Donor CID 39778356 and ticket [[ https://wikimedia.zendesk.com/agent/tickets/1710153 | #1710153 ]] had their records merged on August 6.
The normal behavior of record merging will move the secondary email into the primary CID and mark it as opt-out in Acoustic, ensuring no further communications are sent to it, even though the secondary email can still be seen in Civi as such.
Even the merge screen explicitly states that one CID will be deleted after the merge. However, in this case, both emails remain active in Acoustic, which is highly concerning and suggests a possible issue in the merge process or the communication between Civi with Acoustic.
Timeline:
July 28: Contribution made
August 5: RML2 sent to primary email
August 6: Merge performed
August 12: RML3 sent to secondary email (which is not showing up in Civi), yet the donor replied to this email
There’s also this [[ https://wikimedia.slack.com/archives/C5MAUGA72/p1753787768207689?thread_ts=1753733566.932409&cid=C5MAUGA72 | Slack thread ]] suggesting a similar issue. Since this involved a two-email merge, we had assumed it was resolved—but clearly, that’s not the case.
The ability to search and save the secondary email shouldn’t have changed the merge results. Can a rule be added to opt out secondary email at Acoustic, should it be broken? This raises serious concerns about data integrity. Could someone please investigate this? Please feel free to add anyone else to the phab if needed. Thank you.