Mailer Complaints

How complaints are generated

• An email recipient using a web based email program from their provider like aol, hotmail, comcast, and where the user clicks a button that says something like "This is Spam".
• A user calls or emails our complaint department either directly or by contacting one of our upstream Intrnet providers.

What happens when a complaint is received

• Complaints are automatically added to the remove list and flagged as a complaint in reporting

Can I view who complained?

• You can view individuals who complained by going to the Recipients > Advanced Search > Tracking and then select Complaints in the pulldown menu

What if I get too many complaints?

• We monitor the level of complaints in each mailing automatically.  
• If your complaint levels exceed our threshold your mailing may be shut off.

What is an acceptable level of complaints?

• The exact number of complaints to trigger your account to be paused or shut down is dependent on several factors such as the age of your account, the size of your list, and the number of bounces.  In general, a clean opt-in mailing list typically would generate about 1 complaint for every 4,000 emails sent.

How can I reduce my complaints?

• You can never completely stop people from complaining that your mail is spam even if they subscribed.  
• Only email to users who subscribed to your list
• Only send emails that are on-topic to what they subscribed to
• Don't over send to your users.   

What if I have an old list that is not clean?

• If your list is old (not sent to in over six months), then contact us to set up a dedicated smtp server to send with until your list has been cleaned