Some examples of instances when a duplicate message can be received are as follows:
- The same email has been registered by multiple people in the household, resulting in multiple constituent records (each with a unique constituent ID) using the same email address.
- Duplicate records exist for the same constituent and their email is logged multiple times. You can run the Duplicate Finder Task to identify duplicate constituent records.
- A donation is made on someone's behalf. This is especially prevalent with TeamRaiser and Personal Fundraising, where a constituent might be soliciting donations from others. Often donors will use the participant's email address instead of their own, creating a second record for the participant's email address. In this case, opt the extra records out of email, which will allow the constituent to still receive autoresponders but they won't get multiple copies of normal emails.
- If none of the above apply, and you cannot find another record with the same email address, it is likely that the donor has email forwarding setup and is also registered with another email address. To the constituent it may seem like they are getting multiple copies, but in actuality some of them are forwarded. A few ways you can attempt to verify this hypothesis:
- Search Constituent 360 for other records with a similar name but different email address
- Examine the emails themselves and any personalization. Often times the email itself will contain the name of the constituent, the email address that is being targeted, etc.
- If you have your unsubscribe link set to go to a form (as opposed to being unsubscribed immediately by clicking the link), click on the unsubscribe links in each email. They will take you to a customized page that should verify the email address associated with the constituent record the email was sent to.