Customer has stated they are not marking as spam

Need help? Please give a detailed explanation of your problem.
Post Reply
Sshoulak3438
Posts: 1
meble kuchenne Mikołów Knurów Czechowice-Dziedzice
Joined: Wed Sep 21, 2022 1:15 pm

Customer has stated they are not marking as spam

Post by Sshoulak3438 »

It seems that some of our members have email addresses that are "submitting spam complaints" but the individuals are not manually doing it themselves... we've asked them and they said they are not flagging it as spam.
User avatar
Dave
Support Team
Support Team
Posts: 1221
Joined: Wed May 11, 2011 10:30 am
Website: www.allprowebtools.com
Contact:

Re: Customer has stated they are not marking as spam

Post by Dave »

You have provided this customer as an example of this issue: https://c3438.allprowebtools-s1.com/con ... hp?id=1398

This customer is currently "unsubscribed" and does not receive marketing and announcement related emails.
This customer has been receiving a copy of their invoice (via email) every time that they make a purchase from your website. AllProWebTools will still send an email invoice to someone who is "unsubscribed" for the customer's records and to confirm that a charge and order have been made.

The history (as shown in the workflow timeline) of this customer shows that a spam complaint is being made after every invoice is emailed to this customer.

We have resolved this issue for you as follows:

1 - We have turned off invoicing emails for this customer only.
2 - Your SMTP sending reputation has been restored and you can continue to send emails from your AllProWebTools account.

It is possible that this customer has configured their email account in one of many different possible ways that is resulting in this issue. We can not guess at the many possible reason that may be causing this from your customer's hotmail account. Further assistance with this would require contacting hotmail to investigate the source of the spam complaints and possible email forwarding or misconfiguration on the customer's email account.

AllProWebTools has a responsibility to take spam reports seriously and act to prevent emails from continuing to be sent. You can read more about this here: https://www.allprowebtools.com/EMTC10/
Post Reply