Understanding the Issue

When contacts are being suppressed without being explicitly added to a suppression list, it can be due to various platform-level features and settings. We have seen this issue occur when the ‘right to be forgotten’ feature is enabled, allowing contacts to request deletion of their personal data.

The root cause of this issue is often related to the ‘right to be forgotten’ feature, Auto-Suppression List filtering, or double opt-in settings, which can cause contacts to be suppressed without being explicitly added to a suppression list.

Another possible cause is Auto-Suppression List filtering, which can automatically suppress contacts based on certain criteria. Additionally, double opt-in settings can also cause contacts to be suppressed if they have not opted-in to receive emails.

Troubleshooting Steps

To troubleshoot this issue, teams running Journey Builder can follow these steps: check the ErrorCode in the Send Log for the specific send, verify that the contacts are not in a geographic region with stricter email and PII privacy laws, and check for custom preference centers or opt-in settings.

By checking the ErrorCode in the Send Log, teams can determine if the contacts are being suppressed due to a specific error or issue. Verifying the geographic region of the contacts can also help narrow down the issue, as certain regions have stricter email and PII privacy laws.

Fixing the Issue

To fix the issue, teams can take the following steps: disable the ‘right to be forgotten’ feature if it is not necessary, adjust the Auto-Suppression List filtering settings to exclude certain contacts, and verify that double opt-in settings are not causing the issue.

example.txt

/* example code to check for suppression lists */
var suppressionList = ["list1", "list2"];
var contact = "[email protected]";
if (suppressionList.indexOf(contact) !== -1) {
  /* contact is suppressed */
} else {
  /* contact is not suppressed */
}

Heads up: when troubleshooting suppression list issues, it is essential to check all possible causes, including the ‘right to be forgotten’ feature, Auto-Suppression List filtering, and double opt-in settings.

Prevention and Best Practices

To prevent similar issues in the future, teams can follow these best practices: regularly review suppression lists and settings, verify that contacts are not being suppressed unnecessarily, and ensure that all necessary opt-in settings are in place.

Checklist for Preventing Suppression List Issues

• Regularly review suppression lists and settings
• Verify that contacts are not being suppressed unnecessarily
• Ensure that all necessary opt-in settings are in place
• Check for custom preference centers or opt-in settings
• Verify that the ‘right to be forgotten’ feature is not causing issues
• Adjust Auto-Suppression List filtering settings as needed
• Monitor the Send Log for error codes and issues

What is the ‘right to be forgotten’ feature?

The ‘right to be forgotten’ feature allows contacts to request deletion of their personal data.

How do I check for Auto-Suppression List filtering?

You can check for Auto-Suppression List filtering by reviewing your suppression list settings and verifying that the contacts are not being suppressed unnecessarily.

What are double opt-in settings?

Double opt-in settings require contacts to opt-in to receive emails twice, once when they subscribe and again when they confirm their subscription.

How do I troubleshoot suppression list issues?

You can troubleshoot suppression list issues by checking the ErrorCode in the Send Log, verifying that the contacts are not in a geographic region with stricter email and PII privacy laws, and checking for custom preference centers or opt-in settings.

What are some best practices for preventing suppression list issues?

Some best practices for preventing suppression list issues include regularly reviewing suppression lists and settings, verifying that contacts are not being suppressed unnecessarily, and ensuring that all necessary opt-in settings are in place.