Why am I Still Receiving Document Notifications?

You may continue receiving document notifications from TraceGains Gather® even after declining a connection, disconnecting from a customer, or ending a business relationship. These notices may continue when a document request, requirement, reminder setting, or contact relationship still exists in the customer’s TraceGains environment.

This article explains why notifications may continue, who manages them, and what actions can help stop reminders that are no longer needed.

Why notifications may continue

Document notifications can come from different sources. Some are tied to your company’s Gather connection with a customer, while others are tied to contact records maintained on the customer’s Enterprise site. Declining a connection or disconnecting in Gather does not always stop customer-branded notifications.

When there is no active Gather connection, notifications may revert to the primary contacts listed for your company on the customer’s Enterprise site. If the same person is both the supplier’s Gather admin and the primary contact on the customer site, declining the connection may appear not to stop the notifications because the customer-controlled contact record is still active.

You may continue receiving notifications if:

• The customer still has an active document requirement for your company.
• Your company, location, item, or document is still associated with the customer’s request.
• A previously submitted document has expired or is nearing expiration.
• Your user account is still listed as a contact for document reminders.
• Your user account is listed as a primary contact on the customer’s Enterprise site.
• The request was not removed, archived, or updated after the business relationship ended.

Who manages these notifications?

In most cases, the customer that requested the document manages the requirement, contact record, and related notification settings. TraceGains sends the notification because the customer’s configuration indicates that the document is still required, expired, approaching expiration, or assigned to a specific contact.

If the relationship has ended, the customer may need to review their supplier records, document requirements, and notification contacts. They may need to remove or archive the requirement, update the supplier relationship, or remove users who should no longer receive reminders.

This is often a customer-controlled setting, which means suppliers may not be able to stop the notifications directly from Gather.

How to identify the type of notification

Before taking action, review the email to determine whether it is TraceGains-branded or customer-branded.

• TraceGains-branded notifications are sent from TraceGains and generally relate to activity in Gather.
• Customer-branded notifications include the customer’s branding or customer contact details, typically near the bottom of the email.
• If the email includes a customer contact, contact that person or team first and ask them to update the contact record or turn off email notifications for your company.

What can help stop notifications?

To help stop unnecessary reminders, contact the customer listed in the notification first when the email is customer-branded. Ask them to review the request, update the contact record, or turn off email notifications for your company.

The customer may need to:

• Remove or archive the document requirement.
• Update suppliers, location, item, or document associations that are no longer active.
• Remove or update contacts who should no longer receive document reminders.
• Turn off email notifications for the supplier contact, if appropriate.
• Confirm whether the document is still required for compliance, audit, or historical purposes.
• Send a new request only if updated documentation is still needed.

What should suppliers do next?

1. Review the notification. Identify the customer, document type, request details, and expiration date.
2. Contact the customer listed in the notification. If the email is customer-branded, use the customer contact details in the message and explain that the business relationship has ended or that you believe the document is no longer required.
3. Ask the customer to update the request or contact record. They may need to remove, archive, or change the requirement, update the primary contact, or turn off email notifications in their TraceGains environment.
4. Follow the customer’s guidance. If they confirm the document is still required, submit or update the document as requested.
5. Contact TraceGains Support if needed. If the customer is unresponsive after multiple attempts, or if you cannot identify the request or customer, include the full email notification details when contacting Support.

Need more help?

If you are unsure why you received a document notification, contact TraceGains Support with the email notification, customer name, document type, and any request details shown in the message. Support can help identify the source of the notification and may reach out to the customer’s CSM or help determine whether notifications can be turned off. However, customer-owned records should not be deleted without the proper context or customer confirmation.