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Text Content

Help Center
 * SocketLabs Homepage
 * Contact us


Fundamentals
 * Fundamentals
   * StreamScore
   * Reports
   * Frequently Asked Questions
 * Advanced
   * Security
 * DNS Authentication
   * DKIM
   * SPF and Custom Bounce Domain
 * Deliverability
 * For Developers
 * Integrations
   * Languages and Frameworks
   * Mail Servers
   * Web Clients and Plug-ins
   * Mail Clients
 * Marketing Tools
   * Tips and Tricks
 * Troubleshooting
   * SocketLabs Inbound SMTP Gateway Errors
   * SocketLabs Outbound SMTP Errors
 * Hurricane MTA
   * Advanced Hurricane Usage
   * Upgrading Hurricane
   * Troubleshooting
   * Hurricane Maintenance
   * Getting Started with Hurricane
   * Basic Hurricane Usage



Back to home
 1. Help Center
    
 2. Fundamentals

 * Fundamentals
   
   * StreamScore
   * Reports
   * Frequently Asked Questions
 * Advanced
   
   * Security
 * DNS Authentication
   
   * DKIM
   * SPF and Custom Bounce Domain
 * Deliverability
 * For Developers
 * Integrations
   
   * Languages and Frameworks
   * Mail Servers
   * Web Clients and Plug-ins
   * Mail Clients
 * Marketing Tools
   
   * Tips and Tricks
 * Troubleshooting
   
   * SocketLabs Inbound SMTP Gateway Errors
   * SocketLabs Outbound SMTP Errors
 * Hurricane MTA
   
   * Advanced Hurricane Usage
   * Upgrading Hurricane
   * Troubleshooting
   * Hurricane Maintenance
   * Getting Started with Hurricane
   * Basic Hurricane Usage


SUPPRESSION LIST


THE SUPPRESSION LIST IS A TOOL FOR REPUTATION MANAGEMENT.

Major mailbox providers calculate and maintain reputations for IP addresses and
domains. This reputation is calculated based on numerous factors, including
invalid address delivery attempts and complaints from end-recipients. To protect
your account from potential reputation damage, we maintain a Suppression List
for your account. The Suppression List is a list of addresses you do not want to
send to. Mailing these addresses could hurt your sending reputation and delivery
rates.

SUPPRESSION LIST LOCATION

Your Suppression List is located under the Configuration drop-down in your
control panel.

ADDRESSES ON YOUR SUPPRESSION LIST

 * Hard Bounces: The receiving mail server responded with a permanent error
   response, such as: "550 5.1.1 User unknown In response to the RCPT TO
   command." This is most commonly encountered when attempting to deliver to an
   address that does not exist. The specific date and reason will always be
   listed with the address in your Suppression List page.
 * Unsubscribes: If you are sending messages using our marketing tools, or have
   engagement tracking enabled with the automatic tracking on and tracking
   unsubscribes, then a customer can click on the unsubscribe link appended to
   your message by SocketLabs, indicating they no longer wish to receive content
   from your organization.
 * "This is Spam": The person receiving the message hits the spam/junk button in
   a browser/client that supports feedback loops. These will appear in your list
   as "Complaint" and will also show in your complaints report, if it occurred
   in the last 90 days.
 * Manual Complaints: If an address was added manually, either by a SocketLabs
   admin due to receiving a complaint to our abuse address, or by an
   administrator on your account.

REMOVING AN ADDRESS FROM THE SUPPRESSION LIST

Different colored "Remove" buttons are to the left of each email address in your
Suppression List.

 * Red Remove - Bounces or failures of your message.
   If a user is on your suppression list due to hard failure/permanent error
   such as "550 5.1.1 User unknown In response to the RCPT TO command", the user
   can easily be removed by accessing your suppression list in the Control Panel
   and clicking the red "Remove" button next to the address in the list.

 * Purple Remove - Unsubscribes.
   If the user is on your suppression list because they have clicked the
   unsubscribe link in your messages, you cannot remove the address without
   their confirmation. Clicking the purple "Remove" button next to a unsubscribe
   address will bring up a form to fill out which generates a message to the
   address. This message includes a link they can click to opt back in to
   receiving messages. This form is designed to be used when a user directly
   requests to receive messages again. The form is not intended for sending
   unsolicited opt-in requests. Abuse of this process can result in account
   suspension or cancellation.

 * Yellow Remove - Complaints (marked your mail as "spam" or moved it to "junk")
   If the user is on your suppression list because of a feedback loop or
   complaint, you cannot remove the address without their confirmation. Clicking
   the yellow "Remove" button next to a complaint address will bring up the same
   form that removing an unsubscribe address does. This message includes a link
   they can click to opt back in to receiving messages. Again, this form is
   designed to be used when a user directly requests to receive messages again,
   and is not intended for sending unsolicited opt-in requests. Abuse of this
   process can result in account suspension or cancellation.

Below is a sample message that is sent to the user in the case of removing
unsubscribe and complaint addresses:

> We recently received a request that you would like to receive e-mail messages
> from us again.
> 
> Your email address was put on our do-not-email list because we had received a
> report that a message from us to your address was marked as SPAM. This can
> happen if you accidentally clicked the spam button on one of our messages.
> Follow the instructions below to remove your address from this list. Also keep
> in mind that marking items as SPAM once more will cause your email address to
> be placed back on the do-not-email list.
> 
> For security purposes you need to confirm your desire to receive these
> messages by visiting the following URL:
> 
> http://subscriptions.socketlabs.com/opt-in/XXXXXXXXXXXXX
> 
> Thank you,
> 
> CompanyName
> 
> specified-in-form@example.com
> 
> This service is provided by SocketLabs On-Demand. To report abuse of this
> service, please send an email to abuse@socketlabs.com

TURNING OFF THE SUPPRESSION LIST

This feature can be turned off for customers that implement their own address
suppression systems. To qualify, an account must be in good standing and detail
their self employed logic for address suppression. Contact our support team for
more information.

TEMPORARY FAILURES

Not all mail servers respond with the same error codes, and some may indicate a
temporary error such as "Mailbox Full" with a cryptic or poorly formed error
response message. If this occurs and the user is incorrectly on the suppression
list, please contact our support team. 

 

 
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