We are recieving comments from customers about receiving our event emails late. The campaigns show that they were sent at the right day/time, however when those customers comment, we can see from the emails they responded to that they did in fact recieve the emails late. How can we fix this issue?
Does it have anything to do with Active vs Completed campaigns? Does Active mean that the emails are still being sent out for whatever reason?
It sounds like this might be due to the "Email Reminder" feature that is turned on by default for all Email Marketing campaigns.
Customers who haven't opened your emails will get another email 5 days after the original one was sent out. So your emails are being sent out on the correct dates, but some customers might not see the original email and end up getting the reminder email on a different date.