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#4105 - Primary email address becomes secondary marked clean in Mailchimp

In Progress Bug? created by meuhus Verified Purchase 2 years ago

On a contact I opt_out a primary email address. MailChimp marks it as unsubscribed. Then I add an additional email address to a contact and mark it has as the primary (the unsubscribed primary becomes the secondary) this results in a request sent to MailChimp and the unsubscribed email address is marked as "cleaned". I was under the impression that cleaned mean't the email address was invalid. This is not the case in this scenario essentially the email address should remained as unsubscribed. Why is SugarChimp sending a request to MailChimp for the unsubscribed email address? I thought this would work the same way as an invalid email address. For both cases I would not expect to see any request going to MailChimp.

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    Thanks for sending this along. To confirm, it sounds like the following steps occurred:

    1. You marked an email as opted out in Sugar and saved the record (which synced to Mailchimp as unsubscribed)
    2. You then edited the record again, and added another email address and marked it as the primary email.
    3. You noticed the original email within Step 1 was marked as cleaned in Mailchimp.

    I haven't been able to replicate step 3 (wherein an email is marked as cleaned in Mailchimp after a new email is added and marked as primary) so I'm hoping you can provide some clarity. Can you tell me if you then edit the record, such as the name field, and save it, does the new primary email appear within Mailchimp (either updated to the original subscriber or created as a new subscriber?)

    Typically, if you need to change the primary email, you can just update the email within Sugar without marking the initial email as opted out. Can you help me understand the scenario where a record would need to be marked as opted out before a new email is being added?

    Thanks for your help in troubleshooting.

    Best,
    Heidi

    • meuhus member avatar

      meuhus Verified Purchase

      2 years ago

      The steps are correct. I am able to reproduce this on a regular basis. I am happy to walk thru this with you. We do this to maintain the history. The problem is in the definition of Cleaned and Unsubscribed. When I'm looking at my MailChimp subscribers and I see an address marked "cleaned" then that indicates the client email address is invalid. When I see an address marked "unsubscribed" then that means the client no longer wishes to receive my correspondence at the old email address not that the email is bad. Can you explain why if an email address on the Sugar side is marked "invalid" or "unsubscribed" why SugarChimp then sends anything to MailChimp as MailChimp has already sent the message to sugar to mark the email address "invalid" or "unsubscribed". Originally wasn't the only time a request was sent to MailChimp was if an admin action occurred on the sugar side to unsubscribe or invalidate and email address. I seem to recall earlier that was the case.

  2. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    Hi Melody,

    Thanks for this insight. I'd love to walk through this together with you. Can you select a time using the link below?

    https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting

    I look forward to chatting with you!

    Best,
    Heidi

  3. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    Hi Melody,

    Thanks for your patience while I looked further into the issue we chatted about where updating the contact record in a specific scenario was marking an email as cleaned for a lead.

    When opting out or cleaning an email address in Sugar, it will update the email accordingly for all other records that share that email address. However, we certainly wouldn't expect an email to appear as cleaned when the record wasn't marked as Invalid. Thank you again for walking through this process with me so I can do testing on my end. Thanks to our call, I was able to consistently replicate the scenario you encountered and have reported this to our developer so he can check the logic and dive deeper.

    I'm keeping this ticket open so that once I have an update I can follow back up with you. Please let me know if you have any further questions in the meantime!

    Heidi

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