If I recall correctly, everyone was sent an e-mail about coordinating the multiple donations. But not everyone actually did anything about it after getting it. (I know I ignored it for at least a month or two because I also knew I wasn't due anything yet) And I know that not everyone uses Facebook. I know two donors that will never touch it and at least one other that wishes they never touched Facebook, and that's just my small circle of known people.
It also could show up easily under junk mail, at which point, well, it is not entirely Axanar's fault the donor didn't get the message. Especially if the only ways to get in contact with the donor is effectively e-mail.
Tiny reminder post cards like what the dentists use to put out can be lost in the mail or overlooked just as easily.
The question would be how many people are still waiting on their perks? Is it as low as 1%? 5%?
Fair enough. Its second guessing history now to say they could have put details in your email such as what you may be due already/when, or the things I suggested, or that they didn't have to have it require you to use Facebook to respond (I think that's what you're saying), which of course kills half your responses before you are out the gate.
So much about achieving a successful user interaction to an email outreach revolves around anticipating and overcoming potential problems/points of resistance to taking action. If they weren't too effective, and really needed to resolve matters, they could up their game if they wanted.
Some spam bucketing might happen, but one could tailor the email title/content in advance to reduce this risk. And if the emails are the fundraiser company signup emails (probably are), then the user would have unblocked those anyway.
You ask the right question about the scale of the problem, but I suppose that is purely their business and all outsiders might do is note that there seem to be people publicly saying they aren't getting their stuff. By themselves, anecdotal reports doesn't say much about the scale of the issue until the reports become significant.
The report from the perks coordinator that 10k patches haven't shipped yet I think is what has got people's attention, meta to whether the list is clean.
So if the problems with ambiguities in the orders are cleansed the next step IMO could be to allow any folks who have an unfulfilled, available perk to get it without shipping penalty as an accommodation for the delay. High PR value for relatively low eat-the-shipping cost, perhaps.
If they send any due perks, that's one less thing donors can be pissed about.
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