Overview 

This article will show you how to view the details regarding suppression compliance complaints. All complaint details are available in your OPTIZMO account.

Complaints

A complaint is raised by an email recipient indicating that they are continuing to receive emails after unsubscribing. Complaints can only be raised after passing through OPTIZMO validation checks.  To learn more about how complaints are submitted, please review this article: Complaint Alert

Here is a quick summary of the required steps for a complaint to be submitted:

1st - the user's email has to currently exist on the Opt-Out List attached to the Campaign/Offer.

2nd - the user's email address has to have been on the Opt-Out List for longer than 10 days.

3rd - the user (email recipient) is given the opportunity to file the complaint and provide the Creative received. 

All of these actions are logged at the time that they occur. These details are now available to you.

Steps

To view the specific complaint details in your account, flow these steps:

1. Select the Suppression Compliance tab on the left side menu. This will bring up any Send Events with compliance issues. Select the event that has received the complaint by clicking on it. You will be taken to the Send Event Details page. 

2. On the Send Event Details page you can view the Complaint Details by selecting the line containing the Recipient whose information you want to view. You can hover over this for a quick view or you can click on it to expand further. 

3. Once the complaint is selected, you will be able to view the Complaint Details.  On this page, you can download, view, or share the Complaint Details.

*Please note - to learn more about what each Complaint Detail is, select the "" icon.

What Should I Do if I Receive a Complaint Alert?

The next step is to notify your mailing partner associated with the Compliant Alert.  You can send the Alert directly to your mailing partner from within SUPPRESS by sending the Send Event that has the complaint.

*Please note - to learn more about Send Events, please review this article: Introduction to Send Events.

If you need assistance with this, please contact us: support@optizmo.com