Customer Profile Marketing Subscriber Filter Not Working Correctly

[doc_choc]

I have a customer with a customer profile that shows them belonging to the groups Loyalty enrolled, online store and regular.

When I search the customer profiles Marketing subscriber email, they appear in the the results, but their profile shows a marketing email status as unsubscribed.

I’m a little confused as to why they are showing when this filter is selected, as their status is unsubscribed, and even more confused as they were signed up to be added to the marketing email but are showing as unsubscribed.

Anybody have any ideas?

[k_atie]

Hey @doc_choc, thanks for flagging this. That does sound odd alright. 

How did your customer subscribe to your marketing campaigns? Do you know if they explicitly consented to subscibe to your marketing list?  

You can always change the status of your customer's email address if you export your directory as a CSV file and then set the status as Subscribed, Unsubscribed or Unknown. Please be aware that if you are uploading customer information via CSV, it is your sole responsibility to ensure that you have permission from your customers to email them. A record of all consent obtained outside of Square should be kept.

Let me know if you're not able to do the above. I can look into why your customer's information didn't save correctly if they did consent to opt-in. 

[doc_choc]

They were subscribed via the Square Loyalty link, where they enter their mobile number and then additionally they can supply an email address. This one requires the customer to press the little check boxes to confirm opt-in. It’s strange on a couple of counts, why they are no longer subscribed, and if the are not subscribed why is the customer profile filter for marketing subscribe picking them up when the status shows them as unsubscribed. Looks like the programming logic is a little off track.

[k_atie]

Thank you for the extra info, @doc_choc. I'm going to have a quick chat with our teams internally to see if they think this behavior is expected or if it is a bug with the marketing sign-up flow. I'll get back to you as soon as I know more. 

[k_atie]

Hi @doc_choc, thank you for your patience. Do you know if the profile source 'merged' by chance? As in, the profile that signed up merged to another profile? 

[doc_choc]

Yes the merge happened and a telephone number was transferred.

[Breffni]

Thanks @doc_choc - I have followed up with our team so I'll let you know when I have a better understanding here! 

[doc_choc]

Hi @Breffni @k_atie 

I have taken a closer look, the email status shown in the customer directory in the dashboard and it shows the marketing email status as unsubscribed, when I look at the same profile on the POS is shows the status as subscribed. 

if I export the directory from the dashboard the status in the downloaded file shows the status as subscribed.

All very confusing, for some reason it appears that the status when viewed in the dashboard is not showing an accurate representation of that in the downloaded export file or in the POS. I guess what I need to know, will emails still be sent for a status on the download showing subscribed even if the dashboard status for customers shows as unsubscribed.

I have to say the more I delve the more confused and messy it looks, the confused bit refers to me lol. 

Is there any movement on looking at resolving these issues and also is there any sign of text marketing arriving in the UK soon? Concerning to see another year pass, another Christmas season heading our way and no movement to resolve this email sign up challenges, no text marketing and confusion to generate a clean compliant mailing list. It would be great to get this nailed for our most important time of the year so we can use this great functionality to the benefit of our businesses. 😀

[k_atie]

Hey @doc_choc, thank you for the additional details. The discrepancy does sound unusual alright. I did hear back from our team, who have explained that if two profiles are merged, this can affect the subscription status. The new merged profile will need to be resubscribed. 

It is odd that you are being shown different statuses on different devices. Are you able to send a screenshot of the discrepancy at all? Might be worth notifying our team of this, too. 

As for text marketing, we don't have any information on when this feature will be available yet. We'll be sure to announce if this changes anytime soon, though, as I can definitely see why it would help you and your business.