What leads to automatic unsubsprictions from communication category

[former_member355106]

Hi guys,

we currently launched our first newsletter in the production system. Initially we loaded 39.000 subscriptions for the communication category 1. So far so good. After the newsletter was send out, 200 customer unsubscribed from the newsletter. Morevover we had 1000 Hard Bounces resulting from poor data quality (email adresses that did not exist mostly).

As today I checked the current subscribers and found out that only 37.000 contacts are still subscribed. Does anybody know where the difference is coming from? Does hard bounces lead to unsubscription from a communication category?

Moreover we would like to know where the indicator "Email Complaints" is coming from? Complaints are not integrated with our system. We dont understand the meaing of this KPI.

BR/

[SCHNEIDERT · Accepted solution]

Hi Oliver,

regarding the "Complaints": That means that the mail has been classified as spam. Are you using SAP Digital Interconnect as email service provider? Because I think this is one of the new standard functionalities that came with the 1902 release.

I'm not sure, but as far as I know hard bounces causes mail adresses to be deleted. So an unsubscription would be a logical consequence.

Maybe someone can confirm?

Best Regards

Tobias

[SauMaris]

I have no experience with subscriptions, but considering that hard bounce is invalidating email address in facets and deleting it from the root table, it make sense that also those customers are not considered as "subscribers" anymore.