Summary
Common SendGrid unsubscribe and tracking issues arise from various sources, including historical platform bugs, spam filter interference, incorrect feedback loops, global unsubscribe problems, AMP email complications, user error (spam reports), cross-device incompatibility, link rewriting, and list bombing attempts. Solutions and preventative measures involve using double opt-in, clear unsubscribe links, prompt request handling, dedicated unsubscribe groups, SendGrid API for suppression, list segmentation, verified custom link tracking DNS settings, AMP parameter verification, subscriber education, cross-device testing, preference centers, interpreting webhook data, and implementing List-Unsubscribe headers.
Key findings
- Historical Platform Bugs: SendGrid experienced a bug impacting unsubscribe tracking for custom and branded links in the past.
- Spam Filter Interference: Spam filters can interfere with tracking accuracy by generating false opens/clicks or automatic unsubscriptions.
- Incorrect Feedback Loops: Unsubscribe requests not properly processed lead to continued sends and deliverability issues.
- Global Unsubscribe Issues: Global unsubscribes impact all lists, necessitating segmentation and preference centers.
- AMP Email Tracking Problems: Tracking within dynamic AMP emails is complex, requiring careful parameter verification.
- User Error (Spam Reports): Subscribers marking emails as spam instead of unsubscribing hurts sender reputation.
- Cross-Device Incompatibility: Unsubscribe links must function correctly across all devices and email clients.
- Link Rewriting Issues: Custom link tracking domains require proper configuration and DNS pointing.
- List Bombing Exploits: Malicious actors subscribe victims to many lists, making legitimate unsubscribes difficult.
- One-Click List-Unsubscribe: List-Unsubscribe headers (both mailto: and http:) are key to one-click unsubscribes, which help reduce spam reports.
Key considerations
- Double Opt-In: Employ double opt-in to verify subscriber intent and prevent spam sign-ups.
- Clear Unsubscribe Links: Provide prominent and easily accessible unsubscribe links in all emails.
- Prompt Handling: Immediately process unsubscribe requests and update suppression lists accordingly.
- Dedicated Unsubscribe Groups: Utilize SendGrid's unsubscribe groups to allow preference management by subscribers.
- SendGrid API for Suppression: Automate suppression list updates via the SendGrid API for improved deliverability.
- List Segmentation: Segment lists and implement preference centers to mitigate global unsubscribe issues.
- Verified DNS Settings: Double-check that custom link tracking domains have correct DNS settings pointing to SendGrid.
- AMP Parameter Verification: Ensure tracking parameters are correctly implemented within AMP email code.
- Subscriber Education: Educate subscribers to use the unsubscribe link instead of marking emails as spam.
- Cross-Device Testing: Thoroughly test unsubscribe functionality across all major devices and email clients.
- Webhook Data Interpretation: Utilize SendGrid's event webhook and API, analyzing data about hard bounces and spam reports for list hygiene.
- List-Unsubscribe Header Implementation: Add both 'mailto:' and 'http:' versions to the List-Unsubscribe header to provide easy opt-out for users and help avoid spam complaints.
What email marketers say
9 marketer opinions
Common SendGrid unsubscribe and tracking issues include historical bugs impacting unsubscribe tracking, spam filter interference, click tracking inaccuracies, incorrect feedback loops, problems with global unsubscribes, AMP email tracking challenges, user error (reporting as spam instead of unsubscribing), and cross-device functionality issues. Resolutions involve setting up dedicated unsubscribe groups, leveraging the SendGrid API for suppression list management, segmenting mailing lists, educating subscribers, verifying unsubscribe processes, disabling and re-enabling click tracking, and ensuring proper AMP implementation.
Key opinions
- Unsubscribe Bug: SendGrid had a historical bug that impacted unsubscribe tracking due to issues with custom link tracking and branded links. This caused users to receive emails after unsubscribing.
- Spam Filter Interference: Spam filters can interfere with tracking by triggering opens and clicks, leading to inaccurate data. They can also cause unsubscriptions without user interaction.
- Click Tracking Issues: Click tracking in SendGrid may not always be accurate, sometimes resolved by disabling and re-enabling the feature.
- Feedback Loop Problems: Incorrect unsubscribe feedback loops can lead to deliverability issues due to improper processing of unsubscribe requests.
- Global Unsubscribe Impact: Global unsubscribes can negatively impact multiple campaigns, highlighting the need for list segmentation.
- AMP Tracking Challenges: AMP emails can pose tracking challenges due to their dynamic nature. Proper implementation and tracking parameter management are essential.
- User Error Impact: Users reporting emails as spam instead of unsubscribing can harm sender reputation.
- Device Functionality Issues: Unsubscribe links should be tested across various devices and email clients to ensure proper functionality.
Key considerations
- Dedicated Groups: Set up dedicated unsubscribe groups in SendGrid to allow users to manage their preferences.
- API Usage: Leverage SendGrid's API to automate the process of adding unsubscribed users to a suppression list and integrate this data into a CRM.
- List Segmentation: Segment mailing lists to prevent issues with global unsubscribes and provide users with options for opting out of certain emails.
- User Education: Educate subscribers about the difference between unsubscribing and reporting emails as spam.
- Process Verification: Implement a system to verify that unsubscribe requests are being correctly processed.
