Subscriber Opt out from confirmation email not working

I use the double opt in option for out subscriber lists. It appears that when the user is sent the confirmation email the opt-out link leaves the subscriber with an unconfirmed status but adds them to the suppression list. Should this have actually changed the susbscriber status to "Unsubscribed"?
This is what it did prior to the latest update.

Ken Ken, 4 years ago

Hi Dave,

I'm pretty sure that when the subscriber clicks the opt-out or unsubscribe link from the confirmation email, we've always kept the subscriber as Unconfirmed. The reason we do this is so that the subscriber's state of Unconfirmed is locked, and can't be moved to Active. We wanted to remove the temptation of moving subscribers to become Active if we had made them Unsubscribed.

I hope this answers your question for you. Let me know if there is anything unclear.


http://www.campaignmonitor.com
davebush1234, 4 years ago

Hi Ken,
Really appreciate you getting back to me so quickly. I think where I've had the confusion is that there is a difference in the process for when the user receives the confirmation email initally and when they may later go back to the email to opt out.
Scenarios are as follows:

    Scenario 1 - Initial Opt-Out using Confirmation Email:
        1. User receives Confirmation Email (User Status is "Unconfirmed")
        2. User clicks Opt-Out link (User Status is "Unconfirmed", User is added to a suppression list)
     
    Scenario 2 - Initial Opt-In and later Opt-Out using Confirmation Email:
        1. User receives Confirmation Email (User Status is "Unconfirmed")
        2. User clicks on Opt-In link (User Status becomes "Active")
        3. User later clicks on Op-Out Link (User Status becomes "Unsubscribed", User is added to the suppression list)

In Scenario 2, should the status change go back to being "Unconfirmed" then because the user is effectively saying "I've made a mistake and actually want to Opt-Out"?

Ken Ken, 4 years ago

Hi Dave,

Nice pick up! Yeah, it looks like we haven't considered Scenario 2 properly. I believe the State should end up being Unconfirmed, to keep the two scenarios consistent. I've logged a bug report to get the issue fixed. We'll get back to you when the fix has been deployed live.


http://www.campaignmonitor.com
davebush1234, 4 years ago

Hi Ken,
Thats great thank you!
Thanks,
Dave

davebush1234, 4 years ago

Hi Ken,

I've hit another related issue, not sure if this is by design, but I've noticed that if after a subscripber opts out using the confirmation email and they then at a later date opts back in (using the confirmation link in the same email), their status will change to "Active" but they remain in the Suppressed list.

This potentially could cause confusion since they've then said that they want to receive correspondence but nothing will arrive because they are suppressed? I also cannot find a way of changing the suppression list via the API so this can leave users not receiving our emails.

I originally posted this issue elsewhere but have posted here to keep the issues together. 
"roshodgekiss" suggested that we add a link from our site to resubscribe, this is infact what happens. Once the user resubscribes they receive another confirmation email but onclicking the activation link the still remain in the suppressed list.

We will potentially have thousands of subscribers we will not be able to go through an manually maintain who should be subscribed and who shouldn't. Is there anything you can suggest?

Thanks,
Dave

Ken Ken, 4 years ago

Hi Dave,

The suppression list will only affect importing a file of subscribers to you list. It will scrub out the email addresses that are in the suppression list from the file before adding it to your list. The main purpose of the suppression list is to stop you from accidentally reactivating subscribers that you have stored in a file. If an email address is on the suppression list, and is also Active on a list, and you send a campaign to that list, the subscriber will still receive the email. See http://help.campaignmonitor.com/topic.aspx?t=99 for more information if you want.

So be assured that your subscribers will still get emails if they are Active in your list, regardless if they are on the suppression list.

With regards to the subscribers remaining on the suppression list when they've resubscribed: this has been an issue with us for a while. I've added your vote to the issue, and with luck, it will be looked at in the near future. Again, we'll get back to you when that issue has been resolved and deployed live.


http://www.campaignmonitor.com
Ken Ken, 4 years ago

Hi Dave,

The suppression list will only affect importing a file of subscribers to you list. It will scrub out the email addresses that are in the suppression list from the file before adding it to your list. The main purpose of the suppression list is to stop you from accidentally reactivating subscribers that you have stored in a file. If an email address is on the suppression list, and is also Active on a list, and you send a campaign to that list, the subscriber will still receive the email. See http://help.campaignmonitor.com/topic.aspx?t=99 for more information if you want.

So be assured that your subscribers will still get emails if they are Active in your list, regardless if they are on the suppression list.

With regards to the subscribers remaining on the suppression list when they've resubscribed: this has been an issue with us for a while. I've added your vote to the issue, and with luck, it will be looked at in the near future. Again, we'll get back to you when that issue has been resolved and deployed live.


http://www.campaignmonitor.com
davebush1234, 4 years ago

Hi Ken,
Thanks for clarifying and thanks for your patience.
Cheers,
Dave

Ken Ken, 4 years ago

No, Dave, thanks for your patience and understanding.


http://www.campaignmonitor.com

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