Customer email "Pending"

[craigmitchellar]

On my customer list, many customer emails are identified as "Pending."

Clicking on "Pending" takes me to a page that says "Email awaiting confirmation."

Do I need to do something that confirms emails?

[Elias · Accepted solution]

Greetings, @craigmitchellar.

Thank you for reaching out and bringing this to our attention!

It looks like you're using the double opt-in feature for the email marketing on your store. While you don't need to do anything to confirm the subscriptions at this stage, you'd simply need to wait for the customers to check their email and confirm subscribing to your newsletter. However, if the customer doesn't confirm to the subscription, then the status will remain as pending. 

If you'd like to learn more about email subscriptions, double-opt-in, and customer accounts, then I'd also recommend taking a look at the following community thread: Solved: Newsletter Confirmation.

I noticed that you're a new member of our Shopify Community! I'd love to hear more about your experience so far and share some resources to help you get started! What kinds of products are you selling? Do you have a marketing plan prepared for your store?

[craigmitchellar]

Thank you Elias!

You can see my store at craigmitchellart.com

Craig

[Elias]

Hey, @craigmitchellar.

Thank you for following up and sharing your store URL!

I've taken a look at your store (craigmitchellart.com) and I think your store looks amazing! I really like the use of various sections on your homepage. However, I think there could be an opportunity to use sections, such as the Image with text overlay, to share some brand history or vision with your new customers.

That being said, have you considered using something like Shopify Inbox to interact with customers live on your store? Also, as a way to incentivize customers to return or to purchase gifts in the future, have you considered offering a loyalty program? 

[snoozygummy]

My email subscriptions also say "pending" in Shopify, but we use Klaviyo for email marketing. Could that be why Shopify says pending rather than subscribed?

[Elias]

Hey, @snoozygummy.

Thank you for joining this thread!

Based on my knowledge, third-party mailing services (eg. Klaviyo, Mailchimp, etc.) does recommend using the doubt opt-in feature from Shopify so you may still see the "Pending" status for some of your customers. Some of these mailing service providers may also make it a requirement for you to enable the double opt-in feature based on the store's location, as some regions have privacy laws enforcing how customers can be subscribed to a newsletter. 

That being said, since Klaviyo is a third-party app, then the app developer is always available to assist you. Simply reach out to Klaviyo through the contact information found in the Support section of their app's page or you can contact them directly from within their app.

I noticed that you're a new member of our Shopify Community! Once you've resolved this issue with Klaviyo, I'd love to hear more about your experience so far and share some resources to help you get started. 

[EquineSkys]

Elias, I have the same issue with many "pending" customers. I have turned off the double opt-in and that has helped future customers.  How can I email these "pending" customers an offer in hopes to get them back to my website?

[Elias]

Hey, @EquineSkys.

Thanks for joining the thread.

I understand that you have many customers with the pending status for the email subscriptions, and you'd like to send an email to them with an offer so that they can come back to your website.

Since it's possible that some of these customers have chosen to opt-out of the email subscriptions, then I wouldn't be able to advise on emailing them. Instead I'd recommend implementing some apps for exit offers and popups, such as Privy - Pop Ups, Email, & SMS or Exit intent Pop ups, so that you can incentivize customers to sign-up to the email subscriptions. 

That being said, if you'd like to send them an email, then you can send an email message to a customer by clicking on the email in their profile. However, I'd also recommend reviewing the CAN-SPAM Act as well as the EU Privacy and Spam Policy to learn more about the regulations prior to contacting the customers. 

If you have any other questions, then don't hesitate to let me know!

[ValentElle]

Hello Elias,

Thank you for the answer, we have the similar situation. 

There are around 40 customers in pending status. I understand that we need to wait their action to validate, or not, however I wonder if you suggest to send them a kind reminder mail to accept ? Thank you !

[Elias]

Hello, @ValentElle.

Thank you for joining the thread and posting this question!

Due to the CAN-SPAM Act and EU Privacy and Spam Policy, I wouldn't recommend sending a reminder to customers as it could also be seen as spam. Instead I'd recommend running ad campaigns to attract more customers and providing some incentives for customers to sign-up for your newsletter. 

Here are some resources that may help you convert customers into subscribers:

• How to Turn a Customer Into a Subscriber
• 6 Newsletter Examples: Why They Work and What You Can Learn
• 5 Ways you can use discounts to increase sales

That being said, I noticed that you're a new member of our Shopify Community and I'd love to hear more about your business. What types of products are you selling? Do you have a marketing plan prepared for your store?