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Jessica_Brook
Jessica_Brook
Level 2
July 14, 2016
Question

Unsubscribes Still Receiving Emails

  • July 14, 2016
  • 3 replies
  • 4320 views

Hi All,

Several contacts have unsubscribed from marketing emails but are still receiving emails. They are in the unsubscribed list in lead data base and also not in the smart list of marketable leads. For email sends, the first filter I use is 'member of smart list - marketable leads' yet these contacts are still receiving marketing emails. Email opt out is also not being marked in sfdc when these contacts unsubscribe. Any help would be great!

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3 replies

SydneyMulligan
SydneyMulligan
Level 7
July 14, 2016

Is there a duplicate record receiving the emails? This is my hunch.

Are you using the out of the box Unsubscribe field?

Jessica_Brook
Jessica_BrookAuthor
Level 2
July 14, 2016

No the records are not dupes. I'm not sure what unsubscribe field we are using as this instance of marketo was set up before I came on. I don't have a lot of insight to why or how things are set up the way they are (which is also part of the problem)

ChristinaZuniga
ChristinaZuniga
Level 9
July 14, 2016

Could the email be transactional or operational and that's causing Marketo to ignore the opt out?

    Jessica_Brook
    Jessica_BrookAuthor
    Level 2
    July 14, 2016

    The email that was sent was not transactional or operational. The contacts have been receiving all promotional marketing emails after unsubscribing multiple times

    SydneyMulligan
    SydneyMulligan
    Level 7
    July 14, 2016

    Can you share a screenshot of their activity log? Also have you opened a support case?

    Dory_Viscoglio
    Dory_Viscoglio
    Level 10
    July 14, 2016

    I second what has been said above. I'd look at the specific email that's going out to see if it's operational and confirm there are no duplicates in your system. Also, ensure that you're using the system unsubscribe fields and not secondary fields that go into SFDC.

      Josh_Hill13
      Josh_Hill13
      Level 10
      July 14, 2016

      Also, are you sure the unsubscribe page is working?

      Jessica_Brook
      Jessica_BrookAuthor
      Level 2
      July 14, 2016

      I have tested it as a lead and it has worked successfully

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