SendLabs

SendLabs has one purpose: to provide software to help responsible marketers engage in responsible, permission-based email marketing. This means zero tolerance for spam. With customers spanning various industries and levels of mailing, we are bound to get an abuse report now and then. As rare as they are and as diligent we are in ensuring every customer that uses our service practices responsible email marketing, spam complaints can still happen to the best of us. However, we take every complaint seriously regardless of the client, campaign or dollar amount involved.

SendLabs makes it easy for companies to get started in email marketing. Our users prepay via credit card for a block of email "credits". We then deduct a credit for every email sent with each credit costing a few pennies depending on pre-buy levels. Charging for every single email sent is in itself a deterrent to the spammers out there. In fact, it's a frequently proposed spam-prevention measure. We do occasionally get abuse reports and most often, it’s a mistake made by an ignorant marketer or overaggressive salesperson. Whatever the case, it doesn't make it right, so we work hard to make sure our system is clean, reputable, and trustworthy.

If you've received email from a SendLabs customer that you feel is spam, please let us know about it. There are several ways you can do this:

• Submit the Unique Campaign ID that we embed into the header of every SendLabs campaign.
• Don't have a Campaign ID to report? Contact us by email.
• Call us at 1.800.722.7194

The following outlines our anti-spam policy in regards to those customers who use our software each day and some of the measures we take to prevent or combat abuse of SendLabs:

• Human reviewers at SendLabs must approve all new accounts before they're allowed to purchase credits from SendLabs and send campaigns. Eliminating the automation from this process doesn’t 100% prevent spammers from using SendLabs, but it’s a great deterrent.
• We do not allow users to sign up for SendLabs using anonymous or personal email addresses from free email services (such as @Yahoo, @hotmail, etc).
• We're registered with major ISPs and anti-spam authorities to receive automated feedback alerts when any of our users' recipients report abuse. When we're able to parse those alerts, we forward a warning to our user. If the warnings exceed a reasonable threshold, we suspend the user's account and investigate.
• We require all users to agree to our Terms of Use.
• We keep our users updated with the latest email marketing best practices, tips, etiquette and more with our Sendlabs Blog.
• We post email marketing etiquette and guidelines for all our users to read.
• SendLabs' Managed List tool uses only the double opt-in process.
• We have a dedicated Abuse Desk specialist that handles all abuse reports and inquiries, plus regularly monitors all accounts to help prevent abuse and to educate users.
• We embed every email campaign with a Campaign ID so that recipients can easily report abuse to SendLabs.