If your account is ever flagged, one of our Account Review and Delivery or List Review specialists will be able to assist you. On average these calls should take no longer than 15 minutes. Make sure to have the username and contact information on the account handy.
List Review
A List Review is an educational conversation regarding contact collection methods and the history of the list. List Reviews are triggered when passing a certain contact threshold, which is different for all accounts. The goal of the conversation is to protect the account owner's reputation and improve their deliverability.
 | Important: Please note that until the account owner can connect with a list review specialist, their account will be blocked from sending emails. |
During the call, the specialist will cover the following topics:
- Collection Method(s): The goal is to prevent non-permission email addresses from being used.
- Contact List Age: Age of a contact list can significantly affect the performance of an email increasing the chances of going to spam and bouncing.
- Campaigns: You will be required to create a campaign to review. Make sure to consider the content, subject line, and the physical address in the footer.
- Mailing History: Have you emailed these contacts before? If so, were you able to track reports such as bounces and unsubscribes? Were those contacts removed from this list?
- Reporting: The specialist will review reporting to see if your bounce rate is high and talk through spam guidelines.
Account Review
An Account Review is similar to a List Review and the same topics will be discussed. The difference with an Account Review is that the account has been flagged for a compliance related issue. This could be a violation of our terms and conditions, high spam, bounces, servere list import violations, prohibited content, blocklisting complaints, or direct abuse complaints.
Some common reasons for an Account Review include:
- Feedback Loop: This is when a customer reports an email as spam to their ISP and the ISP forwards that complaint to us. These show as spam reports in the account.
- Billing Circumvention: Adding, mailing, and deleting contacts to stay in a lower pricing tier.
- Direct Abuse Complaint: The recipient of a customer’s email contacted Constant Contact directly to report the email as unsolicited.
- Blocklisting Complaints: These complaints typically occur because:
- A recipient of an email reported the email as unsolicited to a third-party blocklisting company (such as SpamCop)
- The email went to an address that was at one time valid but after years of non-use was purchased by a blocklisting company for monitoring purposes.
- The email was sent to an address that was created specifically by the blocklisting company for monitoring purposes (it was never a “real” address)
- Cross-Marketing: Sending a campaign from one company to a group of contacts who signed up for communication from a different company.
- Google Postmaster Complaints: Google Postmaster complaints are very serious and can result in emails from both the customer and Constant Contact being filtered into Gmail’s junk folder OR not being delivered at all. Gmail will typically report accounts that exceed .2% spam, or 2 per every 1,000 Gmail contacts sent.
During the review the specialist will determine whether there will be a required or recommended action to unlock the account. Pending on why the account was flagged, they may:
- Require you to unsubscribe aging or older contacts.
- Segment a list based on collection or age.
- Move implied contacts to unsubscribe.
