Unsubscribes and complaints
You do not have to do anything. Handling is automatic.
When someone unsubscribes, CartonCrew turns off their consent at your gallery by itself, records how and when, and leaves them out of every future campaign you send. There is no queue to work through, no list to prune, no box to untick, and no unsubscribe page inside CartonCrew to send anyone to.
The three ways it happens, and what each one does
| How | What CartonCrew records |
|---|---|
| They click the unsubscribe link in the email | Marketing and campaign consent off, noted as “Unsubscribed via the unsubscribe link on this organization’s email.” |
| They mark the email as spam | Marketing and campaign consent off, noted as a spam complaint |
| They reply with the word “unsubscribe” | Marketing consent off, noted as an unsubscribe by email |
In all three cases the contact record is updated automatically and the person is excluded from the next send, because every campaign’s audience is recomputed from consent at the moment you send it. If they were on the list from an earlier send, the next send also takes them off your mailing list at the mail provider before it goes out.
The link and the spam button change every record the person has at your gallery: if they are a requester, a volunteer and a customer, all three are updated. Customers (patrons) are included.
Unsubscribing from one gallery never affects another
The same person is often on several galleries’ lists. An unsubscribe, a spam complaint or a hard bounce applies only to the gallery whose email it was about. Someone who unsubscribes from your newsletter keeps getting other galleries’ newsletters until they unsubscribe from those too. It works the other way round as well: another gallery’s unsubscribe never changes your records.
CartonCrew works out which gallery an event belongs to from the email itself (its own record of the campaign that was sent), never from the person’s email address. If it cannot tell which gallery sent the email, it records the event for the support team and changes nobody’s consent anywhere.
The unsubscribe link is not ours
Every campaign carries a one-click unsubscribe link, and the composer says so: “Resend appends a one-click unsubscribe footer automatically.” The preview repeats it: “Every newsletter carries a one-click unsubscribe link — you do not need to add one yourself.”
Do not add your own. And note the consequence: the link points at the mail provider, not at CartonCrew. There is no unsubscribe page in CartonCrew, and no URL of ours to give anyone. If somebody asks to be removed and cannot find the link, use the manual route below.
The one case that is not automatic
An “unsubscribe” reply is only handled automatically when replies route to the Request Manager inbox. That is a choice made in your sender settings. If replies go to a person’s mailbox or to your public contact address instead, a reply saying unsubscribe lands in a human inbox and nothing happens on its own — somebody has to act on it.
See Sender and replies for which route your campaigns use. If replies do not go to Request Manager, treat inbound unsubscribe requests as a manual task.
Removing someone by hand
Open their contact record — requester, volunteer or customer — and turn off marketing consent. That is the same field the automatic paths write, so the effect is identical: they drop out of the next send.
What to tell somebody who asks
“You’re already off the list — that happens automatically the moment you click unsubscribe, and you won’t need to ask twice.”
That is accurate. The only reason to check anything is if they replied to a campaign that does not route to Request Manager.
Which consent an unsubscribe turns off
The unsubscribe link and the spam button turn off both marketing consent and campaign consent at your gallery, because a comms style can require either one and the person asked to stop getting your campaigns. A reply that says unsubscribe turns off marketing consent only. Neither one stops ordinary messages about a request the person made.
Last updated: 2026-10-02 · Applies to: CartonCrew v1.776.2+