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Amazon Simple Email Service
Developer Guide (API Version 2010-12-01)

Amazon SES Complaints Directly from Recipients FAQ

This topic provides information about complaints that Amazon SES receives directly from recipients. For general information that applies to all types of complaints, see the Amazon SES Complaint FAQ.

Q1. How is this type of complaint reported?

Multiple recipients directly contacted Amazon SES about your mail through email or some other means.

Q2. Are these complaints included in the complaint rate statistic shown in the Amazon SES console and returned by the GetSendStatistics API?

No. The complaint rate statistic you retrieve using the Amazon SES console or the GetSendStatistics API only includes complaints that Amazon SES receives through ISP feedback loops. For more information about those types of complaints, see the Amazon SES Complaints Through ISP Feedback Loops FAQ.

Q3. Why haven't I heard about these complaints through email feedback notifications or through Amazon SNS?

Email feedback forwarding and Amazon SNS notifications only include complaints that Amazon SES receives through ISP feedback loops. You will not receive notifications for complaints that recipients filed directly with Amazon SES.

Q4. How can I find out which email addresses complained?

We are unable to disclose the addresses of recipients who complained, but we can say that it is more than one recipient, and the number of complaints is significant when taking your current sending volume into consideration. However, rather than focusing on removing individual recipients from your list, you need to focus on finding and fixing the underlying problem. Start by reviewing your list acquisition process and the content of your emails to try to understand why your recipients might not appreciate your email.

Q5. Can I get a sample email?

Unfortunately, we are unable to provide an example of an email that triggered a recipient to directly complain.

Q6. I have received a probation notice for direct recipient complaints. What should I do?

As soon as possible, fix your system so that your mailing list only includes recipients who have specifically signed up to receive your mail, and ensure you are sending content that your recipients actually want. Then, please email us with the details of your changes so that we can start the process of re-evaluating your case. If three weeks pass and we don't hear from you at all, we will have to disable your sending if we are still getting complaints about your mail.