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Email Subscription Issues

Managing email preferences, unsubscribe requests, and marketing communications.

Types of Email Communications​

Can Unsubscribe:

  • Marketing emails — Promotional content, offers
  • Newsletter — General updates, news
  • Commission notifications — Weekly pay run notifications (configurable)

Cannot Unsubscribe:

  • Transactional emails — Order confirmations, receipts
  • Account security — Password resets, security alerts
  • Required notices — Terms changes, regulatory notices

Common Issues​

"I clicked unsubscribe but still receive emails"​

Diagnosis checklist:

  • 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:

  • 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​

  • 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​

  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:

  • 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)