Trouble unsubscribing: Difference between revisions

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Occasionally you get a member who is having trouble unsubsribing, by the time they've got round to contacting the mods team they may be quite irate as a result of numerous unsuccessful attempts to unsubscribe. They'll probably be on individual messages and be completly swamped with posts. They almost certianly won't grasp that unsubsribing from a yahoo group is an automated process that doesn't in any way require imput from the moderators.
Occasionally you get a member who is having trouble unsubscribing.  By the time they've got round to contacting the mods team they may be quite irate as a result of numerous unsuccessful attempts to unsubscribe. Be sympathetic.


http://help.yahoo.com/l/us/yahoo/groups/original/members/manage/manage-26.html


==Some reasons a member may be having trouble unsubsribing and some solutions:==
====Some reasons a member may be having trouble unsubscribing (and some solutions)====


arghhhh! I think I need a flow chart here
*They just really can't figure out how to do it


*They just really can't figure out how to do it (yahoo isn't the most intuitive interface)
*They've set up two accounts and have only unsubscribed from one


*They've set up two accounts with the same email address and have only unscribed from one
*They've unsubscribed from offer and wanted posts, but not other notifications


The first thing to do when a member is having trouble unsubscribing is to have a look for them on your membership list. In the above situations, when you do search in members you should see them. In which case you can either remove them yourself or send them [[Unsubscribe|instructions]] on how to do it.  
The first thing to do when a member is having trouble unsubscribing is to have a look for them on your membership list. In the above situations, when you do search in members you should see them. In which case you can either remove them yourself or send them Unsubscribe|instructions on how to do it.  


If they don't appear in your members list, it could be for a number of reasons:
To leave Freegle Direct a member needs to log in, go to Settings, scroll down to the details of the groups they are members of and click the 'Leave' button.  They will be asked to confirm they do want to leave, once confirmed they are gone.


* they've managed to unsubscribe from ''your'' Freegle group but are still subscribed to others
A member can click on emails sent from your group to them, but this will just stop them receiving those particular emails/notifications.  To unsubscribe completely from a group they must log in (to ensure that other people can't accidentally or deliberately unsubscribe them).


* they've subscribed with an email address other than the one they're emailing you with
====Erasing all personal information====
Members are entitled under Data Protection to 'be forgotten'.  If a member wishes this, they need to log into the site and go to https://www.ilovefreegle.org/unsubscribe (They can also access this page by clicking on Terms or Privacy in the bottom left menu options - the link is at the bottom of these pages)


* they are unaware of, or haven't accounted for yahoos delays (It can take up to three days for yahoo group posts to stop arriving but usually its pretty instant)
This gives a member opportunity to unsubscribe from individual communities/groups or to unsubscribe altogether.


* It's a yahoo glitch (these are suprisingly common actually)
====Nothing works?====
Contact the Support Team (support@ilovefreegle.org) to ask if they can find out what the problem is, providing all the details you have got so far. 


So if you can't see them on your members list, first of all ask them if they are emailing you from the email account that gets the freegle posts, and then ask them to forward you one of the posts. this will enable you to eliminate the first two options.


Unfortunately, Yahoo groups have been known to continue sending members emails well after they've unsubscribed. As a moderator there is one trick that does tend to sort this out, you can 'preban' a member for a period of about 24 hours and then unban again. This usually stops emails.
[[Freegle Direct]]
[[How to pre-ban]]
 
[[Unsubscribe: help a member to leave]]
 
[[category:Freegle Direct]]

Latest revision as of 19:39, 5 December 2019

Occasionally you get a member who is having trouble unsubscribing. By the time they've got round to contacting the mods team they may be quite irate as a result of numerous unsuccessful attempts to unsubscribe. Be sympathetic.


Some reasons a member may be having trouble unsubscribing (and some solutions)

  • They just really can't figure out how to do it
  • They've set up two accounts and have only unsubscribed from one
  • They've unsubscribed from offer and wanted posts, but not other notifications

The first thing to do when a member is having trouble unsubscribing is to have a look for them on your membership list. In the above situations, when you do search in members you should see them. In which case you can either remove them yourself or send them Unsubscribe|instructions on how to do it.

To leave Freegle Direct a member needs to log in, go to Settings, scroll down to the details of the groups they are members of and click the 'Leave' button. They will be asked to confirm they do want to leave, once confirmed they are gone.

A member can click on emails sent from your group to them, but this will just stop them receiving those particular emails/notifications. To unsubscribe completely from a group they must log in (to ensure that other people can't accidentally or deliberately unsubscribe them).

Erasing all personal information

Members are entitled under Data Protection to 'be forgotten'. If a member wishes this, they need to log into the site and go to https://www.ilovefreegle.org/unsubscribe (They can also access this page by clicking on Terms or Privacy in the bottom left menu options - the link is at the bottom of these pages)

This gives a member opportunity to unsubscribe from individual communities/groups or to unsubscribe altogether.


Nothing works?

Contact the Support Team (support@ilovefreegle.org) to ask if they can find out what the problem is, providing all the details you have got so far.


Freegle Direct

Unsubscribe: help a member to leave

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