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#3976 - Unsubscribes causes opt out

Closed Bug? created by JohnK one month ago

Dear SugarChimp,

We recently experienced an issue we'd like your help with.

Repro steps:

  1. A report was made that was missing a key clause. This resulted in a larger number of contacts being added to a target list than there should have been. The report was synced to a target list.
  2. The target list was synced to MailChimp via the SugarChimp plugin.
  3. The error in the report was found and repaired.
  4. A large number of contacts were therefore removed from the target list in SugarCRM.
  5. These unsubscribes were copied to MailChimp as expected. Instead of being recorded as Unsubscribes they really should have been deleted.
  6. UNEXPECTED BEHAVIOUR: their email address was set to Opt Out in SugarCRM.
  7. UNEXPECTED BEHAVIOUR: they were unsubscribed from other target lists in SugarCRM.

Details
1. SugarChimp 8.0.0f
2. SugarCRM 7.9.5
3. PHP 7.1

My questions:

  1. Are you able to reproduce this bug yourselves?
  2. Are you aware of this bug?
  3. Is there a configuration we need to beware of that could cause this?
  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    one month ago

    Hi John,

    Thanks for reaching out. In this case, we would expect contacts to show as unsubscribed in MailChimp, but wouldn't expect them to be marked as opted out in Sugar. It looks like you may be using an older version of SugarChimp. I've tested this scenario on the most recent version and have been able to replicate it there. To move forward, let's start with installing the most recent version (8.2.2) using the instructions below:

    https://fanaticallabs.zendesk.com/hc/en-us/articles/360004608392-Update-to-the-latest-version-of-SugarChimp

    Once installed, can you send me a list at support@sugarchimp.com with the emails of users who were incorrectly unsubscribed? I'll then send along instructions to resubscribe them.

    Thanks,
    Heidi

  2. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    one month ago

    Hi John,

    Just to quickly follow up here as it looks like I mistyped. I wasn't able to replicate this issue on the most recent version. Apologies for the confusion.

    Let me know when you've got the most recent version installed and we'll proceed.

    Heidi

  3. JohnK member avatar

    JohnK

    one month ago

    Thanks for your quick response Heidi,

    Are you aware of any issues resulting from installing 8.2.2 on SugarCRM 7.9.5?

    Also, is there any configuration that could cause this?

  4. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    one month ago

    Hi John,

    Thanks for following up. We haven't been made any aware of any issues with installing 8.2.2 on Sugar 7.9.5.

    There are no configurations or settings that would cause this issue.

    Heidi

  5. JohnK member avatar

    JohnK

    one month ago

    This case shouldn't be closed! We will update our version and let you know if we still encounter it.

  6. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    one month ago

    Hi John,

    Thanks for reaching out. Sorry for the confusion. Looks like this was automatically marked as solved since we hadn't heard back in awhile. Feel free to update the new version and let us know if you encounter further issues.

    Best,
    Heiid

  7. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 weeks ago

    Hi John,

    I just wanted to check in to see if you were able to update to the newest version and if so, if you are still experiencing any issues.

    Thanks!
    Heidi

  8. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    one week ago

    Hi John,

    I just wanted to quickly follow up to see if you were still having trouble with SugarChimp. Feel free to reach back out should you need any further assistance.

    Best,
    Heidi

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