What is the Golden Shield Project?
The Golden Shield Project, commonly referred to as "The Great Firewall of China", is an initiative by the Chinese government designed to monitor and heavily censor all internet content. While most firewalls offer a protective shield around a corporation, Golden Shield places one around an entire country. Years in the making, the Golden Shield began operation in 2006.
How does it affect me?
If you are sending email to China, it will be subjected to significantly stricter email filtering than any other country in the world. This could result in email delays, delivered emails with unclickable links, or flat-out non-deliverability.
What can I do to ensure email delivery?
While there is no guaranteed way to ensure delivery (to anyone for that matter), there are some best practices you can follow that can improve deliverability when sending to China.
Avoid commonly filtered content: Political and religious content aren’t only hot-button topics at dinner, they can also earn your email a one-way ticket to the spam folder. You should also refrain from using generic salutations, such as “Dear Friend.” In fact, don’t use the word “Dear” in your greeting at all. You should however consider using a first name token to personalize the greeting. Proper language: If you’re not fluent in Chinese, avoid using free online translation software. Incorrect or mangled grammar can result in your email getting discarded (note: this practice is applicable to all foreign languages). Pay the money for a good translation service. Be sure to use simplified Chinese characters as opposed to traditional. Mind your links: Marketo adds click-tracking to all links, allowing you to track the recipient’s actions. Due to the stringent filters in China, you’ll have better odds of links even working if you disable click-tracking (even when click-tracked links do work, their numbers are often inflated due to the extreme filtering practices). Additionally, if you ever have the option to purchase the top-level domain for China, (.cn), do it. The URL www.mysite.cn will have a better chance of loading than www.mysite.com. Font size: In terms of deliverability, font size matters. Anything below a 10-point font can be misconstrued as an attempt to sneak something in, thereby exposing the content to additional filtering. Keep a clean list: China is known for its high attrition rates when it comes to email lists. If an email address does not interact (open or click) with an email after 2-3 sends, it may be abandoned. Continuing to mail to this type of email address can have an adverse effect on your sending reputation, and subject you to further filtering. Contact Marketo for large qq.com sends: If you plan on mailing to a list north of 25k to qq.com, please contact Marketo Support so they can create a whitelisting request for our Privacy Team. Sending from a dedicated IP is required for this request.
How do I check if I am blacklisted in China?
There are multiple sites that can give you this information. One we sometimes use is: http://www.blockedinchina.net/ . Be sure to check domains and sub-domains (if you use them).
What can I do to get off the blacklist?
Nothing at all, unfortunately. Listing are often dynamic and will resolve on their own when reputation improves or the content is not flagged.
Since I can’t do anything to be removed from the blacklist, what can I do to avoid landing on it going forward?
Being blacklisted is only temporary 99% of the time (length of blacklisting will vary). Our best advice is to follow the above best practice tips.
Is there anything else I should know?
Countries such as China and Japan are huge players in the mobile market, so be sure to keep mobile best practices in mind when designing emails.
Marketo cares about your success. To stay on top of trends, we monitor and receive reports from CASA (Chinese Anti-Spam Alliance). If you have any additional questions, or if you feel that you're being impacted by the Golden Shield, please contact Marketo Support.
... View more
Smart Network Data Services (SNDS) for Outlook.com
For each IP within the ranges that are reported on by Hotma il’s SNDS, the following data are provided:
SMTP verb and message recipient counts
Junk mail data
Open proxy status
This information helps monitor the IP’s reputation and delivery statistics at Outlook. Specifically, the impact of complaints, trap hits and filter results.
To begin you will need to first create an email address with Outlook that will be dedicated to this account. We suggest something like company name firstname.lastname@example.org. You can sign up here .
Once the address is created proceed to the Request Access page; enter the dedicated Marketo IP assigned to your subscription.
This will take you to Step 2 of 3, choosing the address the confirmation is sent to. Choose email@example.com and contact Marketo Support to request this access be approved for the dedicated Marketo IP.
Once you choose the email address to receive the access email you will see this confirmation page.
An email will be delivered to the address chosen in Step 2 with confirmation instructions. Once your access is confirmed by a member of the Marketo Email Compliance Team you will use
https://sendersupport.olc.protection.outlook.com/snds/data.aspx to monitor the IPs reputation at Outlook.com.
