Learn what happens when a contact unsubscribes from either the general newsletter subscription on your Adobe Commerce (previously Magento 2) site or a campaign sent directly from Dotdigital.
Unsubscribe with Adobe Commerce
There are two possible ways for a contact to become unsubscribed from the general newsletter subscription on your Adobe Commerce site:
The contact unsubscribes themselves
To do this, the contact must log in to their account on your site, go to Newsletter Subscriptions and clear the General Newsletter subscription check box.
You unsubscribe them from the Admin
To do this, log in to your admin and update the contact record to Unsubscribed.
When the next sync happens, typically between 15 and 30 minutes, both these approaches remove the contact from the Subscribers list and updates the their SUBSCRIBER_STATUS data field to Unsubscribed.
Contacts are only removed from the Subscribers list
Unsubscribing contacts in Adobe Commerce only removes the contact from the Subscribers list and doesn't add them to the Dotdigital suppression list.
For this reason, the unsubscribed contact's details could stay in Dotdigital. To avoid accidentally sending to an unsubscribed contact, only send campaigns to Adobe Commerce contacts using the Subscribers list.
Unsubscribe from Dotdigital
There are various ways to unsubscribe or suppress a contact in Dotdigital:
The contact unsubscribes from within a campaign.
The contact's email address has previously hard bounced.
You add the contact's email address manually to the suppression list.
Learn how in Suppressed contacts and domains.
You add the contact's domain manually to the suppression list.
Learn how in Suppressed contacts and domains.
Unsubscribing a contact from Dotdigital will unsubscribe them from Adobe Commerce as part of the contact sync. Learn more about contact suppressions in Understand email contact suppression reasons.
Resubscribing an unsubscribed contact
After a contact is unsubscribed or suppressed within Dotdigital, they can not be imported back automatically. To resubscribe a contact into Dotdigital, you can manually add them in Dotdigital or update their subscription status on your site to Subscribed.
When the next sync happens, typically between 15 and 30 minutes, if the Date removed of the suppressed contact is more recent than the modified_date of the Adobe Commerce subscriber, we don't resubscribe the customer, and we mark the subscriber as Unsubscribed.
If the contact is already Unsubscribed, they are sent a resubscribe email. If the contact is Suppressed by you, we add them back to the account without sending a resubscribe email. After resubscription, contacts are added back to the relevant lists, for example, subscriber, guest, or customer.
If you resubscribe a contact, we send an email to the contact for confirmation.