What to do when a customer says they aren't receiving marketing emails even after safelisting?

When a customer reports not receiving marketing emails after safelisting, a comprehensive troubleshooting approach is needed. Start with basic checks: ensure the customer checked their spam folder and the email address is correct. Then, investigate server-side acceptance by examining SMTP transaction logs to confirm if the recipient's server accepted the email. If accepted, the issue lies on the recipient's end. Check SMTP error codes for more information. Authentication is key: ensure SPF, DKIM, and DMARC are correctly configured. Also, monitor sender reputation via Google Postmaster Tools, as poor reputation overrides safelisting. Review email content for spam triggers and sending limits (AWS SES). Encourage customers to add the sender to their address book and use alternative email addresses for testing. Examine client-side filters by checking custom rules. Don't forget good list hygiene; remove unengaged subscribers and manage complaint rates. Consider dedicated IP addresses. Also check for rendering issues as it might result in unreadable email.

When a customer reports not receiving marketing emails despite safelisting, a multi-faceted troubleshooting approach is necessary. Initial steps involve verifying basic issues, such as checking spam folders and ensuring the customer's email address is correctly entered in the system. More advanced troubleshooting includes analyzing email server logs to confirm acceptance and checking SMTP replies. Technical aspects like SPF, DKIM, and DMARC configuration and sender reputation (via tools like Google Postmaster Tools) should be verified. Furthermore, the content of the emails should be reviewed to avoid triggering spam filters. Other strategies include using dedicated IP addresses, advising customers to add the sender to their address book, checking email client rules, and testing rendering across devices. Using alternative email addresses can isolate domain-specific issues. Addressing high complaint rates and poor list hygiene can also improve deliverability.

When troubleshooting email delivery issues after a customer has safelisted the sender, experts emphasize the critical role of transaction logs. Examining these logs helps pinpoint where the failure occurs and if the recipient domain accepted the email. If the domain accepts the email, the responsibility shifts to them. However, even with safelisting, high complaint rates can negate its effects, making feedback loop monitoring and prompt complaint resolution essential. Furthermore, maintaining good list hygiene by removing unengaged subscribers remains vital, as poor list quality can negatively impact sender reputation and overall deliverability, even for safelisted recipients.

Even when a customer has safelisted a sender, emails can still be blocked for various reasons. Examining SMTP error codes in bounce-back messages is crucial for diagnosing delivery failures, indicating issues like full mailboxes or non-existent domains. Poor sender reputation, as monitored through tools like Google Postmaster Tools, can also cause filtering despite safelisting. Microsoft's Exchange Online Protection (EOP) may apply restrictive settings that override safelisting. Finally, exceeding sending limits with services like AWS SES can prevent email delivery.