You will need to login with the Outlook.com account you created for this set-up when you sign into SNDS.
... View more
Brendon, Thank you for asking about whether this source of leads would cause problems. As @SanfordWhiteman pointed out there are definitely quality issues that are of concern any time you are mailing to a list of email recipients who have not opted in to hear from you. In addition to the risk to your success from a third party list, sending email to a purchased list is a violation of Adobe's Acceptable Use Policy. I added emphasis below to the specific term in our AUP.. https://www.adobe.com/legal/terms/aup.html Prohibition against Unsolicited Email/Spam: Customers must refrain from directly or indirectly sending, transmitting, distributing, or delivering: (i) Unsolicited bulk email ("spam" or "spamming”) i.e., emails to persons who have not consented to the receipt of such emails by providing their email address in a manner from which consent to receive email may be reasonably implied. (ii) Email to an address obtained via Internet harvesting or other surreptitious methods (e.g., scraping, renting, purchased list, co-registration, affiliate marketing, incomplete or old lists; or email appending). Adobe defines email appending as a marketing practice that involves taking known Customer Data (name, address, etc.) and matching it against a third-party vendor’s database to obtain email addresses. (iii) Email that generates abuse/spam complaints or spam trap hits resulting in IP/Domain blacklisting or other deliverability issues that could have material impact on Adobe or its client’s reputation. Thank you, Kiersti Kiersti Esparza Head of Product Management, Email Delivery & Compliance Marketo, an Adobe company
... View more
Marketing Interface Team, You mention that you mailed to a brand new database, this sounds like these were addresses you had never mailed and who you did not have a previous relationship. As a reminder, Marketo has an Email Use Policy that is explicitly Opt In. Acceptable Use Policy for Adobe Campaign | Adobe Prohibition against Unsolicited Email/Spam: Customers must refrain from directly or indirectly sending, transmitting, distributing, or delivering: Unsolicited bulk email ("spam" or "spamming”) i.e., emails to persons who have not consented to the receipt of such emails by providing their email address in a manner from which consent to receive email may be reasonably implied. (ii) Email to an address obtained via Internet harvesting or other surreptitious methods (e.g., scraping, renting, purchased list, co-registration, affiliate marketing, incomplete or old lists; or email appending). Adobe defines email appending as a marketing practice that involves taking known Customer Data (name, address, etc.) and matching it against a third-party vendor’s database to obtain email addresses. (iii) Email that generates abuse/spam complaints or spam trap hits resulting in IP/Domain blacklisting or other deliverability issues that could have material impact on Adobe or its client’s reputation. Marketo and Adobe maintain this policy to help ensure our customers are following the best practices required to avoid violating Privacy laws globally as well as ensure that our customers can achieve the best delivery rates possible by maintaining healthy email reputations. Unsolicited email is often complained about and is not engaged with, both actions will impact your reputation as a sender and increase the likelihood of mail being delivered to the spam folder or blocked outright. If you are looking for information on how to leverage cold leads within Marketo while not violating the Use Policy this may be a place to start. Best Practices for Purchased Data Thank you, Kiersti https://www.adobe.com/legal/terms/aup.html
... View more
Brooke Hand, Apologies for my late response, I was out of the office and just saw your question today. My team has also observed the same issue you are describing and are actively working to resolve the issue. The behavior began when we implemented inbound TLS for bounces and unsub requests coming back to us. We have observed that every so often a message back to us from Google/Gmail will fail. We are working with Google mail team to understand what this is happening, we'd like to resolve the issue rather than roll back the inbound TLS for security reasons. The volume of failures has been very low but we are researching this aggressively to prevent these failures. Thank you, Kiersti
... View more
The concept of form abuse, AKA email bombing or list bombing, has been around for a long time. At a high level this is where addresses are added to your database through a form by someone other than the address owner. These attacks may not seem bothersome at first, what's a few misrouted emails? However, forms can be filled out programmatically using different methods increasing the scale of impact. At scale these kinds of form attacks can cause harm to the email recipients, junk leads to be added to a business's database, and overwhelm the systems behind the forms making them unusable or causing downtime.
