Skip to main content

ListManager - Member Unsubscribed Even Though Member Did Not Send Unsubscribe Request

Aurea Support
  • Updated

Summary

ListManager - Member Unsubscribed Even Though Member Did Not Send Unsubscribe Request

Resolution

Product: ListManager

Discipline: Members

Question: Member Unsubscribed Even Though Member Did Not Send Unsubscribe Request

Common cause, Spam Reports:
When a member chooses "This is Spam", if a feedback loop is set up for that domain an email from the domain automatically replies to the ListManager server.

ListManager then automatically bans that user, in agreement with the feedback loop terms.
Banned users are then automatically unsubscribed.
 
Resolution, Spam Reports:
If the spam report was unintentional, follow the steps below to rectify:
  1. Navigate to "Members : Ban Addresses"
  2. Use the "Find Ban" button to find and delete the ban
  3. Navigate to "Members : View Members"
  4. Use the "Find Members" button to find and edit that member back to normal status
Common cause, Forwarded message:
ListManager can automatically include a dynamic unsubscribe URL in a mailing. This URL will unsubscribe the user.

If this URL is forwarded to another recipient, the new recipient can still click that URL and unsubscribe the member that originally received the mail. Usually this is accidental, as the new recipient believes he/she is unsubscribing from the mailing list themselves.

This can surface as:
  • Forwards, forwarding an email to someone else.
  • Group emails, aliases that send to multiple people on one account. If any one person unsubscribes, it unsubscribes the group email.
  • In discussion forums, when a member replies to a list message that had their unsubscribe information on it, they are sending their unique unsubscribe URL to the entire list.
Note: If the user is a list administrator it won't be subscribed, but would receive the following email:

From: noreply@lyris.com < noreply@lyris.com >
Subject: Unable to unsubscribe you from: XXXX
Message:
You are a list administrator of 'XXXX' and cannot be unsubscribed using this form.

Resolution, Forwarded message:

In this case, it is best to advise users not to forward their unsubscribe information when re-transmitting a message.
 

Related articles