MSN Hotmail Junk E-Mail Reporting Partner Program Frequently Asked Questions
 

JMRPP Questions:

1) Q: Once a partner has been enrolled into the program, can they receive copies of user messages prior to actual entry into the JMR database?

A: No, unfortunately the only time an enrolled partner can receive complaint messages is after the enrollment process has been completed-which requires the JMR Program Manager having the signed agreement in hand.

2) Q: What is the specification/criteria that will cause a users message to be forwarded as junk to a partner enrolled into the program?

A: There are several factors that could contribute to a message being routed into the Hotmail subscriber’s junk folder. Unfortunately, that criteria is proprietary. Just because a message has been identified as junk doesn’t mean the sender will automatically be blocked by hotmail. More information can be found at the postmaster website (http://postmaster.msn.com/), or by contacting Hotmail Support (GEST).

3) Q: What are the recommendations for any messages sent to a partner enrolled in the JMR partner program?

A: If the partner is enrolled, our expectation is 100% participation; that the partner should act immediately on the complaint message sent to eliminate the possibility of more messages being sent to a Hotmail subscriber who has indicated they no longer wish to receive messages from the JMR partner.

4) Q: What email node/address will complaint email be mailed from?

A: We offer two formats for forwarding complaint email messages: “Original” and “RFC822 Attachment”.

· For “Original”, the complaint is forwarded “as-is”, with the sending address being the Hotmail users alias.

· For “RFC822 Attachment”, we forward the complaint from staff@hotmail.com; this is the preferred method for complaint information to be forwarded to enrolled partners.

5) Q: How does a message end up in a Hotmail user’s junk folder?

A: We understand the primary concern here is that legitimate email sender’s messages are erroneously being directed into the Hotmail subscriber’s junk folder. Unfortunately, there are many variables and instances that can determine the routing of such messages. The criteria is proprietary, but additional information on preventing messages from ending up in the Hotmail subscriber’s junk folder can be found on the Postmaster website (http://postmaster.msn.com/), or by contacting Hotmail Support (GEST).

6) Q: I’ve been enrolled now, but have yet to receive any complaints. Why is that?

A: There are several factors as to why a client has not received complaints following completion of enrollment. There are also many troubleshooting points that must be examined and will require additional research before an answer can be provided. (Please see the “Troubleshooting Guide” in the Hotmail JunkMail Reporting Team Process & Procedure document for additional information.

7) Q: If a Hotmail user receives email we send from our opt-in subscribers list (because they opted-in to subscribe to our newsletter), but it falls into their junk mail folder, will you provide additional instructions on how to handle the message? (I.E. They can select the “NOT JUNK” button, which will move the message to the in-box, or they select “JUNK”, which then generates a complaint back to the enrolled owner of the IP address that sent the message.)

A: This is a situation that goes back to the explanation as to why the message ended in the junk folder in the first place. We do, however, recommend the following:

· Use a double opt-in process.

· On your opt-in webpage, instruct the enrollee to add the email link to their “Safe sender” list.

· Check with Hotmail Support (GEST), or go to the MSN Postmaster website (http://postmaster.msn.com/) for additional information.

8) Q: Can our system detect a JMR partner’s server is down and unable to receive forward complaint email?

A: If a server goes down that is linked to the address instructed to forward complaint email to-in either format-our system recognizes it as undeliverable after an undetermined number of attempts. It may quit attempting to send after a while. In either instance, it is important the customer notify us about the downed server.

9) Q: Since enrolling in the JMR partner program we are seeing a huge spike in complaint volume from Hotmail, but we haven’t been sending out any larger than normal mailings or anything. What is happening?

A: Prior to enrolling in the program, your domain may have been blocked. Now, rather than being blocked, you are receiving complaints. When you have removed the complainants from your mailing list the complaint volume will decrease.

10) Q: Are complaints forwarded only for mail where users click "this is junk" or do they also include mail filtered directly to the junk mail folder?

A: In classic Hotmail clicking on ‘Junk’ will send a complaint to JMR. In Windows Live Mail, clicking on ‘Report & Delete’ will send a complaint to JMR. Only emails that are manually marked as junk will be forwarded as complaints.

11) Q: We are enrolled in the JMRP program and our IP is blocked. What do we do?

A: IP blocks are removed by Hotmail Support at gesthm@microsoft.com not the JMRP Management Team.