3830801 - Unsubscribe Not Respected in Recurring Sales Campaigns; Recipients Continue to Receive Emails

• Recipients who clicked the unsubscribe link continue to receive emails from subsequent runs of a recurring sales campaign.
• The unsubscribe response reaches the system and the Unsubscriber Count in the campaign increases.
• No error messages are shown.
• Unsubscribe does not work when using test emails; only campaign-sent emails support unsubscribe processing.

• SAP Cloud for Customer

1. Create a new sales campaign and set it as recurring. Maintain details, email content, and add contacts as targets.
2. Start the campaign and confirm recipients receive the email.
3. From a recipient’s email, select the unsubscribe link and submit the request.
4. In the campaign, verify the Unsubscribe Count has increased and the response is recorded.
5. Wait for the next scheduled run of the recurring campaign (or run it again).
6. Observe that the previously unsubscribed recipient still receives the recurring campaign email.

• The recipient’s Marketing Permissions remain Opt-In and/or the relevant Communication Category remains Subscribed, so the recipient remains eligible for future campaign sends.

• Verify scoping for category-level unsubscribe if required: Business Configuration > Implementation Projects > Edit Project Scope > Sales Campaign > Campaign Management > Marketing Permission Question “Do you want to apply the ‘Unsubscribe’ link in an e-mail campaign at the communication category level?”
• Update the contact’s Marketing Permissions:

1. Open the contact and go to the Marketing Permissions facet.
2. For the Email channel, set overall consent to Opt-Out to block all campaign emails, or
3. Under Communication Categories, set the relevant category to Unsubscribed/No to stop only that category.

• If resubscription is needed later, set the Email channel back to Opt-In or change the specific Communication Category to Subscribed/Yes.
• Run the recurring campaign again and confirm the unsubscribed recipient is excluded.

• Refer to: Create E-Mail Sales Campaigns
• Refer to: Subscription-Enabled Campaigns

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