Setting Up Feedback Loops

Receive complaint notifications from ISPs when recipients mark your email as spam.

Setting Up Feedback Loops

Feedback Loops (FBLs) are a mechanism where ISPs notify you when a recipient marks your email as spam. This lets you suppress those recipients and protect your sender reputation.

How It Works

When a recipient clicks “Report Spam” in their email client, the ISP can send a complaint notification (in ARF format) to the address registered in the feedback loop. Mailnaptic processes the complaints it receives automatically.

Automatic Handling

When a complaint is received:

1. The contact is automatically suppressed with the reason “complaint.”
2. The contact will not receive further marketing emails from your organization, and cannot be resubscribed through the preference page.
3. The complaint counts toward your complaint rate, which is shown in Sending health on the Dashboard.

ISP Programs

On Domains → Sending domains, expand your domain and open the Feedback Loop Enrollment section. It contains an expandable step-by-step enrollment guide for each program, including:

• Gmail Postmaster Tools — Gmail does not offer a traditional FBL, but provides data through Google Postmaster Tools. Gmail uses the Feedback-ID header, which Mailnaptic sets automatically on campaign emails.
• Yahoo Complaint Feedback Loop — Direct complaint reports from Yahoo Mail users.
• Microsoft SNDS / Junk Mail Reporting — Data and complaint reports for Outlook and Hotmail.

Monitoring Complaint Rates

Watch the Complaint rate under Sending health on the Dashboard. If you use Gmail, the Postmaster page (under Domains) shows your Gmail spam rate. As a rule of thumb, keep complaints well below 0.1% of delivered email, and investigate immediately if the rate approaches 0.5%.

Important: A complaint rate above 0.3% can cause major ISPs to throttle or block your emails. Monitor this metric closely, especially after sending to new audiences.