For a customer to remove themselves from future personalised "trigger" emails this is the process they must follow.
1. Click unsubscribe link in the footer of any of the personalised trigger emails
2a. If not signed in it will ask them to sign in first, then it automatically takes them to the "Personalised emails" page, where they can click the "Remove" button
They must actually click the "remove" button
2b. If already signed in, clicking a unsubscribe link will take them direct to the "Personalised emails" page, where they can click the "Remove" button
Again they must actually click the "remove" button
So in short they must be signed in to their account and then click the remove me button
While some sites may offer a one click unsubscribe ours is a couple of steps, which is also pretty standard.
As a Store Admin the above is really for your knowledge, if a Customer asks to be removed we recommend to remove them manually rather than asking them to go through the above process, and then let them know they are removed via reply email.
To remove a Customer from personalised emails go to their customer record (usually by searching for their surname), then go to the settings tab.
Then look for the Trigger emails drop down, and adjust to "Unsubscribed"
Save the Customer record