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Save Your Team Countless Hours. SugarChimp syncs your lists in both directions so you can work in your preferred app. Segment and group your Mailchimp subscribers based on Sugar data so you can market to the right people at the right time. Compatible with all versions and editions of Sugar and SuiteCRM. Created by Fanatical Labs, 2023 SugarCRM Partner Award Winner.

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#2705 - Resubscribers not updating in CRM

Closed Bug? created by muradmin Verified Purchase 7 years ago

Hello,

I have noted something that I believe may be a bug.

When someone unsubscribes via MailChimp, the record in Sugar is updated as expected. However, if someone resubscribes to MailChimp, using a registration form for example, the Sugar record is not updated. Further, no further data sync occurs between the newly resubscribed person (in MailChimp) and their CRM record. Could this be fixed please?

Thanks.

Tom.

Chad Hutchins Verified Purchase
7 years ago

Hi Tom, thanks for bringing this to our attention. Sorry for the issue.

We'll take some time to look at this and see if we can replicate the issue and provide a fix/workaround.

I'll let you know what we find. Have a great weekend!

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Chad Hutchins Verified Purchase
7 years ago

Hello, I was able to take a look at this. I wasn't able to replicate the issue. Looking at our logic it seems that we handle this specific use case already.

Is it possible that your Sugar instance is not publicly accessible? If this is the case, when someone resubscribes on the MailChimp side, it is unable to notify your Sugar instance that the person resubscribed to your list.

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- muradmin Verified Purchase
  7 years ago
  
  Hi Chad,
  
  Our Sugar instance is behind a firewall, however we've created a work around for the list webhooks that fire. This is working for MailChimp-triggered unsubscribing for instance. Are subscriptions handled the same way?
  
  If another pinhole needs to be created, could you provide details on ports, URLs/IPs, etc?
  
  Thanks.
  
  Tom.
  
  reply
- Chad Hutchins Verified Purchase
  7 years ago
  
  Got it, thanks Tom. I remember your setup now. We may need to take a closer look to see why things are not working here. Your current setup should be handling this scenario.
  
  I'll chat with Jon when he gets in and get back with you soon after. Thanks for you patience.
  
  reply
- muradmin Verified Purchase
  7 years ago
  
  Hi Chad,
  
  I wanted to provide a further update. Over the weekend it appears that although our main Sugar Target List continued to be updated, it did not sync with MailChimp. I have tried re-sync as well as unlinking and relinking the target list to a MailChimp List. Further, I even tried duplicating both lists and syncing. In all cases, the Health Status page shows Sugar leads queued for sync (around 38000). This number slowly decreases as expected. However, no new records are created in MailChimp. In the case of the duplicated list, it is still sitting empty.
  
  Other lists have continued to be updated and sync.
  
  Tom.
  
  reply
Fanatical Labs Provider Affiliate
7 years ago

Hello Tom,

Would it be possible to get on a call to troubleshoot the syncing issues further? You can schedule one here: Schedule a Support Call. We have some ways to look into the batch calls to MailChimp that should help enlighten us to what's going on there. I look forward to hearing back from you.

Thanks, Jon

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Fanatical Labs Provider Affiliate
7 years ago

After getting on a call to look into the issue, we were able to find that the profile update form in MailChimp wasn't resubscribing people. Also, 'via the API' was not checked in MailChimp, so form updates were not getting into Sugar. Whenever the subscribe form was used, Sugar was able to opt people back in as expected. I'm going to close this case out. Let us know if we can help out in the future!

Thanks! Jon

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