Unsubscribe click documentation

Unsubscribe click

Standard unsubscription

The standard unsubscription process will be configured using the standard link in Maileon. It is accessible in the link definition section of the newsletter editor.
It is possible in several places, e.g. as a CTA or text element.

Note: Setting the “Unsubscribe” link is the most important step in DOI configuration! If the selection is incorrect, all subscriptions may fail, resulting in the loss of registrants.

Manual unsubscription

To unsubscribe manually, please access the Lists and Contacts section in Maileon and use the corresponding icon.

Alternatively, clicking on a mailing address and accessing the detailed reporting for the contact provides the option to unsubscribe manually. It is similar to unsubscribing via a newsletter link, where the contact is removed from the contact list immediately.

Unsubscription via Marketing Automation

It’s also possible to perform „unsubscribe contact“ (or delete contact) in the Marketing Automation.

Unsubscription via API

There are three options for deregistration via the API. The deregistration can be performed

• via Maileon ID: https://support.maileon.com/support/unsubscribe-contact-by-maileon-id/
• by e-mail address: https://support.maileon.com/support/unsubscribe-contacts-by-email/
• by external ID*: https://support.maileon.com/support/unsubscribe-contacts-by-external-id/

*Normally, the identification in Maileon is defined by the ID + hash value. However, there is the option of storing an external ID. This can be regarded as additional contact information that is stored in Maileon or the PRIMARY KEY (i.e. the identifier) can be changed to the external ID.

Attention: If you change the PRIMARY KEY, it is essential to check for duplicates, as the guarantee for duplicate matching is only provided via the external ID and no longer via Maileon’s own ID.

Indirect unsubscribing (Double Opt-out)

By analogy with the Double Opt-in, Maileon offers the option of setting up an indirect deregistration (Double Opt-out), which adds an additional step to the unsubscribe process. Here the standard link of the default process is utilized. In the settings in Maileon you can activate the indirect logout process.

With an activated indirect unsubscribe process, the user is not directly unsubscribed after clicking on an unsubscribe link in a mailing. To confirm the unsubscribe request, the user is directed to a system page. Upon confirmation, the unsubscribe is performed. Activating this process is advisable if there are many contacts with autoclicking SPAM filters in the contact database.

Unsubscribing by return

If a user sends an unsubscribe message to the manual reply address, it results automatic direct unsubscribe. The system analyses the subject line/content and checks for words such as unsubscribe. The automatic unsubscriptions are defined via automatic actions in the settings.

FAQ

1. How does Maileon manage unsubscribers?

Please note: The process outlines only the standard unsubscription procedure. All mentioned values, such as retention and cancellation are only recommendations. Any changes must be communicated and clarified by the user.
After clicking on the unsubscribe link, the user will be redirected to the unsubscribe page or, in case of technical difficulties, to the error page. The standard page of Maileon also asks for unsubscribing reasons.

 

2. What is the anonymisation/deletion process?

After the unsubscription, the contact is anonymised and listed in the system as a deregistered/anonymised contact.
Two types of databases are now listed here: The database for the unsubscribers or an unsubscribe log and the anonymisation database.
In the unsubscriber database all the unsubscriber’s data is deleted, except for the mailing address and the external ID. The mailing address or external ID are stored for eight months as standard and serve as an unsubscribe log in the system, so that the mailing address/external mailing address/external ID can be traced back to which mailing and how the recipient unsubscribed (e.g. list unsubscribe, manual unsubscribe, standard link).

The anonymisation database must be viewed separately. The client behaviour for the handling of anonymised contact profiles can be set regarding the retention period. Anonymised contact profiles are unsubscribers whose personal contact information has already been deleted.
As the anonymised contact profiles still contain the sending response data, they can be included in reports in an anonymous context. However, it is advisable to define a retention period for reasons of data minimisation. The default setting is two years.
You can view the unsubscribe log under Lists & contacts > Contact export. Clicking on the figure on the right provides additional information about the unsubscribes.

 

3. How to manage anonymisation/unsubscribe database settings?

Under Settings > Contact management you find the option to anonymise the contact information for Maileon contact fields, as well as for the unsubscribe database.

For better readability, important information on the treatment of unsubscribers is highlighted here:

With an activated indirect unsubscribe process, a contact is not directly unsubscribed after clicking on an unsubscribe link in a mailing. The contact is first forwarded to a system page where he can confirm his unsubscribe request. If he confirms this, he will be unsubscribed. An activation of this process makes sense if there are many contacts with autoclicking SPAM filters in the contact database.
On the following image you can view the retention period of the anonymised contacts.

 

4. How can I manually delete anonymised/unsubscribed contacts and the unsubscribe database?

It is possible to delete the named contacts at any time under Settings > Contact management.

NOTE: This step deletes the entire unsubscriber list.

If necessary, please create a backup by exporting the list, as all data will be permanently lost otherwise.
Once the “Delete all unsubscribed” and “Delete all entries” functions have been run, there is no option to restore the data.