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Alerts collect the problems on a brand that cost sales or data, such as a merchant postback that is not set up or a checkout that keeps failing. Each problem is one issue that counts every time it happens again, so you see one line with a count instead of a pile of repeated notifications. Open them from Settings > Alerts. The Alerts page: open issues with severity, how many times each happened, when it was last seen and the last event

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What an issue shows

The Open, Acknowledged and Resolved tabs split issues by state. Filter by severity or type with Severity and Type. Click an issue to see the full details, a button that takes you to the screen where you fix it (for example the merchant’s postback setup), and the History tab with every escalation, email, acknowledgement and resolution. One alert issue: what it means, its count, first and last seen, the last event, and the Acknowledge and Resolve buttons

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Alert types

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Shoppers add to cart but no sales come in

This check runs every 15 minutes over the last 6 hours. It opens an issue when all of these are true:
  • at least 25 add to carts or checkout starts in those 6 hours, and no purchase;
  • and either your sales rate over the last 14 days predicts at least 3 sales in that time, or a merchant used on those carts is still in Needs Setup (no postback has ever reached ElasticFunnels).
A brand with no sales in the last 14 days gets the alert when it has at least 50 carts in 24 hours and no sale. The message names the cause when it can (for example, the merchant that is still in Needs Setup) and links to that merchant’s postback setup. The issue resolves itself as soon as a purchase arrives.

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Severity

Every issue starts as a Warning. It becomes:
  • Escalating after 10 occurrences or 24 hours;
  • Critical after 50 occurrences or 72 hours.
Problems that lose sales directly (no sales on carts, rejected postbacks, failing checkouts) become Critical after 6 hours.

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Emails

Emails go to the brand’s owners and admins, in each person’s language:
  • No email on the first occurrence. A one-off does not need you.
  • One email when an issue becomes Escalating.
  • An immediate email when an issue becomes Critical, and a reminder once a day while it keeps happening.
  • At most one email per issue per 24 hours, and at most 3 alert emails per brand per day. Critical emails are always sent.
Daily summary. Once a day you get one email listing the open warnings. Turn it off for yourself with the Daily summary email checkbox on the Alerts page, or with the link at the bottom of the email.

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Acknowledge and resolve

Brand owners and admins can act on an issue from its row menu or its detail page. Acknowledge says “we know, we are on it”. The issue stops sending emails but keeps counting. It comes back to Open and emails again when:
  • the same problem shows up with a new cause or on another item (for example a second merchant);
  • the count doubles since you acknowledged it;
  • it is still happening 7 days after you acknowledged it.
Resolve closes the issue. If the problem happens again later, a new issue opens. Issues also resolve on their own:
  • when the clearing event happens (a purchase arrives, the merchant postback works, the product is added);
  • after 24 hours with no new occurrence (7 days for integrations, ad accounts and the tax provider, which fail less often).
Every acknowledge and resolve is recorded in History with who did it and when.