> ## Documentation Index
> Fetch the complete documentation index at: https://help.tiretutor.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Managing opt-outs

> Concrete recipes for handling customer opt-outs, opt-ins, broken emails, and program pauses.

This page contains recipes for common operator tasks. Pick the one that matches what you need to do. If you want to understand *why* the system works this way, see [how it works](/dealers/sms-remarketing/how-it-works). If you want to look up rules and facts, see the [reference](/dealers/sms-remarketing/reference).

## Opt a customer out at your shop

**When:** A customer asks you in person to stop receiving emails from your shop.

<Steps>
  <Step title="Open the customer's POS record">
    Search by name or phone and open their record.
  </Step>

  <Step title="Toggle 'No review requests' on">
    The flag is in the customer's preferences section.
  </Step>

  <Step title="Save the record">
    The change syncs to the SMS Remarketing program within 24 hours.
  </Step>
</Steps>

<Check>
  The customer stops receiving reminders from your shop within 24 hours. They keep receiving reminders from other TireTutor shops they visit.
</Check>

## Opt a customer out from every TireTutor shop

**When:** A customer wants to stop receiving reminders from all TireTutor shops, not just yours.

The customer can do this themselves by clicking the **Unsubscribe** link in the footer of any reminder email. That's the cleanest path.

If they ask you to do it for them, forward their request to TireTutor support and reference the customer's email. Support can apply the global opt-out flag.

<Note>
  Per-shop opt-out is the default because it respects each shop-customer relationship. Global opt-out is the harder version — it ends the customer's relationship with the program across every shop.
</Note>

## Reactivate a customer

**When:** A customer who previously opted out wants to receive reminders again.

<Steps>
  <Step title="Open the customer's POS record">
    Search and open their record.
  </Step>

  <Step title="Toggle 'No review requests' off">
    Remove the opt-out flag.
  </Step>

  <Step title="Save the record">
    The change syncs to the SMS Remarketing program within 24 hours.
  </Step>
</Steps>

The customer becomes eligible again on the next service cycle that matches the [eligibility rules](/dealers/sms-remarketing/reference#eligibility-rules). They won't get a "welcome back" email — just a normal reminder when their next service is due.

If the customer used the email's Unsubscribe link (global opt-out), you can't reactivate them from your POS. They have to resubscribe through TireTutor support.

## Fix a broken customer email

**When:** A customer should be receiving reminders but isn't, and you suspect their email is wrong.

Common signs of a broken email:

* Multiple email addresses crammed into one field (`alice@x.com; bob@x.com`)
* A typo in the address (`alie@gmail.com` instead of `alice@`)
* Missing the `@` symbol
* Trailing or leading whitespace

<Steps>
  <Step title="Open the customer's POS record">
    Search and open their record.
  </Step>

  <Step title="Update the email field">
    Replace the broken value with a single, clean email address.
  </Step>

  <Step title="Save the record">
    The system retries the customer on the next sync.
  </Step>
</Steps>

<Check>
  Within 24 hours, the customer is re-evaluated against the eligibility rules. If they match, they'll receive a reminder on the next eligible service cycle.
</Check>

## Pause SMS Remarketing for your whole shop

**When:** You need to stop all SMS Remarketing emails from your shop temporarily — for example, during a renovation, ownership transition, or staff change.

Contact your TireTutor representative and request a pause. Emails from your shop stop within 24 hours. Your customer records and service history stay intact — nothing is deleted.

When you're ready to resume, contact your representative again. The program picks back up on the next sync and starts identifying eligible customers based on the current state of your POS history.

## Verify a customer's status

**When:** You want to confirm whether a customer is currently eligible to receive reminders.

Your TireTutor contact can look up a customer's eligibility status on request. Ask them to check:

* Does the customer have at least one service record in your POS with a recognized service name? (See [Naming services in your POS](/dealers/sms-remarketing/service-naming). If their service was logged on paper or in a prior system, the program can't see them.)
* Is the customer flagged as "no review requests" in your shop's POS?
* Is the customer's email valid (single address, no typos)?
* Has the customer received a reminder in the last 30 days?
* Has the customer visited your shop in the last 7 days?
* Is one of their services within its eligibility window?

If all of these come back the way you expect and the customer still hasn't received an email, something's wrong and your contact can escalate.

## Where to go next

<Columns cols={2}>
  <Card title="Reference" icon="book" href="/dealers/sms-remarketing/reference">
    Look up eligibility rules, service cadences, and timing facts.
  </Card>

  <Card title="How it works" icon="gear" href="/dealers/sms-remarketing/how-it-works">
    Understand the cadence engine and the design behind the program.
  </Card>
</Columns>