Merged customers defaults to unsubscribe.

[gluutenybakery]

In the Square Marketing platform, when duplicate customer profiles are merged, why does the merge default to unsubscribe? This is a problem.  

We have customers who unsubscribed, then re subscribed creating 2 similar customer profiles.  When merged, the single, merged profile defaults to unsubscribed which was their previous status, not their new, preferred status.  How do I prevent or work around this?

[isabelle]

Hey @gluutenybakery!

Welcome to the Seller Community 💫

I escalated your issue/question to our Directory Team and they aren't sure why that's happening. They should be reaching out to you via email. 
 

Feel free to circle back to this thread with your findings. Thank you! 👩🏼‍💻

[rumi]

Hi Isabelle,

This has happened to hundred of customers for us. I reached out to one customer and asked them to resubscribe from their Square profile, and when they did, they now show up as Subscribed. However, even after waiting 24 hours now, I've done several test emails only to that customer and the email does not get delivered. The re-subscribe didn't actually work. It is listed as sent but not delivered in the campaign dashboard. This customer was previously receiving all emails from us.

Can your team re-subscribe everyone who has been previously unsubscribed, and ensure that they are actually configured to receive emails?

[JustinC]

Hi @rumi. Stepping in for Isabelle here. We aren't able to make actions on your account from the Community. It might be easier to contact our Directory Team so they look at your account specifically. More than likely, they'll create a ticket with Engineering to see what can be done.