Amazon SES - blocked email address + complaint emails to our own company address

Question

I have started receiving 'Email feedback report (Complaint)' for emails I am sending through Amazon SES to one of our company email groups (orders@mycompany.com). This has worked fine for two years up until now. Emails to other addresses on that domain go through fine from SES, its just this address. Emails to the email group from other servers go through fine.

I have checked with GSuite, I have whitelisted the ip addresses in Gsuite and turned off spam filtering for those IP's and that email address. Even Google have had a look at our setup.

Its worth noting, the complaint graph in SES are very low which doesn't represent the amount being sent/received. We are sending around ~600 emails per day, 0.065% complaint rate in last 7 days.

Is there a setting blocklist in SES? I have had a look but cannot find anything. Or a way I can see where the problem is specifically in the process?

Thanks in advance.

Answer

Hi, I understand how frustrating it can be, as I have been in the same situation before. I can offer some suggestions to assist you in troubleshooting and resolving this issue, based on the assistance I received from AWS Support when I encountered a similar problem.

1. Check your sending statistics: In the Amazon SES console, review the sending statistics for bounces, complaints, and rejected messages. This will give you a better understanding of the overall health of your email sending.

2. Verify email addresses and domains: Make sure that the email addresses and domains you're sending to are verified in Amazon SES. If you're using a domain, ensure that you've set up the appropriate DKIM and SPF records for your domain.

3. Review your email content: Make sure your email content is compliant with the AWS Acceptable Use Policy and does not contain any spammy content or links. Also, ensure that the email format, subject line, and body are appropriate and do not trigger spam filters.

4. Check your feedback loop (FBL) setup: Ensure that you've properly set up a feedback loop with Amazon SES to receive bounce and complaint notifications. This will help you understand the reasons for the complaints and take appropriate action.

5. Examine the complaint notifications: Review the complaint notifications you receive through the feedback loop to understand the specific reasons for the complaints. This information can help you identify any issues with your email content or sending practices.

6. Review your sending practices: Ensure that your recipients have explicitly opted-in to receive your emails. Make sure you're following best practices for list management, including promptly removing bounced addresses and processing unsubscribe requests.

7. Monitor your sending reputation: Use tools like Google Postmaster Tools, Microsoft SNDS, and SenderScore to monitor your sending reputation. These tools can provide insights into your email delivery performance and help you identify any issues that may be affecting your reputation.

If you've already checked all of the above and are still experiencing issues with email delivery to the specific email group, you may consider reaching out to AWS Support for further assistance. They can help you investigate the issue more deeply and provide guidance on resolving it.

Amazon SES - blocked email address + complaint emails to our own company address

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