Need help with a customer complaint, been tagged a spammer

#1

Hi, one of my customers complained that I’ve been spamming them. How do I prove to him I’m not?

#2

You haven’t provided much information here to enable anyone to respond.

Why does your client think you’re Spamming them? Are you sending unsolicited emails?

#3

Hi, first off, ask your customer for a copy of the spam. Check out the header information and take note of the sender’s domain or email address. Then try doing a reverse WHOIS lookup on the data you got your hands on. You can also perform the lookup by inputting the sender’s name or phone number. Build a report if the tool you’re using allows that sort of thing. If not, you can try a reverse WHOIS search service with fairly high accuracy. It’s free.

The WHOIS report you created should give you basic information on the domain and include information on who owns it, his contact details, etc. Do a quick Google search for the contact person. Does he look like a real person to you (not some made-up profile)? You can usually tell by checking out his social media accounts if they’re publicly viewable. Do the same for the company he works for. Is it a legitimate company? Use a reputable business directory. There are tons online.

You can also try free URL checkers to check if a domain or IP address has been tagged by a cybersecurity company as “malicious.” Run a check on your likely attacker. After that, you can give your customer the proof you collected.

If you want to make sure your domain isn’t compromised in the future, you can also run a reverse WHOIS search on it. Make sure no one is piggybacking on your IP space. Spot redirects by checking out all related domains. Monitor your domain and brand so impersonators won’t cause your business harm. You can even go one step further and make sure your site visitors are real customers and not bad guys trying to get in to your network. Regular checks on your domain will cost less than if you become a cybercrime victim.

#4

These days people quite often use words so loosely that the word looses any useful meaning. I have been accused of spamming when I am just trying to help, Microsoft did that when I posted something about IBM. And some people in Microsoft are relentless. Even these forums have accused me of spamming when I post helpful relevant links here.

First, do you provide a way for anyone to opt-out of receiving messages? If so then just tell them that if they do not want to receive further messages then just opt out. If you do not have a way to separate marketing messages from support messages then you need to do that and allow them to opt out of marketing messages. We all get very much spam and robocalls and advertisements and many people are very tired of it. Do not take it personally, just be understanding that most of us are very frustrated. Why is it so difficult to solve the problems? Feel good about not being part of the problem but don’t feel bad if someone accuses you of being a part of the problem.

#5

Also keep in mind that depending on the person’s country of residence (or yours) ‘providing an opt-out’ isn’t actually sufficient. GDPR countries, for example, require opt-in rather than opt-out, retroactive of adoption. Your previous contact list may be non-compliant with the law.

The only way you’re going to find out anything about the issue though, is as Techno has pointed out, asking the customer why they think they’ve been spammed.

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