When a segment doesn’t return the contacts you expect, it’s often due to logic conflicts, misconfigured rules, or outdated data. This guide explains how to review your segment setup, refresh your data, and resolve common issues that affect segment results.
Common causes and how to fix them
1. Segment refresh
Segments don’t update automatically. You need to refresh them to apply the latest data.
To refresh a segment:
Navigate to Audience > Segments.
Find your segment and select the Refresh icon.
Wait for the segment to refresh.
Some segments can be refreshed automatically as part of scheduled sends. When you schedule a send, Dotdigital refreshes the segment before the campaign is sent, ensuring it uses the latest data.
2. Time-sensitive rules
Rules based on recent activity or purchases can cause unexpected results if the logic isn’t set up correctly. For example, a segment for lapsed customers might return no results if the inclusion and exclusion rules overlap.
Include contacts who purchased in the last 70 days.
Exclude contacts who purchased in the last 42 days.
3. Rule logic and configuration
Misconfigured rules can exclude contacts unintentionally.
Check your logic
Make sure your AND/OR rules don’t conflict.
For example, a rule like order count more than 1 excludes contacts with only one order. Use order count greater than or equal to 1 to include them.
4. Accumulated segment logic
When combining multiple segments, incorrect exclusion rules can result in empty segments.
Review exclusions
Make sure your must not logic isn’t excluding everyone.
Adjust logic
Refine your rules to reflect the intended criteria.