Category: 📲 Account Management  |  Section: Unsubscribe from newsletter/notifications  |  Contact reason: “Unsubscribe from newsletter/notifications”

Summary — read this first

What this article covers: Unsubscribe from newsletter/notifications requests from members. 7 use cases: Subscribed; Unsubscribed; How do I change my preferences?; Is it mandatory to choose shopping preferences?; How can I browse without changing my preferences?; I was previously seeing the Men’s Homepage. Why do I now see the Women’s Homepage?; Why should I provide this information?.

Topics inside: Unsubscribe from newsletter · Shopping preferences.

Pick your use case:

1. Subscribed (Unsubscribe from newsletter) — Inform the client that they are autonomous to unsubscribe from the newsletter
2. Unsubscribed (Unsubscribe from newsletter) — If the customer have unsubscribed but is still receiving emails, it might be transactional communications or New in alerts (sales alerts) from the…
3. How do I change my preferences? (Shopping preferences) — Explain to the customer that they can update their shopping preferences anytime
4. Is it mandatory to choose shopping preferences? (Shopping preferences) — Yes it is
5. How can I browse without changing my preferences? (Shopping preferences) — Explain that to the member that they can always browse categories outside their saved preference
6. I was previously seeing the Men’s Homepage. Why do I now see the Women’s Homepage? (Shopping preferences) — Explain to the member that if they were previously viewing the Men's homepage and are now seeing the Women's homepage instead, this is likely due…
7. Why should I provide this information? (Shopping preferences) — Explain that by sharing their preference, we can customize browsing and communication for greater relevance, helping customers find items…

Search keywords: macro_id:60520042

Unsubscribe from newsletter

Context: Client contact CS because they want to unsubscribe from our newsletter or because they still receive emails even though they have opted out Customers can receive 3 types of emails: • Newsletter • New in alerts (sales) • Transactional communications In most of the cases the user does not make a difference between the newsletter and the New in alerts emails

First steps (all cases)

🎯 Process: please check if user is subscribed or not: Go to C360 > Basic info > Newsletter (subscribed or unsuscribed) Any change done is immediately visible in C360 (make sure to refresh)

1. Subscribed

🎯 Process

1. Please inform the client that they are autonomous to unsubscribe from the newsletter You can send the following macro: Unsubscribe from newsletter/notifications The step-by step for the client is the following:
2. Web: go to My Account > Info > and scroll down until EMAIL NOTIFICATIONS
3. App: go to Me > Email Notifications or Push Notifications > Edit
4. Solve the ticket

2. Unsubscribed

If the customer have unsubscribed but is still receiving emails, it might be transactional communications or New in alerts (sales alerts) from the saved searches

🎯 Process: To check when the user updated their subscription preference you check the action histo: Go to C360 > Basic info > Action HISTO

1. Please check the customer’s saved searches in their FO: Go to My Account → Account settings → Saved searches When there are saved searches with notifications turned on it means that we are sending daily New In emails.
2. Please inform the user that their notifications can be turned off as follows:
3. App: Me → My Alerts → Swipe left on alert to delete.
4. Website: My Account → Account settings → Saved searches and ‘manage’
5. Solve the ticket

Sub-cases

Shopping preferences

Context: Customers contacts regarding their shopping preferences Shopping preferences let us know whether members are most interested in womenswear or menswear. We use this information to personalize the customer experience—like showing them the most relevant homepage, emails, and recommendations. FAQ details here

First steps (all cases)

🎯 Process

1. Set contact reason to “Unsubscribe from newsletter/notifications”
2. It depends on the request:

3. How do I change my preferences?

🎯 Process: please explain to the customer that they can update their shopping preferences anytime.

1. App: Me → Shopping preferences
2. Web: Me Menu (click your avatar on desktop, or the tab on mobile) → Shopping preferences We’ll then update their homepage and tailor communications to match their new choice.

4. Is it mandatory to choose shopping preferences?

🎯 Process: Yes it is. Please explain that we ask all members to select their main preference between womenswear and menswear.

1. Want both? They can still freely browse and shop both womenswear and menswear anytime.
2. Looking for unisex? They will also find unisex pieces across both categories. Don’t want to choose? Their preference is only used to personalize their homepage and communications. It won’t limit your browsing or shopping in any way.

5. How can I browse without changing my preferences?

🎯 Process: please explain that to the member that they can always browse categories outside their saved preference. This won’t update their settings—it’s just like browsing any other category.

1. App: Shop Menu → Women’s homepage or Men’s homepage
2. Web: Navigation → Women’s homepage or Men’s homepage When they return, their chosen preferences (within their account settings) will still apply, unless they decide to update them.

6. I was previously seeing the Men’s Homepage. Why do I now see the Women’s Homepage?

🎯 Process: explain to the member that if they were previously viewing the Men's homepage and are now seeing the Women's homepage instead, this is likely due to using an outdated version of the app that doesn't properly maintain their size and gender preferences. Advise them to update to the latest version of the Vestiaire Collective app to ensure their homepage preferences are displayed correctly. The newest version includes improvements to how user preferences are saved and applied.

7. Why should I provide this information?

🎯 Process: Please explain that by sharing their preference, we can customize browsing and communication for greater relevance, helping customers find items they will love more quickly.