Unsubscribes Still Receiving Emails

[Jessica_Brook]

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!

[Dory_Viscoglio]

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.

[ChristinaZuniga]

I agree with Dory, make sure that the right unsubscribe field is connected and in use. I thought my CRM unsubscribe was connected to Marketo but then noticed my records weren't updating properly. Turns out the field was never sent over! When we did get it synced, it overwrote some of the unsubscribed because of the last updated date / system. For example, Jane unsubscribed through Marketo but her most recent record updated was Salesforce where she is NOT unsubscribed. Suddenly she's opted back in. #Nightmare.

Anyway, since it sounds like you inherited an existing system I'd double check and make sure there are not multiple opt out fields created by a previous admin.

[Jessica_Brook]

I think something similar may be happening to these contacts I found. I see in their activity log that they successfully unsubscribe but during a data sync the unsubscribe field is changed from 'true' to 'false' and then the contacts were included in the next email send. I have included a screen shot

[SydneyMulligan]

You could edit the Block Field Updates from the unsubscribe to block updates from Salesforce. But then sales people wouldn't be able to unsubscribe people manually, so that could cause a separate problem.

[James_Leedom1]

From what it looks like there, Salesforce is the program that is changing the unsubscribe back from True to False. For some reason the original command from the sync didn't take in your instance of Salesforce. I would open a support ticket.

[ChristinaZuniga]

Who has access to edit the unsubscribe field? Could it be possible that your sales team is doing this? At a previous company it was an epidemic of sales people opting people back in because they "didn't really mean to opt out".

[Jessica_Brook]

Everyone who has sfdc access can change this field and I know sales people are changing unsubscribed to 'true' when they come across people who say they have unsubscribed but salesforce is not reflecting that. I don't think anyone is opting people back in

[Josh_Hill13]

Also, are you sure the unsubscribe page is working?

[Jessica_Brook]

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

[ChristinaZuniga]

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

[Jessica_Brook]

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

[SydneyMulligan]

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

[SydneyMulligan]

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

Are you using the out of the box Unsubscribe field?

[Jessica_Brook]

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)