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Marked as spam problem

LaurynasLaurynas
edited January 2021 in Questions

We have a problem with the "marked as spam" tag. We tested this on several emails and the result is the same. When a user marks mail as spam, it is not marked as "marked as spam"in the campaign statistics and in the list. Has anyone else encountered this problem recently?

Comments

  • BenBen

    Hi,

    Test by sending a campaign to Amazon Mailbox Simulator email addresses to test if bounces and complaints (marked as spam) handling between Amazon SES and your Sendy installation are working.

    Create a list with the following 2 emails inside:

        bounce@simulator.amazonses.com 
        complaint@simulator.amazonses.com

    Then create a campaign and send it to the list.

    If they're both marked as 'bounced' and 'marked as spam' respectively, then your bounces and complaints handling between your Sendy and Amazon SES/SNS are working.

    Best regards,
    Ben

  • LaurynasLaurynas

    Hi, Ben.

    After testing, we found out that reports about bounces and spam correctly come from amazon test emails. But if the email was marked as spam on gmail, icloud, or, for example, on our mail server, then it is not displayed in the logs on Amazon or Sendy. We only managed to get correct reports that the email was marked as spam from hotmail. A similar problem has been described here https://forums.aws.amazon.com/thread.jspa?threadID=257487. I will explain what my question is related to. For a very long time our Amazon account didn't exceed the allowed complaint rate, but this week we received more than 90 "marked as spam" reports, which caused our complaint rate to rise and Amazon to launch an investigation, which was the reason for this. So, right now we can't find email addresses (customers) who marked our emails as spam to cancel sending new emails to them. What should we do in this case? I'm sending you a link to our system logs, where you can find information about our testing.

    https://drive.google.com/drive/u/1/folders/1N4p48MaRexikCHlibf-g_OplQ8U_rC8M

  • BenBen
    edited January 2021

    Hi,

    After testing, we found out that reports about bounces and spam correctly come from amazon test emails. But if the email was marked as spam on gmail, icloud, or, for example, on our mail server, then it is not displayed in the logs on Amazon or Sendy.

    Amazon is only able to flag an email as 'Marked as spam' if the ISP provides a standard "Feedback loop". Hotmail is one of them who has a standard feedback loop that allows Amazon to know if someone marked your email as spam. Hence they are able to notify your Sendy installation that someone someone from Hotmail marked your email as spam.

    As per the Amazon support representative's reply in their forum thread, iCloud doesn't have a feedback loop and Gmail has a non-standard one. So you don't have to worry if Gmail or iCloud users who marked your emails as spam don't show up in Sendy, because Amazon doesn't even know who. So they won't suspend you based on those complaints from ISPs who don't provide a feedback loop, or provides one but is atypical.

    but this week we received more than 90 "marked as spam" reports, which caused our complaint rate to rise and Amazon to launch an investigation, which was the reason for this.

    These 90 'marked as spam' reports are recipients on ISPs that have a standard feedback loop. And they take a sample of emails sent over period of time to compute your complaint percentage to see if it is over their threshold before putting your account on probation or suspending your account. It is not based on the "last campaign sent".

    Thanks.

    Best regards,
    Ben

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