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Simply defined, Non-Conformances are direct complaints that we’ve received from a recipient of an email sent from MessageFocus.

Blocked email

Don’t worry though, they’re not as worrying as they first appear. Our Abuse and Account Management teams are on hand to help you deal with them.

Why are they important?

To maintain our sending reputation and high deliverability rates, we investigate all complaints that we receive. Whether this is because someone has had difficulty unsubscribing, or they’ve received an email they don’t think they gave permission to receive, we have standard practices and safeguards in place to ensure such complaints are handled efficiently and considerately. These include:

To satisfy the complaint, we may be in touch to get some further information about how the data was collected and managed. It is nothing to worry about and purely so we can understand how the complaint originated. We’re looking to establish:

Non-Conformance reports may appear more serious than intended. Sometimes they can escalate but more often than not, it’s just about ensuring clear and concise opt-in statements to validate why a contact has been sent a particular campaign. Try including the following in the header or footer of your campaigns:

‘someone@acompany.com’ is receiving this email because they have signed up to receive emails from Another Company.

Once the technicalities behind Non-Conformances reports have been clarified, it’s actually a way of improving your own sending reputation:

Our Account Management and Abuse teams will be available to make sure any Non-Conformances you may receive are as painless as possible. Please contact us here if you have any queries or want to find out how to best manage your data within MessageFocus.

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