Originally Posted by warchild
To clarify, she was referring to the shipping charge on international subscriptions. Initially it was going to automatically happen, but so far more than 50% of international subscribers who have chosen to continue in the digital format have written asking to have that amount applied as an extension on the subscription rather than having a refund issued, so we need to prepare a communication to international subscribers who chose to continue in the digital format, letting them know we can accommodate either approach, whatever they prefer. This was not something we anticipated and is an adjustment based on customer requests.
We are also preparing a second round of outreach to subscribers as only about 25% of subscribers have responded to the email so far to let us know what they want to do with their subscription
Just for my clarification, do you mean a first email was sent asking subscribers what they wished to do, and you'll be sending a second email soon to clear the first request up hopefully? Do you know off-hand if the first email included international subscribers as well as US subscribers, or did/will international recieve the first email at a further date?
The first email that went out was sent to ALL subscribers, at the email addresses currently associated with their subscriptions.. But a challenging thing can happen when a bulk email is sent. For example, Yahoo Mail might see 500 of the same email coming into its servers to different yahoo users. It will let a certain percentage through and hold back the rest to see if the ones that did get through get reported as spam. This is known as a soft bounce. This is also why when we send out mass notifications, we always have a random group of people who report never receiving the communication. This is why we also posted the letter on the forums, hoping to catch some of those people who did not get the email for whatever reason.
Luckily, since we know who has responded so far, we only need to send the second attempt to people who have not responded. In an iterative way we should get through to most everyone, other than those people who have changed their email or never provided one. Those people will have to be reached by standard mail.
International subscribers who select to continue their subscription will then receive another email to clarify their wishes about the shipping charge if they have not already contacted us individually to handle that item.
Warchild, if you have already sent in your reply to the update email, I would be happy to look up your order, make sure we got your selection ok, and figure out any details regarding refunds on your order. Just shoot me a PM with your order info and I can let you know the specifics on your account.