Terry Rourke - 2 years ago
Good fix for list email sends and might also answer my question on how to find everyone affected.
To find newly affected, make this useful in nurtures, or as another option:
You could also set up multiple redirects to subtract a different amount of points based on how many links are in the email.
I have the additional issue of having a rule that sets the score to 0 for everyone who opts-out, so I don't know how many points they had without looking at each. I will add not on list "fix-auto-opt-out" to the rule, so it won't continue.
Shannon Downey - 2 years ago
I've had the same issue but we have always used Preference Center as opposed to "unsubscribe" so I'm not seeing a lot of opt outs, just skewing my analytics. I submitted a ticket and this was the response. I have not had a chance to try it yet but if anyone else wants to give it a shot, here goes:
That being said, I've been brainstorming with the team on what criteria could be used to tag the right prospects who have these filters. The best option so far is to include an almost "hidden" link in your emails (one that only a filter/bot would click on, and would not be noticeable to the human eye) and have a completion action for that hidden link to tag a prospect/reduce their score/etc.
Here are the steps I completed to test this method:
1) Within new email, I included this HTML before the end of the body:
<img border="0" alt="Pardot logo" src="https://www.pardot.com/content/themes/pardot/assets/images/pardot-logo.png?width=1&height=1" width="1" height="1">
(you would just replace the links with your own links)
2) Set a completion action in the email for when 'a prospect clicks this email' > checked 'Apply actions only if a specific URL is clicked' > chose the pardot.com URL (or your replaced link) > add tag 'clicked hidden link'
3) Sent email to myself and could not see the link I created (it's essentially just a tiny 1x1 pixel image which is not noticeable to us).
4) Since I knew where to look in the email for the tiny image, I hovered my mouse around the area until it was over the 1x1 image and showed I could click.
5) I clicked the link and the tag was immediately applied to my prospect record.
Of course you could change the completion action to whatever best fits your business needs (reduce score, etc) but just wanted to share this potential workaround!
I hope this sheds some light on the situation but let me know if you have further questions!
Terry Rourke - 2 years ago
Thanks for the information. We have been having this issue as well but have seen it spike in our EMEA emails last week with 635 unsubscribes. I have followed the directions you have listed, but the one-click unsubscribe email header should be removed as a next step by Pardot. At a minimum require a confirmation.
Additionally, with the ability to fix unsubscribes capped at 100 a day, it will take over a week and not allow us to keep up with the issue.
Hopefully addition fixes become availabile soon.
Everyone, Just woondering if anyone has found a way to easily find the affected prospects within all nurtures?
Heather Stables - 2 years ago
Thank you for taking the time to comment here. We know this has become an issue in the email marketing space and we are working on plans to address this better for Pardot users. We are prioritizing this work for the Spring '19 release.
In the meantime, there are three things you can do to help right now:
1. For clicks coming from spam filters - Add the IP range from my previous response to your list of visitor filters (https://help.salesforce.com/articleView?id=pardot_admin_filters_create.htm&type=5.) We've seen a recent spike in activity from the IP listed in that post, so we recommend starting there while monitoring for activity from other IPs.
2. For automated unsubscribes - Use the Email Preference Center to help prevent automated unsubscribes. We realize using the EPC exclusively may not fit every use case, so we will be focused on providing a two-click unsubscribe in the future. A two-click unsubscribe will mean that a click on the unsubscribe link that is not clicked by an email recipient doesn't render the prospect un-mailable.
3. For unsubscribes stemming from automated activity - Admins can opt in to use the new Overwrite Prospect's Opted Out Field and then reset the opt-in status. This new setting can be found on the Salesforce Connector in your Pardot account. Once opted in, Pardot users with the “Toggle Opt-in Status” role permission enabled can manually opt prospects in and expect that status to sync to Salesforce. Do be aware that there are limits to how many prospects you can opt in at once and as always, make sure that you are adhering to permission based marketing policies and laws. Read up on the new opt out sync here: https://help.salesforce.com/articleView?id=pardot_sf_connector_settings_opt_out_field.htm&type=5
Matt Cumello - 2 years ago
We removed the unsubscribe link from our emails, and replaced with the Preference Center link as suggested below, and that seemed to fix the issue for us. The Open / Click stats are definitely off because of this, but at least it helped control false unsubscribes.
