Managing Unsubscribes and Suppressions - Support Centre

Quoted on this wiki

Every place a page here uses this source, in the order the words come in it.

1. A Hard bounce occurs “Hard bounces occur when a customer's email address is permanently unreachable. For example, the email address or host server doesn't exist anymore or the address is invalid or misspelt.” When an email hard bounces, the email address is automatically added to the suppression list.

   In Bounce types and SMTP codes

2. What are Unsubscribes? “This can happen when a customer clicks an unsubscribe link in an email campaign.” When a customer unsubscribes, their email Contact Preference changes from a Yes to a No response. This reflects that they have revoked the permission they gave to be contacted in a certain way.

   In Opt-out compliance testing

3. An unsubscribe (also known as an opt-out) occurs when a customer requests to be removed from your mailing list. This can happen when a customer clicks an unsubscribe link in an email campaign. “When a customer unsubscribes, their email Contact Preference changes from a Yes to a No response.” How can customers unsubscribe?

   In Opt-out compliance testing

4. An unsubscribe (also known as an opt-out) occurs when a customer requests to be removed from your mailing list. This can happen when a customer clicks an unsubscribe link in an email campaign. “This reflects that they have revoked the permission they gave to be contacted in a certain way.” How can customers unsubscribe?

   In Opt-out compliance testing

5. Clicking an unsubscribe link in a Dotdigital email campaign “The Customer’s email Contact Preference is then updated in Spektrix during an overnight sync.” Managing their Contact Preferences on the My Account page online

   In Opt-out compliance testing

6. To remove a customer from the Suppression list in Dotdigital, you’ll first need to update the customer’s Contact Preference in Spektrix. If the customer clicks the link in the re-subscribe email they receive, they will automatically be removed from the Suppression List. “In the event that the Customer does not click the re-subscribe link, you can follow these steps to manually remove a customer from the Suppression List:” In Dotdigital, go to Audience > Suppressions:

   In Resubscription handling

7. Learn more about the GSL in Use the Global Suppression List to revise your contact list. “Additionally, if a customer is suppressed because they reached your soft bounce threshold, email addresses are removed from your suppression list after one year.” Manually removing a customer from the Suppression list

   In Suppression list retention