Hotmail complaint

"complaint" Emails from hotmail

The email address support@ilovefreegle.org receives about 50 emails per day which are a forward of an email sent by Freegle direct with the new subject "complaint about message from 46.23.73.54".

Regrettably hotmail do not provide any information as to why an email was forwarded as a "complaint".

The assumption of the Freegle Support team is that for some reason the email(s) will have ended up in the members "junk" folder.

This could be because the member marked the email as "junk" but it is more likely that it was done by some set of rules which will be a combination of general rules and specific rules for that hotamil address.

The disadvantages of these emails ending up in the trash folder include:

• The Member being unable to find Freegle emails
  
• The Member think that Freegle emails as spam
  
• Hotmail applying the junk rule to other members
  

What the support team is doing with these emails

The support team will log the "compaint" emails that it receives. Recording the members email address, the Freegle group, the kind of email sent, when the email was sent and when hotmail sent out the "complaint."

If we only receive a single email/block of emails we will assume this was a one off and take no farther action.

If we continue to receive "complaint" emails over a period of time we will write to the owner(s) involved and suggest they contact the member to offer advise.

• Most of the Freegle email include an email address to turn mail/events off.
  

1. Where we can extract that we will include it in the email to the group owners.
   

If we continue to receive "complaints" after a number of days we will send a second message to the group owners.

Hopefully the group owners together with the members can solve what is causing the "complaints" and stop these.

However if the support email address continues to receive "complaints" over a longer period of time we will have no choice but to assume that the user would rather not receive emails/ events and turn these off.

• We will inform the user and group owner(s) that we have done so.
  

What can the group owner do

• Write to the member.
  

1. Encourage the member to mark the emails as "not junk"
   
2. Remind the user of the turn these off information at the bottom of the emails
   
3. Possibly offer to turn emails/events off for the user. (Support have a tool to do this if the owner/member request this)
   

• Keep track of this as it may explain why a member is not replying to other members.

Example emails to send to members

This section is still to be done sorry.