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Inbox Advertising Inc.
Abuse Address

Email abuse, generally speaking, encompasses a number of scenarios. From sending unwanted messaging, to the misuse of private information, to sending misleading content.  In an effort to combat email abuse, we require that all messaging sent through our servers contain an abuse address.

This is simply a contact email address that is added to your email message and ensures that your recipients have a mechanism to communicate issues to you, in addition to being able to unsubscribe.  By adding an abuse address, you are complying with the requirements outlined in the Canadian Anti-Spam Legislation (CASL) and CAN-SPAM Acts (see our Privacy Laws documentation).

Please note, by using an abuse address you agree to respond to all emails that are submitted to your abuse address within 72 hours of receiving the email.  This is a standard time used to help in providing a consistent response period for all abuse address submissions.  This is also the time frame Inbox Advertising has agreed to maintain on behalf of its ISP and as such, all mailings through our servers should also adhere to this time frame.

The Abuse Address

Abuse addresses are very easy to set up and maintain. See below for our general guideline.

1. What's it all about?
2. Why is this necessary?
3. What statements should I include in my email messages?
4. How should I respond to submissions sent to my abuse address?


1. What's it all about?

It is now imperative that all mailings contain an abuse@your-domain.com email address somewhere within the message (required for both html and text messages).  Inbox Advertising customers sending commercial or bulk email should register their abuse@your-domain.com address at http://www.abuse.net.

Abuse.net is a repository of contact information for system and list managers who are responsible for their domains, networks and lists.  It is meant to provide a point of access for complainants to use to contact managers who send commercial email. Registering simply means sending an email to update@abuse.net, listing each email abuse address that you have set-up for each domain that will appear in your email message.

The set up and www.abuse.net notification will only have to be done once per domain.  If your domain is already in the www.abuse.net database then registration is not required, however inclusion of the address in each mailing is required.

To register an address, just send an email to update@abuse.net, subject line should be "update database", with the domain name and abuse address that you have created listed in the body of the message, (i.e. your-domain.com: abuse@your-domain.com). That's all that is required.  You will then receive a confirmation email from www.abuse.net, sent to the abuse address you had entered.

You can click here to format an email that you can use to register your abuse address: Register an abuse address
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2. Why is this necessary?

With the implementation of the Canadian Anti-Spam Legislation (CASL) on July 1, 2014 and CAN-SPAM Act on January 1, 2004, Commercial Electronic Messages, including email marketing and newsletter communications, must satisfy three general requirements for sending the CEM (Commercial Electronic Message) to an electronic address. You need (1) consent, (2) identification information and (3) an unsubscribe mechanism. There are two types of consent under CASL - express and implied. If you do not have the recipients' consent (and proof), you cannot send them a CEM.
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3. What statements should I include in my email messages?

Html code version:
'If you have received this email in error, or would like to report abuse, contact abuse@your-domain.com'

Source code:
If you have received this email in error, or would like to report abuse, contact
<a href="mailto:abuse@your-domain.com?subject=Report%20Abuse">abuse@your-domain.com</a>

Text Version (choose one):
a)  We mask the link and track the click:
'If you have received this email in error, or would like to report abuse, click here mailto:abuse@your-domain.com'.

b)  We do not mask or track:
'If you have received this email in error, or would like to report abuse, contact abuse@your-domain.com'
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4. How should I respond to submissions sent to my abuse address?

Please ensure that you send a response within 72 hours. If you require more time to address the issue, send a message to the individual stating that you will require more time and that the matter is being addressed.

Most of the time the submissions will be someone trying to ensure their unsubscribe request will be handled, however you may get requests for information on how you obtained their address/information etc.. The idea is to give the recipient what they request, remember it is their information.

Some suggestions for responses:

a)  For blank submissions and unsubscribe requests:
Dear [Recipient name],
We thank you for your request. Your email address has been removed from our mailing list. You should receive no further mailings for [Newsletter Name].

Please feel free to contact me if you have any questions or concerns.

Thank you,
[Manager's Name & Title]
b)  For the recipients who submit an incorrect address to be unsubscribed, (i.e. the address submitted was not on the recipient list and therefore cannot be removed).
Dear [Recipient name],
We apologize for any inconveniences, however, the address you have submitted (address@domain.com) was not found in our records. In order to remove your email address from [List/Newsletter Name], we will require the address that received the message. As an alternative, you can click on the unsubscribe link in the email message that you have received and follow the instructions on the unsubscribe page to have your address automatically removed.
Regards,
[Manager's Name & Title]
c)  For the recipients who have received a mailing after they have unsubscribed:
Dear [Recipient name],
We apologize for any inconveniences. You will no longer receive mailings for [Newsletter Name].
Regards,
[Manager's Name & Title]
d)  For the recipients who would like to know what information you have about them, you are obligated to provide it.  As per the requirements outlined in the Canadian Anti-Spam Legislation (CASL), upon request, an individual shall be informed of the existence, use, and disclosure of his or her personal information and shall be given access to that information.  An individual shall be able to challenge the accuracy and completeness of the information and have it amended as appropriate.

For more information, please contact privacy@inbox-advertising.com
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Privacy questions?
Speak directly with
an email manager,
call (416) 636-5638