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Troubleshooting 3rd-party Anonymized Contacts
Troubleshooting 3rd-party Anonymized Contacts

Learn how to troubleshoot issues with contacts synced from 3rd-party apps

Ira avatar
Written by Ira
Updated over a week ago

If you use a lot of 3rd-party app integrations, you may encounter challenges when dealing with anonymized email contacts from various sources, including Shopify, Shipstation, Gorgias, etc.

These contacts are automatically created on your E-commerce store's contact list when events like order confirmations or shipping-related updates are passed from channels like Amazon or eBay, which anonymize the contacts. There are also situations when you have an app integrated with Shopify, and Shopify passed these contacts to Omnisend.

Periodically syncing these contacts to Omnisend through E-commerce Platform integration can sometimes result in billing, workflow performance, and deliverability concerns.

This guide aims to provide practical solutions to address these issues and enhance your Omnisend ROI. By following the steps outlined here, you'll be able to optimize your Omnisend experience and overcome any challenges that may arise.

Billing Solution

If you need help with billing for these contacts, please refer to the following steps.

  • Step 1: Create an Audience Segment:

    • Create a new Segment;

    • Define rules for email addresses to identify contacts causing billing issues. You can include specific domains known for anonymizing contacts (e.g.,,,

    • Use the Email address that contains the "domain name" rule and add the contacts from your integration.

  • Step 2: Unsubscribe Contacts:

    • Once a month, prior to the billing cycle restart, unsubscribe all contacts in the segment you identified.

    • For this, open the segment → check the Name box → select all contacts in the segment → Actions → Unsubscribe.

    • This ensures that new contacts from anonymized sources are added to the segment and prevents billing issues.

Improving Statistics

If you experience any workflow or campaign performance issues, we recommend excluding these contacts from your communication. For this, follow the steps described below:

  • Solution 1: Automations:

    • Exclude the Segment you created in Step 1 from any automated workflows or automation rules.

    • For this open Audience filter in your Automation workflow → add a rule Segment is not a "selected segment."

    • This prevents anonymized contacts from affecting the performance and statistics of your automated campaigns.

  • Solution 2: Campaigns Sending:

    • When sending a campaign to all recipients, exclude the Audience Segment you created in Step 1.

    • For this, proceed to the Recipients step of your Campaign → Exclude segment → select your segment.

    • This ensures that your campaign does not include anonymized contacts, allowing for more accurate statistics.

If you have any questions or concerns, please feel free to contact us at [email protected]. We are here for you 24/7 each day.

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