Concern Over Charges from Null Results in Enrich People Service

Esteban Lopez · 2024-10-04 04:35:07.734172+00

hey, it seem we are being charged by null results from enrich people

Concern Over Charges from Null Results in Enrich People Service | Clay

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💤 You've caught us outside of our support hours (9am-9pm EST), but don't worry - we'll be back in touch within 24 hours (often sooner!). If you haven't already, please include the URL of your table in the thread below so that we can help you as quickly as possible!
Esteban Lopez
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Esteban Lopez
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Clay Support
Esteban Lopez
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any update?
Tanvi (Clay)
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Hi Esteban, thanks for reaching out! I just re-ran a few null results in your table and they are showing results now. It looks like this might've been a temporary bug in the enrich person enrichment. Could you try re-running the rest of these cells in your table? It does not cost additional credits, but I have added 500 more credits to your account on us for the inconvenience. Let me know if you have any other questions! 😊
Esteban Lopez
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I think you need t oadd 500 more we have 886 records like this
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Esteban Lopez
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btw customer used a affiliate code link, so it hsould have 5k records to start we just used enrich people, nothing else, how can we have 1,317 credits left, if we just spend 2,619 ? (where 886 are bad with undefined url) following my calculations we should still have 3,267 credits available
Esteban Lopez
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can you confirm and enable the corresponding credits? thanks
Esteban Lopez
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CALCULATION
2k + 3k affiliate code = 5k
2619 enrichments made = 2381 credits left
886 enrichments with bug (refund) = 3,267 credits left
Current available credits = 1,317
Missing credits = 1,950
Esteban Lopez
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I would like to have credits back first before retrying the enrichments that came with error (undefined)
Esteban Lopez
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any update?
Tanvi (Clay)
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Hey Esteban, after a closer look the issue you shared is a bug affecting multiple users in the product. Our engineers are currently looking into this issue and we'll be sure to update you as soon as we have more info. You can keep track of live updates to this issue here: https://rootly.com/teams/clay/status-pages/clay-status/public Rest assured, we'll make sure you're refunded any lost credits from this issue as well. Thanks for your patience!
Esteban Lopez
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Let us know once fixed and credits back :)
Arturo (Clay)
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Hey Esteban, thanks for the patience! We apologize for the issues and blockers the enrich person action caused. Happy to report we’ve implemented a number of changes to mitigate this issue until we're able to work with our providers for an ultimate fix. The enrich person action should return data for a large majority of people, and we'll post an update as soon as we're back up and running completely. I've added credits back in to help out when you're ready to re-run them!
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Esteban Lopez
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That's great today will check

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