Email Exclusions Not Showing in Sent Transactional Emails

[RGraceMorgan]

Hi all,

We've just discovered a potential issue in Hubspot and I was wondering if anyone had any advice for whether this is normal or how to fix it?

When sending some transactional emails we've needed to exclude a list of customers that we know to be deceased or hard opted-out of comms as a safety net. In the past, this has worked fine but now it seems that Hubspot is not applying these exclusions to the sent transactional emails.

The preview count of recipients, for example, shows 520 customers - but the email has been sent to 526, which seems to include customers from the exclusion list.

Is this normal for transactional emails?

[franksteiner79]

Hi @RGraceMorgan 

Have added that exclusion list to the send? 

Is the list you are sending to an active list? That could be the reason the sender count increased.

Could you share some screenshots of the email details, it's hard to make any sensible suggestions or recommendations to troubleshooting without seeing what has been done.

Thanks 

Frank

[RGraceMorgan]

Hi Frank,

This was a static list that we had uploaded.

Screenshots attached showing:

Final send count:

Pre-Send Numbers:

It seems to be excluding some people, but not the number we would expect.

[franksteiner79 · Accepted solution]

Hi @RGraceMorgan 

I might be missing something. But what exactly makes you think someone on the exclusion list has received that email? 

Your send to list is 259.

It was send to 256, so 3 people less than your "send to" list size.

Have you checked which contacts are both on your "sent to" and "Always exlude" list?

If so what is that count?

Are your concerns coming from the fact that "total recipients" in the screenshot says 250 and 256 ultimately were sent the email?

Frank

[RGraceMorgan]

Hi Frank,

Yes, essentially.

We just want to understand why the email has been delivered to these six contacts who should be excluded.

All transactional emails we have sent this week are also not displaying any included/excluded lists for some reason, whereas older sends from last week (both across marketing and transactional emails) are.

[franksteiner79]

Hi @RGraceMorgan 

I've asked about 3-4 questions, your answer is "yes" to all of them?

Just to recap:

1. Is your concern that total send = 250 in the preview, but actual send = 256?
2. If that is the case, your sent to list contains 259 contacts, have you checked - either by using views or lists or a combination therof - to check if any of the 256 recipients are on your exlusion list?
3. If so, what is the count - 6, none, or any other number?

When you say "All transactional emails we have sent this week are also not displaying any included/excluded lists for some reason" - what does that mean? Screenshots would really help setting the scene and allowing me/us to understand where you are at - figuratively and literally speaking:

1. Where are looking for that information, in the email details?
2. What emails are you looking at?

I am feeling we are not really getting anywhere, so my suggestion would be to get in touch with HubSpot Support - the folks there can access your portal and therefore troubleshoot a lot quicker than volunteers in the community can.

Cheers

Frank