Easy Unsubscribe in email is creating marketing permission opt out record

[govinda_07]

Hello Experts,

I'm facing an issue when using the easy unsubscribe functionality of Hybris marketing 1709.

As per the document

When an easy opt-out link is clicked, an opt-out of general marketing permission is recorded. When an easy unsubscribe link is clicked, the following is considered:

• If the email is used in a campaign where a subscription-enabled communication category is assigned, the communication category is unsubscribed.
• If the email is used in a campaign where no communication category or a non-subscription communication category is assigned, an opt-out of general marketing permission is recorded

I have done the same, I created a subscription enabled communication category and assigned it in the email which contains a "Easy Unsubscribe" link. And used this in my email campaign execution. My Contact is also subscribed to the communication category I'm using in email.

However when I execute a email campaign and click on the "Unsubscribe" link instead of getting unsubscribed from the communication category, I'm getting "Marketing Opt-Out" record created. I don't understand which part I'm missing here.

Can you please suggest on this.

Thanks,

Govinda

[govinda_07]

Hi Everyone,

SAP suggested the note 2575436 to resolve the issue. Now I'm able to unsubscribe successfully from the newsletter using the communication category in the campaign.

Thanks,

Govinda Parate

[former_member197728]

Hello Govinda,

have you tried setting the communication category on the campaign itself? It seems that you have assigned the communication category to the email, not to the campaign.

Best regards,

Tim

[govinda_07]

Hi Tim,

Thanks for response,

I tried to assign the category to campaign as suggested, but after that it started giving me marketing permission error. Please check the screenshot attached. I have all the permission assigned to my contact which I'm using.

Is there anything I'm missing here.

Regards,

Govinda Parate

[steffens]

Hi Govinda,

The system differentiates between the communication category assigned to the campaign and the communication category assigned to the email. The email's comm. category is only relevant in regards to communication limits. However, the campaign's comm. category is used to check the subscription. Therefore, the easy unsubscribe also only respects the campaign's comm. category.

To fix this, assign the subscription communication category to the campaign instead of to the email.

Kind regards,
Steffen

[govinda_07]

Hi Steffen,

Thanks for response,

I tried to assign the category to campaign as suggested, but after that it started giving me marketing permission error. Please check the screenshot attached. I have all the permission assigned to my contact which I'm using.

Is there anything I'm missing here.

Regards,

Govinda Parate

[Former Member]

Maybe there is a whitelist check active? And the mail is not included?

[govinda_07]

Hi Maik,

I have my email ID maintained in the whitelist. I'm following the same process as earlier. Its just this time I maintained the Campaign category while executing the campaign. I tried with a fresh data also. But the result is same.

Not sure what I'm missing here.

Regards,

Govinda

[steffens]

Hi Govinda,

Thanks for the update.

If the campaign reports a missing permission when using a subscription communication category, that would mean that the contact is not subscribed. However, on your other screenshot it looks like the contact is actually subscribed.

How does the "outbound check failed" interaction of the contact look like? The interaction reason could give a hint.

Kind regards,
Steffen

[govinda_07]

Hi Steffen,

The IA_REASON says PERMISSION_MISSING. Is there any other permission we need to provide apart for Email Opt-In and Subscription Opt-In to use this functionality.

Regards,

Govinda Parate

[steffens]

Hi Govinda,

No, the subscription opt-in should be enough. You don't even need the general email opt-in for a (newer) subscription.
This looks alright, I'm out of ideas, sorry. Now I can only suggest to open an incident.

Kind regards,
Steffen

[govinda_07]

Hi Steffen,

Thanks for you suggestions.
No worries, I will raise the OSS and let you know what solution they provide.

Thanks again.

Regards,

Govinda Parate