I have identified the following distinct patterns from analyzing data sets tied to this behavior:
Distributed Denial of Service (DDoS) Attacks - The attacker actively works to overwhelm the systems supporting the form. By loading data at a rate the form cannot keep up with the attacker can cause system failures that may cause downtime for providers. Historically, DDoS attacks were a primary method for disrupting computer systems on a network. Firewalls and other technologies have developed and continue to evolve to combat this kind of attack.
Targeting Individuals by Email Bombing - An email address is signed up to a large number of email lists through many different forms at the same time. This causes the individual to start receiving email at such a rate that they may not be able to use their email account. Even if the form operator has set up double opt-in on the form, the rate of emails received at one time typically overwhelms the address owner. This gained attention a couple years ago when Security Research, Brian Krebs, described his own list bombing attack.
This kind of attack can be unseen by a service provider, like Marketo, because the attack against the individual is often distributed across many different ESPs and senders. Marketo is made aware this is happening typically through blocklistings of the IP addresses sending the email. Typically these blocklistings are by Spamhaus, an entity that keeps a running list of known spamming operations to which many of the world’s largest Internet service providers (ISPs) subscribe. When Spamhaus lists IP addresses as a source of spam or other abusive mail, ISPs often stop accepting mail from those IP addresses. In this case Marketo's Email Delivery & Compliance Team will reach out to the customer and work with both Spamhaus and the customer to understand and resolve the issue. Spamhaus was instrumental in helping to resolve the attack on Brian Krebs mentioned above.
This type of attack seems to be made to punish individuals, as in the Brian Krebs incident, or to render a email account useless so an attacker can compromise other systems, like a customer's bank account, for example. I was sitting with a friend at a conference when this started to happen to him! He was receiving hundred of emails a minute, all he could do initially was sit there and watch the emails pile up. In his case he ended up discovering that one of his online accounts at a popular technology store had been compromised. The attacker appeared to be using the attack to prevent him from noticing the original account being compromised.
Delivering Spam Payloads - Another pattern observed leverages personalization in emails sent from form fill outs. In this case we see volumes and volumes of addresses added through a form that asks for details like First & Last Name. The malicious actor puts a spam payload in the form field that personalizes an email so instead of using your first name in a greeting, for example, there is a spam payload in it's place!
The email will be delivered with a spam payload where the First Name should be. The victim, whose form was attacked, sometimes has no idea that their content has been taken over like a zombie parasite.
Example of using name fields leveraged for personalization
We will see a variety of different spam payloads added to the field that is used for personalization, for example here is a list of similar payloads used in the First Name field
It can be difficult for an ESP or MA, like Marketo, to identify these kinds of attacks when done successfully. The point of the attack is to take advantage of the form and the resulting personalized emails, not to take them down. So these attackers try to prevent overwhelming the form with requests, often posting an address once a minute or hour. This attack is more successful the longer this behavior goes undetected and more email is delivered. The most common pattern I have observed with this attack pattern is that addresses from Chinese ISPs are added to the form and in the field that the email is personalized with is filled with spam content in Chinese, often linking to gambling sites. This can become problematic when a database becomes bloated with these junk leads. The majority of new subscribers are coming from qq.com and other Chinese domains, and if you are not targeting China it can be easy to identify and resolve. If you are targeting China then this becomes more difficult to manage and the influx of junk leads and a form sending spam content can impact a sender's reputation at top Chinese domains reducing delivery rates to impacted domains.
How is Marketo dealing with this evolving issue?
Marketo employs a variety of defenses for these kinds of attacks and our efforts to prevent and identify them when they do occur is constantly evolving.
Rate limiting - Marketo monitors for and limits key patterns added to forms by time.
Block traffic by IP address - IP addresses that have been associated with abusive traffic are cataloged and blocked from filling out forms.
Block traffic by payload pattern - When Marketo starts to see common patterns in the payload added to a field used for personalization, rules can be built to ignore that activity.
Honey pot - A form field that is hidden via styling or other means. People don’t fill out form fields they don’t see but unsophisticated bots fill out all form fields, including hidden ones. If there is a value in the honey pot, Marketo won’t create a lead record.
Monitoring and Alerting to internal teams with defined mitigation actions - early warning has allowed Marketo to respond before systems are overwhelmed.
