Help CenterHelp Center / Customers · How-to
See which channels a customer agreed to receive offers on, and record an opt-out when they ask.
Offers and reminders are sent only on channels the customer opted in to. Order updates are not affected by consent. The Marketing consent panel on a customer's edit page shows where they stand.
There is a row for each channel: WhatsApp, SMS and Email. A customer with several numbers or addresses has a row for each, shown partly masked.
| Column | Meaning |
|---|---|
| Channel | The channel and the masked contact |
| Status | Opted in, Opted out, Not opted in (box unticked) or Not asked. An opt-in can be limited to "cart reminders only" or cover "all offers" |
| Source | Where the choice was made: Checkout, Account, Import, Shop panel, STOP reply, START reply, Unsubscribe link or Data deleted |
| Since | When, in your shop's time zone |
History below the table unfolds every change with who made it: Shop, Customer or System.
When a customer tells you they do not want offers on a channel:
Select the pencil on the customer's card and scroll to Marketing consent.
Select Record opt-out on the channel's row. The panel asks "Record that this customer does not want … offers?". Confirm.
You see the channel name followed by "marketing opt-out recorded." The row's Source becomes Shop panel. If the customer has no phone or e-mail for that channel, nothing is recorded and you see "This customer has no usable … contact."
The button is not shown on a row that already reads Opted out.
It stops marketing on that channel: offers and reminders. It does not stop order updates, such as confirmations and delivery messages.