Blocked Domain causing Customer Complaints

[ReachMarketing]

We are a marketing firm providing deployment services as an ESP for our client, a national business trade show and exposition company.  We utilize a dedicated transmission domain with associated IP's bound to it for deployment of customer emails.  Each IP has been SenderScore certified through Return Path.  These emails are specific to shows that recipients are either about to attend or have attended in the past.  It is essential to our client's continued business success that they are able to communicate with their customer base with important show information via email.

I have requested whitelisting through your online service with no success.  This is becoming an increased issue with their attendees utilizing Verizon’s email service.  They are complaining to our customer and are losing  business as a result of these emails not being allowed delivery.

We work diligently with our client currently utilizing dedicated IP's to ensure best practices with respect to their list hygiene and maintenance.  The IP's are used exclusively for this customer to communicate with their customer base of trade show attendees and publication subscribers.  We remove hard bounces and opt-outs in real-time.  Every message sent clearly identifies the source relationship and is CAN-SPAM compliant with respect to physical postal address and functioning opt-out link.

We utilize ReturnPath to monitor our reputation scoring, which all average 90 and above.  Our complaint rates and unknown user levels are very low. 

We completely honor and respect Verizon’s efforts to stem the tide of spam.  However, in this case, we feel that having this domain blacklisted is unwarranted.  We respectfully ask for a review of the details surrounding this request.  Please help us understand if an unknown problem exists so that we may better comply with your acceptable use settings to remove the domain listing from your service.

Thank you.

[LawrenceC · Accepted solution]

Hi ReachMarketing,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.

[Verizon_Support]

We have closed your private support case. Please make a new post anytime you need assistance.

-Jose_VZ

[Verizon_Support]

We have closed  your private support case due to non-response.

Should you need further assistance, feel free to create a new post on the public thread.

Thanks,

Ali Adam