Embedded Files
Problem: The customer is receiving an overwhelming 30,000 email notifications daily. [fictional information]
User Action: The user reported this issue through the support portal and subscribed to receive update notifications via email.
Complaint: The user’s detailed complaint is documented below.
“I made the terrible mistake of posting ONE QUESTION on Community Portal. I checked the box to receive Notifications for this ONE POST. That was about a week ago. Since then I have received 30,000+ emails and they are arriving at a rate of up to 5000 a day, up to 300+ an hour. My email account only allows me to delete 50 at a time which takes about a minute. So there is NO WAY I am empty my Inbox. Please Help!!!”
Root Cause Analysis
Based on the deep-dive, the following explanation clarifies why the user is receiving 30,000 emails:
The user selected the Marketplace Account Detection option, which generates a high volume of push notifications. With this setting, any update to any reported, active issue triggers a push notification. This option is designed for systemic monitoring and automated notification evaluation, not for routine individual use
In this case, the user only wants to receive updates for their reported issue. To achieve this, the user should:
Unsubscribe from community updates by adjusting the notification_subscription option in their user profile.
Select the option to receive push notifications only for issues related to their active listings, issues they created, or issues that include their user ID.
These steps will ensure the user receives only relevant notifications.
Follow-up actions:
Change the default notification method from email to push notifications for issues related to the customer’s active listings, issues created by the customer, or issues that include the customer’s user ID. [ POC: Engineering - ETA: Q2]
Analyze notification volume over the past six months (T6M) to identify instances where notifications exceeded predefined limits. Document the analysis, including notification volume, computation costs, and customer friction. Based on the trade-off analysis, recommend both long-term preventive measures and short-term corrective actions. [POC: Product - ETA - Q2]
Build an outgoing notification monitoring system to detect and control excessive notification delivery. Proactively throttle notification flow to minimize customer impact. This project includes developing a working prototype and drafting requirements for a scalable, flexible notification monitoring system. [ POC: Product - DFD: Q2]
Add an option to stop email notifications on the issue reporting portal. [POC: Product - DFD: Q2]
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