think they’re pretty self explanatory, but, for the sake of clarity:

  • ‘No, Keep Sending’ (the default) means that this email template will get sent out, even if the customer has left a review
  • ‘Stop on Any Review’ means that this email will NOT go out if the customer has left any sort of review for this order
  • Stop on 1 Star- don’t send if the customer left a 1 star review
  • Stop on x Star OR BELOW – choose a star level (eg 3) and if the customer has left a 3, 2 or 1 star review for this order don’t send the template
  • Stop on x Star OR ABOVE – choose a star level (eg 2) and if the customer has left a 2,3,4 or 5 star review for this order don’t send the template
  • Stop on 5 star – if the customer has left a 5 star review for this order, don’t send the template.


PLEASE BE AWARE: for these settings to work you need to be actively matching orders to reviews by going to our Seller Central Prep page and clicking the big red button. If there are no reviews matched to the order then these settings will not go into effect.

Please let us know if you have any questions or comments!


[Update] Big Changes to Email Templates – #1 Goodbye Backdate, hello Order After!

It was driving us crazy and it was driving YOU crazy. What, exactly, does ZonMaster’s ‘backdate’ feature do to an email template.

Everyone seemed to have a different interpretation, so, for clarity (and sanity) we got rid of it.

In it’s place we now have ‘Send to orders placed after’ (for brevity, let’s call it ‘Order After’). You can find this setting on the last row of the header section when editing an email template.

send to orders placed after

If you click on the little calendar icon you’ll get the following popup, which let’s you choose a date (and a time, if you click the little clock icon at the bottom of that window)


Setting a date and time will tell the template to only send to orders placed after that date. This allows you to more accurately move from another provider to ZonMaster by controlling the cutoff/start date when you want ZonMaster to take over.

We hope this improves your experience with ZonMaster! Let us know if you have any questions or comments.