Suppressions

The system automatically manages four core lists: Complaint List, Block List, Bounce List, and Unsubscribe List.

Complaint List

Trigger Conditions

• When a recipient marks an email as "spam" in their mail client
• Some mailbox providers (like QQ Mail and Gmail) provide complaints via FBL (Feedback Loop) reports in ARF format

Example Scenarios

Gmail User Example:

• Situation: [email protected] receives your newsletter and clicks "Report spam"
• Action: Address automatically added to Complaint List
• Duration: 180 days validity period

Corporate Email Example:

• Situation: [email protected]'s IT admin reports bulk emails as spam
• Action: FBL report triggers automatic addition to Complaint List
• Result: All future sends to this domain flagged

Handling Mechanism

• Automatic Addition: Reported addresses are automatically added to the Complaint List
• Validity Period: 180 days
• Error Message: Sending to addresses on this list returns "Blacklist:complaint (worker:address in complaint list)"

Real-World Management Example

Scenario: Attempt to send to [email protected] (complained 45 days ago)
Result: Send blocked with error "Blacklist:complaint"
Status: Will remain blocked for 135 more days

Management Best Practices

1. Weekly Review: Filter complaints from last 7 days to identify content/timing issues
2. Segment Analysis: Check if complaints cluster around specific campaigns
3. List Hygiene: Cross-reference with your CRM to update user preferences
4. Manual Deletion: Supported but generally not recommended

Block List

Function

• Manually upload specific email addresses or domains to block
• Sends to blocked addresses return error: "Blacklist: Block：(worker:address in block list)"

Data Structure

Practical Implementation Examples

Individual Address Blocking:

Block: [email protected]
Reason: Prevent sensitive campaign data from reaching competitors
Expiration: Set to 365 days or permanent
Result: All sends automatically blocked

Domain-Level Blocking:

Block: @disposable-email.com
Reason: Block entire temporary email domain  
Result: All sends to *@disposable-email.com automatically blocked
Implementation: Upload single entry "@disposable-email.com"

E-commerce Use Case:

Scenario: E-commerce platform blocking test accounts
Action: Upload CSV with [email protected], [email protected]
Result: Prevents accidental marketing sends to internal test accounts
Management: Set 30-day expiration, renew as needed

Use Cases

• Proactively block invalid or high-risk addresses
• Implement custom sending policies
• Prevent sends to competitors or test accounts
• Block temporary/disposable email domains

Bounce List

Trigger Mechanism

• Recipient address does not exist (mailbox provider returns "address does not exist")
• System automatically blocks subsequent sends
• Error returned: "Blacklist: Bounce(worker:address in bounce list)"

Bounce Scenarios

Immediate Hard Bounce Example:

Send to: [email protected]
Provider Response: "550 5.1.1 User unknown"
System Action: Address immediately added to Bounce List
Next Attempt: Blocked with "Blacklist: Bounce" error
Cost: No charge for blocked attempts

Gradual Retry Example (Non-Tencent):

Address: [email protected]
1st bounce: Wait 1 hour before retry
2nd bounce: Wait 4 hours  
3rd bounce: Wait 8 hours
4th bounce: Wait 1 day
5th bounce: Wait 2 days (continues doubling)

Expiration Policies

n = Number of times a "non-existent address" bounce is received

Management Example

Query: Check bounce status for [email protected]
Result: "Bounced 3 times, blocked for 8 more hours"
Recommended Action: 
1. Verify address with customer via alternative method
2. Consider manual override if confirmed valid
3. Update customer record with correct address

Key Benefits

• Cost Savings: Emails failing due to "Blacklist: Bounce" are not charged
• Reputation Protection: Automatically filters invalid addresses
• Smart Retry: Exponential backoff prevents hammering invalid addresses
• Manual Override: Supports querying and setting specific addresses to not be blocked

Unsubscribe List

Function

• Records time and reason when users unsubscribe
• Subsequent sends return error: "unsubscribe"
• Maintains compliance with email regulations

Unsubscribe Scenarios

Standard Newsletter Unsubscribe:

User: [email protected]
Action: Clicks unsubscribe link in email footer
Reason Selected: "I don't want to receive such mail anymore"
System Response: Added to Unsubscribe List with timestamp
Future Sends: Automatically blocked

Spam Report Unsubscribe:

User: [email protected]  
Action: Marks email as spam AND unsubscribes
Reason: "This is spam"
Impact: Higher priority flag for content review
Recommended Response: Immediate campaign analysis

Unsubscribe Reason Categories

Analysis Example

Weekly Unsubscribe Report:
- "Don't want mail": 85% (normal unsubscribes)
- "Not my subscription": 10% (investigate list sources)
- "This is spam": 4% (review content quality)  
- "Fraudulent": 1% (immediate investigation needed)

Action Items:
1. Review list acquisition methods for "not my subscription"
2. A/B test subject lines to reduce "spam" flags
3. Investigate any "fraudulent" reports immediately

Best Practices

Daily Monitoring Dashboard

Daily Suppression Report Example:
┌─────────────────────────────────────┐
│ New Complaints: 12 (0.08% of sends) │
│ New Bounces: 45 (0.3% of sends)     │
│ New Unsubscribes: 28 (0.19% sends)  │
│ Blocked Attempts: 156 emails        │
│ Cost Savings: $15.60                │
└─────────────────────────────────────┘

Monthly Optimization Process

1. Data Export: Download all suppression lists
2. Database Cleanup: Remove bounced addresses from main database
3. Complaint Analysis: Review complaint reasons and timing
4. Content Optimization: Adjust campaigns based on suppression patterns
5. Re-engagement Strategy: Plan win-back campaigns for unsubscribed users

Weekly Hygiene Workflow

Monday: Download weekend suppressions
Tuesday: Cross-reference with CRM data
Wednesday: Update customer preferences  
Thursday: Document patterns for optimization
Friday: Set calendar reminders for review dates

User Management Guide

Data Querying Examples

Find Recent Complaints:

Filter Settings:
- List Type: Complaint
- Date Range: Last 30 days
- Sort: Most recent first

Use Case: Identify recent content issues
Expected Results: List of complained addresses with timestamps

Check Specific Customer Status:

Search Query: "[email protected]"
Results Display:
- Current Status: Bounced/Complained/Unsubscribed/Blocked
- Reason: Specific trigger reason
- Date Added: When suppression occurred
- Expiration: When block will lift (if applicable)

Export and Analysis Use Cases

Marketing Analysis Exports:

• Complaint Data: Export to identify problematic subject lines and content
• Bounce Data: Export to clean master email database and improve list quality
• Unsubscribe Reasons: Export to improve email content strategy and timing

Compliance Reporting:

• Generate monthly suppression reports for stakeholders
• Track suppression trends for deliverability optimization
• Document suppression management for audit purposes

Manual Management Guidelines

When to Delete Entries:

• Complaints: Generally avoid manual deletion
• Bounces: Consider deletion only after address verification
• Blocks: Regular review and cleanup of expired blocks
• Unsubscribes: Respect user choice, avoid deletion

Setting Custom Expiration:

Example: VIP Customer Recovery
Scenario: Important client's email bounced due to temporary server issue
Action: Override bounce block after confirming resolution
Process: Manual deletion from bounce list + verification
Follow-up: Monitor delivery success for next few sends