An Account unsubscribes from a product so that the Account does not receive any emails related to that product. However, the end user is still capable of sending Approved Email for that product.
The Approved Email functionality in the affected org is configured with a Test Email Address which is not matching the email address of the Account.
This scenario is working as expected with this particular configuration. In the scenario when Approved Email is configured with a Test Email Address, the channel value of the Unsubscribe Multichannel Consent record is also set for that Test Email Address.
Approved Email checks the opt-in for the Account email address during the sending process. This means that in this configuration, there is no matching Unsubscribe Multichannel Consent record. This results in the described outcome, as the Account is ignored.
Do the following:
- Remove the Test Email Address from the Approved Email Settings.
- Clear the Veeva Cache.
- Be sure that the Email Address of the Account matches with the Test Email Address.
CRM Help Documentation: Configurable Unsubscribe
Knowledge Base: How to Clear the Veeva Cache Manually in Veeva CRM?