Complaints

When a recipient marks your message as spam and the provider sends us the complaint feedback, we automatically add that address to your unsubscribe list. This will show with the reason as Complaint. 

JangoMail has feedback loops in place with all major providers. 

Whether sending transactional or broadcast email, complaints are displayed in the Reports dashboard in the user interface. For transactional messages, complaints are reported by each transactional group; for broadcast messages, complaints are reported on a campaign by campaign basis. 

Feedback Loop Providers

Here's a listing of providers for which we have automated feedback loops (the list is subject to change). If you have any specific questions, please contact support. If you are sending to Yahoo.com (and all of its variants, including AOL), there is an extra step required for you to help set up the FBL. Click here for instructions on how to set up the Yahoo Feedback Loop. 

Complaint Escalation

Complaints damage your sender reputation and impact your delivery, so it's important to pay attention and do what you can to minimize them.

JangoMail considers an acceptable complaint rate is 1 per 10,000 messages - which is .01%. Your account's complaint rate can be viewed by going to Reports > Toolbar > Unsubscribes > filter your account's list of unsubscribes by Reason > Complaint.

Higher complaint rates can cause damage to your sending reputation and result in recipient domains blocking your emails. 

Ensure that your recipients are strictly opt-in users who have requested your email. 

Abuse Complaints

It's important to note that Complaints are different from Abuse Complaints that are submitted by the recipient directly to JangoMail. If one of your recipients writes to us complaining about a message you sent to that person, this type of abuse complaint will be managed by the Delivery Team. Our team will reach out to you to address the issue.