If a customer decides they no longer wish to receive loyalty program or marketing emails and SMS messages, they can easily opt out. They may do so by clicking the unsubscribe link in any Marsello email to update their preferences or by replying STOP to any SMS.
Providing clear unsubscribe and opt-out options is essential for compliance with anti-spam and SMS regulations, such as the CAN-SPAM Act, GDPR, and TCPA. These laws require businesses to respect consumer preferences and offer easy ways to stop receiving marketing communications. Failure to include opt-out mechanisms can result in legal penalties and erode customer trust. A seamless opt-out process enhances transparency, improves customer experience, and ensures compliance with global marketing regulations.
⚠️ Important: Marsello automatically includes an unsubscribe merge tag in emails and opt-out instructions in SMS messages to ensure recipients can easily unsubscribe if they choose.
How Customers Manage Their Email and/or SMS Opt-In Preferences
From Emails
All emails sent via Marsello include the ability for the customer to opt-out from receiving these emails.
To ensure compliance with email provider requirements (such as Gmail’s one-click unsubscribe rule), Marsello offers two ways for customers to opt out of emails:
One-click unsubscribe (for Gmail and other processors)
Instantly unsubscribes the customer from the specific type of email (transactional or marketing) with a single click.
Unsubscribe link
{{unsubscribe}}merge tagAll emails sent via Marsello include an unsubscribe link in the footer, allowing customers to manage their preferences. Customers can choose to unsubscribe from all or specific options depending on their preferences.
Clicking the unsubscribe link directs customers to their profile page, where they can choose to opt out of:
Loyalty program emails (transactional notifications)
Customers will no longer receive transactional notifications from your business.
In Marsello, they will be unsubscribed from loyalty program emails and will no longer receive them.
2. Email marketing
Customers will no longer receive marketing emails from your business.
In Marsello, their "Accepts Marketing" status is updated to No, and they will no longer receive marketing emails via Marsello.
3. SMS marketing
Customers will no longer receive SMS marketing from your business.
In Marsello, their "Accepts SMS Marketing" status is updated to No, and they will no longer receive marketing SMS via Marsello.
📝 Note: Marsello does not update a customer's unsubscribe or marketing preference status in your POS or eCommerce platform with the exception for Shopify.
Shopify: Marsello updates the customer's profile to "Does not accept marketing," as required by Shopify.
Klaviyo: Marsello only updates "Marsello accepts email marketing" and/or "Marsello accepts SMS marketing" fields based on the customer's opt-out request. This does not affect their overall accepts marketing status in Klaviyo.
From SMS Messages
All SMS messages sent via Marsello automatically include "Reply STOP to opt-out" at the end of the message.
When a customer replies STOP, they opt out of SMS marketing from your business.
In Marsello, their "Accepts Marketing" status is updated to No, and they will no longer receive SMS marketing messages via Marsello.
Managing Preferences via the Customer Portal
In the Customer Portal, customers can manage their transactional and marketing preferences from their profile.
Under the More section, they can access Manage Preferences, where they can toggle their preferences on or off at any time to update their opt-in or opt-out status.
Unsubscribing from loyalty program emails: In Marsello, the customer is unsubscribed from loyalty program emails and will no longer receive them.
Unsubscribing from email marketing: In Marsello, the customer's "Accepts Marketing" status is updated to No, and they will no longer receive marketing emails via Marsello.
Summary of Opt-Out Process
Communication Type | How to Opt Out | Effect in Marsello |
Emails | One-click unsubscribe (Gmail & other processors) | Instantly unsubscribes the customer from that specific type of email (transactional or marketing) |
| Unsubscribe link in email ({{unsubscribe}} merge tag) | Directs customer to their profile page, where they can update preferences for loyalty emails, marketing emails, and SMS |
SMS Messages | Reply STOP | "Accepts Marketing" status updates to No, stopping SMS marketing |
Customer Portal | Toggle preferences under Manage Preferences | Updates opt-in/out preferences for loyalty and marketing emails |
This ensures a smooth and compliant opt-out experience while maintaining customer trust.
FAQs
Q. Can I translate our unsubscribe page?
A. Yes, you can now customize the text on your unsubscribe and confirmation pages. Go to Settings > Compliance > Unsubscribe to update your branding (logo and colors) and personalize the wording in your preferred language.
⚠️ Important: If you choose to edit this page, remember, an unsubscribe page must clearly state what the customer needs to do to opt-out of receiving emails. It should be simple and easy to understand. This clarity is essential for compliance with email laws and regulations, such as the CAN-SPAM Act and GDPR, which mandate that businesses provide a straightforward way for recipients to unsubscribe. Failure to meet these requirements can result in penalties and harm the sender's email reputation.
Please be careful when changing checkbox labels, incorrect labels could confuse users, lead to unintended changes, and potentially violate anti-spam laws. Ensure that the labels are clear, accurate, and convey the following information (in this order):
Unsubscribe from transactional emails
Unsubscribe from promotional/marketing emails
Unsubscribe from promotional/marketing SMS
Click "Update" to save your changes.
⚠️ Important: Updating your unsubscribe content will require your account to go through Marsello's email sending approval process to ensure compliance with email laws and regulations.