Manage Email Unsubscribes

Remove a customer's email address from Campaigns as requested to keep your lists healthy.

There may be an occasion where a customer will ask that you remove them from your email list. Keeping a healthy list full of customers that want to receive, open, and click your emails is a good thing!

Keep in mind, users will not be able to unsubscribe from emails triggered by transactions, only marketing tracks.

Unsubscribe Reasons

Below are the various ways a customer's email address can be removed from the retailer's RTK list. One of these will appear next to each unsubscribed email address.

  • Admin Manual Unsubscribe: An RTK user manually unsubscribed this email address
  • MailChimp Unsubscribe: Customer unsubscribed in the retailer's MailChimp account and the MailChimp sync pulled the address into RTK
  • Unsubscribe in POS: The customer record has designated that consent has not been given to email this customer
  • Bounced Address: Email address was returned as undeliverable
  • SPAM Report: Customer has marked an email from the retailer as SPAM, and their address was automatically unsubscribed
  • Admin Upload: An RTK user manually unsubscribed this email address as part of a bulk upload
  • User Unsubscribe: The customer clicked the unsubscribe link in the footer of the retailer's email

Unsubscribe a Single Email Address

If the customer for some reason can't unsubscribe themselves, here's how to do it for them inside of Retail Toolkit.

  • In the app, navigate to: Customers > Settings > Unsubscribes
  • At the top of the page, click the "Unsubscribe new email address" button
  • Enter the customer's email address
  • Select the mailing group or groups from which you're unsubscribing them
  • Click "Save"

Unsubscribe Email Addresses in Bulk

If transitioning from one email marketing provider to Retail Toolkit, you will want to upload your current unsubscribe list to comply with FCC guidelines.

  • Download a CSV file of unsubscribes from previous email service.
  • Navigate to: Customers > Settings > Unsubscribes
  • Click "Upload CSV"
  • Select a mailing group to unsubscribe your list from, or choose "All" to unsubscribe from everything
  • Click "Select File" and choose your Unsubscribe file downloaded from your previous service
  • Click "Upload"

Download Your RTK Unsubscribes List

  • Navigate to: Customers > Settings > Unsubscribes
  • Click the "Download CSV" button

Update an Unsubscribed Email Address

In your Unsubscribes List, you will see how each email address was unsubscribed and the possible reason given.

To change an unsubscribed email address, click the Edit button that corresponds with their record, make the appropriate changes, and click Save.

Ensure Customers are Subscribed in Lightspeed

Make sure your customers can receive the emails you've created for them.

  • During checkout in Lightspeed, pull up the customer record, or create a new one, and click "Edit".
  • Check the consent boxes for "Yes I have consent..." and "Email" and click "Save". Once done, the customer will be added to your subscriber list in RTK and will receive emails from you.
  • If these are not checked, none of the emails that you have set to send in Retail Toolkit will go to them because the app has been notified by Lightspeed that you have not gotten consent to email them. They will appear in your Unsubscribes list with the reason "Unsubscribe in POS".