Issue: Omnisend sudden drop in Sent emails from Automations

Overview

This article will guide store owners to figure out the reason behind the sudden drop in sent emails from automation via Omnisend and provide the solution to this problem. This problem seems to occur frequently where Omnisend stops responding to Rush events and we’re here to help you fix it.

Supported plan

Rush Growth plan

Issue

The problem starts when the drop looks something like this:

The drop in the image above means event discard. In simple terms, Omnisend refuses to use Rush events. Rush is constantly monitoring its services, so when something like this happens, the customer support team at Rush will contact you. Currently, there is no other way to verify if Omnisend is refusing Rush events clearly on the Omninsed UI.

Root cause

Omnisend API applies a strict property type policy on their data. So, if a property is auto-matched incorrectly to a different type, the events will be discarded when the property later is matched correctly. The highlighted property in the image below should be marked string not integer.

After the problem is fixed, it looks like this:

Solution

Follow the steps given below to fix this issue so that Rush events get accepted by Omnisend again:

Step 1

Deactivate your Omnisend account. To do so, follow these steps:

1. Select Apps from the navigation sidebar on the left.
   
2. From the list of installed apps, select the Rush app.
3. Select Notifications from the navigation sidebar on the left.
4. Scroll down to the Growth section and locate the Omnisend widget. Click on Configure.
5. The Omnisend Integration page will open. Click on Disable to stop sending events to Omnisend for the time being.

Step 2

1. Login to Omnisend.
2. Go to Store settings.
3. Click on Integrations & API dropdown and select Custom events from there.

Step 3

Delete all Rush events by clicking on the Delete button located at the top right corner of the UI.

Step 4

A pop up will appear on the screen. Hit the Delete button to confirm deletion for all Rush events.

Step 5

Go back to the Rush app, locate this section in Notifications and click on the Configure button.

Step 6

The Omnisend Integration page will open. Select the Send dummy events button.

Step 7

To activate Omnisend again, click on the Enable button.

Confirmation

That's all! 

Keep watching over your sent emails for the next 24 hours. If you continue to experience the send email discard event, reach out to customer support.

Contact us

For further queries and feedback, contact us and we’ll be happy to help.