Email Subscription Issues

Managing email preferences, unsubscribe requests, and marketing communications.

Types of Email Communications

Type	Can Unsubscribe?	Notes
Marketing emails	Yes	Promotional content, offers
Newsletter	Yes	General updates, news
Transactional emails	No	Order confirmations, receipts
Account security	No	Password resets, security alerts
Required notices	No	Terms changes, regulatory notices
Commission notifications	Configurable	Weekly pay run notifications

Common Issues

"I clicked unsubscribe but still receive emails"

Diagnosis checklist:

Check	Action
Email type	Was it a transactional/security email? (Cannot unsubscribe)
Timing	Unsubscribe takes up to 48 hours to process
Multiple lists	May need to unsubscribe from each list separately
Different email	Are they receiving at a different email address?

Resolution:

1. Verify which email type they're receiving
2. If marketing: manually remove from all marketing lists
3. Confirm unsubscribe in system
4. Send confirmation email
5. Monitor for 7 days to ensure resolved

"I never signed up for emails"

Possible causes:

Cause	Resolution
Account creation	All accounts receive transactional emails
Partner signed them up	Check referral chain, remind Partner of spamming rules
Email forwarding	Check if another account forwards to them
Spoofed sender	Verify email actually came from our domain

If Partner signed up without consent:

1. Document the incident
2. Unsubscribe the complainant immediately
3. Issue warning to Partner (spamming violation)
4. Repeat offenses = escalate to CIO

"I want to receive emails again"

Re-subscription process:

1. Member logs into account
2. Navigate to email preferences
3. Select desired email types
4. Confirm via double opt-in email

Support assistance:

1. Verify identity
2. Confirm they want to re-subscribe
3. Update preferences in system
4. Send confirmation email

Managing Preferences

Member Self-Service

Members can manage preferences at:

• Corsair Connect: Profile > Email Preferences
• CSRnow: Account Settings > Notifications

Support-Assisted Updates

Action	Verification Required
Unsubscribe from marketing	Email request sufficient
Change email address	Identity verification required
Resubscribe	Double opt-in confirmation

Spamming Complaints

If member reports receiving spam from Partner

Step	Action
1	Document complaint with email headers/evidence
2	Identify the Partner who sent the communication
3	Review Partner's Terms (Partner) Section 3.3
4	Issue formal warning to Partner
5	Repeat offense = escalate for disciplinary action

Partner spamming policy reminder

Per Terms (Partner) Section 3.3:

"You must use email and communication tools appropriately. The act of sending unsolicited commercial emails or other communication is forbidden, and the Company does not permit the use of spamming."

Email Deliverability Issues

"I'm not receiving any emails"

Troubleshooting:

Check	Resolution
Spam/junk folder	Check spam folder, mark as "not spam"
Email address correct	Verify email in account profile
Domain blocking	Check if corporate email blocks our domain
Full mailbox	Advise to clear mailbox
Typo in email	Correct email address in profile

For persistent issues:

1. Verify email address is correct
2. Request member add our domain to safe sender list
3. Try sending to alternate email
4. If enterprise email, may need IT whitelisting

Adding Safe Senders

Instruct members to add these domains to safe senders:

• @corsairconnect.com
• @csrnow.com

Documentation

For all email preference changes:

• Document the request and date
• Note which preferences changed
• Record verification method
• Confirm change to member

Escalation

Escalate to CIO if:

• Member threatens legal action over emails
• Partner has multiple spamming complaints
• Suspected email list sharing or selling
• Bulk unsubscribe requests (possible data breach indicator)