Additional workarounds implemented by customers:
Set up rules that the form only allows entries from approved geo-locations
Additional honey pots via forms
Additional validation & data cleansing using partners
CATPCHA via webhooks
Clone and replace the form when abuse is observed - The honey pots are sometimes identified by more sophisticated actors, then the form is cataloged and a script built to attack the form. If the form is being attacked clone, replace, and delete the old form. This can sometimes buy some time while other solutions are put in place because the attacker sometimes has to start over.
Remove the personalization from the email that is sent after the form is filled out since that may be what is attracting the abusers.
Because this attack vector is ever evolving, so is Marketo's approach to how to manage this abuse so there are some features on the product roadmap* are focused on strengthening form security.
*Can't commit to specific release for these features at this time, stay tuned!
... View more
Jeff, It is possible that you are sending sample or test messages to the tool? Marketo does not add the LU Header to test emails anymore, after an update a few months ago. If you aren't sending tests, but live emails, this could be a bug. Please reach out to Support so we can document this and escalate appropriately. Thank you, Kiersti
... View more
For years Marketo has been developing a database of full email addresses and domains that are determined to be so risky to a customer’s on-going success and the health of the Marketo network that the addresses are never mailed to. Some are unsubscribed from a customer’s database and others are soft bounced, both actions are taken to ensure these addresses are never mailed to out of Marketo.
This is a common practice for Email Service Providers (ESPs) and Marketing Automation (MA) companies. Some prospects see this as a requirement during the pre-sales process to ensure that Marketo is in the business to protect them.
Risky addresses can enter a customer’s database through a number of paths. From just having an older, legacy database that has not been properly managed but these kinds of addresses are most often are introduced through third party and purchased lists.
What kinds of addresses does Marketo block from customer’s mailings:
Addresses of known spam traps and vocal complainers. This list includes full email addresses.
If Marketo’s Email Delivery & Compliance Team is able to identify an address is being used as a spam trap address this is added to Marketo’s Global Blocker. Every night this database is reviewed and if a customer has one of these addresses in their database this is unsubscribed in the customer’s database. The downside with only unsubscribing these addresses is that transactional/operational mail may still be sent.
Addresses from people writing to firstname.lastname@example.org who complain with extreme force or request to receive no marketing mail from Marketo are also added to this database.
Domains of known spam trap and temporary email address domains. This focuses specifically on the part of the email address after the @ sign.
When Marketo’s Email Delivery & Compliance Team identifies that a full domain is being used as part of a spam trap network we are able to take stronger action. Those domains are added to a list within our MTA that recognizes outgoing mail to any address at those domains and responds with a Technical Soft Bounce. This does not set the email as invalid=true in the customer’s database but does prevent the mail from being sent so that the customer is protected from mailing those risky addresses.
Temporary address domains are also added to this database. This includes providers like Mailinator. Experience has proven that these temporary addresses are quickly turned into spamtrap addresses an are often indicative of a poorly collected, maintained and performing database.
Most recently Marketo’s Email Delivery & Compliance Team has been working on the last tier of risky addresses in customer’s databases, generic addresses . This focuses specifically on the part of the email address before the @ sign.
These addresses are viewed as risky because role addresses are built for functions, not people. They’re often forwarded to multiple employees in a company, often change owners, and as a result we often see that these addresses are often a source of multiple complaints for a single email. A number of these addresses are specifically required to be in place by RFC Standards, the "rule book" for the internet, when an email network is put in place. The RFC Standards declare how the addresses should be formatted, what the addresses are supposed to be used for, and which specific roles should use the addresses. As an extension these prescribed addresses should not be on any list used for marketing purposes. Suppressing generic addresses is also a standard practice among ESPs and MAs like Marketo.
Those generic addresses are added to a list within our MTA that recognizes outgoing mail and responds with a Technical Soft Bounce. This does not set the email as invalid=true in the customer’s database but does prevent the mail from being sent so that the customer is protected from mailing those risky addresses.
