topic Re: Contacts not being marked as marketing contacts automatically upon purchase of a product in Commerce Tools

Contacts not being marked as marketing contacts automatically upon purchase of a product

jcovington — Wed, 16 Aug 2023 19:52:19 GMT

I am encountering an issue where some contacts who purchase a product through one of our payment links are not being sent a welcome email as part of a workflow.

Based on what I've read in Hubspot's own knowledge base, any contact that comes into the CRM through a payment link should automatically be set as a marketing contact, and yet somehow there are errors in the workflow where some of the contacts who come through the payment link are not being sent the email as part of the workflow.

The workflow is a payment-based workflow triggered by a successful payment where the line item name is a certain product name.

We do collect the contact's info (first name, last name, and email) on the payment link as well.

When I go back and manually set these problem contacts as marketing contacts and re-enroll their respective payments in the workflow, then the email sends without issue.

How can I ensure that each and every contact that comes through the workflow gets automatically marked as a marketing contact and is sent the confirmation/welcome email successfully the first time around as part of the workflow?

Re: Contacts not being marked as marketing contacts automatically upon purchase of a product

franksteiner79 — Thu, 17 Aug 2023 08:02:08 GMT

Hi @jcovington

Disclaimer, the payments feature isn't available in Europe yet - so I don't have any first-hand experience.

You said:

Based on what I've read in Hubspot's own knowledge base, any contact that comes into the CRM through a payment link should automatically be set as a marketing contact

Are you referring to this article? Does the payment form show you the same options as a normal HubSpot form below? If so, is the "set contacts created as marketing contacts" active?

Can you share a screenshot of your payment form options/settings?

You also mentioned:

yet somehow there are errors in the workflow where some of the contacts who come through the payment link are not being sent the email as part of the workflow.

The workflow is a payment-based workflow triggered by a successful payment where the line item name is a certain product name.

What errors are those - couldn't send email because contact was a non-marketing contact, or something else?

Thanks

Frank

Re: Contacts not being marked as marketing contacts automatically upon purchase of a product

BérangèreL — Thu, 17 Aug 2023 08:35:25 GMT

Hi @jcovington,

Thank you for reaching out to the Community!

Is this the article "Manage payments" you are refering to, please?

I understand that you followed this article "Create and share a payment link", the payment has proceeded successfully but the contact has not been updated as "marketing contact" and therefore didn't receive an automated email from the workflow, is that correct, please?

- What do the errors say on the workflow, please?
- Can you confirm that for this contact the payment was successful?
- What are the trigger/actions of the workflow? Can we see a screenshot of it?

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

I also wanted to invite a couple of subject matter experts to this conversation @danmoyle, @Jnix284 and @Alex_Elborn do you have any ideas on how to help @jcovington on this, please?

If anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thank you and have a lovely day!

Best,
Bérangère

Re: Contacts not being marked as marketing contacts automatically upon purchase of a product

danmoyle — Thu, 17 Aug 2023 13:37:53 GMT

@jcovington in your workflow, I'd suggest making the very first action "mark as marketing contact." That will solve this before an email is ever sent.

As for anyone purchasing through a payment link being marked as a marketing contact, I'm not sure that's true. You could make a workflow that does that, but I don't think that's an automatic setting.

Re: Contacts not being marked as marketing contacts automatically upon purchase of a product

jcovington — Wed, 23 Aug 2023 19:57:10 GMT

The workflow I'm working in is a Payments-based workflow, not a contact-based workflow.

Thus the available options for actions are a bit different.

The "set Marketing contact status" action is not visible as an action for this particular type of workflow.

Furthermore, when I try to to use the "set property value" action as a workaround and look for "marketing contact status" as the property value to change, it appears greyed out and gives me a message saying it's something that updates automatically.

See screenshot below

Re: Contacts not being marked as marketing contacts automatically upon purchase of a product

jcovington — Wed, 23 Aug 2023 20:15:38 GMT

No that is not the article I was referring to. Pretty sure it was this one: Manage payments

Here is are some example screenshots of settings for a payment link. It's fairly different from the form options page.

Re: Contacts not being marked as marketing contacts automatically upon purchase of a product

jcovington — Wed, 23 Aug 2023 20:25:02 GMT

From what I can recall, that does appear to be the article I was referring to.

For context, the workflow in question is a payment-based workflow. The triggers are filtered by "payment status = successful" and product name = the product/line item associated with that particular payment link.

Errors in the workflow related to the email action are as shown in the screenshot below:

As you can see from some of the more recent logs, however, emails are sending successfully to some of the contacts, just not all.

So it seems to me that some people, upon purchasing are set as "non-marketing contacts" and they are not being updated to marketing contacts when they buy, so the confirmation emails are not sending to them as they should.

I have confirmed that the workflow errors are related to payments that are indeed successful payments.

Here is a screenshot of the workflow's actions:

Re: Contacts not being marked as marketing contacts automatically upon purchase of a product

BérangèreL — Thu, 24 Aug 2023 11:49:03 GMT

Hi @jcovington,

Thank you so much for all the screenshots and additional information!

For information, setting the Marketing Contact Status via workflow can only happen in a contact based workflow.

I can see that you are using a payment based workflow. That is why the option is greyed out here.

I'd recommend having one contact based workflow to edit the Marketing Contact Status and then, in the payment based workflow, in the trigger, in the "workflow" options and then select the contact based workflow and the "contact has completed" option.

If you are still running into this issue, I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription, and they will be able to provide real-time assistance for this matter, where you are able to share screenshots and further information about this.

Thank you and have a great day!

Best,
Bérangère