Understanding the Customer Unsubscribe Process

Customers have a variety of methods to unsubscribe from communications email. This document will describe how the system reacts to their unsubscribe activity:

Option 1: Unsubscribe Link at the bottom of their email

The customer is taken to a web page where they can manage their subscription preferences.

Option 2: Unsubscribe option within their email client

The system will react differently based upon whether the email was from a campaign or flow.

• Campaign

  • Segment - suppressed on the segment

  • List - removed from the list

• Flow

  • If the trigger was a list subscribe, unsubscribe from the list

  • If the trigger was a segment add, suppress on the segment

  • All cases terminate the rest of the flow

Customer Unsubscribe & List Management Form

Within the Storefronts ‘List & Segments’, in List Editor, you have a slider button to enable/disable the Customer Unsubscribe & List Management form The advantage of enabling this option is that it allows the customer to unsubscribe from a particular list without having to unsubscribe from all marketing.

Example:

Open

When the customer clicks on the unsubscribe link with-in a marketing email, they will have granular unsubscribe options, in addition to a global unsubscribe:

Open

Option 3: Unsubscribing from the Communications → Customer List

If you receive feedback form a customer that wishes to be removed from your mailing, you can do so by navigating to the Storefronts host, then in the storefronts menu, then in the Communications section, choosing Customers then searching for the customer’s email. Next, click the three dots menu, then choose ‘Unsubscribe’

Alternatively, there is also a unsubscribe option when reviewing an order. From the order review, mouseover the ‘Tools’ menu, choose Unsubscribe':

Option 4: Spam Complaint

Ideally the customer feels confident that they are receiving your marketing emails appropriate because of the interactions with your customer and understands that you will honor the unsubscribe requests and won’t click the spam complaint button, but inevitably some customers will.

The customer is globally unsubscribed from all future marketing emails through the communications system. UltraCart will still send transactional emails like receipts and shipment notices until the customer places a future order and opts back in.