---
title: Handle an unsubscribe request
description: "How to handle an unsubscribe request from a customer: suppress marketing emails, keep order and access records, and check connected tools stay in sync."
lead:
  - When someone asks to unsubscribe, stop their marketing right away, keep their orders and product access, and check that every campaign and connected email tool honors the change.
tags:
  - customers
  - digital-products
source: docs/tapmy-wiki/pages/handle-an-unsubscribe-request--563cf306.md
---

## What exactly are they asking for? {#before-you-start}

Note the email address, the channel, the sender or Site, and the scope. Some people want all marketing to stop. Others only want to drop one type. Do the minimum identity check. If the request came from the address itself, you should not demand a login or documents.

Marketing and service messages are different. Receipts, access notices, booking changes, security alerts and direct support replies may still be needed. They must not carry promotions.

## How do I process it? {#process-the-request}

1. Find the customer in the right Site and check for duplicates or other addresses.
2. Use the unsubscribe, suppression or consent control.
3. If they say "stop all marketing," take that at its widest reasonable meaning.
4. Check active campaigns, automations, exports and connected email tools.
5. Add the address to any suppression list you need, without copying it into extra files.
6. Send a short, non-promotional confirmation of what changed and when, if appropriate.
7. Keep a record of the request and what you did, under your retention policy.
8. Watch for more marketing and investigate if another email goes out.

Do not just delete the customer. Deleting can erase the evidence you need to keep suppressing, and it can affect orders, access, accounting and support. And do not re-subscribe someone after a later purchase unless they make a new, valid choice.

## What about duplicates and other tools? {#reconcile-duplicates-and-external-systems}

If the person has several records, suppress each one after you confirm they belong to the same person. If an outside email platform is connected, update it and check that the change synced. When systems disagree, suppress first and sort it out after.

Look at scheduled or queued campaigns. A message may have been handed off before the preference changed. Note the timing and stop future sends. Do not promise instant removal everywhere unless the integration confirms it.

## What good looks like {#what-success-looks-like}

- The address no longer gets the marketing it asked to stop.
- Orders, access and support records are intact.
- Tapmy and connected tools show the same suppression.
- The request and your action are recorded without excess personal data.
- The person did not have to buy, log in or share payment details to opt out.

## If marketing keeps arriving {#troubleshooting-and-limits}

Find the sender, Site, campaign, address variation and send time. Check duplicates, manual exports, old uploaded lists, automation queues and integrations. Pause the affected campaign while you dig.

If you disagree with a request, follow the recipient's stated wish and the rules that apply. Marketing and Funnels are Max-only features, but unsubscribe obligations apply on every plan and with any sending method.

## Next steps {#next-steps}

Read **Collect and manage marketing consent** and **Search and filter customers**. If a product defect re-subscribes a suppressed address or ignores a saved preference, [contact Tapmy Support](/help/tapmy-support) with redacted screenshots, timestamps and the campaign or integration involved.