Forwarded Emails and Unsubscribing issue!

First i would like to say that Campaign Monitor is truely amazing and adds another level of functionality for us to offer our clients and at minimal cost!

However, we have noticed a pattern with some of our clients we send to, where the email will be opened 17 times with multiple link clicks and then they randomly unsubscribe.

My thinking is that, the email is being forwarded by the original recipient to multiple friends through the mail software rather than the campaign monitor forward option (and therefore untraceable?)
As such the tracking code counts any further opens by recipients friends as the original recipient.
Then if any of the friends click the unsubscribe link, it removes the original intended recipient from out list!

Do you know if there is any solution to this?
We have a number of our clients saying they never unsubscribed from our emails and they all appear to have this pattern leading up to the unsubscription...

Any suggestions would be helpful!

Regards,
Sean

mogulmatt, 7 years ago

Hi. We've been having the same issues. Recently a new client of ours sent a newsletter to himself and he was 'unsubscribed' from his own list. Extremely embarrassing for us.

I don't believe it's caused by people forwarding the messages. The links are all clicked far too quickly for that.
My theory is that it's caused by email security software that automatically follows every link in the message.

Whatever the reason is, can someone please tell us how we can get around this? It's driving us nuts and we're seriously thinking about moving to Mailchimp.

How about giving us the option of a two-step unsubscribe process?

Mathew Mathew, 7 years ago

Security software, as Matt suggested, can actually be the problem, and we have seen that recently happening. This is something we are actively working on, and we're planning to detect and ignore automated clicking from those applications.

For the case of people unsubscribing other people, one good option is to use the [email]tag to make it clear who the unsubscribe link will actually remove:

"Click to unsubscribe [email]from any further emails" - the [email]will always be the original recipient.


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justsean, 7 years ago

Thanks for the quick replies. I didn't consider the security software route which is probably more likely!
Is there a way for us to add clients who we know havn't purposely unsubscribed back into our list? When I try it simply says the email address has already been suppressed...

Thanks again,
Sean

Mathew Mathew, 7 years ago

@Sean

Sorry for the slow reply, but you can just search for that subscriber in your list, and check the box next to their name. Then you can move them back to active status using the drop down at the bottom.


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verveuster, 6 years ago

@Mathew

hi
any news about solving this problem?

clients of us are also forwarding the newsmails to others instead of using the 'send to a friend' option.
and then some of the receivers sometimes will change the personal informations of the senders account. because the sender sends his personal newsmail to them.

thanks
res

paulusdebkb, 6 years ago

Hi there,

Same issue here, with my client finding himself unsubscribed from his own e-mail news letter. It would be great if a 2-step unsubscribe process could be implemented.

bc173, 6 years ago

+1 for a 2-step unsubscribe process and/or a confirmation mail that the unsubscriber gets.

geoffgraham geoffgraham, 6 years ago

I'd also like to add my +1 for a unsubscribe email confirmation.

Actually, what I'm looking for is not a two-step process to unsubscribe, but the ability to trigger an email to someone when they unsubscribe to let them know they have successfully been removed from the list.

We have a number of subscribers who love to use the Forward button in their email client instead of the Forward to a Friend link embedded in the email. Of course, when that happens, the people that receive the forward can click the unsubscribe link embedded in the email, which actually unsubscribes the original recipient. Having a confirmation email would at least let the original recipient know they need to re-subscribe in the event they were inadvertently removed from our list.

Thanks!


Geoff Graham
WebsiteTumblr •  Twitter
roshodgekiss roshodgekiss, 6 years ago

Hi folks, I'm glad to say that we've updated the app with a fix to prevent accidental unsubscribes as a result of security or anti-virus software clicking the unsubscribe link in your email campaigns. You can read the full details here.

Many thanks with your patience while we've worked on this issue - its been a pesky one for all involved!


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