How Do I Remove a Customer from the reachable group?

[caravatis]

We have customers that give us thier emails so that we can get back to them about a specific item they are in search for and we have sourced. When I enter thier information into the directory, they automatically become reachable. They get mad when they are sent newsletters without permission.

Is there a way to remove them from marketing and if not, why on earth would that not be available to the seller?

[puka]

Hey @caravatis!

You can remove a customer from a group within your Customer Directory on the app and in your online Dashboard.

• Tap the three horizontal lines in the top left
• Go to Customers
• Select the customer
• Tap Edit Personal Information
• Select Groups
• Uncheck the Group you would like to remove them from

The directions are the same for your Dashboard.

[thatdirtydog]

I do not seem to be able to change the "Reachable" qualifier in a customer profile - how do I ensure they won't receive any Marketing emails?  

I seem to only be able to change a group that I created vs. what Square has automatically designated.  Please advise

[Valentina · Accepted solution]

Thank you for flagging this - the ability to edit your Reachable customers has changed since this thread was originally started. There are a couple of different ways we could approach this one, @thatdirtydog: 

1. If you'd like to be able to opt-out your customers from receiving Marketing emails, we can "enable" a feature in your Dashboard that will let you Unsubscribe customers individually. These customers would still be in the Reachable group, since you have their contact information, but their "status" will change from Reachable when you unsubscribe them. This is what the feature would look like if we enabled it for your account:

2. Another option here is to create a new group of customers that would like to receive marketing campaigns, and name it so that it's easy to locate when creating Marketing campaigns. Here's what that could look like:

[liveedgedetroit]

@Valentina  - how do we go about your suggestion for Option 1?  Is this something Square has to enable or can we do it ourselves?  Having trouble locating where to accomplish this.

[Valentina]

If you'd like to have this feature enabled on your account, just let me know here! I'll reach out to the team responsible so they can enable this for you, @liveedgedetroit.

[liveedgedetroit]

@Valentina  - Yes, please have this feature added to my account, assuming there is no charge/fee to do this.  If you would also be able to let me know when the request is complete, that'd be great.  We have a lot of people we'd like to remove from the Marketing Reachable group, and this feature will be very helpful moving forward.  Thanks so much! 

[Valentina]

Thanks for confirming your interest in having this feature enabled on your account, @liveedgedetroit. You should now see the change reflected in your Customer Directory once you select a customer. Please let us know if you have any questions about this!

[liveedgedetroit]

@Valentina  you rock! thank you!  I see it and it appears to be easy to manage.  I appreciate your help & speedy service.  

[Valentina]

Happy we were able to help, @liveedgedetroit - we love hearing when features are easy to navigate! Give us a shout here if you need a hand 😊

[ffspringrolls]

@Valentina Could you please enable Option 1 on my account as well? This would be a very helpful feature! 

[Valentina]

If you reach out to our Support team, they should be able to get you over to the team that can enable to option for you, @ffspringrolls!

[TNTsandiego]

How come after I tap "Edit Personal Informaion" , I do not see the check or uncheck where I can move them from one group to another?

• Tap Edit Personal Information
• Select Groups
• Uncheck the Group you would like to remove them from

[nika]

HI @TNTsandiego! Try this route instead:

• Select the customer from your Directory
• Tap the group in which you do not want them to belong to from their profile. (The group should appear as a blue link.)
• Re-select the customer's name you want to remove from the new page that appears and click "Delete" - this will remove that customer from that particular group.

[Mick_Indy]

Is there a way to filter out the UNSUBSCRIBED customers from the REACHABLE list? The folks who unsubscribed from our last campaign still show up there and it is very manual right now to get them out of the campaign mailing list. Perhaps additional filters for Reachable? Are we doing something wrong?

[isabelle]

Hey @Mick_Indy-

Thanks for posting in the Seller Community.

If you are concerned about sending emails/campaigns to those customers that have unsubscribed, we can reassure you that no manual work is required on your end to avoid sending to people who have unsubscribed - Square will automatically stop sending to a Buyer when they unsubscribe, however they do not get removed from the unreachable group.

If this is a pricing related concern, please contact our Marketing, Loyalty, and Directory team. They will look into this for you. 

Some of your customers who have unsubscribed may have been instant profiles, so there isn't a visible email for you as the seller to remove - therefore the only way to remove these customers from the reachable group would be to delete that customer profile completely, which would in turn lose their connection to previous transaction/activity with the Seller.

Let me know if you have any questions about this! 

[Mick_Indy]

Thank you for the response. But specifically, I was talking about my Square Marketing and my Customer directory; not the general Square marketing. I have sent out a couple of campaigns, and the people who select UNSUBSCRIBE from the campaign are NOT being removed from the REACHABLE group. I have to manually remove them in order to avoid sending them emails from the next campaign. And when I do that, it looks like it is removing them from the Customer list too - so I lost visibility to them.

My suggestion would be to automatically put customers who select UNSUBSCRIBE in a group titled UNSUBSCRIBED and remove them from the REACHABLE group.

Also, it would be great if we could put together our own groups with filters; I was not able to find a way to do that automatically.

[JustinC]

Hi there @Mick_Indy.

As you've noticed, there's not a way to automatically filter out the unsubscribed customers from reachable group but I got word that our Product Team is working to make this possible in the near future, so keep your eyes open!