One of our panelists called in really angry claiming that he had opted out using the opt out link, but a week later got another one of our emails. I can see that he indeed opted out of the mailing list I sent from. How is he still getting emails?

It may be that they only unsubscribed from the one mailing list and didn't complete the steps to subscribe from *all* mailing lists. When users click on the opt out link the email, they are taken to a success page, but there are additional hyperlinks there that include "Click here to unsubscribe from all mailing lists." The participant would have needed to select that in order to be removed from the panel entirely.

Are you sure they opted out of the specific distribution, and not a different survey distribution? My understanding is you can currently only opt someone out of a specific distribution. (If you send them an NPS survey and they opt out, they will stop getting reminder emails for that distribution. But if you send them another survey type or another NPS survey in several months they will have to opt out again.)

Respondent opted out but is still receiving responses

Respondent opted out but is still receiving responses | Experience Community

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