By using AWS re:Post, you agree to the AWS re:Post Terms of Use
AWS re:Postre:Post
About re:Post

What are AWS Trust & Safety's expectations regarding spam complaints?

0

We recently received a spam complaint in regards to one of our users. AWS redacted the complainant's email address, and provided only a Message ID.

Our customers are all small businesses, and the overwhelming majority of small businesses do not have the ability to look up email details based on a Message ID, as this functionality is simply not provided by the ESPs and tools that small businesses use to send emails.

So in short this is essentially an anonymous spam complaint, and neither we nor our customer has the ability to even look in to it. I tried explaining this in my response to AWS Trust & Safety and received the extremely unhelpful reply of "Please continue investigating the issue with the information that has already been provided."

I'm a bit confused. What are we supposed to do in this case and what are AWS's expectations in regards to spam complaints like this when they don't provide the necessary info that small businesses require in order to investigate the issue?

Topics
Security, Identity, & Compliance
Tags
Security, Identity, & Compliance
Language
English
ClickMagick
asked a year ago251 views
1 Answer
0

From your question, I assume you are using SES (Simple Email Service). If this is not correct, please update with additional information regarding the service you are using to send email.

This page should help you understand the process by which email is sent and complaints received:
How email sending works in Amazon SES

Complaint – The email is accepted by the ISP and delivered to the recipient, but the recipient considers the email to be spam and clicks a button such as "Mark as spam" in his or her email client. If SES has a feedback loop set up with the ISP, then a complaint notification is sent to SES, which forwards the complaint notification to the sender. Most ISPs do not provide the email address of the recipient who submitted the complaint, so the complaint notification from SES provides the sender a list of recipients who might have sent the complaint, based on the recipients of the original message and the ISP from which SES received the complaint. The path of a complaint is shown in the following figure.

If you need additional information about the complaint, I would recommend opening a support case.

Hope this helps!

profile pictureAWS
EXPERT
iBehr
answered a year ago
  • ClickMagick
    a year ago

    We didn't send the email. We are a service provider, and the complaint is in regards to an email sent by one of our customers. The email in question contains a link that redirects through our service, which is hosted on AWS. Somehow the complaint reached AWS Trust & Safety, and they have forwarded the complaint to us to investigate. The problem, as I said, is that they only provided the Message ID which is not enough to investigate a spam complaint, so I don't understand what they expect us to do.

You are not logged in. Log in to post an answer.

A good answer clearly answers the question and provides constructive feedback and encourages professional growth in the question asker.

Guidelines for Answering Questions

Relevant content