Complaint intake and remediation
Separate a request to stop messages, a report of wrong-recipient contact, a content concern, and an operational failure. Each can require different corrective action.
Putting the guide into practice
Preserve the complaint, suppress or pause as appropriate, identify the responsible campaign owner, and document the correction. Review related queued messages before resuming.
- Complaint reference
- Immediate action
- Record review
- Resolution
Limits and review decisions
Do not argue with recipients or silently discard complaints because the initial send had approval. The complaint supplies new evidence that may change the decision.