Again, there are likely hundreds (if not thousands) of false unsubscribes in our database now from this issue. Hopeful Pardot / SalesForce will roll those back one a solution is found.
Anna Claire Gibson - 2 years ago
We're having this same problem and it's intensified over the past couple of weeks. I'm seeing entire companies click on every link then unsuscribe within the same minute - including emails of people I personally know and emails of people with very high scores who have been consistently engaging over the past six months. I'm incredibly frustrated knowing that I've lost these high score leads to "unsubscribes" when that may or may not be what actually happened. Going to try implementing these fixes but not particularly hopeful considering the unsubscribe tag is included in the email header.
Laura Libby - 2 years ago
Hi there - this problem skyrocketed for our company in the past week. It's messing with our click-through data and reporting. It looks like there are several companies that have bots clicking on all links - including unsubscribe. Pardot & Salesforce, please look into resolving this issue quickly.
Sam White - 2 years ago
It went off the scale with us this week. The last several months there were two company domains clicking the facebook link (which is the first link) on our emails. There are now several major companies clicking all of the links in the email, sending enough traffic to our website to set of DOS alarms. We need good communication with Salesforce on this issue. Thanks.
Dan Lukens - 2 years ago
Has anyone else seen an EXTREME increase in this behavior recently? I sent a campaign out this week and tried to use link clicks as a trigger to create tasks for my sales team and we got over 650 false link clicks on a list around 13,000 contacts.
We're going to have to change our usage of Pardot. Opens were already extremely suspect and now clicks can't be relied upon either. This makes features like the engagement studio much less useful.
Matt Cumello - 2 years ago
Following and wanted to re-iterate the importance of eliminating or circumventing this behavior from spam filters/bots. We have clients who are now complaining that they no longer receive our emails, and in many cases, it is these auto-unsubscribes that is to blame. I realize I'm biased as a marketer, but it should be up to the recipient to determine if they want to unsubscribe from an email list.
Andrew Donnelly - 2 years ago
Regarding your second solution - we setup an Email Preference Center and use that in the body of our emails. It made no difference. We discovered that the one-click unsubscribe link is in all Pardot email headers, and this is still triggered by bots. Every time we send out an email, we instantly get false unsubscribes. There needs to be a better solution than just adding the Email Preference Center to the email body.
Andrew Donnelly - 2 years ago
That's the exact same problem for us. We removed the unsubscribe variable tag from our email signature and replaced it with the email preference center tag. But then discovered that the unsubscribe tag is hidden in every pardot email header. Every time we send out an email we instantly see opt-outs. And when we take a close look we can see that the click has happened upon the email being sent, without any opens and without a visit to the preference center, which concludes that it's a bot click.
Other than contacting every customer and asking them to whitelist us, if anyone has another solution please post it here!
Scott Lukas - 2 years ago
When you mention to "use the filter range 40.107*", is that just an example or specific filter range we should use. We have new leads/contacts added all the time, with different domains, so adding filters for every one doesn't seem like a solution. Also, if it doesn't impact existing contacts, I'm not sure how helpful it would be? Maybe I'm missing something...?
Nathan McClintock - 2 years ago
This behaviour is majorly skewing the results of our engagement programmes. In our market (like many enterprise B2B markets) user engagement behaviour is low-volume / high-engagement. Every click counts. We can no longer rely on Pardot to measure even 'close-to-true' engagement for our campaigns. We need to inspect _every_ prospect's record to determine if their activity is legitimate.
While you are detemning the best long term approach, why not add a feature to manually 'igonre' (flag) a score for each event per prospect so at the very least our numbers are closer to the truth.
With all due respect it is matters like these that majorly impact the value of using Pardot.