In addition, we maintain a few logical choices that may cause abuse issues. The list of generic addresses that are being blocked include:
noc, security, hostmaster, usenet, news, www, uucp, ftp, root, spam, spamtrap, honeypot, devnull, dns, phishing, phish, sysadmin, undisclosed-recipients, spearphish, postmaster, spammer, valued.spammer, robot.spammer
... View more
Sanford Whiteman makes some good points above about navigating your IT department's explicit policies. The options Marketo has that could help your particular situation, if IT would be willing to whitelist JUST your traffic, are The link shared above that talks about using RegEx for whitelisting, Really? I can't have my customers whitelist my account? A dedicated Marketo IP that can be whitelisted so it's only your traffic. Or brand the domains used to send the email with your domain - that can be whitelisted. A lot of times IT departments can whitelist the MAIL FROM email header which is often different than the Friendly From that email recipients see in the email envelope. The MAIL FROM is where bounces and errors are sent from and points back to Marketo servers. This can be branded with your domains if you send from a dedicated IP OR are sending from Marketo's Trusted IPs. This is a free benefit when sending from Marketo's Trusted IPs. It appears you may qualify to send from Marketo's Trusted IPs. The requirements are that you send <75K a month and have not triggered any blacklist or spamtrap complaints in a year. Please apply here and if approved let the Email Deliverability Rep that responds to your application that you'd like to leverage the free branding for your sending domains.
... View more
Zoe & Raj, Marketo sends from four different datacenters and there are different IPs used in those datacenters. It also depends if you are sending from Marketo's shared or dedicated IPs. You are also to see the IP/s you are sending from by looking at the email headers of an email you've sent from Marketo. Google has a pretty good tool to help explain how to find and read an email's header. Trace an email with its full headers - Gmail Help You can also reach out to Marketo's Support Team and they can help identify the IP/s your subscription is sending from. -Kiersti
... View more
JD, I wish I had seen this sooner, I apologize the deliverability person you spoke to couldn't answer your question. This is lifted from an internal doc I developed to help our customers in just this situation. We either recommend the DKIM method that Sanford recommended or we recommend whitelisting the SMTP Mail From or envelope_from address. This is typically something we present to customers who reach out to Support with this question since it requures you know which Marketo datacenter you are sending out of. Whitelisting without using IPs Sometimes customers push back and are unwilling to whitelist all of the Marketo network. It may be possible for a customer to whitelist something other than Marketo IPs to ensure delivery of their own email to their corporate network. For this we recommend using regex version of the Return Path header. Because this header changes dynamically this regex creates wildcards where the dynamic information is. Regex for whitelisting Return Path header by datacenter: San Jose datacenter - "munchkin_id.(\d+.)*\ email@example.com " London datacenter - "munchkin_id.(\d+.)*\ firstname.lastname@example.org " Ashburn datacenter - "munchkin_id.(\d+.)*\ email@example.com " Sydney datacenter - "munchkin_id.(\d+.)*\ firstname.lastname@example.org " Thank you, Kiersti Kiersti Esparza Director, Email Delivery & Compliance, Marketo, Inc.
... View more
Thank you Josh Hill! A change was pushed out to the articles that seemed to have broken external links. While we hoped to have edited all the broken links it looks like not all were caught - definitely let me know if you see others! Thanks again! Kiersti
... View more
An updated blog related to Understanding a Spike in Click Activity Support, Services and Marketo Executives report an increase in customers escalating elevated email click volumes in performance reporting. The most typical escalation will identify the instances of this filter’s behavior where all the links within an email have been clicked, often narrowed down to specific business targets at the same corporate domain/s within a customer’s database. This method of link inspection is visible because it is so different from expected human behavior and happens in bulk. It's easy to identify and ignore this kind of activity that is easy to spot but the methods for this kind of anti-malware detection vary and not all methods are as easy to identify and exclude from reporting. The underlying issue is due to email filters inspecting links to prevent their end users from downloading malware. This can result in the links within Marketo customer email appearing to have been clicked by a recipient but instead were inspected by an email filter. Marketo has been aware of the filter behavior for several years and has been coaching customers with blog content and custom Professional Service consulting projects to reduce the triggers for and impact of this filter method, but this anti-malware methodology is increasing in the marketplace. The escalation of this filter method’s impact is not unique to Marketo customers. These email security filters impact all email senders including