Mailchimp: Email & SMS

Hey there! Our Support team can help with this. Email mc-ecommappsupport@intuit.com and our team can look into this further with you.

Hi there, thank you for your feedback. After extensive testing, we've figured out how this could be happening after finding a bug in Shopify during checkout. We've been in contact with their technical team, and they have acknowledged this is a glitch on their end. They are working hard to deploy a fix for this problem.

Here's why you are having the previous subscribers moved to unsubscribed (or transactional).

1. Let's say jim@gmail.com checks out in your store and opts out of marketing on their first checkout. In Shopify, this customer is NOT subscribed at this point.
2. Later on, you decide to connect ShopSync with an existing Mailchimp Audience.
3. jim@gmail.com IS currently subscribed in Mailchimp in this example - perhaps you gathered their email address previously via another platform or curated them from a pop-up/landing page or social media.
4. With ShopSync now connected, jim@gmail.com comes back to place an order for the second time, and this time they opt-in at checkout.
5. Here's the bug...Shopify doesn't update that customer to be subscribed to marketing on the second order.
6. Because the user is still deemed to be opted out of marketing, Shopify passes this information to Mailchimp as unsubscribed; if they don't complete the checkout, they would be marked as transactional.

The only workaround we can advise is to resubscribe the customer via the Shopify admin manually. This action will POST a customer update to Mailchimp with the correct subscriber status to your Audience.

Thanks again for the feedback, but please understand the unsubscribe behavior is not because of ShopSync specifically. Because of the bug, any app listening to a customer update from Shopify would pass the wrong information at this point on the customer's marketing status.

We don't have visibility into Shopify's product release or bug fix roadmap, but I'm happy to reach back out directly when this issue is patched. In the interim, please let us know if there's anything else we can do to help.

Hi there, I'm sorry if you had trouble getting in touch with our support team in your preferred time frame. We looked up your tickets for frippoutdoors.com and itsa-girl-thing.com, and it looks like we responded to your initial questions in less than 5 hours. As a free service, our best response times can range anywhere from 24 to 72 hours depending on volumes.

Also, we saw your review while we were actively troubleshooting the connection with Mailchimp. As noted in our response back, the frippoutdoors.com store had something under the hood that wasn't configured correctly in Mailchimp. We were able to work with their team and get things resolved for you. itsa-girl-thing.com shows that it is also installed correctly and processing data.

If you have any more questions, don't hesitate to reach back out to our support team.

¡Hola! Envíe un correo electrónico a mc-ecommappsupport@intuit.com y nuestro equipo puede ayudarlo a determinar si hay problemas de compatibilidad.