This page provides detailed information on handling the email spam complaints, ensuring a clean email ecosystem. We guide you on finding contacts who have complained, and outline the process for re-enabling a contact after a spam complaint.
Email Feedback Loop
Email Feedback Loop (FBL) is a mechanism that allows email senders or email service providers to receive feedback from mailbox providers regarding recipients who have marked their emails as spam. It enables the sender to remove those recipients from future mailings. You can read more about this process in this blog post: Understanding Email Spam Complaints and Feedback Loops
How is FBL implemented in the Platform?
You do not need to register for FBL programs of various mailbox providers. The SAP Emarsys Customer Engagement Platform is subscribed on the organizational level, and FBL report processing is integrated into each individual account.
When a mailbox provider sends an FBL report, the recipient's email address is automatically added to the special suppression list of your account. This suppression list ensures that the email address of the person who complained is excluded from all future launches.
Linked sub-accounts, or parent/child accounts share the same complaint suppression list.
Emarsys is subscribed for the following FBL programs
|Microsoft||Liberty Global (Chello, UPC, Unity Media)
|Italia Online (Libero and Virgilio)
Finding contacts who complained
Go to Analytics > Trends page and check Complained box to see an overview of spam complaints over time. This graph provides you with valuable insights into the frequency and trends of spam complaints.
Results summary: Other activities
The Results Summary tab is the first report to be shown for batch and child recurring campaigns.
At Email Analysis you can identify contacts who have complained about a specific campaign.
Contact has previously complained
These screens also contain information about the number of contacts excluded from the campaign due to previous complaints about your emails.
Suppressed contact information
You can find information about suppressed contacts in their individual contact profiles.
This type of notification is displayed when the Block complaints from other accounts on this environment feature in Internal Blocklist menu is deactivated.
If the feature to block complaints from other accounts is activated, the suppression list is shared with all customers on the same production environment, and the following message is displayed.
Re-enabling a contact after spam complaint
If a subscriber requests to be re-added to your mailing list after being suppressed due to a spam complaint about one of your past emails, follow the process outlined below.
Note that you should retain the proof of this re-enabling request from your subscriber. It allows your company to verify that the recipient has agreed to receive emails and ensures legal compliance. It also serves as evidence in case of legal complaints or inquiries from mailbox providers concerning ongoing mailflow after an FBL report.
- Create a support request ticket to initiate the re-enabling process. In this ticket let our team know the email address that should be re-enabled. Also, confirm that you have a proactive request from the owner of the email address and that you will retain this proof of consent.
- After reviewing the information, the Emarsys support team removes the subscriber's email address from your accounts complaint-suppression list. The subscriber will be included in future email launches.
- As the subscriber has previously marked emails as spam, the mailbox provider may initially place the emails in the Spam folder. Encourage the recipient to actively mark the emails as "Not spam" for proper inbox delivery.
If you have any further questions or require additional support regarding our spam complaint processing, please reach out to our support team.