by Fanatical Labs

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#1600 - Data loss - Require a refund

Closed Bug? created by gavinwilliams 3 years ago

Unfortunately we've just been through a week long data recovery exercise with SugarCRM due to an unexpected feature of this module.

We have multiple accounts with the same email address. This module overwrote the multiple accounts with one accounts details bringing our business to a halt.

We understand this may be a unique situation, but in the face of this, we'd like to request a refund on this and the advanced marketing list module we purchased to feed into this.

Thank you.

Gavin

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    Hi Gavin, I'm really sorry to hear about the troubles. I'm going to reach out over email for more details to see if this is something that could have been prevented on our side. Closing the case out hear, but please be looking for my email. Thanks.

  2. gavinwilliams member avatar

    gavinwilliams

    3 years ago

    Hi Chad,
    We installed the sugar chimp plugin without issue. Synced data to Mailchimp from a target list created by advanced marketing lists. Brilliant. We had an internal workflow that emailed us when an accounts address or other key data changed. We started getting emails randomly from Sugar that details had been updated. These increased and as we investigated we realised that if we had say 4 accounts all with the same email address (which is possible for us), all 4 would end up with the same details in sugar. Address and other mapped details would be over written. I'm guessing this is because Mailchimp assumes that the email address is the unique identifier, and as the Sugarchimp link is a 2 way link, our data started to be overwritten. In our case, the best option would be to have the option for NO record updates to flow back into SugarCRM. As multiple systems rely on this data, and the changes happened over multiple days, our restoration of data was no easy opperation. Don't get me wrong, the link works! But in our case, with our data, it works a little too well ;)

    • fanaticallabs member avatar

      Fanatical Labs Provider Affiliate

      3 years ago

      Ahh, I thought something like that was probably the case. I'm glad you were able to get things reverted, though it sounds like it took a lot of time.

      What you describe is exactly how it works if you have multiple records with the same email address by default because the email address is the primary lookup key for MailChimp.

      We can add an option that prevents data changes in the MailChimp to Sugar direction. So if data changes on the MailChimp side it would not update the corresponding Sugar records. If someone opts out on the MailChimp side, we would still mark their email addresses as opted out in Sugar. Would that solve this issue for you?

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