Unsubscribe Customer from Salesforce and Shopify -SOP

 

Purpose: When a customer no longer wants to receive marketing emails from us or had received an error message while trying to unsubscribe, we may need to remove them manually.

How to remove a customer from receiving Marketing emails from Morphe using Salesforce, and Shopify.

Distribution:

  • CSOPS
  • Escalations Team

Requirements: 

  • Access to Salesforce

https://mc.s10.exacttarget.com/cloud/#app/Email/C12/Default.aspx?entityType=none&entityID=0%23Overview

U/N veronica.favela@morphe.com

P/W October2020!

  • Access to Shopify

 https://morphe-inc.myshopify.com/admin

Time Per Action: 5 Minutes

At the bottom of every email, the customer is given the option to unsubscribe from Morphe if they are no longer interested in receiving emails from Morphe.

If they unsubscribe successfully, the time and date will be logged within Salesforce.

If the customer received an error message when trying to unsubscribe or they did not receive a confirmation they were unsubscribed, we will need to remove the customer manually.

To Unsubscribe a customer, we need to update their subscription status both in Salesforce and in the Customer Profile section of Shopify.

 

1. Open the Shopify Tab corresponding to the Group the customer emailed into.

2. Search the customer’s email under the Customers section in Shopify

 

 

 

3. Look for the Email Marketing section to confirm they are not subscribed.

If they are subscribed, select Edit Status, and remove the option to receive emails and save.

 

 

4. Log in to Salesforce

5. On the top right corner, select FORMA BRANDS to remove the customer from all websites.

image 

 

 

 

6. Locate the Subscribers Tab and select All Subscribers

7. Use the search button to search the customer’s email address.

 

 

8. Enter the customer’s email address and select Find Now. 

-Sometimes when copying and pasting an email there may be a space so make sure when you paste to remove any space before or after the email

 

 

 

 

 

9. Once you locate the email address, select the email, and click on View Properties

10. The next option will show you when the Subscription was created, and it will give you the option to Unsubscribe from All.

11. Select Unsubscribe from All to remove the customer from the mailing list.

12. The customer is now removed from our mailing list and should not receive any further emails after 48 hrs.

Please Note: If you receive the message below that shows “Activate” this means the customer is already unsubscribed. You will see the date and time the customer successfully unsubscribed, selecting “Activate” will subscribe them again.


****If customer has an order history you will need to remove them from TURNTO