Marketo competitors. For the anti-malware filter/security provider it is an arms race against bad actors attempting to deliver malware to the security vendor’s end users. Barracuda Email Security Service was the first email security vendor to develop link inspection as anti-malware methodology, but other providers have begun leveraging link inspection to protect their users. Link inspection methods may include but are not limited to: clicking one, to all links within an email links may be clicked at the time of delivery and/or at a later time clicks may occur before the receiving mail server returns a confirmed delivery response clicks may or may not result in a website visit some providers rewrite links within an email to inspect the link every time it is clicked some providers inspect all redirected links; targeting link tracking utilized by all email service providers and marketing automation companies filter click traffic can come from the same IP addresses as legitimate click traffic making it impossible to filter out of activity reporting some filters inspect links from residential IPs spaces instead of their business or corporate IP space to obfuscate the identify behind the link inspection The filter is looking to hide the activity of inspecting the link and will try to look "as human as possible" to prevent the bad actor from changing the link’s potential payload after inspection but prior to the email recipient clicking the link. This intentional obfuscation of the link inspection is what makes it difficult for a provider like Marketo to exclude the activity of the link inspection from customer’s reporting. For some providers link inspection happens as an enhanced or escalated filtering method applied to a message that has been determined to be suspicious by other stages in a multilevel filtering process. For Barracuda there are thirteen different layers of inbound email filtering and link inspection is part of an higher level of filtering that is triggered if other aspects of the message or sender appear suspicious. Marketo Deliverability consultants, who have been troubleshooting this, have learned that focusing and addressing triggers causing the email may be subjected to a higher level of filtering help alleviate the symptom of the link inspection in the customer’s performance reporting. This kind of project typically requires 12-20 hours of Professional Services paid consulting because the solutions explored can vary from making sure the customer’s email Authentication mechanisms, like SPF and DKIM, are in place and valid reviewing reputation drivers like acquisition and database management practices that may drive a poor sending reputation understanding the segment size within individual companies our customer may be targeting because sending to a large number of recipients within the same company can trigger link inspection inspecting the content for malformed html reviewing specific addresses exhibiting anti-malware filter activity to develop a custom flow to ignore the activity in the customer’s reporting. Marketo’s Product Team has been monitoring this customer escalation and is working to monitor patterns and develop a methodology for identifying click activity in reporting that is the result of filter activity without ignoring legitimate email clicks. This project is on-going. One of the risks attempting to ignore link activity from anti-malware link inspections is patterns are likely to change over time and hardcoded rules for filtering activities may not be entirely effective. Because of this limitation Marketo has approached this both by looking to see how the product can be improved to reflect true recipient engagement as well as focusing on developing actionable recommendations Support can provide customers as well as Professional Service engagements. Additional Information about this filtering technique can be found here: https://urldefense.proofpoint.com/ Cracking the Inbox Code: Barracuda https://campus.barracuda.com/product/essentials/doc/51188521/understanding-inbound-and-outbound- message-flow/ https://www.paloaltonetworks.com/documentation/61/wildfire/wf_admin/wildfire- overview/wildfire-concepts#_73619 Is this article helpful ? YesNo
... View more
The Spam Cannibal DNSBL has been around since at least 2003. What is a Blacklist? A DNSBL is a DNS (domain name service) based spam blocking list. These are also known as blacklists, blocklists, or RBLs. Listings with this DNSBL were caused by sending mail to spamtraps. The blacklist was never widely used and seemed to stop working in 2016. As of May 2018 it has been confirmed that the blacklist is retired and should no longer be used. The domain "spamcannibal.org" is expired and has been taken over by a different owner. If you visit the website, be careful! It is reportedly hosting malware now. Is this article helpful ? YesNo An external blog about this DNSBL - blacklist resource: Status of bl.spamcannibal.org: DEAD
... View more
Yes, at Marketo we block mail to both full email addresses and domains in some cases. We may add the full email address to our global blocker for someone who has requested to receive no mail from Marketo customers. We often will get these requests to email@example.com . And, if we identify a domain that is being used as a spam trap or other area that is risky to send to we will block the full domain from receiving mail.
