Why isn't the unsubscribe link updating in the customer list?

Shopify Discussion
1

Howdy!

I am testing the unsubscribe flow from our email list but although the link (inside the email) takes me to the successful unsubscribe page, in the customer’s list on the Shopify dashboard I still see an active subscription.

Any help will be appreciated.

Thank you in advance.

Paolo

1 Like
2

Hello @paolopolix ,

I am Gina from flareAI app helping Shopify merchants get $6Million+ in sales from Google Search, on autopilot. I am here to support you.

If the unsubscribe link in your email takes you to a successful unsubscribe page, but you’re still seeing an active subscription in the customer’s list on your Shopify dashboard, there are a few things you can check.

  1. Confirm that the email address is correct
    Make sure that you’re checking the customer’s subscription status for the correct email address. It’s possible that the email address you used to test the unsubscribe flow is different from the one you’re checking in the Shopify dashboard.

  2. Check the status of the customer’s subscription
    In the customer’s list in your Shopify dashboard, locate the customer whose subscription you tested. Click on their name to view their customer profile. Scroll down to the “Marketing” section and check the status of their subscription. If the subscription status is still “Subscribed,” it’s possible that there was an issue with the unsubscribe process.

  3. Verify the email provider
    Make sure that the email provider you used to send the test email is connected to your Shopify store. If the email provider is not connected, the unsubscribe request may not be communicated to Shopify.

  4. Wait for updates
    Give the system some time to update the customer’s subscription status. Sometimes it takes a little while for the system to reflect the changes made to a customer’s subscription status.

If you’ve checked all of these things and the customer’s subscription status is still showing as active, you can contact Shopify’s support team for further assistance.

Gina

1 Like
3

Hello Gina @flareAI ,

thank you for your answer, very appreciated.

For a few moments after clicking the link I see the status updated correctly for that user but by refreshing the contact list page, the subscription becomes active again.

The strange thing is that acting manually in the dashboard on the user the result is the same. for a few moments I see the updated status and then it becomes active again.

Thank you again.

Paolo