- AMP Implementation: Ensure that the AMP part of the email is correctly implemented and tracking parameters are properly passed.
- Cross-Device Testing: Test unsubscribe links across different devices and email clients to ensure they function correctly.
- Preference Centers: Implement a preference center allowing the user to select which emails they want to opt-out of.
Marketer view
Email marketer from Reddit shares that they experienced issues with SendGrid's click tracking not accurately registering clicks. They found that disabling and re-enabling click tracking in their SendGrid settings resolved the problem. They suspect it might be a bug within SendGrid's platform.
5 Nov 2024 - Reddit
Marketer view
Email marketer from MarketingProfs explains that sometimes unsubscribe issues are caused by end-users incorrectly reporting emails as spam instead of unsubscribing. They suggest that marketers educate their subscribers and provide clear unsubscribe instructions to encourage them to use the unsubscribe option rather than marking emails as spam. This helps protect the sender reputation.
11 Dec 2022 - MarketingProfs
What the experts say
2 expert opinions
List bombing, a practice where spammers subscribe victims to numerous lists, can make legitimate unsubscribes difficult. Preventative measures include confirmed opt-in (double opt-in) and requiring proof-of-address or challenge-response systems. Implementing List-Unsubscribe headers and one-click unsubscribe options is crucial for easy unsubscription, reducing spam complaints and requiring prompt actioning of requests.
Key opinions
- List Bombing: List bombing can make unsubscribing difficult by overwhelming inboxes with unwanted subscriptions.
- List-Unsubscribe Header: Implementing a List-Unsubscribe header, including both 'mailto:' and 'http:' options, enables easy one-click unsubscription within email clients.
Key considerations
- Confirmed Opt-In: Use confirmed opt-in (double opt-in) to verify subscriptions and prevent unwanted sign-ups.
- Abuse Prevention: Require proof-of-address or use challenge-response systems to further prevent abuse.
- Prompt Actioning: Honor unsubscribe requests promptly to maintain a positive sender reputation and avoid spam complaints.
Expert view
Expert from SpamResource explains the concept of list bombing, where spammers subscribe victims to many lists, filling their inboxes and making legitimate unsubscribes difficult. They don't directly discuss SendGrid, but they advise using confirmed opt-in (double opt-in) to verify subscriptions and requiring proof-of-address or using challenge-response systems to prevent abuse.
5 Mar 2022 - SpamResource
Expert view
Expert from Word to the Wise discusses the importance of the List-Unsubscribe header and one-click unsubscribe options. This allows recipients to unsubscribe easily from within the email client, helping to avoid spam complaints. They explain the technical aspects of setting up List-Unsubscribe, which typically involves both a 'mailto:' and an 'http:' option, and they emphasize the importance of honoring unsubscribe requests promptly.
29 Apr 2023 - Word to the Wise
What the documentation says
5 technical articles
SendGrid documentation highlights several key aspects of unsubscribe and tracking issues. Best practices for unsubscribes include using double opt-in, clear unsubscribe links, prompt honoring of requests, and managing suppressed addresses. Tracking issues can arise from link rewriting (especially with custom tracking), requiring DNS and whitelabel setting verification. Open tracking discrepancies can be due to image blocking and spam filters; domain authentication can improve deliverability. Proper API usage is essential for unsubscribe handling, with event webhooks providing data for bounce analysis and deliverability improvements.
Key findings
- Unsubscribe Best Practices: Double opt-in, clear unsubscribe links, prompt handling, and suppression list management are critical for handling unsubscribes effectively.
- Link Rewriting Issues: Custom link tracking can lead to issues if DNS settings and whitelabel configurations are not correct.
- Open Tracking Discrepancies: Email clients blocking images and aggressive spam filters can cause open tracking discrepancies. Domain authentication helps improve deliverability.
- API Unsubscribe Handling: Correct API implementation is crucial for managing unsubscribe requests and adding users to suppression lists.
- Event Webhook Insights: Event webhook data provides valuable insights into bounces and other deliverability issues, allowing for targeted improvements.
Key considerations
- Double Opt-In: Implement a double opt-in process to ensure subscribers genuinely want to receive emails.
- DNS Verification: Verify that the custom link tracking domain is properly configured and that DNS settings are correctly pointing to SendGrid.
- Domain Authentication: Ensure the sender's domain is properly authenticated to improve deliverability and reduce the impact of spam filters.
- API Implementation: Follow SendGrid's documentation for proper unsubscribe handling using the API.
- Webhook Setup: Set up the event webhook to receive bounce notifications and analyze bounce reasons for actionable insights.
Technical article
Documentation from SendGrid explains that best practices for handling unsubscribes involve using a double opt-in process to ensure subscribers genuinely want to receive emails. They also recommend providing a clear and easily accessible unsubscribe link in every email, honoring unsubscribe requests promptly, and managing suppressed email addresses effectively to prevent future sends.
12 Mar 2024 - SendGrid
Technical article
Documentation from SendGrid explains that tracking issues can sometimes arise due to link rewriting, particularly when using custom link tracking. They suggest verifying that the custom link tracking domain is properly configured and that the DNS settings are correctly pointing to SendGrid. Additionally, they recommend checking the link whitelabel settings to ensure consistency across all links.
10 Nov 2021 - SendGrid
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