Unsubscribed contacts still getting emails

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Kmyers1730
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Unsubscribed contacts still getting emails

Postby Kmyers1730 » Tue Aug 02, 2016 1:27 pm

A client of ours had a client unsubscribe from the newsletter (promo opt out signal is there and there are no tags on it). Do you know why she still got it?

We have also noticed that more emails have the little red error symbol by the email addresses, yet they are valid and we are having conversations with them during that time. Do you know if there is some type of error with the system that is making people get emails that shouldn't and showing others as invalid?
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JohnB
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Re: Unsubscribed contacts still getting emails

Postby JohnB » Tue Aug 02, 2016 2:00 pm

What is the email address of the client who received the email, and which email message did she receive that she was not supposed to?

Do you have an example of an email address that is marked as invalid in the CRM but you know it is not actually invalid?
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Kmyers1730
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Re: Unsubscribed contacts still getting emails

Postby Kmyers1730 » Tue Aug 02, 2016 4:16 pm

Is there another way I can share the information? I am not comfortable sharing the persons' contact information publicly. THanks!



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JohnB
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Re: Unsubscribed contacts still getting emails

Postby JohnB » Tue Aug 02, 2016 4:26 pm

Thanks for being so conscious about your customers' information!

You can send that information to our support email if you would prefer.
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Kmyers1730
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Re: Unsubscribed contacts still getting emails

Postby Kmyers1730 » Tue Aug 02, 2016 4:27 pm

Awesome thank you John! I did forward the email to the support email. Thank you!



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Paige
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Re: Unsubscribed contacts still getting emails

Postby Paige » Tue Aug 02, 2016 4:43 pm

Looks like they were sent the email at 12:01 p.m., and they unsubscribed at 12:03 p.m. indicating that they clicked they linked to unsubscribe after they received the email.

Do you have any reason to believe that they didn't click the link?
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Kmyers1730
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Re: Unsubscribed contacts still getting emails

Postby Kmyers1730 » Tue Aug 02, 2016 4:49 pm

That client wasn't tagged at all so she shouldn't have received the email to begin with. It did not notate in the workflow timeline that she unsubscribed but her email was flagged.



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JohnB
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Re: Unsubscribed contacts still getting emails

Postby JohnB » Wed Aug 03, 2016 12:40 pm

I have some information for you!

After checking the mail logs, here's what appears to have happened. Your client's customer received an email at 12:12 pm on 8/2/2016. A few hours later they received an email confirming that they unsubscribed, and have not received an email since. Is it possible they were complaining about the message confirming they unsubscribed?

Also, whenever a customer unsubscribes from a newsletter list, the tags are removed from that contact's CRM record, so that would be why they have no tags now, but did receive the email earlier.

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