If your automatic message or digital goods message was not sent, the issue is usually related to overlapping triggers, conflicting rules, or duplicate automation setups.

This guide explains the most common causes and how to resolve them.

3Dsellers includes two separate messaging systems:

Located under:

Listings & Products → Digital Goods → Messages

Used mainly for:

Located under:

Marketing → Auto Messages

Used mainly for:

you should NOT also use:

Using both systems together can cause:

Both systems monitor the same order events.

For example:

If both systems attempt to send a message for the same order event, the platform will prioritize only one message.

As a result:

3Dsellers prevents multiple overlapping messages from sending for the same item and trigger.

Multiple messages will not send for the same item and trigger; only the message that targets the most items will send.

This applies to:

Available triggers include:

Messages are only sent after the selected trigger event occurs.
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Example:

Only one of them will send.

Choose only one messaging system for that workflow.

Inside the same system, multiple active messages may compete against each other.

Example:

The broader message may override the specific one.

If one message targets:

and another targets:

the “All Buyers” message usually has higher priority because it targets more items.

Avoid mixing:

on the same trigger.

Conflicts can happen when multiple messages match the same listing.

Example:

A listing matching both rules may only trigger one message.

Create mutually exclusive rules whenever possible.

Verify the message status toggle is enabled.

Disabled messages will never send.

Make sure:

Messages only send after the selected event occurs.

Example:
An “Item Shipped” message will not send until the order is actually marked as shipped.

Auto Message Rules control which orders, listings, buyers, or situations will trigger a message.

Rules can be based on:

Because rules can become very specific, it’s important to avoid creating multiple messages that match the same item and trigger.

For example:

If a listing matches both conditions, only one message may send.

3Dsellers recommends carefully organizing rules so they do not overlap.

For a complete explanation of advanced rules, filters, AND/OR conditions, and rule groups, see: Auto Messages Sending Rules - Filters, Groups, AND/OR, & how to make advanced rules

When two or more active messages match:

only one message will send.

The system prioritizes the message that:

This prevents buyers from receiving duplicate communications.

If you use:

avoid also using:

for the same trigger.

Choose one system only.

Check all active messages and verify:

Look for:

Temporarily disable:

Then test again.

Create a test order and verify:

Recommended:

Do not mix both systems for identical triggers.

Avoid multiple active messages using:

Use targeted rules whenever possible.

Make sure one listing can only match one workflow.

Review:

to ensure triggers are not duplicated.

Below is an example of a common setup conflict that prevents a message from sending.
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The user created two active messages with the same Sending Trigger:

When an order includes an item with the title:

both messages match the same order.

However, 3Dsellers only allows one message per item and trigger.

Since the All Buyers message targets a larger number of items, it takes priority over the more specific rule.

As a result:

The system prioritizes the message with the broadest matching audience to prevent duplicate messages from being sent to buyers.

If your automatic message did not send, the most common causes are:

To avoid issues: