How to Handle Unsubscribed Contacts for Review Requests
If you encounter a scenario where a client or contact has unsubscribed from emails, it is essential to follow proper protocols to ensure compliance with email communication laws and system guidelines.
Overview of Unsubscribing Guidelines
When a user unsubscribes from emails in Renowned, they are legally removed from future email communication by the system in accordance with consumer laws. This action cannot be reversed without explicit consent from the user. Additionally, emails may fail to reach their recipients for other reasons such as being filtered into spam or junk folders, being blocked by the recipient, or due to inaccuracies in the provided email address.
Key Points:
Once unsubscribed, you cannot resubscribe or modify the email address in the system.
Review requests and other communications are also restricted from being sent to unsubscribed email addresses.
Steps for Managing Unsubscribed Contacts
Before proceeding to manage unsubscribed contacts, verify whether their email delivery issues are genuinely due to unsubscription. Here are the recommended actions to manage such situations effectively:
Request an Alternative Email Address: If the contact has unsubscribed before receiving a review request, ask if they have another email address that you can use. This provides a workaround without violating any guidelines. - An alternative business or personal email can be used for sending review requests.
Explicit Consent for Resubscription: Resubscribing an email address is only permissible if: - The client explicitly approves via direct communication. - The unsubscribed email address received the last email communication within 6 months.
Avoid Unpermitted Resubscriptions: If no alternative email or explicit consent is provided, you must respect the unsubscribe status. System limitations and legal requirements prevent resending emails or modifying the contact information for unsubscribed users.5. Verify Subscription Status: Use the HubSpot system to check the contact's subscription categories under "Communication Subscriptions." Confirm whether the user unsubscribed from specific email categories like review reminders.4. Check Spam/Junk Folders: Ensure the recipient checks their spam or junk folder as emails could have been incorrectly filtered. Encourage them to whitelist Renowned emails to prevent future issues.
Exceptions and Special Cases
It is critical to ensure that any resubscription or use of alternative emails complies with both legal and ethical practices.
If unsure about compliance, consult legal or system policies to avoid potential breaches.- Cross-check the email address for accuracy before sending review requests, as typographical errors can lead to non-delivery.
Summary
By adhering to these guidelines, you can respect the preferences of your contacts and remain compliant with legal and system policies.