... View more
Katie, One of my first posts in the Community a few years ago was an article about navigating email delivery into China, this can be a more challenging region to deliver to. This article gives high level guidance: Navigating email delivery into China Marketo takes sending into China very seriously and it is one of the regions we monitor closely. If an unexplained drop in delivery rates occurs we investigate quickly. We have "tuned" the sending speeds into Chinese networks to that we are sending as quickly as possible without aggravating their filters or inbound email networks. I do recommend sending from a dedicated IP if you have the email volume to support that. When you send from a dedicated IP we are able to negotiate with providers like qq.com for whitelisting. This allows customers to send higher volumes into qq.com than customers sending from our shared IPs. If you are already on an IP please reach out to Marketo Support and ask them to escalate you to Marketo's Email Deliverability Team so we can negotiate this whitelisting on your behalf. If you are interested in discussing a dedicated IP reach out to your CSM to initiate that discussion, they will likely get someone from my team in a meeting to talk this through with you. At the end of the day most of the same email best practices apply when sending into China: permission is very important so that people expect your email and will not complain, removing non-responders over time to keep your email sends to an active an engaged audience is important and ensuring that your email content drives further engagement so people are opening your email and navigating to your site and establishing a direct relationship with your brand. All of these will send signals to the Chinese email networks that your email is wanted and should be delivered to their customer's inboxes because you are driving engagement. If you are having any other specific issues, let us know. We may be able to escalate to the network you are seeing issues with or do our own troubleshooting to understand and explain the drivers behind issues you are seeing. Thank you, Kiersti Kiersti Esparza, CIPP/US | Director, Email Privacy & Deliverability | Marketo, Inc, PS - Thank you Josh Hill for highlighting this for me!
... View more
Hello! Marketo does note in the Unsubscribe Reason when someone is unsubscribed through our Feedback Loop partnerships and this can be accessed through Smart Lists. This articles describes how to build that Smart List - Finding Leads that are Auto Unsubscribed for Email Spam Complaints / Feedback Loop (FBL) Also, here are a few more resources about feedback we receive from ISPs when recipients complain: Feedback Loops (FBL) What’s the difference between an Abuse Report and a Feedback Loop Complaint? As Yosa mentioned above, knowing the complaint rate for an email can be helpful to determine program effectiveness. Because leads are unsubscribed when we see feedback from ISPs you can also use the unsubscribe rate in the Email Performance Report and monitor for fluctuations. -Kiersti Kiersti Esparza Director, Email Privacy & Deliverability Marketo
... View more
- There is a change to this post. It IS possible to set up multiple email tracking links within a single Marketo instance now. See the Product Doc here - Add Multiple Branding Domains - Marketo Docs - Product Docs
... View more
Marketo offers an add-on called Email Informant that does drill down to the device used to read the email. Similar to the Litmus product referenced you would need to add a pixel to your content. With the reporting the tool offers you can see who read your campaign and for how long, drilled down to the individual recipient, device, platform, and location. It's a newer product that we offer but if you are interested you can reach out to your CAM for more information. Thank you, Kiersti
... View more
Christina, You can review this blog posting for help building a Smart List by bounce category: https://nation.marketo.com/community/product_and_support/support_solutions/blog/2016/04/18/how-to-monitor-deliverability… Smart Lists: Bounce Types Create a SmartList for each of the major types of Bounces: Hard Bounces – Spam Block Filter: Email Bounced (set constraints as needed, by time range or by email) Constraint: Category is 1 Example of hard bounce, spam block bounce type Hard Bounces – Email Invalid Filter: Email Bounced (set constraints as needed, by time range or by email) Constraint: Category is 2 Example of hard bounce, email invalid bounce type Soft Bounces – Mailbox full, other technical issues Filter: Email Soft Bounced (set constraints as needed, by time range or by email) Constraint: Category is 3 Soft Bounces – Technical Filter: Email Soft Bounced (set constraints as needed, by time range or by email) Constraint: Category is 4
... View more
You may see two DKIM signatures. One is your domain and the other is a Marketo domain. If you don't see your domain also in a DKIM signature it may not be set up in the Marketo Admin console. That particular signature indicates that you are sending from a subset of Marketo's IPs reserved for low volume, highly-vetted customers. I would definitely want to dig into these issues more keeping from a deliverability perspective.
... View more
Dan, Please reach out through Support on this issue to have this looked at by the Deliverability Team. There are a lot of reasons for bulk folder delivery that we would need to look into. Delivery to the bulk folder is often driven by the reputation of the individual sender. Our team would start with high level questions about how the sender is acquiring their leads and how are they maintaining their database. Do they purchase email addresses? (Best Practices for Purchased Data) Do they remove inactive email addresses? (How to Manage Your Marketo Database for Deliverability) Have they recently triggered any blacklistings through Marketo? (Blacklist Remediation) We may also look into the content and see if there are any issue with the content that could be causing an issue. -Kiersti
... View more