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I'm concerned about blacklisting of your auto-r...

Added: 11/09/2012   |   Updated: 5 Years Ago

Question   I'm concerned about blacklisting of your auto-responders IP,what are you doing to provent this from happening? How or what is the deliver ability of the emails that are sent out by your auto responder?

Answer    To handle spam we charge email overages and use that to determine a sites usage instead of bandwidth or other methods.

Our email delivery is not perfect. It is typically better than others because we charge for emails,
plus good enough where you can largely develope YOUR OWN reputation with negative impact from us (a more neutral launching pad).
Also, if a bigger issue, we offer dedicated servers with dedicated IPs that we manage 

NOTE: Additional setup fee's will apply.

Then, you can do a wide range of additional things (like purchasing certification, 100% own reputation, etc).

Related Documents

Email Delivery Overview

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Q. What can we do to improve our email delivery rates and prevent getting blacklisted?

  • Establish a good email reputation by not sending out emails that could be considered spam and by not sending emails too frequently.  The more useful an email is, the better.
  • Have your Members follow the whitelist instructions to whitelist your domain name.  Possibly provide a reward for them doing it if possible.
  • Ask your Members to open each email they receive, and not delete without opening, as it is suspected that many ESP's (Email Service Providers) monitor these actions.
  • Do not send emails which only contain images, but no (or very little) text.  This is seen as being a sign of spam by many ESP's.
  • Limit how often OR how many emails your Members can send.
  • Learn more about improving email deliver.

Ask For Clarification

Q. Is it possible to use a third party email delivery service (SMTP) with the system?

A. It's possible to use a separate SMTP server, but the email accounts for members won't work.  This won't prevent anything from function (like notifications), just they will no longer have their own email account.

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Q. Why do I have to pay to have my questions answered?

A. You actually typically don't have to pay for asking questions.  We have a support section in the members area and an FAQ section on the sales site which at both places you can ask questions for free.  You have to first search for the question to see if an answer already exists before you are able to submit the question.

There are times when you would need to pay for the time spent answering a question.  Any question that is related to a support request should be part of the support request it is related to and you would pay for the time spent answering it. For these type of questions you can post the question as a note on the support request.  So for example if you ask the question "How does XXX work?" if XXX is a part of the software you wouldn't be charged for the question and can ask your question through the support section, but if XXX is a customization specifically created for you (something we did as a support request) then the time spent answering it would be charged.

Also, questions that require research on our end within your system to answer is a second type of question that we charge for the time spent.  For example if you ask "How can I know if an email was not delivered because of a system issue or because of an email delivery issue?" then we can answer that question without having to login to your system.  We can tell you which page you can go to where you can find the email and the SMTP response that was given by the receiving Email Service Provider (exa: GMail) server saying that they received it, or if they blocked it.  If no record exists then there is an issue in the system, and if it exists and says "250 2.0.0 Ok: queued as XXXXX" then it was sent from our server and there was a delivery issue after it left our server.  This is an example of a question that is free for us to answer.

In contrast, if you ask the question "Why are my emails not being sent out?" we have no way to know without going into your system, and checking to see if the emails sent statistics indicate that emails are being sent.  And then from there we may have other items to research to come up with an answer.  Because this question is specific to your system and requires research within your system to answer it then you would be charged for time spent answering it.  However, if it turns out after research that the reason emails are not being sent is because of an error in the software, with the server, or some other issue on our end, then you will not be charged for the time spent on the question and any fees you might have paid are refunded.

If you are not sure if your question is one we will charge for or not then you can ask it either way (ask it as a question at one of the 2 pages linked above, or make a support request for the question).  If you make a support request and it is a question we would answer for free then we will refund the bench fee and not charge for the time spent (so in the end it doesn't cost you anything). If you ask a question where we would charge for the time spent as a question using one of the 2 pages linked above, we will turn it into a support request and you will receive an email asking you to approve the support request before we work on it.  This means that the fastest way to ask a question is to submit it as a support request.  Because, for example, if you ask the question "Why are my emails not being sent out?" we will turn it into a support request, which causes a delay for us to respond to you that it is a support request and for you to approve it.  If you had asked it as a support request we could work on it right away.

So in summary, if you are fine with paying for a question if it is the type of question where you would need to pay OR if you need the fastest response it is best to ask it as a support request.  If you do not want to ask the question if you have to pay to have it answered then ask it as a question.  Most questions asked as support requests have their bench fee refunded, so anything that is critical to your site, we encourage you to not be afraid to ask it that way so we can take care of the issue right away.

Ask For Clarification

Q. What can cause a contact NOT to show that they've opened an email?

A. GMail, Yahoo, and many other ESP's often do not show images in an email unless a person clicks a link saying it's ok to show the images.  If they don't click that link and images are never shown within the email then it will not track the message as being opened.  Also, if the email is not an html email it will not track the message being opened.

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Q. Where can I go to submit support requests for my site?

A. There are 2 places you can go to submit support requests at.

The first is the support page linked below:

The second place place is to go to the page for the specific site and then underneath the "Support Request" there is a tab titled "Add A Support Request" that you can click and then from there you can add a request.

Ask For Clarification

Q. Does the software do pre-recorded phone auto-dialer responder delivery?
Q. With a dedicated IP what can I do to improve email delivery rates?
Q. Where do we go to get support credits.
Q. Do you guys provide ongoing programmer support
Q. Do you offer technical support at a fee if there were bugs or anything?
Q. How good is your email deliverability for hosted system?

Question Keywords: support, blacklist, delivery

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