Squarz Abuse Desk

How Squarz prevents and combats abuse

1. We have a team of human reviewers approving new Squarz accounts and detecting abuse. Our staff uses a broad range of criteria to evaluate accounts, ranging from the obvious WHOIS and IP information, to some not–so–obvious behavioral patterns.
2. We require all users to agree to our Terms of Use before they can set up a Squarz account, and again before they can import any existing customer lists into their accounts.
3. Omnivore our powerful abuse–detection technology, keeps our system clean by predicting bad behavior in a campaign before it even gets out the door.
4. For customers who are starting from scratch with Squarz and don't have a list of customers to import, we offer customizable signup forms to place on their website. The signup forms only use the double opt–in method. This method keeps prank signups out and stores opt–in proof for every subscriber (like IP Address and date/time stamps).
5. Customers must submit their physical mailing address and a permission reminder ("you are receiving this email because you signed up at...") for every list they set up in Squarz. We insert that information into their campaigns.
6. We automatically insert a one–click unsubscribe link in every campaign sent from our system.
7. All lists managed in Squarz are automatically cleaned of soft bounces (on the fifth campaign attempt) and hard/undeliverable bounces are cleaned instantly.

How we deal with issues

1. We embed every email campaign sent from our servers with a Campaign ID so that recipients can easily report abuse to Squarz. When we receive complaints through our abuse form, we investigate immediately. If the campaign or user account appears suspicious in any way, we'll |suspend the account during the investigation.
2. We're registered with major ISPs and anti-spam authorities to receive automated feedback loop alerts when any of our users' recipients report abuse. When we're able to parse those alerts, we remove the recipient from our user's list. If the reports exceed a certain threshold, we send a warning to our user. If the warnings exceed a reasonable threshold, we suspend the user's account and investigate. Most ESPs and ISPs will tell you a reasonable threshold for abuse complaints is 0.1 percent (1 out of a thousand people reported your campaign as junk). Because of the sheer volume of emails sent from our IPs, and because most of our IPs are shared across multiple users, our threshold is actually much more strict.