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A
Anonymous
July 16, 2015
Question

Urgent Issue with Unsubscribe

  • July 16, 2015
  • 4 replies
  • 3260 views

We often get complaints from people that they cannot unsubscribe, and usually we just point them to the link and manually unsubscribe them--which used to work.

But I have one lead who reached out saying she submitted the unsubscribe form and reached confirmation 2x, but was still getting emails. I went into her record and saw that the Unsubscribed box was checked already, with a note that: "System flow action for 'Unsubscribe Email' triggered Wed, 15 Jul 2015 09:06:58 -0500"

So as a backup I checked Marketing Suspended as well and asked her to let me know if she got another email the next day (today), and she was emailed again!

Please help! My backup option would be to remove her from the Marketo database entirely so she could stop getting the emails she doesn't want/we don't want to be sending her...

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4 replies

Grant_Booth
Grant_Booth
Level 9
July 16, 2015

Hi Vivian,


I recommend looking up which email it was in the lead's activity log and examining that email. Was the email they received set to be "operational"?  If so, it will over-ride the Marketing Suspended and Unsubscribed settings. Operational emails should only be used for triggered emails, such as when someone fills out a form.

If that's not the case, then I recommend having them forward you the email to verify it's actually from Marketo and not a different source. If it is from Marketo, you can open a support case and we'll help you figure out why it was sent.


Grant

    A
    Anonymous
    July 16, 2015

    Hi Grant,

    I don't believe it is an operational email--I don't remember setting it up as so month ago. Is there some way to check?

    The email is definitely a Marketo email, as it comes from an engagement program.

    Thanks,

    Vivian

    A
    Anonymous
    July 16, 2015

    I just went into the email in editing mode, and checked the setting and it is NOT an operational email.

    Grant_Booth
    Grant_Booth
    Level 9
    July 16, 2015

    This is another reason to have some along the lines of the following in the Unsubscribe HTML for your emails:

    "This email was sent to {{lead.Email Address}}..."

    That way the email address it was sent to is recorded in the email, so if they try to unsubscribe with a different email address that's their own fault. This is the best way to avoid what Susan talked about.
    This should be part of the default Unsubscribe HTML, but sometimes customers alter it.

    Jeff is correct - it's not possible for two different leads to have the same email address but one be unsubscribed while the other is not. Marketo's durable unsubscribe updates the unsubscribed field for the duplicate records.

    Grant

      A
      alex.stanton
      Level 7
      July 17, 2015

      Vivian, also check that you are emailing the email address she uses to unsubscribe. Let's say you are emailing her @domain1.com but she is unsubscribing from @domain2.com - I have seen that happen more than once.

      Adrian_Watkins
      Adrian_Watkins
      Level 2
      July 17, 2015

      Vivian - I would agree with what Josh said earlier. The biggest help is normally in her record, you mentioned that you can see the flow that she unsubscribed. If that lead is still getting emails you should be able to see that on her record also. if you do not see anything then there are several options;

      1) There is another lead in the system that is a duplicate and that lead is not set to unsubscribe (i've seen that happen a lot).

      2) She isn't actually getting an email from you but someone has hijacked your email style or is sending something similar to her

      3) The email she is receiving it on isn't the one associate with her lead. For example I am on many email chains, "marketing@....." as an example. Multiple people receive that email but she may not realize that it isn't being sent to her personally.

      The other thing I would do is find out which email she said that she received, go to that send program and search members. Look for her email or name and if she was sent the email she will show up. You can then trace the record from there

      A
      Anonymous
      July 21, 2015

      Found out what happened! People have been unsubscribing with a different email address than the one that they originally signed up (and were getting emails to).

      Thank you everyone!

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